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Hetzner Refused To Restore My Account!!
hello,
1 month ago evil google locked me out of my account and all my passwords disappeared from chrome password manager…
I have contacted digitalocean, vultr, and racknerd, they recovred my account and their support was so flexible and helpful.
Except hetzner support terrible customer support they took them 24h on avg to reply on every message but the end they refused to restore my account even I want to give them everything….
if you’re in my situation what would you do?
Edit: don’t use google password manager and chrome… if you can degoogle your life it will be better!
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Comments
Share screenshot of your Hetzner interaction before the esteemed forum members here can take appropriate action.
What did Hetzner tell you to do in order to retrieve your account?
Why did Google lock you out of your account?
the last message they asked me for my address, i didn’t remember which address i have on the account so i have sent them all my addresses
but my public ssh key in the account settings and i have ssh access to all servers, so it’s stupid if i have access to all servers and my ssh key is enough to prove i’m the account owner
I did nothing wrong my google activity all about coding and tech stuff… I don’t care about politics
Hetzner can restore your account, if the address you have provided is real and you live there.
They send you recoveryinformation only via physical mail, not e-mail.
If you filled in a fake address at registration, it’s going to be tough.
(Experienced it myself after I deleted the totp to one of my hetzner accounts thinking the account was already empty but there was one service left and I couldn’t cancel it anymore since I couldn’t login. They told me they can send the recovery information via physical mail but I simply told them to terminate the service, then terminate the account as that way it’s easier.)
I don’t really remember which address, bit i’m sure it’s not fake. and I have sent them my government ID and selfie with the id, and still not enough??
You can try telling them you live at multiple locations, can’t remember which one you gave them exactly, but you can definitely receive their physical mail. Ask them to send you a verification mail first (if possible) so you can know which address you have given them.
Their support is fine, they are not unreasonable if you show respect.
Maybe ask through their other social media channels (facebook, twitter etc.) to reach someone higher up, if all other attempts fail.
I won’t help if the address is a old apartment i was renting.. the thing i don’t remember which address exactly because i have opened my account a long time ago.. if i have ssh access to all servers with ssh key isn’t that enough?
SSH alone, unlikely. If you live in Germany, maybe proof of your old „Meldebescheinigung“ of the old apartment and new „Meldebescheinigung“ of new home. If you live outside of Germany, you have to kindly ask them (patiently, no act of anger) if you can verify via videocall + passport. If their basic support staff decline your request, you have to get in reach with someone higher up.
What if your system is compromised and malicious users have access to the private keys...
Does it mean hackers can / should reach out to hetzner and claim rights to the account?
See it from the provider perspective. How can they verify if it is really you?
With regards to previous address on rental, if you have lease document/ utilities bill copy with your name, that would make your case even more solid.
At this moment it is unfortunately not in your court if you claim that you do not remember any addresses...
Oh @mrhost one more thing.
Start taking data backups and moving stuff to different providers/ signup gor another hetzner account and setup new service there.
This is important and needs to be done NOW
well digitalocean, vultr and racknerd recovred my account, also digitalocean i didn’t remember my address too…. their support was so flexible and they found ways to verify my identity…
namecheap recovered my +50 domains names account even i have some expensive premium domains there… without address, just with my id my payment method dates and amount…
Also i ha> @plumberg said:
the worst I have SLA contracts, but i have backups and i’m looking for alternatives…
ssh key + 2fa enabled + payment method + plus bill amount and dates + my ID with selfie with my legal same name on account
it’s that enough ?
That seems like standard OpSec..
This is one of the reasons I never use the 'Sign In with [insert service]' buttons.
Every company is different. They have their own reasons and policies in place.
Just because other hosts were lenient, does not mean every host should be.
Its not what you want to hear and it can be frustrating.
But screenshot you shared earlier showed that the information Hetzner is trying to verify, you cannot provide/ corroborate.
You can try reaching out to @Hetzner_OL - who knows if they can help?
Good luck with finding alternatives if this is not resolved!
How many different addresses have you had since you opened your Hetzner account?
Those weren't your passwords. Those were google's.
Yours are the ones, which kept in a tool like this: https://keepass.info/
(preferably in portable version of 1.x edition, if its features are enough for you)
Evil google
and diss by hetzner is epic
lesson learned don't use google password manager xD
I use dashlane btw, you can check that out. Its much better.
password.txt ftw
Or you can use Vaultwarden on a free instance from oracle/aws/gcp/LET freevps.org
Just last 2 years i have moved to 5 locations
I hope you never be in situation like me 😂
Because Google is evil, they want your ph. number and even then they won't give you access to your account if you change device and location. You give them correct password, you give them recovery secret and all, yet tons of you users have lost their Evil Google accounts.
I think they are trying to now consolidate or something, forcing user to add ph number, and then they would know who actually use multiple accounts. (to certain extent)
Well, that's obviously solid advice but the most funky part is still in front of OP. If Hetzner doesn't let him access his account he can't cancel the the current services, which Hetzner obviously will continue to bill.
the sad part I have phone number. they decided to deplatform me even all mu activity is about tech no politics!
Lesson learned: Don’t use a password manager from a company with 100s of services that might suspend you for any number of reasons
Back then when I lost access to my spare account, I could cancel my services via their support, after indicating I have lost access to my account and do not plan on recovering it because it would be a waste of time, wanted to terminate the account anyway.
That's good for OP but quite concerning in general. So i can have Hetzner cancel random services without any kind of authorization?