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Cloudzy account suspended without warning: 4 servers offline, no explanation, no way to retrieve dat
I’m sharing my experience here because I want to work with Cloudzy to resolve this situation, understand why my account was suspended, and recover our data.
I have been using Cloudzy for several months. My account had four servers:
- One hosting our production dApp and its supporting services.
- Two running private VPNs, which had been unused for a long time but remained paid for.
- One supporting services related to Firebase Cloud Functions.
Cloudzy suspended my account for an alleged AUP violation, taking all four servers offline without prior warning. Their initial response stated that they had received reports of abusive activity and that the decision was “final and non-negotiable.”
Why the F*CK you want me to "open a ticket" in my e-mail to solve the problem? Just freaking ban it right away, so both of us not to lose time.
I understand that providers need to act on abuse reports. I am not asking Cloudzy to ignore its AUP. I am asking for enough information to understand what happened and an opportunity to address it.
I want to cooperate and fix the problem.
To the best of my knowledge, our intended use complies with Cloudzy’s policies. Whenever I am unsure whether a planned activity might violate the AUP, I contact support before proceeding. I also reviewed the AUP and asked about our intended use before using the service.
That does not rule out an unexpected technical issue or unauthorized activity. If something happened on our servers, I want to investigate and correct it. But I cannot do that without specific information.
I need a clear explanation of the suspension.
I have asked Cloudzy to identify the affected server or IP address, the activity detected, the relevant timestamps, and the specific AUP provision involved. So far, I have not received a clear explanation that allows me to investigate.
The servers had been running for months without an AUP issue being raised with us. I understand that this alone does not prove there was no violation, but the sudden account-wide suspension needs a more actionable explanation.
I also need access to recover our data.
The suspension happened approximately two hours before our next scheduled backup to Cloudflare. I have asked for help retrieving the latest data, but so far Cloudzy has not provided a workable recovery option.
Even if they will not restore the services, I am asking for temporary restricted access or an export of our data so we can recover and migrate.
Support eventually escalated my ticket and technical report to their senior team, which I appreciate. However, that escalation has not yet resulted in a clear explanation, restored access, or a way to retrieve our latest data. All four services remain unavailable.
My requests are straightforward:
- Explain what activity triggered the suspension.
- Work with us on any corrective action required.
- Provide a way to retrieve our data if reinstatement is not possible.
I also submitted a PDF documenting the earlier technical issues, including Kubernetes pods failing approximately every three hours, and asked their senior technical team to investigate. Despite that escalation, I still have not received the help needed to resolve the situation.
I have the PDF here on Drive (I asked Claude to make an investigation why my pods (k8s) always die every 3 hours - i assumed this is from the Cloudzy but I think it is normal and not ticketing the Cloudzy)
https://drive.google.com/file/d/1v4uqxYQmkDkkybNuD0QOjKQ7DrKJfel-/view?usp=sharing
Comments
Cloudzy Techinical Support Team ARE NOOBS. THEY DO NOT KNOW HOW TO INVESTIGATE AND JUST WALK AWAY FROM THE RESPONSIBILTY.
This is some whole new level support request: https://drive.google.com/file/d/1v4uqxYQmkDkkybNuD0QOjKQ7DrKJfel-/view?usp=sharing
Bro literally asked llm to make a 11 page pdf !!
while working on data migration, i knew something is wrong and not sure it's really come from my side. so i checked back the conversation with claude 11 days and it really is.
LLM is awesome, helped me prove their server has problem and still got account suspended anyway.
Hi @nle2000,
I'm Hannan, founder of Cloudzy.
I came across your post and wanted to personally address your concerns.
First, I understand how frustrating this situation must be, especially when your production services and data are involved.
We take abuse reports and security matters seriously, and in certain circumstances, immediate suspension may be necessary. However, we also believe customers deserve clear communication and fair treatment.
I'm going to have our senior team review your case, including the reason for the account-wide suspension, the communication you've received, and the options available for recovering your data.
While I cannot promise reinstatement before reviewing the details, I want to ensure your case receives proper attention and that you receive a clear explanation of the next steps.
Please send me your ticket ID privately so I can follow up with the relevant team.
Thank you for bringing this to our attention.
Hannan
Founder, Cloudzy
So the resolution is for you to do more and re-communicate the same crap to the same people again. I love this forum so much for keeping me away from services like this. I feel like it's saved me so much time and money.
Thanks for replying. This is my case id: 202587. I am willingly to work with Cloudzy to resolve the problem. If case is going well, i will remove the negative review on trustpilot and confirm here on LET if everything is settle.
Time to activate your data recovery plan.
Zero Backup == Zero worth
How can you use data recovery plan if you got suspended? Any interaction on Cloudzy is cooked.
every 5AM UTC, data will be backed up on R2 cloud flare. Every interaction in Cloudzy is unusable if got suspended.
If you only do daily backup, that still means 24 hours of data is exposed. If you cannot tolerate 24 hours of data loss, then the solution is real-time replication, hourly/ever-15-minutes incremental backups, or some other form of higher frequency back-up.
I know that's of no help right now, though, and I hope you find an amicable solution with the host.
I was working on db-sync and not ready until next week (busy). It could save if i am not that busy, because im a bit trust on cloudzy for using it for months without any problems and got sudden suspend. So I think it is my fault for too late to do db-sync between 2 VMs.
Thank you for sharing.
I had a bad experience with them recently as well. I purchased a VPS that had a lot of connectivity issues and then an outage that lasted over 12 hours. I decided to cancel since I was still within their 14 day money back guarantee window.
According go their refund policy customers are entitled to a 14 day FULL refund, with the funds returned to the original payment method.
After requesting my refund they informed me that 10% will be deducted for transaction fees and taxes. When I asked them to point out where this is on their refund policy they claimed it was part of a newly introduced refund process and blamed the payment processor. I paid with BTC and my payment was done via BTCPay.
Speaking of paying with BTC, they also insisted that I provide TRC 20 / ERC 20 wallet addresses for a refund in USDT instead, again dispite what their refund policy that says refunds will be returned to the original payment method.
I had to go in circles with them, pointing out their contradictions and asking them to honor the terms I agreed to when signing up.
Eventually, after escalating the issue (multiple) times, their "finance" team agreed to waive the 10% deduction "as an exception". They treated honoring their advertised full-refund guarantee as some kind of special accommodation.
They ultimately processed my refund on September 30, but in USDT over the ERC-20 network rather than the Bitcoin I originally paid with. I accepted that arrangement to get the matter resolved even though I don't use USDT and also have no ETH to transfer it out. The amount is so small so it will just sit there for now.
A money back guarantee shouldn't require customers to argue with support, challenge undisclosed fees, or negotiate exceptions to receive what was promised. I'd strongly recommend reading their refund policy and keeping a offline copy of it. Based on my experience, what they advertise and what their support team tries to enforce aren't the same thing.
A disaster recovery plan that relies on the service being up is worthless.
Thats not a disaster recovery plan in the first place let alone worthless....
It seems you’re completely missing the point or simply failing to read through everything the OP stated. Yes, he managed to restore the system, but there’s still up to 24 hours of data loss. Since when is a paying client, holding a contract that guarantees uptime and operational availability, expected to shoulder all the risk regardless of trust? If they didn't trust the provider, they wouldn't have rented from them in the first place.
Stop shifting the blame onto the client, it’s blatantly obvious victim-blaming. The provider has an absolute responsibility to give proper advance notice before suspending any service.
this has to be a fail in translation..?
Which part of 'notify before suspension' needs translation for you? It's standard industry practice, not ancient Greek.
oh sorry i assumed you were using gpt to translate from your native language because it's nonsense. i mean i'm a buyer around here so i like the sound of it, but once i've broken tos i suspect most hosts here would snort at the idea they have any further responsibility to me.
I dont know of a single provider that gives notice before suspension if you are violating the terms of service
Perhaps they're referring to a warning rather than advance notice for a decided-upon suspension?
I usually give a 24 hours notice for any abuse as long as the account has been using the service for more than 1-2 months, unless it's extremely. Usually for people that have been paying for a few months, any issues with abuse usually are like 50-50 intentional or not.
I don't know what OP did, I don't see it mentioned anywhere but maybe I missed it, but he said he's been a client for several months, So immediate account closure would probably be something extreme like the IP being used as a botnet controller, CSAM, hosting malware, etc.
But abuse is abuse at the end of the day, some won't tolerate it as much as some others may.
just realised the data of $1M record of our users have been erased, this is COOKED for me. just want some help from @Hannan to help me to solve with the data retrieval asap for me to get part of the data we lost.
With respect, how do you not have important information like that backed up to a remote location?
Doesn't matter if you're using some random $7/YR LET provider or AWS or something in between, sounds like you had critical data on the system and it should have been held in more than one copy.
Dude. If there's $1M worth of tx within 24H, you better store WAL and artifacts to enable recovery from the last backup.
i have the data copied on the aws as well, but it doesn't include the "creds". basically, it is my fault for not including it (but it's not relevant to the service got suspended without awrning).
during that moment, im also working on setting up another VM (for db-sync purpose and fallback if the 1st host has problem) on another provider but this happened too sudden so i lost its "creds".
Hi @nle2000,
Thank you for providing your ticket number. I've looked into the information from our security team and wanted to provide some additional context.
The suspension was not related to normal VPS usage, VPN services, or routine technical issues.
Our security team received a serious phishing-related abuse report associated with infrastructure on your account, including a listing from Spamhaus.
Phishing, particularly involving financial institutions, is something we take extremely seriously. Such activity can harm innocent users and affect the reputation and accessibility of our entire network.
In situations involving serious security threats, we sometimes have to act immediately rather than provide advance warning. This is covered under our Acceptable Use Policy.
That said, I understand your concerns about the lack of a detailed explanation and especially your need to recover your data.
I've asked our security and infrastructure teams to review three things:
1. The specific evidence behind the suspension and the scope of the affected services.
2. Whether the account-wide suspension was necessary.
3. Whether we can safely provide a way to retrieve legitimate data without reactivating potentially harmful services.
We will provide the technical details we can share through your existing ticket, #202587, rather than disclose account-specific information publicly.
I also want to clarify that receiving a serious abuse report does not automatically mean the account owner was personally responsible. Compromised servers are another possibility, and that is something our investigation needs to consider.
While protecting our network and other internet users is non-negotiable, we also want to handle these situations fairly and communicate clearly with our customers.
I'll personally follow up on the outcome.
Hannan
Founder, Cloudzy
.
I’m glad to see this clarification, as I have never been involved in any financial fraud, scams, phishing, or related activities. In fact, I have already offered to complete KYC or KYB verification in the existing ticket to demonstrate my willingness to cooperate and establish transparency.
Additionally, some of the VMs hosted under my account have not been used or accessed for several months, so it is entirely possible that one or more of them were compromised without my knowledge.
If the account suspension is to remain in place, I need a snapshot of the VM running our production environment, as well as access to retrieve the data from its attached volumes. This is particularly important because we are currently working with Bitget, and our production environment contains credentials associated with that integration.
What I find particularly unacceptable is that, instead of identifying and suspending the specific VM responsible for the reported abuse, or issuing a warning that would allow us to investigate and remediate the issue, Cloudzy chose to suspend every VM under the account simultaneously, including our legitimate production infrastructure.
I fully understand the importance of protecting your network from abuse. However, a blanket suspension of all services without distinguishing between potentially compromised instances and legitimate production workloads is disproportionate and has serious consequences for customers operating legitimate businesses.
I appreciate your willingness to personally investigate this matter, and I hope we can reach a fair resolution, particularly regarding the recovery of our production data.
I just checked Spamhaus and confirmed that my VM’s IP address, 144.172.65.0, has been blocklisted.
This VM was used to host a VPN, which I have not used in a long time. I suspect that the wg-easy admin password may have been too weak, although I have not yet confirmed whether it was compromised.
My activities are lawful and do not involve phishing or other illegal activities. I understand the need to address abuse reports, but suspending the entire account over an issue involving one VM would also disrupt unrelated production services.
I believe a more appropriate approach would be to contact the customer first to investigate and resolve the issue, or suspend the affected VM if immediate action is necessary, rather than suspending all VMs under the account.
I believe a more appropriate approach would be to secure your infrastructure and services properly instead of letting them run unattended with weak passwords and then cry out loud when you get suspended for getting compromised.
Have you reused passwords? Were your customers data endangered? Maybe the provider did you a favor by shutting everything down quickly, before the attackers could spread onto your other systems... ever thought of that?
Hi Falzo,
That VM was only used for testing and has been inactive for several weeks. Our production VMs use strong, high entropy passwords and separate access credentials.
basically, the VM for demo is kind of abandoned VM to me but still paying for.