Hetzner가 내 계정과 서버를 삭제해서 아무것도 남지 않았습니다. 어떻게 해야 하나요?

지원 자체 호스팅
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여러분, 저는 정말 절망적이고 어떻게 해야 할지 모르겠습니다. 이 끔찍하고 아마추어적인 회사 Hetzner는 저에게 전혀 도움이 되지 않기 때문에, 제가 도움을 받을 수 있는지 확인하려고 Meta에 왔습니다.

현재 상황 요약:

저는 몇 달 동안 Hetzner를 사용해 왔는데, 지난 금요일에 제 포럼이 다운되었습니다. 매우 이상하다고 생각하여 Hetzner 계정에 로그인하여 서버에 무슨 일이 있었는지 확인하려 했습니다. 그런데 로그인하려고 했더니 "계정 비활성화"라는 메시지가 떴고, 저는 당황하기 시작했습니다.

Gmail에 접속했을 때 Hetzner에서 온 이메일이 하나 보였는데, 제 계정의 주요 이메일이 임시 이메일로 변경되었다고 했습니다. 즉, 누군가 제 계정에 로그인하여 제 이메일을 다른 임시 이메일로 변경한 것이었습니다.

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저는 당황하여 Hetzner에 이메일을 보냈습니다.

하지만 그들은 답장을 하지 않았습니다. 저는 금요일, 토요일, 일요일, 월요일까지 이메일, 트위터, 인스타그램, 페이스북, 유튜브를 통해 메시지를 보냈지만 전혀 답장이 없었습니다. 그들은 라이브 채팅도 없고 지원 서비스도 최악입니다! 이 며칠 동안 저는 고통과 절망, 그리고 심각한 신경쇠약 상태에 있었습니다. 제 포럼은 오프라인 상태였고, 모든 사람들이 설명, 답변, 해결책을 요구했지만 제 사용자에게 무엇을 말해야 할지 몰랐습니다. 그저 스트레스에 시달리며 절망스러웠습니다.

저는 무슨 일이 있었는지, 그리고 제 이메일을 변경하지 않았다는 점을 상세히 설명하고 제 서버에 무슨 일이 있었는지 질문하는 메시지를 보냈습니다. 제가 모든 것을 보내고 나니, 그들은 단순히 이것만 보냈습니다.

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저는 더 미칠 것 같았습니다. 그들은 진행 방법, 무엇을 해야 하는지, 어떻게 행동해야 하는지에 대해 아무것도 보내지 않았습니다. 제가 모든 것을 말하고 나서 그들은 단순히 제 계정을 찾을 수 없다고만 하고 끝냈습니다.

그래서 저는 상황에 대한 분노를 담아 이메일을 보내고, 회사에 입장 표명, 도움, 지원을 요구했습니다. 이는 아마추어리즘과 상식의 부재에 가깝고, 저를 그렇게 무시하고 경멸하며 무슨 일이 있었는지 설명을 요구했기 때문입니다. 그리고 그들은 저에게 이것을 보냈습니다.

1- Meta에서 더 이상 파일을 게시할 수 없으므로 아래 게시물에 첨부하겠습니다.

저는 확신합니다. 어떤 해커가 제 계정을 탈취했고, 그들은 그것을 인정하고 싶지 않은 것입니다. 왜냐하면 그것은 그들의 보안 침해가 될 것이며, 회사로서는 저에게 설명하는 것이 매우 부끄러울 것이기 때문입니다. "저희 회사의 보안에 실패하여 당신의 계정이 탈취되었고 모든 것을 잃었습니다"라고 말하는 것은 수치스러운 일이 될 것입니다. 그래서 그들은 "당신의 계정에서 의심스러운 정보를 발견했습니다. 이 정보에 대해 몇 가지 우려가 있으며, 당신의 계정을 폐쇄하기로 결정했습니다."라는 거짓말을 한 것입니다.

하지만 최악은 아직 남았습니다.

2 - Meta에서 더 이상 파일을 게시할 수 없으므로 아래 게시물에 첨부하겠습니다.

진심으로, 지금 일어나고 있는 일을 믿을 수가 없습니다. 마치 농담인 것 같습니다. 끔찍한 지원 서비스, 지긋지긋한 회사, 왜 저를 이렇게 대하는 걸까요? 왜 저는 여성이기 때문일까요? 왜 저는 라틴계이기 때문일까요? 왜 저는 브라질인이기 때문일까요? 전혀 말이 안 됩니다. 저는 Hetzner가 진지한 회사라고 생각했습니다. 저는 여기서 많이 울고 있습니다. 2년 동안의 코드가 쓰레기통에 던져진 것 같습니다. 제 포럼에서 만든 모든 코드, 모든 수정 사항, 모든 노력, 잠을 이루지 못한 모든 밤, 제 천사여, 제 계정은 해킹당했습니다. 그리고 그들은 그것을 인정하고 싶어하지 않으며, 의심스러운 정보 때문에 제 계정을 비활성화했다고 거짓말을 합니다. 그들은 Hetzner에 보안이 없다는 것을 인정하고 싶지 않아서 비활성화한 것입니다. 그리고 여전히 저를 그렇게 대합니다. 끔찍한 지원 서비스입니다.

이제, 저는 단지 이것만 알고 싶습니다. 제 서버를 어떻게 복구할 수 있을까요? Hetzner만 그것을 돌려줄 수 있을까요? 아니면 제가 모든 것을 되찾을 수 있는 방법이 있을까요?

이제 무엇을 해야 할까요?

저는 너무 절망적이고, 멈추지 않고 울고 있습니다. 2년 동안의 코드와 제 포럼에 대한 헌신이었어요. 저는 Hetzner를 전적으로 신뢰했는데, 이런 일이 일어날 것이라고는 꿈에도 생각하지 못했어요. 제 서버의 백업을 복구할 수 있는 방법이 있을까요?

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That does sound very upsetting. Do you have a downloaded backup? That would always be the best way to recover from a disaster. Ideally you also make sure that your latest backup is kept in two safe places.

If you don’t have a backup in your hands, then it might be, sadly, that your only hope is copying data from any accidental online archives, whether at archive.org or in Google’s caches, or elsewhere.

For Hetzner to help you, they would need to know that you are indeed the original owner of the site, and that the email modification was malicious. That might be difficult for you to demonstrate. They would also need to have the forum data or backup, and they might not have that any more.

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I really sorry this happened to you.

I’m sure you have your suspicions who did this to you, given the history you’ve shared here on meta.

You should always:

  • use very strong passwords (and a password manager to help you remember them)
  • 2FA wherever possible.
  • back up your server off-site periodically (at least once a day at another service like Amazon S3).

Especially when you have unfair-competitive and potentially subversive activity going on (as you have previously outlined).

My only query is this:

My VPS provider (for example) requires identity checks to permit sending requests to mail servers - do Hetzner not hold your true identity outside of your account settings? I had to send some official ID - this is not viewable on account. This would verify who you are and it would help them distinguish you from the person who took over your account.

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I am very sorry to hear what is happening to you.

I think at this point in time I’m afraid it would be time to consult with a legal expert. Rightfully or not, the relationship with Hetzner seems burned and beyond recovery.

A sternly worded letter, signed by a lawyer’s on their official scary looking letterhead, with a a stated intent to sue for damages if a backup isn’t sent within 10 business days, to the right address.. Might at least get you past customer support and hopefully allow you to retrieve your data.

Act fast, before they auto-destroy their backups.

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That said, it’s important that you always use your real name and your emails should too.

You are apparently emailing as “dex dex” and dexforum3524@gmail.com and to be honest that would set off some red flags with me as well.

And as long as you depend on their help it’s not constructive to call them amateurs and lacking common sense. It’s obvious that you feel that way but there is a time and a place for this (and that is AFTER you got back your data).

The most important tip, as @merefield already said, always keep backups at another provider. And keep your code in Github, never just on production.

I do realize that some of these tips don’t help you right now, but it might help others and it might help you a next time (hopefully there won’t be a next time but you never know).

At the same time, Hetzner should never allow someone to change their billing email to @burnermail.io without an explicit confirmation. Time to lawyer up. Good luck!

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I have never set up a backup other than Hetzner, I always trust the company completely, is there a way to set up a backup through Google Drive? I sent personal document to hetzner, photos, information and other things well itemized, they just sent “we can’t find your account”, this after 3 days, I found their support so horrible.

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I only had the server password, and I never passed it on to anyone, I can’t understand how someone managed to enter my account and change the email like that, when I made the account at Hetzner, I sent my official document too, I gave all my information etc. And now I sent all my information again, even an official document again, but their support is very monosybalic, it seems that they don’t really want to help.

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I don’t have the conditions to do that, but I’ll see if there’s a lawyer who can help me for free on the internet.

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If they have your real ID then you need to request your support issue be escalated to the duty manager.

It is unfortunately not uncommon to have ones account taken over by another.

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I used the browser’s edit element to remove my name and leave Dex Dex, so I wouldn’t be so exposed. After 4 days, anguished, desperate, stressed, scared, I had to call them amateurs, so as not to call them with a worse or uglier name. But I’ve already accepted that Hetzner has horrible support and doesn’t want to help me, their answers are monosybalic and rude, I sent them an email explaining everything in detail, taking pictures of me, pictures of my documents, proof of residence etc, for them to tell me they send “we couldn’t find your account” and then “we don’t owe you any satisfaction”, I tried to hold back as much as possible so as not to curse them even worse, it was 4 days of nightmare and with my users asking what happened, but I’ll send an email threatening them legally

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I’m using google translate, so I’m sorry if something is out of context or sounding rude, I don’t know how to write in English

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I suspect they still think they are talking to the nefarious player.

You need to try to persuade them that you are the original genuine owner and please be clear to them that you believe your account was taken over and subsequently abused.

They might have done some terrible things in your name. I can only imagine. You must make it clear it was not you.

Appeal to talk to their manager.

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This is unfortunate and unconscionable. Assuming you will not go for the lawyer route, I can only offer how I might write an appeal to them:

Hello,

I am writing to plead for the return of my account, or at least my data.

My Customer ID is K1027793822.

The background here is that on [date and time] a bad actor appeared to have gained control of my account. The email on the account was changed from [from] to [to]. I have this email as well as precious invoice emails that show I am the account holder.

I don’t know what actions they took that triggered the account suspension, and while I’d like to know everything the account did, my primary concern is retrieving my data.

Please let me know what you need from me to process this request.

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I would recommend:

  • taking legal action since this is a serious issue
  • keeping backups in a safe space
  • appealing to your lawyer
  • Trying to resolve the dispute
  • using 2fa
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One other thought… do not insult the people at Hetzner anymore if you want them to help you. If you are the legal owner you should absolutely be able to prove it while keeping a level head. Good luck.

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This does sound very upsetting sorry to hear about this.

Don’t have a lot of background in issues like this so not sure what would be the wisest course of action.

Never heard of Hetzner before, looks like that’s a German company if you can get them on the phone or talk in person to verify your identity that could help.

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In the past I almost move to Hetzner but fortunate I found some really worrying posts: Google Search

I don’t think you will get back your account or data (backup).

I would look for a new service provider and restore the most recent backup I have. Once it’s done set up: Configure an S3 compatible object storage provider for uploads

Make everything safe as possible!

I think it’s better to lose some data than do nothing and wait. The website must be available no matter how but people should access it. Bad things happens but you should handle and solve it as soon as possible everybody learns from this kind of things. Your community will understand it and you should give some compensation to your users and create a topic where you explain this situation.

You can also put it in read only mode and put a global notice while you see any chance to get back your backup if it happens you can restore it.

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Month ago due the hack, similar thing happened to me, but instead deleting my forum, hacker created new server. Luckily, Hetzner support acted quickly and server backup solved everything. Not sure how hacker got my details, but it was really frustrating to see that you don’t have any channel of communication with Hetzner when account email is changed. The only option is general support email. But they figured out really quickly what is going on and restored my account, so I’m keeping up with them.

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Hope you can get your data back, please let us know how this goes!

Sending a threatening e-mail could help, if you don’t have a lawyer who can do that for you.

I use a German e-mail company based out of Hannover, business e-mail is great because you can use an intimidating address like “Prosecutor@your-domain.com” if you’re threatening to file charges in court.

Usually when an e-mail is changed for an account this sends a notification to the previous e-mail with a link to report if that was done by an unauthorized bad actor, which is what sounds like happened in this case.