Frequently Asked Questions

Following is a recap of questions often asked in tickets or discord.

What counts towards my bandwidth limit?

All upload generated by the server from your account counts — torrents, Plex streaming, and downloading to your home machine for instance.

Any download to the box does not count.

What happens when I go over my upload limit?

Your box gets limited to 200KB/s upload until you hit 200GB over your quota, at which point your box will be disabled until you buy a bandwidth boost or your reset date is reached.

Can I upgrade my account?

Yes! There is always a way to achieve this.

If you see this message:

Upgrade notice

It means you can upgrade your account in-place on the same hard disk. This takes a few minutes.

If that message is not visible, you can still upgrade but we will have to move you to another server. This takes a few hours depending on how much storage you are using. It's always recommended to clean up before a migration to shorten the time it takes. All config and apps are taken with you during a migration.

Can I share my AppBox +Stream?

TL;DR: It's not against the rules per se, but the experience might not be what we intended. If you want to do more than three transcodes at the same time, look elsewhere.

With the Streambox, CPU is a valuable resource. To make sure one user doesn't bring the whole server down, we limit CPU usage per box. You should have enough to transcode one or two high quality 1080p movies, but if you start doing more streams simultaneously your cores will be under heavy load, which may cause stuttering. We would like to ask you not to share your box for this reason.

Using multiple direct streams is fine though. When using a direct stream the CPU remains untouched — only bandwidth is consumed, and we have plenty of that. You just need a Plex app that supports direct streams and need to be close enough to the servers for latency to allow it.

How far does the support for all the apps you have available go?

We are responsible for making sure the apps are installed and set up with a secure username and password. We support a sane default installation so most apps work out of the box — for instance, by default Sonarr will automatically add torrents it downloads to Deluge or rTorrent, and Plex will by default look for content in the media folder. You are free to configure all applications however you like, but this is where our support ends. The applications should run and be restartable, but any client-side configuration you do is yours to support.

Where are the boxes physically located?

We have servers in multiple locations: Luxembourg, The Netherlands, and France. The company itself is located in The Netherlands and under its jurisdiction.

What methods of payment do you support?

Currently we support payment via PayPal and cryptocurrencies such as Bitcoin, Litecoin, and Dogecoin among others.

Is my box IP just mine?

On our managed plans you share your IP. Some trackers have very clear rules about IP sharing, so you should always check all tracker rules when you get your account. Most of the time a simple statement in your profile should suffice.

On our virtual servers you get a dedicated IP.

How can I get support?

The quickest way to get support is through our Discord server. During daytime GMT+1 someone is usually available — we might not reply instantly but if you highlight one of the admins we will get back to you.

Tickets are the main way to get support if nobody is available on Discord. Public tickets can be viewed and answered by all our members, which increases the chance of a quick answer. Private tickets are for billing issues and similar matters.

What details do you log?

We need to keep a permanent record of your email and country for tax purposes in our own database. Our website also logs the last known IP on each login. On our servers we log the last IP login over SSH and FTP — these details are wiped monthly. We don't log OpenVPN logins/traffic or VNC logins.

Do you offer trial accounts?

No. There was too much abuse in the past. We do however have a 48-hour refund policy — if you are unhappy you can get your money back.

How often does the website update the storage quota?

The website updates the storage quota every 20 minutes. If you want to see your current quota right away, open a terminal via VNC or SSH and type quota.

Can I get root access on my AppBox?

No. Only our VPS plans come with root access.

Can I get a custom +Dedi server?

Most likely: No.

The reason the +Dedi servers are affordable is because we order them in batches, pushing the price down. Custom servers don't have this benefit and would therefore be much more expensive. The margins on +Dedi servers are also very thin, which is manageable when there is a market to quickly rent them to a new member — which exists for all stock plans. Since there is no channel to rent out custom +Dedi servers, it ends up being financially difficult.

Can I use CPU or GPU to mine for cryptocurrency on a shared box?

No. This uses resources that interfere with other users on the box. This includes the Appbox Elastic which can boost to 8 cores — that CPU flexibility is meant for transcoding purposes so there are enough resources for everyone on the box.