Virtual Servers Support
Our Virtual Server Video Playlist
Not Sure Where to Start? Try Here.
Using new and unfamiliar services can be confusing. We get that.
To get you on your way with accessing support and managing your Virtual Server through our client portal, we have made some video guides you can follow.
Below you'll also find more resources like written guides/documentation and FAQ's that you might also find useful.
Written Guides
Prefer a written guide that you can go through at your own pace? We've got you covered! Download our free PDF guides to our Virtual Servers below.
HA Portal: Login, Account Details & Contacts
HA Portal: Managing Invoices
HA Portal: Accessing Support Tickets & The Knoweldge Base
HA Portal: Professional Virtual Server Functions?
The Latest Data Centre Information
You can find the latest information about the status of our Data Centre and all of our services over on our Status Page. This is the best place to check if you're having issues with a service.
Frequently Asked Questions
Need More Support?
Need a little more support or help with something not covered on this page?
You can go to our HA Portal at https://my.hahosting.com/ and access the support section there.
This will let you raise a ticket in our Support System and is the best way for you to get the help you need, as fast as possible.
Have We Been Helpful? Let Us Know
Virtual Server Support FAQs
How-to and troubleshooting answers for HA Hosting Virtual Server (Pro VPS) customers. If your question isn't here, raise a ticket from the HA Portal.
How do I get console access to my VPS if SSH or RDP is down?
Raise a ticket via the HA Portal asking for KVM console access. We'll either send you a one-time noVNC link to the VM console you can open in any browser, or share screen with you so we can troubleshoot together. Console access lets you see boot messages, log in directly even if networking is broken, fix grub or fstab issues on Linux, and clear stuck Windows updates. Most "SSH won't connect" tickets resolve in under 10 minutes once we're on the console. Out-of-hours emergency access is available for support contracts that include it.
My VPS is unresponsive, what should I check first?
Three quick checks before raising a ticket. First, can you reach our network at all (ping 8.8.8.8 from your end to rule out your own connectivity). Second, log in to the HA Portal and check our status page for any maintenance or incident affecting your VM's host. Third, if you can reach other servers on our network but not this one, the VPS itself is likely the issue. Raise a ticket with the VM hostname, what you've tried, and any error you're seeing. We can power-cycle the VM, attach a console and check for kernel panics, or boot from a rescue image if needed.
How do I add more RAM, vCPU or disk to my VPS?
Raise a ticket with the VM hostname and the resources you want added: extra RAM in GB, extra vCPU cores, or extra disk in GB. RAM and CPU changes usually need a quick reboot of the VM to take effect, we'll schedule with you for a quiet window. Disk additions are live, no reboot needed; the new space appears as an unallocated block you can expand the partition into on your end. Most resizes complete within one working hour of the ticket. Billing changes apply from the date of the upgrade, pro-rated to your next invoice.
How do I take a snapshot before a risky change?
Raise a quick ticket asking for a snapshot before your change window. Snapshots are taken at the Proxmox layer, capture the full VM disk state, and are typically ready in under a minute for VMs up to a few hundred GB. We'll hold the snapshot for 7 days by default so you can roll back if your upgrade goes wrong, longer holds on request. Keep in mind that snapshots are not a backup; they live on the same Ceph cluster as your live VM. For true off-cluster protection, add Veeam Backups to your VPS (see the next question).
How do I add Veeam Backups to my Virtual Server?
Veeam Backups are an optional add-on to your VPS, not included by default. Raise a ticket asking to enable backups and we'll quote based on the size of your VM disk and how long you want backups retained. Default backup schedule is nightly with 14 daily, 4 weekly and 12 monthly restore points, on our Ceph cluster in a separate fault domain to your live VM. We can also send a copy to our second UK data centre for added resilience. Restores are handled by our team via a ticket: file-level restores typically within an hour, full VM restores within a few hours.