Netcup ordering process - I definitely do not recommend to use NETCUP.
Hello, I'm an independent developer trying to start a startup. During this process, I researched this topic to move my product to a test environment and make improvements on the server.
Afterwards, due to generally positive feedback about netcup.de, I placed my first order on April 9th, 2026, and received an email stating that the process would be reviewed and I would receive an email confirming the status.
The next day, I sent an email to mail@netcup.de inquiring about the process. However, I received no response. I waited until the weekend and sent my third email on April 13th, 2026. Again, I received no reply.
Today (April 15th, 2026), I received a reply. It stated that the purchase was deemed suspicious and cancelled. It said I needed to start the purchase process again.
I updated my address and other information and placed another order completely correctly, and 5 minutes later I received another notification that my order was cancelled again due to being deemed unsafe.
I wrote a very detailed email to find out what the problem was. I've attached it below.
"Dear netcup Team, I am writing to express my deep disappointment regarding the recent cancellation of my orders and the lack of communication from your support team. I am an independent developer currently moving into the startup phase of my SaaS project, Sustys (www.sustys.com). I specifically chose netcup because of your commitment to green energy, as sustainability is at the core of my business. However, I am now stuck in the testing phase because I cannot get a server provisioned. This is the second time my order has been canceled without a specific explanation. Furthermore, I have been waiting for a response to my inquiries for a week now. For a founder who will eventually require a much larger infrastructure and who even considered netcup as a potential long-term partner, this experience is incredibly frustrating. Waiting a week for a basic response is unacceptable. If my information is deemed "incomplete," I expect a clear explanation of what is missing rather than a generic automated rejection. Please clarify the next steps and let me know if it is possible to verify my account. If I do not receive a positive and timely response, I will be forced to take my business to another provider. I look forward to your immediate feedback."
I've attached a screenshot of their reply to my email.
Their customer service and support department is quite poor. I'm experiencing a ton of problems even before receiving the product. What about the future?
This is my experience. Even for an unconfirmed order, I'm struggling for a week to get a response. There's no problem that can't be solved or bill that can't be paid.
Finnaly, I absolutely do not recommend Netcup.
++++++ Final UPDATE ++++++
They contacted me and informed me that this was an error. I know it's not a system issue, but we were able to find a middle ground to test their service. After a month, I will share my experiences in detail in a post. They informed us that they would be reviewing their customer service policies.