👉 Root Server not delivered after 24 hours and SCP user does not exist

    Hello everyone,

    I'm a new Netcup customer and I'm hoping someone from the community or Netcup staff can help me understand what is happening with my order.

    Yesterday, I purchased a Root Server with a higher configuration. After completing the payment, I received SCP access information with the username: 379abc.

    About 30 minutes later, I decided to purchase a Pico Server as well for a Pangolin setup. Since I wasn't familiar with the ordering process, I simply searched Google for "Netcup Pico Server" and placed a second order. After that purchase, I received another SCP account with username: 379xyz.

    The Pico Server was provisioned and delivered very quickly, which is great.

    However, my Root Server has still not been delivered, and it has now been almost 24 hours since payment.

    What worries me even more is that I cannot log in to the SCP dashboard using the credentials that were sent to me for the Root Server order (username 379abc). The login fails, and when I try to reset the password, the system tells me that this user does not exist.

    I already opened support ticket NCSUP-912841, but I am still confused about what is happening.

    My questions are:

    • Has my Root Server order actually been provisioned?
    • Why does the SCP account for username 379abc appear not to exist?
    • Did I accidentally create two separate customer/SCP accounts by placing two orders?
    • If so, is it possible to merge these accounts or user IDs?
    • Could someone help verify my Root Server order and move the provisioning process forward?

    I completely understand if this situation was caused by my own mistake as a first-time customer. I'm just confused because I paid for the server, received access information, but the account appears not to exist and the server has not been delivered. I opened support ticket NCSUP-912841 yesterday, but so far I have only received the automated acknowledgement email. I have not received any actual support, update, or explanation regarding my order.

    At this point, I am feeling quite frustrated because I have already completed payment, my Root Server has not been delivered, and the SCP credentials that were sent to me appear to belong to a user that does not exist in the system.

    Any help or guidance would be greatly appreciated.

    Thank you!

    • Hilfreichste Antwort
    Zitat von dbtmaxxing

    Has my Root Server order actually been provisioned?

    Apparently not, because according to the support reply in your second screenshot, "there seems to be a problem in provisioning your server" and they "will check the matter".

    Zitat von dbtmaxxing

    Why does the SCP account for username xxxx appear not to exist?

    Because of the above problem.

    Zitat von dbtmaxxing

    Did I accidentally create two separate customer/SCP accounts by placing two orders?

    Yes.

    Zitat von dbtmaxxing

    If so, is it possible to merge these accounts or user IDs?

    You have to ask support if they can do that. If not, you could cancel the RS and order another one using the account with the Pico.

    Zitat von dbtmaxxing

    Could someone help verify my Root Server order and move the provisioning process forward?

    According to the support reply, they're on it. So you need a little patience until they solved the issue.


    Please remove or redact sensible information like your usernames and your name and the name of the netcup employee from your post and the screenshots.

    [Suche] RS Piccolo gesucht

    Einmal editiert, zuletzt von terence (12. Juni 2026 um 10:25)

    Zitat von terence

    Please remove or redact sensible information like your usernames and your name and the name of the netcup employee from your post and the screenshots.

    ty i've removed screenshots that reveal my usernames

    Zitat von terence

    you could cancel the RS and order another one using the account with the Pico

    so in this case can u guide me how can i cancel the RS order? will Netcup refund my money?

    but i think the best option for me is waiting them deliver my RS server. its still okay if seperate user ID is not the problem i am okay w/ login into 2 seperate user ID... cuz the pico server i paid it for 12 months & no need to frequently login

    btw many tks for your advice! i will wait for them

  • dbtmaxxing 12. Juni 2026 um 11:31

    Hat einen Beitrag als hilfreichste Antwort ausgewählt.
    Zitat von terence

    For RS there's a 30-day money-back guarantee. See https://www.netcup.com/en/server/root-server

    mate where can i find a button or field to request refund? i check the products section & because they haven't delivered it to me yet so i can't see anything here, the invoice section also doesn't have any place for me to request refund

    Hello,

    I believe I am experiencing a very similar issue.

    I ordered only a single product, an RS 1000 G12 Root Server, and I have only one customer account.

    My order timeline was:

    • Order placed and invoice paid.
    • CCP account was created and works correctly.
    • SCP credentials were sent to me.
    • I successfully logged into SCP and changed the password.
    • The Root Server was never provisioned and does not appear in CCP.
    • The next day SCP stopped working completely.
    • Password reset reports that the SCP user does not exist.

    Unlike the original poster, I did not create multiple orders and I do not have multiple SCP accounts. There is only one customer account and one Root Server order.

    Because the symptoms are almost identical (server not provisioned + SCP user disappearing), I am wondering if this is the same provisioning issue.

    I have already contacted support and am currently waiting for a response.

    Has anyone else experienced this recently with Root Server provisioning?

    Thank you.

    I think one thing that would significantly improve the customer experience in situations like this is better visibility of provisioning issues.

    At the moment, customers only see that:

    • the invoice is paid,
    • the server is not delivered,
    • SCP may not work,
    • support tickets remain open.

    From the customer's perspective, there is no way to know whether:

    • the order is still being processed,
    • provisioning has failed,
    • engineers are already working on the issue,
    • or whether support has simply not seen the ticket yet.

    This uncertainty leads customers to open additional support requests, search the forum, and repeatedly contact support for status updates.

    In my opinion, it would be very helpful if provisioning incidents were reflected on the status page whenever multiple customers are affected.

    For example:

    "Investigating Root Server provisioning delays"

    or

    "Provisioning issue identified, engineers are working on a fix."

    Even better would be a simple progress indicator with estimated resolution information.

    Something like:

    âś” Payment received
    âś” Customer account created
    âś” SCP account created
    âś– Provisioning failed
    ⏳ Engineers investigating

    This would immediately answer the most common customer question:

    "What is happening and how long will it take?"

    It would also reduce the number of duplicate support tickets and forum posts because customers would know that the issue is already acknowledged and being worked on.

    At the moment, several customers appear to be experiencing the same symptoms, but the status page still shows all systems operational, which makes it difficult to understand whether the issue is individual or widespread.

    I hope this feedback is helpful.

    I have absolutely same problem as @embedmind. The report request was left 2 days ago and there's still no answer. The RS was paid in advance on last Friday.

    UPD: I mean it's okay with any delays cuz server infrastructure is a complicated thing. But it's really important to know dates for your calmness and the knowledge that managers know about your problem.