MacStadium Knowledge Base

Account

FAQs
Can I change dedicated server type and options?

One of the great features of our dedicated server offering is that you may change models at any time. Contact support and make a request to change to the new model type.

When possible, we will migrate your data free of charge but there may be downtime depending on hardware configuration. Billing will stop for the old server and start for the new server without penalty.

When applicable, you can also add or remove options like additional RAM, external storage, firewall, etc. within your customer dashboard under the Add-Ons tab within the details of your subscription(s).

Changes to dedicated servers submitted to support via either method are managed via a work-order ticket and completed at the first available time (usually within an hour or two).

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Can I change hosting plans?

Yes, we can move your Mac mini from one hosting plan to the other at no cost to you. This only applies to the Mac mini, since the Mac Pro is available solely on the Elite+ plan.

Customers may login to their customer dashboard and open a support ticket to request this change.

A change of hosting plans requires physically moving your server to a new rack slot. Your server will experience minor downtime during the move. Within your request ticket, we’ll work with you to reduce downtime via scheduling.

We will prorate your hosting charges that month based on the number of days your server spends on each hosting plan.

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Can I order additional IP addresses for my subscriptions?

For $2 per month per IP, MacStadium offers individual, public IP addresses.

To configure a second IP address in macOS, follow these steps:

  • Within System Preferences select “Network” and click the “+” button in the bottom left hand corner.
  • Under the “Interfaces” drop down, choose “Ethernet” and provide a name (you’re free to choose the name, eg. Ethernet 2). This will allow you to configure a second IP address under the new interface you created.

Another use for multiple IP addresses is when running VMware ESXi on your hosted Mac. When you start a hosted Mac subscription running VMware ESXi, it includes one IP address for public internet access. But, you’ll need to order more if you wish to build virtual machines that are publicly accessible via the internet.

We also offer large IP address blocks. A block must be ordered via support ticket. These make sense if you have a cluster of servers or virtual machines and need consecutive IP addresses.

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How can I reactivate my cancelled Mac subscription?

In order to reactivate a Mac, log into the MacStadium Portal and select the previously deactivated subscription. To do so select the Actions button on the right of your subscription overview and select Reactivate from the drop down menu. A ticket will be automatically generated for our engineers to execute and you’ll be notified once your Mac is accessible again. You can find more information here.

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How do I add more team members to my account?

Using the MacStadium customer dashboard you’re able to add multiple team members to your account and apply user-specific permissions to them. This allows you to grant access only to certain parts of the customer dashboard. For example, you could add someone of your accounting department to your account and only allow them to see accounting related parts of the dashboard.

If you would like to add another team member to your MacStadium account please first log into your customer dashboard. Once you’ve done that locate the silouette of a person in the top right corner and select Team Member. From there you can add a new user using the New Team Member button in the top right.

Required items for you to fill out are:

  • Name
  • Email address
  • Role

The Phone Number field is not required to be filled in.

Once you’ve added your team member to your account, our system will send  an activation link  to the specified email address allowing them to set a password for themselves.

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How do I end or cancel my subscription?

You don’t need a lengthy contract to take advantage of Mac hosting at MacStadium. We bill on the anniversary date of your subscription each month for the next 30 days of service.

If you ever decide to leave MacStadium, you can do so through your customer dashboard. To cancel a single subscription, open its details, click on the Actions dropdown, and then click Cancel. If you have multiple subscriptions and want to cancel your account, please submit a support ticket. This can be completed at any time for any and all subscriptions you no longer wish to use. When you cancel a subscription, the server is taken offline and all data is destroyed.

If you cancel your subscription before the end of your current service period, we do NOT refund any amounts already paid for service in the future. In accounting terms, we don’t prorate services at MacStadium due to the man-hours required to return used hardware to inventory for re-use.

If you own the Mac on the canceled subscription (because you shipped it to us as part of our colocation service), we will return your server to you after verifying the shipping address and speed of shipment requested. Our billing department will charge your payment method on file the actual shipping amount to close out your billing.

You’re always welcome to return at any time with the same account.

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How do I share my account details in a support ticket?

The simplest solution is to add them in the support ticket via our secure web interface. For additional security, we have also added a checkbox labeled Contains Sensitive Information which prevents the text being sent in your ticket note from appearing in any plain text emails - you and your team members must sign in to the customer dashboard to view the message.

You are also free to change the credentials after we are done assisting you. 

If you are uncomfortable leaving that information available in an archived ticket (we can’t erase them), there are web services that can provide one-time, password-protected links to your sensitive text. Below are just a few of the options:

MacStadium does not endorse the use of these services (we are confident in the security of our ticketing) but understand your desire for secure transmission protocols. Please thoroughly researchthe technology, terms and conditions, and privacy policy of third-party web service when considering sharing your sensitive content with them.

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