Frequently Asked Questions
What are the available operating systems?The following operating systems are available to install on our VPSs:
Centos-6-x86_64, Centos-7-x86_64, Debian-7.0-x86_64, Debian-8.0-x86_64, Debian-8.0-x86_64-minimal, Debian-9.0-x86_64, Debian-9.0-x86_64-minimal, Fedora-23-x86_64, Suse-42.3-x86_64, Ubuntu-14.04-x86_64, Ubuntu-16.04-x86_64, Ubuntu-17.10-x86_64, Ubuntu-17.10-x86_64-minimal, Ubuntu-18.04-x86_64,
What kind of virtualization is offered/used?
We utilize OpenVZ on our infrastructure. If you require KVM virtualization we recommend SpeedyKVM.
What type of hardware will my VPS be hosted on?
We use enterprise hardware utilizing Intel Xeon processors, ECC RAM, and high speed highly redundant SSD RAID storage arrays.
Can I install Windows OS on my vps?
You cannot install Windows OS on your VPS, as Wable only supports Linux. If you need Windows you will need a KVM VPS, we recommend SpeedyKVM.
Why resource bundles?
We want to offer flexibility and scalability to individuals who have a variety of services with different needs. By buying a bundle, you can split your resources across multiple servers.
Where are your locations?
Our locations are listed below, along with the latency to your IP. You can deploy your VPS in any of these locations, or multiple locations, and you can move your VPS at any time.
Dallas (30.3ms to 18.104.22.168)
New York City (6.0ms to 22.214.171.124)
Seattle (65.5ms to 126.96.36.199)
What payment methods do you accept?
We accept payment via credit or debit card (processed by Stripe). When adding a card on file it will be preauthorized for $23.45, this authorization drop off your card within 7-14 days. There is a 1% discount applied to new billings for having a card on file.
How does billing work?
We insert previous month VPS usage charges at around 5AM on the 1st of each month. We insert previous months snapshot charges around 6AM on the 1st of each month. We also insert VPS usage charges immediately any time your spec changes. We bill cards on file every day for any pending charges at 9AM and 9PM. All times are CDT+/-1hour.
If you do not have a card on file you will need to come pay your bill between the 1st and 25th of each month. All accounts with unpaid charges over 35 days old are auto-suspended. Paying a suspended account will auto resume the account and VPS. When an account is 45 days or more overdue it will be banned, and VPS will be auto deleted. When your account is banned you can contact firstname.lastname@example.org to reactivate your account that is under 60 days overdue for a $100 reactivation fee. After 60 days overdue we also delete all snapshots on the account.
Why isn’t my country on the list for supported country codes when I try to setup monthly recurring payments?
We are using Twilio for our automated voice verification calls thus we are limited to the countries that they currently support. You can open a support ticket requesting manual verficiation to add a card on file.
Why was my PayPal payment refunded?
Most likely your PayPal account was not verified and we do not process payments from unverified PayPal accounts. Your PayPal login id must also match the email address on your Wable account. E.g. if you use email@example.com for PayPal that is the email that you must use on your Wable account. This is to prevent attempted fraud (using stolen PayPal accounts).
How do I cancel/close/quit my service?
Go to your account settings and you should see a “Close Account” button. Click it and your account will be closed. By closing your account, you will no longer be billed if you have set up recurring monthly payments.
Do you allow _______?
Please refer to our Terms of Service for information regarding what you can and cannot do on your VPS. If you have any questions, please contact us before choosing a bundle.
Is SMTP Blocked?
SMTP is allowed on the first/main IP of each VPS but is blocked on additional IPs.
Do you offer IPv6?
We do not offer IPv6 right now.
Can I have multiple IPs on one VPS? How do I add or remove IPs?
Yes. You can add and remove IPs by clicking on the "Manage" link for the VPS and the clicking the "IP Addresses" tab and adding and removing IPs. A video below shows the process, be sure to watch in HD and full screen!
Why can't I add more resources to my VPS? / I can't deploy another VPS!
A maximum of 8 CPUs, 100GB SSD storage, and 40GB RAM can be allocated to each VPS. Resource bundles allow you to deploy multiple VPS, each with various resource allocations
How can I contact support?
You can contact us through our support ticketing system.
Why can’t I downgrade my bundle?
To downgrade a bundle your current used resources must be at or below the amount of the requested package.
How do you pronounce Wable?
Do you offer RDNS?
Customers with bundle #3 or higher can set RDNS for their IPs in our control panel under the "manage vps" section. Customers with bundle #1 or bundle #2 will not be able to set RDNS for their IPs.
Why is there a $1 pending charge on my credit card??!!?1?!?!
Calm down cowboy! Please note that when you add your card on file our credit card processor may perform an "authorization check" this may show up as a $1 temporary hold on your card for 24-72 hours. Typically your card has NOT been charged, the card was only checked to see if it will accept future charges.
Do you spport TUN/TAP? IPSEC?
Yes, TUN/TAP and IPSEC are enabled on all VPS by default.
How do I change the root password?
Click on the "Manage" link for the VPS and then click the "Manage VPS" tab. A video below shows the process.
Do you have a test IP for each location?
Yes, here are some IPs that you can ping for each location:
188.8.131.52 New York City (ping rate limited to 1/second)
184.108.40.206 Seattle (ping rate limited to 1/second)
220.127.116.11 Dallas (ping rate limited to 1/second)
Is my credit/debit card information secure? Where is it kept?
Yes, your card information is stored securely by the payment processor Stripe, whom handle billions in payments. Wable never actually sees your full card information. When you add a card on file you are sending the card information to Stripe and Stripe provides us with a unique token that we can use to charge that card. The token has no value to any third party, and can not be used to reveal your full card information. Wable staff members never have access to your full card number. Rest assured that we value your privacy and security.
How do I access the console?
You may use the console to access your VPS if you break your SSH access or get blocked by your firewall, etc. To launch a console session click on "Manage" then "Console" and "Activate Console." Please be sure to press the "Deactivate Console" button when you are finished. Below is a video demo;
How do I enable disk quotas?
Click on Manage, then click the Quotas tab, then click the Enable Quotas button, then wait for the VPS to go back to active. Below is a video demo;
How are snapshots billed? Are snapshots highly available/multi-location redundant?
On the 1st of each month you will be billed $0.05 for every snapshot created in the prior calendar month (creation fee), plus $0.05 for each 1GB of snapshot storage in use on the 1st (storage fee). Here are some example billing scenarios;
Situation #1: 10 snapshots created ($0.50 creation fee), plus 7GB of storage in use on the 1st ($0.35 storage fee), total $0.85.
Situation #2: 100 snapshots created ($5.00 creation fee), then all deleted on the 30th before the billing date on the 1st so $0 for storage, total $5.00.
Situation #3: 30 snapshots created ($1.50 creation fee), 20 deleted, storage of 11GB in use on the 1st ($0.55 storage fee), $2.05.
We charge a snapshot creation fee because creating snapshots costs us CPU cycles on the host node, bandwidth to the backup servers (does not count against your bandwidth usage), CPU cycles on the receiving backup server, plus we need to ensure there is always enough snapshot storage space on the backup servers even though a client might delete all their snapshots before the storage fee is assessed on the 1st of the month (as illustrated in situation #2).
Snapshots are stored in a compressed format when possible, and only the used storage space is included in the snapshot. If you have a server using 2GB of storage but with 100GB of storage allocated your snapshot size will be 2GB or smaller.
Snapshots are stored on highly available servers and replicated to multiple locations. Snapshots will remain avalable for restoring even with a complete outage of any of our data centers.
Do you offer a money back guarantee or refund period?
Yes, under certain conditions you will receive an automated refund of up to a maximum of $25, you will only qualify if you meet all of the following;
- You sign up for a new account, and have never been a client before
- You have spent $25 or less in total
- You have not received any prior refunds
- You have not violated our terms of service, and have not received any copyright violation notices (DMCA / downloading illegal movies etc)
- You close your account by using the "Close Account" button on the My Account page within 72 hours of making your first payment
How do I exclude a particular server from the auto snapshot schedule?
Under the manage section of each server you can choose to remove the server from your auto snapshot schedule. This may be useful if you have a server that hosts a lot of temporary data, and you don't wish to pay fees to snapshot the server.
How do I set a VPS to stop during a snapshot?
Run this command from SSH; echo "1" > /haltforsnapshots.setting
Doing this will create a file in the / directory which we check for during the snapshot process, if it contains 1 we will stop the VPS before each snapshot, and start it back up after. We made this option available because some programs like Zimbra symlink files/sockets to your full amount of spare diskspace, which results in massive snapshot files with a lot of empty data. To confirm your VPS was stopped during the snapshot process you can check the log for the VPS from the control panel and you will see an entry like the one at the bottom of this image;
Why are my snapshots so large when my VPS isn't using much disk space?
This can be caused by programs like Zimbra which symlink a file to the full amount of free disk space. Refer to FAQ #31 above to fix this.
Are your nodes and my VPS DDoS protected?
Yes. We filter common attacks before they ever reach the server. A DDoS against a single VPS will not affect other users on the server (at other hosts your VPS drops offline when someone else is attacked).
If you receive frequent attacks; we offer advanced 100% up-time 20gbps or 100gbps filtering on a custom basis from $7,500/mo and $25,000/month respectively. These plans include the deployment of dedicated scrubbing devices, with customizable settings and self learning heuristics based on your traffic, not other customer's traffic (which could result in false positives).
Is your network multi-homed / redundant?
Yes, all of our locations are multi-homed to multiple 10gbps ISP links. Atleast two ISPs are blended in our network in each location. We use the latest Juniper routers and BGP to maintain a redundant network.
Why is my VPS suspended?
VPS are automatically suspended on the 6th day an invoice is overdue. If you have an overdue amount on your account paying the amount should resume your VPS. If your account is not overdue please contact support. Staff will not unsuspend VPS in accounts that are overdue. We suggest keeping a card on file to avoid suspensions.
What is the Trust Score, and how do I deploy more VPS?
Trust Score is a limit on how many VPS may be deployed in your account. This will increase as you spend more money and months being active on Wable. In most cases the Trust Score will be sufficient to allow you to deploy as many VPS as you need. However if you need to deploy more VPS please open a support ticket, and a staff member will work with you to raise your limits.
Do you offer discounts?
Yes, there is a 1% discount for keeping a payment card on file. We also apply discounts to all new billings on your account when you have reached a certain spending threshold within the 31 day period prior to when the billing entry is added:
- $50 spent within past 31 days = 5% discount (6% with card on file)
- $100 spent within past 31 days = 10% discount (11% with card on file)
- $1,000 spent within past 31 days = 15% discount (16% with card on file)
- $10,000+ spent within past 31 days = Contact Us
What is and how do I use Boost?
Effective June 1st 2016; Boost increases CPU on your VPS by up to double on the fly when your VPS needs more resources. Boost is enabled on your account by default, you may turn it off under My Account. Our system constantly monitors the load on your VPS, and Boost will assign more CPU to your VPS as needed to prevent your VPS becoming overloaded or sluggish. Boost allows your VPS to handle surges in traffic, visitors, or other usage without the sizing restraints of a traditional VPS. When Boost is triggered on a VPS you will be sent a ticket alert. You may resize the VPS to a smaller size whenever you want. Traffic boom at 3AM while you're sleeping? No problem, Boost has it covered.
Boost can save users a considerable amount of money by allowing them to deploy a small VPS and scaling up automatically. As all resources are billed hourly, you only pay for added resources while they are on your VPS. Below is a cost saving comparison based on a VPS that has a traffic burst for 60 hours each month (2 hours per day);
- Competitor 4x CPU VPS $40/month
- Wable 2x CPU VPS $11.52/month, plus Boost usage $1.20 (60 hours * 2 additional CPUs * $0.01 per CPU/hour), total $12.72/month
The Wable VPS with Boost feature saves the customer $27.28/month compared to the competitor VPS solution without Boost.
Do you offer Anycast? How do I enable Anycast?
Yes, we offer a true Anycast solution. Anycast can be enabled on your account by contacting support. Once it is enabled on your account you can add it to and remove it from your servers using our control panel. Our Anycast benefits:
- True Anycast with the same carriers in each location. Other providers mistakenly use different carriers in different locations, because they don't understand that BGP routing is based on AS hops not physical hops. Such other Anycast implementations more often than not negate any benefits of Anycast by sending visitors to a server further from their location.
- Dedicated /24 Anycast subnet for your servers. Subnet is not shared with other customers, allowing you to choose the locations to use it in, and for it to be withdrawn from a location based on your server's status in that location.
- Automated withdrawal of Anycast announcement for a specific location if your server in that location goes down (reboot, hung, etc). Other companies share the Anycast block with other customers and always announce it in all locations even if your VPS is down, resulting in dead traffic.
- Anycast from any two or or all three of our locations.
- Add and remove Anycast functionality at any time, billed hourly not monthly.
How do I enable FUSE?
As of October 3rd 2016 FUSE is enabled by default on all NEW servers. To add fuse to your existing VPS deployed prior to October 3rd 2016 simply reboot the VPS from the Wable control panel (not from SSH). The reboot command from the control panel will enable FUSE if it is not already enabled, it will also reboot your VPS.