FAQ

Ultra.cc is a managed, shared application-hosting platform. This FAQ answers common questions about plans, applications, traffic, payments, security, and service management.

Pre-Sales

What Is Ultra.cc?

Ultra.cc is a managed, shared application-hosting platform. Services include supported one-click applications, non-root SSH access, high-speed networking, and support through the official ticket system.

Because Ultra.cc uses shared infrastructure, customers must follow the fair-use and resource-usage requirements in the Terms of Service.

Which Applications Can I Install?

The applications available to your service are shown on the Apps page of the User Control Panel. Availability may vary by plan, application status, or service configuration.

Supported applications include torrent clients, media servers, indexers, download managers, media-management applications, databases, VPN services, and file-management tools.

See the Applications documentation for the current documentation list.

Important application restrictions and changes include:

• Plex, Emby, and Jellyfin are not available on Essential plans.
• Unpackerr is available only on NVMe plans.
• Jellyseerr and Overseerr are no longer available for new installations.
• Existing installations may continue to work, but they are no longer supported or updated.
• Use Seerr as the supported replacement.
• Byparr and Komga are stable UCP applications.
• Beta applications may be changed or removed without notice.

Which Plan Groups Are Available?

The current Ultra.cc plan groups are:

• Essential
• Metaliux
• Bolt NVMe

Plan availability, storage, traffic allowances, supported applications, regions, and prices vary. Check the Ultra.cc pricing page for the options currently available to order.

Where Are Ultra.cc Servers Located?

Ultra.cc operates network locations in:

• The Netherlands
• Canada
• Singapore

The Netherlands location is generally the best option for European connectivity. Canada or Singapore may provide better connectivity for customers closer to those regions, but connections from those locations to European services may be slower because of routing and peering.

See Ultra Network and Speedtests before choosing a location.

Do I Get Root or Sudo Access?

No. Ultra.cc services do not provide root or sudo access.

You may install compatible software in your home directory through SSH, provided that it does not require elevated privileges and complies with the Terms of Service.

Can I Get a Dedicated IP Address?

No. Ultra.cc plans use shared IP addresses.

Are Downloads Metered?

No. Data downloaded to your service is unmetered.

Outbound upload traffic counts toward your monthly traffic allowance unless a documented exemption applies.

When Does My Traffic Allowance Reset?

Your traffic allowance resets monthly on your service’s renewal date.

You can view the reset date and current usage in the User Control Panel.

Can I Seed Public Torrents?

Yes. Public torrent seeding is permitted, subject to the Terms of Service and fair-use requirements.

Supported torrent clients stop public torrents after completion by default. This helps prevent unexpected upload-traffic usage and excessive disk I/O.

Follow the relevant application guide if you intentionally want to enable public seeding:

• qBittorrent
• Deluge
• Transmission
• rTorrent and ruTorrent

What Happens When I Exhaust My Upload Allowance?

When you exhaust your monthly upload allowance, Ultra.cc temporarily limits your outbound speed until the next traffic-reset date:

• Essential plans: 10 Mb/s
• Other plan groups: 100 Mb/s

Inbound download traffic remains unmetered.

Can I Purchase Additional Upload Traffic?

Yes. See Extra Upload Bandwidth Addons.

Which Transfers Are Exempt From My Upload Allowance?

The following customer-facing services are exempt when used through their documented ports:

• FTP on port 21
• SFTP over SSH on port 22
• Plex, Emby, and Jellyfin traffic on the assigned media-server port shown in the UCP

Transfer direction and connection behavior still matter. A process initiated from your service—such as rclone, rsync, scp, or an application sync—may create outbound traffic on another or ephemeral port and count toward your allowance.

• Data downloaded into your service does not count.
• Data sent from your service normally counts unless it uses a documented exempt service and port.
• Pull files to your local device through FTP or SFTP when you require the documented transfer exemption.
• Do not assume that every transfer involving SSH is automatically exempt.

How Many Plex Transcodes Can I Expect?

Ultra.cc cannot guarantee a specific number of simultaneous transcodes.

Transcoding performance depends on:

• The source codec and bitrate
• The source resolution
• Subtitle requirements
• Client compatibility
• Other processes using shared resources

Configure compatible clients for Direct Play whenever possible. Real-time 4K HEVC-to-H.264 transcoding is resource-intensive and is not recommended on shared infrastructure.

Does Ultra.cc Offer Data Migration?

Support may be able to migrate data when you move from another provider or change Ultra.cc plans.

Open a support ticket and provide:

• The source-provider details
• The amount of data
• The destination plan
• Any applications or configurations that may require special handling

Migration feasibility depends on the source service, available access methods, available storage, and service configuration.

Does Ultra.cc Oversell Its Services?

Ultra.cc uses shared infrastructure. Multiple customers therefore share compute, storage, disk I/O, and network resources.

Ultra.cc monitors resource usage and may rebalance customers, limit abusive processes, stop applications, or move services when necessary to protect platform stability and fair access for other customers.

See the fair-use requirements in the Terms of Service.

Payments and Refunds

How Do I Set Up Automatic PayPal Payments?

Open an unpaid invoice in the Client Area and select Subscribe to create a PayPal automatic-payment agreement.

Set up the subscription at least five days before the service due date. The Subscribe option is not available once the invoice is overdue.

A PayPal subscription is an agreement between you and PayPal. Ultra.cc cannot cancel it for you. If you cancel your Ultra.cc service, you must separately cancel the related PayPal subscription.

See Set Up an Automatic PayPal Subscription.

Does Ultra.cc Offer Trials?

No. Ultra.cc does not offer free trials.

A new customer may instead qualify for the first-order refund policy. The cancellation request and support ticket must both be submitted within seven days of the original purchase date.

How Does the First-Order Refund Work?

The refund policy applies only to a customer’s first paid order and may be claimed once per customer.

The following purchases are not eligible for the first-order refund:

• Additional services
• Later orders
• Renewals
• Upgrades
• Repeat purchases
• Traffic add-ons
• Cryptocurrency payments

Refund amounts depend on the outbound traffic used during the first seven days:

To request a refund:

• Submit an Immediate cancellation request.
• Open a support ticket.
• Complete both actions within seven days of the original purchase date.
• Cancel any related recurring payment with your payment provider.
• Back up any data you want to keep before submitting the immediate cancellation.

Longer billing cycles may have non-refundable payment-processing fees deducted from an approved refund.

See section 14 of the Terms of Service for the complete refund requirements, calculations, and exclusions.

Which Currencies Are Accepted?

Ultra.cc accepts:

• EUR — euros
• GBP — British pounds
• USD — United States dollars

Available prices and payment options may vary by billing location or payment processor.

Can I Change My Account Currency?

No. The currency selected when the account is created cannot normally be changed for tax and accounting reasons.

Contact support before creating another account, particularly if you already have active services.

Which Payment Methods Are Available?

Depending on your country and invoice, available methods may include:

• PayPal
• Credit or debit card through an available payment processor
• Stripe
• Cryptocurrency

Payment processors may reject a transaction because of regional availability, authentication requirements, fraud-prevention checks, card-issuer restrictions, or banking requirements. Ultra.cc does not control decisions made by a payment processor or card issuer.

Security and Privacy

Can Other Customers Access My Home Directory?

Other customers should not be able to access your home directory under the default permissions.

Do not loosen the permissions on your home directory or expose applications, directories, or files without authentication. Changing permissions incorrectly may make data accessible to other users or the public.

What Information Does Ultra.cc Log?

Ultra.cc keeps operational information required for support, security, performance, abuse investigation, billing, and legal compliance.

Depending on the service, this may include:

• Server metrics
• Authentication logs
• SSH logs
• FTP operational metadata
• VPN operational metadata, but not VPN traffic content
• System logs
• Application logs
• Support-ticket records

Retention varies by data type. See Privacy and Data Handling in the Terms of Service.

Does My Service Include a VPN?

Ultra.cc provides OpenVPN and WireGuard options on supported services.

A VPN encrypts traffic between your device and the Ultra.cc VPN endpoint and changes the public IP address seen by compatible destinations. It does not guarantee complete anonymity or protect activity outside the VPN tunnel.

See:

• Connect to Ultra OpenVPN
• WireGuard

Can I Change My Service Username?

An existing service usually cannot be renamed in place.

For a valid privacy or security reason, support may deploy a replacement service with a different username and assist with migration where feasible. A plan change that requires redeployment may also provide an opportunity to request a different username.

Open a support ticket before assuming that a username can be changed.

How Do I Change My Account Email Address?

Open a support ticket while signed in to the Client Area.

Support will verify account ownership before changing the email address.

Does the UCP Support Two-Factor Authentication?

Yes. Open Profile in the User Control Panel to enable two-factor authentication with a compatible authenticator application.

When you enable 2FA:

• Save the supplied backup codes securely.
• Treat each backup code as sensitive.
• You may trust a device for 30 days.
• Your UCP account becomes exempt from the normal 180-day password-expiry requirement.

What If I Lose My 2FA Device?

Use a saved backup code to sign in and enroll a new authenticator application.

If you do not have a backup code, open a support ticket. Support must verify account ownership before removing 2FA.

How Does Ultra.cc Handle Copyright Complaints?

Ultra.cc reviews copyright and content-abuse complaints for completeness and validity.

Where appropriate, Ultra.cc may notify the customer and allow up to 24 hours to remove or disable access to the reported content. Urgent, serious, unlawful, or repeated violations may result in faster action, suspension, or termination.

See Copyright and Content Abuse in the Terms of Service.

Manage Your Service

Can I Install Unsupported Applications?

You may install compatible applications in your home directory through SSH when they:

• Do not require root or sudo
• Do not abuse shared resources
• Do not expose an unauthenticated public service
• Comply with the Terms of Service

Unsupported or custom applications may receive limited or no support.

See Generic Software Installation.

Can I Mount Remote Storage With rclone?

Yes. You can use rclone to connect supported remote-storage providers.

Remote mounts involve third-party services and may be less reliable than local storage. Ultra.cc support can assist with the documented setup but cannot guarantee the behavior or availability of an external provider.

See the rclone documentation.

What Happens When My Storage Is Full?

Applications and web services may stop, fail to write data, or become inaccessible when the service reaches its storage limit.

SSH, SFTP, or FTP access may remain available so that you can delete or move data. After freeing sufficient space, restart or repair the affected applications from the UCP.

Can Plex, Emby, or Jellyfin Stream From an rclone Mount?

Yes, but remote storage is generally less reliable than local storage.

Performance depends on:

• The remote-storage provider
• API limits
• Network conditions
• Mount configuration
• Cache settings

See rclone Optimizations for Apps.

Should Sonarr or Radarr Import Directly to an rclone Mount?

Direct imports to an rclone mount are not recommended because interruptions to the remote-storage connection can make imports unreliable.

Use the documented rclone VFS and MergerFS arrangement instead. See rclone VFS and MergerFS Setup.

Why Has My Upload Allowance Been Consumed?

Common causes include:

• Public share links
• Torrent seeding
• Remote-storage uploads
• Continuous synchronization through rclone, Resilio Sync, Nextcloud, or Syncthing
• Application traffic using a non-exempt or ephemeral port

Review your UCP traffic graph and stop or rate-limit the responsible application.

When transferring files to your device, pull them through the documented FTP or SFTP connection rather than pushing them from a process running on the service.

Open a support ticket if the source of the traffic remains unclear.

Support and Billing

Why Is My Service Suspended?

The most common reason is an unpaid invoice. Services may also be suspended because of a security issue, abuse, or a Terms of Service violation.

For non-payment:

• Renewal invoices are normally issued 10 days before the due date.
• The service may be suspended after midnight UTC on the due date.
• Reminders may be sent on days 1, 2, and 5 after the due date.
• The service and its data may be permanently deleted after midnight UTC on the fifth day after the due date.

How Do I Upgrade or Downgrade?

Open a support ticket and provide the name of the requested plan.

Before changing plans, note that:

• An unpaid invoice may prevent or delay the change.
• Legacy plans may no longer be available.
• You may not be able to return to a legacy plan.
• Changing plans may alter pricing, billing discounts, traffic allowances, application availability, and applicable Terms.
• Upgrades are calculated on a prorated basis.
• Downgrade value is normally applied as additional service time instead of a cash refund.
• A migration may be required.

See Upgrade or Downgrade Your Service.

How Do I Change My Billing Cycle?

Open a support ticket and provide the requested billing cycle.

Changing the billing cycle may trigger current pricing and current service terms. Confirm the new price and renewal date with support before proceeding.

Can I Suggest a New One-Click Application?

Yes. Submit the suggestion at feedback.ultra.cc.

Application requests may be evaluated for:

• Customer demand
• Stability
• Security
• Maintenance requirements
• Compatibility with the shared platform

Does Ultra.cc Back Up My Files?

Ultra.cc is not a dedicated backup or archive provider and does not guarantee backups of customer data.

Maintain at least one independent copy of important data outside your Ultra.cc service.

If you require further assistance, you can open a support ticket here.

• FAQ
• Pre-Sales
• What Is Ultra.cc?
• Which Applications Can I Install?
• Which Plan Groups Are Available?
• Where Are Ultra.cc Servers Located?
• Do I Get Root or Sudo Access?
• Can I Get a Dedicated IP Address?
• Are Downloads Metered?
• When Does My Traffic Allowance Reset?
• Can I Seed Public Torrents?
• What Happens When I Exhaust My Upload Allowance?
• Can I Purchase Additional Upload Traffic?
• Which Transfers Are Exempt From My Upload Allowance?
• How Many Plex Transcodes Can I Expect?
• Does Ultra.cc Offer Data Migration?
• Does Ultra.cc Oversell Its Services?
• Payments and Refunds
• How Do I Set Up Automatic PayPal Payments?
• Does Ultra.cc Offer Trials?
• How Does the First-Order Refund Work?
• Which Currencies Are Accepted?
• Can I Change My Account Currency?
• Which Payment Methods Are Available?
• Security and Privacy
• Can Other Customers Access My Home Directory?
• What Information Does Ultra.cc Log?
• Does My Service Include a VPN?
• Can I Change My Service Username?
• How Do I Change My Account Email Address?
• Does the UCP Support Two-Factor Authentication?
• What If I Lose My 2FA Device?
• How Does Ultra.cc Handle Copyright Complaints?
• Manage Your Service
• Can I Install Unsupported Applications?
• Can I Mount Remote Storage With rclone?
• What Happens When My Storage Is Full?
• Can Plex, Emby, or Jellyfin Stream From an rclone Mount?
• Should Sonarr or Radarr Import Directly to an rclone Mount?
• Why Has My Upload Allowance Been Consumed?
• Support and Billing
• Why Is My Service Suspended?
• How Do I Upgrade or Downgrade?
• How Do I Change My Billing Cycle?
• Can I Suggest a New One-Click Application?
• Does Ultra.cc Back Up My Files?