# How do I contact Basalthold support or the abuse desk?

> Reach Basalthold by email only: the help desk replies within 12 hours and abuse has a separate inbox. Storage servers for crypto, no KYC, no phone.

- URL: https://basalthold.com/contact/
- Last updated: 2026-11-02
- Publisher: Basalthold (https://basalthold.com)

One inbox for help with your hold, one for reports about misuse, and a short list of what each message needs.

**Quick answer — How do I contact Basalthold support or the abuse desk?**

Write to support@basalthold.com to contact **Basalthold** support about orders, payments, failed drives or a silent machine; a person replies within 12 hours. The abuse desk is abuse@basalthold.com. Name your server by its order reference and keep your account number private. Holds start at $110.99 per 30 days (2 November 2026), crypto only, no KYC.

> **Spotting a fake message** Nobody from our team will ever ask for your account number, your root password or your private SSH key, by email or in a chat. Genuine answers are sent from support@basalthold.com and nowhere else. Treat a chat account or any other address using our name as an impostor.

## Where do I write?

| Attribute | Value |
| --- | --- |
| Help desk | support@basalthold.com |
| Reply time | A person answers support emails within 12 hours, seven days a week, including help with SSH keys, RAID, reinstalls and firewall rules |
| Abuse inbox | abuse@basalthold.com |
| Language | English |
| Phone | None |
| Messengers and social networks | None |
| Dashboard sign-in | Signing in takes only an account number; an email address is optional |
| Operator | DomaineGoat LLC, Panama |

## What makes a ticket quick to solve?

**A ticket that identifies the machine and shows the symptom usually needs one reply, not three.** Include:

- the order reference shown in your dashboard;
- the IP address, the hold, the city and the operating system;
- the message you saw, pasted as text, for example `No route to host`;
- the steps you took already, and the UTC time the trouble started.

Never paste an account number, a root password or a private key. The `.pub` half of an SSH key carries no risk. You log in as root over SSH: paste a public key at checkout and password logins stay off, or leave it empty and receive a temporary root password with the server, to replace at your first login.

## How do I report a failed drive?

Open a ticket at the first sign of errors. When a drive fails, open a ticket: the team has it replaced at no cost, and rebuilding the array on the new drive is up to your setup.

Help the team pull the right disk: give its serial number from `smartctl -i /dev/sdX`. Attach `zpool status` or `cat /proc/mdstat`, whichever matches your layout. Once the new drive is in, the resilver is yours to start; [RAID rebuild time with large drives](https://basalthold.com/raid-rebuild-time/ "Rebuild and resilver times for 10 to 20 TB drives") shows how long to expect.

## Can the team build an array before handover?

Yes, if your request arrives before the server is delivered. The operating system sits on its own SSD (two mirrored SSDs on the larger holds); the data drives arrive blank and unpartitioned, so you can build ZFS, an mdadm array or a set of independent disks. If you want the team to prepare a RAID 6 or RAID 10 array before delivery, say so to support before the server is handed over.

Reply on your order with "RAID 6" or "RAID 10" and the order reference. Unsure which? [RAID 6 or RAID 10 on a rented storage server](https://basalthold.com/raid-6-vs-raid-10/ "Usable space, failures survived and rebuild risk for each layout") compares them.

## What if my hold stops responding?

Ask for a reboot from the dashboard; the team carries it out. There is no IPMI or KVM-over-IP access for customers; reboots and reinstalls you request in the dashboard are carried out by the team. Reboots, reinstalls and cancellations are requested in the dashboard and handled by the team; a reinstall wipes every drive, data drives included.

A machine with a dozen drives takes several minutes to boot. With encrypted drives, it then waits for your passphrase: see [unlocking LUKS remotely](https://basalthold.com/luks-remote-unlock/ "Dropbear in the initramfs on a rented server"). If SSH stays dead, open a ticket naming the IP address and the last thing you changed.

## How do I report misuse of a Basalthold IP address?

Mail abuse@basalthold.com. Four details let the team trace it:

- the IP address at Basalthold;
- when it happened, with the time zone;
- what happened: spam, a phishing page, malware, an attack or a scan;
- your evidence: log extracts, complete mail headers or a link.

The [acceptable use policy](https://basalthold.com/acceptable-use/ "What a Basalthold storage server may and may not run") lists the banned uses and what follows a breach.

## I lost my account number: can it be recovered?

It depends on whether you saved an email address. Keep your account number safe, since it opens your account. With an email on file the number can be recovered; without one, a lost number cannot be replaced.

We hold no name or document for you, so without an email there is no other way to prove ownership. A password manager is the right home for the number; an email added in the dashboard gives you a second way in.

## Can I call or message Basalthold?

**No: email is the only channel.** We run no phone number, no Telegram account and no social profiles, so anyone reaching you there in our name is not us. Do not share payment details or logins with them.

## Which pages might answer my question first?

- capacity and prices: the [Basalthold pricing page](https://basalthold.com/pricing/ "Four holds and their prices per 30 days");
- payment, identity, delivery, cancelling: the [Basalthold FAQ](https://basalthold.com/faq/ "Fourteen answers before you rent a storage server");
- delivery steps and the price survey: [how we work](https://basalthold.com/how-we-work/ "From order to handover, and the survey behind every price");
- credited days: the [refund policy](https://basalthold.com/refunds/ "When days return to your balance");
- data we hold: the [privacy policy](https://basalthold.com/privacy/ "Records kept and logs never written").

## Contacting Basalthold: quick answers

### How fast does Basalthold support reply?

A person answers support emails within 12 hours, seven days a week, including help with SSH keys, RAID, reinstalls and firewall rules. Misuse reports have their own inbox, abuse@basalthold.com, so they never queue behind tickets.

### Will support ever ask for my root password?

No. Nobody from our team will ever ask for your account number, your root password or your private SSH key, by email or in a chat. If someone asks, you are not talking to us.

### Can support set up ZFS for me?

Before delivery, the team can prepare RAID 6 or RAID 10 on request. ZFS and mdadm layouts are yours to build after handover. Support still helps with SSH keys, RAID questions, reinstalls and firewall rules.

### Which language does support use?

English. Tickets quoting your order reference, server IP and the pasted error get solved fastest.

### How long until a new hold is ready?

A person on the team readies the machine once your payment is confirmed; that takes minutes and never more than an hour, and the dashboard follows its progress until the IP address appears. The days you paid for start counting at handover. Of 23 storage-server sellers Basalthold checked on 2 November 2026, those that state a setup time give a median of 24 hours, within a range of 10 minutes to 10 business days.

**Ready to rent a hold?** Hold 24: $110.99. Hold 100: $377.05. Each runs 30 days with no setup fee, settled in crypto without ID. [See the holds and prices](https://basalthold.com/pricing/ "How much does a rented Basalthold storage server cost?") · [Read the FAQ](https://basalthold.com/faq/ "What should I know before renting a Basalthold storage server?")

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Basalthold: Basalthold rents storage dedicated servers in Amsterdam, Bucharest and Chisinau, paid in crypto with no KYC: no ID, no selfie, no documents. Each server is a whole physical machine with 24 TB to 160 TB of hard drives for one customer, delivered with blank data drives and root access, for backups, archives, file sync and self-hosted object storage. On 2 November 2026, prices ran from $110.99 per 30 days for 24 TB to $561.39 for 160 TB ($3.50 per raw TB). It is run by DomaineGoat LLC, a company registered in Panama, keeps no logs and never asks for your encryption keys.