Frequently Asked Questions

Payments & Billing

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express) as well as PayPal. All payments are processed through our secure billing portal at billing.galaxynexus.au.

Is there a refund policy?

Yes. We offer a 7-day money-back guarantee on all game server plans. If you're not satisfied within your first week, contact support and we'll issue a full refund — no questions asked. See our Refund Policy for full details.

Can I get a discount?

New customers automatically receive 10% off their first month. Longer billing cycles (quarterly or annual) come with additional discounts applied at checkout.

Hosting & Infrastructure

Where are your servers located?

We operate out of two primary data centres:

All servers run on enterprise NVMe storage with DDoS protection included on every plan.

What's your uptime guarantee?

We target 99.9% uptime across all services. Our infrastructure includes redundant power, network failover, and automated health monitoring. Check status.galaxynexus.au for live uptime data.

What games do you support?

We support 50+ games including:

• Minecraft (Java & Bedrock)
• Rust
• ARK: Survival Evolved / Ascended
• Valheim
• Terraria
• Factorio
• Counter-Strike 2
• Palworld
• 7 Days to Die
• Project Zomboid

Can't find your game? Reach out — we add new titles regularly based on demand.

Is DDoS protection included?

Yes, all plans include DDoS protection at no extra cost. Our network filters malicious traffic at the edge before it reaches your server. Learn more in the DDoS Protection guide.

Getting Help

How do I get support?

We offer three support channels:

Join our Discord community for the fastest response — most questions are answered within minutes during business hours (AEST).

How do I cancel a service?

You can cancel any service from the billing dashboard at billing.galaxynexus.au. Navigate to Services → Manage → Request Cancellation. Cancellations take effect at the end of your current billing period — there are no early termination fees.

Can I upgrade or downgrade my plan?

Yes. Upgrades take effect immediately and you're only charged the prorated difference. Downgrades apply at the start of your next billing cycle. Both can be done through the billing portal.

Account & Security

How do I reset my password?

Use the Forgot Password link on the sign-in page. You'll receive a reset link at your registered email address. If you don't see it, check your spam folder or contact support.

Is two-factor authentication available?

Yes. We strongly recommend enabling 2FA in your account settings under Dashboard → Security. We support authenticator apps (TOTP) and recovery codes.

Can I share access to my server?

Yes. You can add sub-users from your game server control panel. Sub-users get their own panel login with permissions you control — they won't have access to your billing account.