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FAQ
The questions the rest of the site leaves open, answered from the platform as it runs today: trial and beta, plans and storage, several servers and Docker, restores with or without us, what is deleted when, and where it all runs. Durations and sizes come from the platform settings. For the step-by-step answers, see the [help center](/docs/help).
Trial, beta and plans #
What happens when the trial ends? #
The free trial lasts 14 days on the Essentiel plan, up to 5 GB, with no card (an account opened with a beta invitation gets 30 days on the Pro plan instead). At the end, if you have not chosen a plan: new backups stop, restore keeps working, and the trial data is erased at the earliest 7 days after the end, announced by e-mail first. While payments are not open yet, a trial that ends keeps working on the trial limits and nothing is stopped or deleted; when payments open, you get an e-mail at least 30 days before new backups stop. Nothing is charged without an explicit subscription. Details: when backups are deleted.
How do I change plan? #
From the dashboard, “Abonnement et factures”. Moving up applies at once and is prorated; moving down applies at the end of the period you paid, and the dashboard shows what changes before you confirm. While payments are not open yet, no plan can be bought and nothing is taken. Rules in full: refunds and cancellation, prices: pricing.
What is counted in my storage quota? #
The space your backups actually occupy on the storage, after deduplication and compression, for all the servers of your plan together. The first backup sends everything; the next ones send only what changed. neverwiped status and the dashboard show the figure. You get an e-mail at 90 %. When the quota is full, new backups fail, stored backups stay intact and restorable; free space with --exclude, a shorter retention or a bigger plan. Details: storage, retention and pruning.
Can I back up several servers? #
Yes, up to the number of servers of your plan (see pricing); their storage is shared. Use the same account API key for each install: every server then gets its own keys and its own repository, so a leak on one never exposes another. Details: several servers.
How do I cancel? #
In the dashboard, “Abonnement et factures” › “Résilier mon abonnement”, at any time, without a fee. Backups go on until the end of the period you paid; then new backups stop, restore keeps working for 30 days, and the data is erased after a notice by e-mail. No pro rata refund of a period already started; consumers have the fourteen-day withdrawal right of the terms. During the beta: neverwiped uninstall, then delete the server or the account. Details: refunds and cancellation.
What are the beta terms? #
The beta is free, for 30 days on the Pro plan, without a card. We ask you to keep your existing backups during the beta (NeverWiped must not be your only copy), to write down the recovery key outside the server, and to report problems (dashboard › Feedback, or neverwiped feedback). We can end the beta with seven days’ notice by e-mail, except for a security emergency. The full text, in French with English and Spanish translations: beta terms.
What is backed up #
Are Docker volumes backed up? #
Yes. The agent detects the volumes that hold state (databases, uploads, configuration) and copies them at each backup, either after pausing the container for a consistent copy or live (--pause-volume, --live-volume at install). Databases that run in Docker are exported with their own tools instead. Restoring a volume: a Docker volume.
Will backups slow my server down? #
The agent runs at night at a fixed time for your server, at low priority. neverwiped limits caps the upload rate and the CPU it may use. Details: on your server.
How do I know a backup really arrived? #
Two independent sources agree on your server page: what the agent reported after the run, and what the storage itself recorded when it received the backup (“verified by storage”). If they disagree, you and our team get an e-mail. neverwiped status shows the last runs on the server, and a missed backup sends an alert. Details: facts verified by the storage.
Restore and keys #
Can I restore without NeverWiped? #
Yes. Your backups are a standard restic repository and the keys are yours: with restic alone, your storage login and the recovery key, you can list and restore every backup. You can also pull a full copy of the repository into a folder you own at any time. Step by step: if NeverWiped disappears.
What if I lose the recovery key? #
While the server still runs with /etc/neverwiped/repo.key, nothing is lost: sudo neverwiped recovery-key new prints a new recovery key (the old one keeps working). If the server is gone and you have neither the recovery key nor a copy of repo.key, the backups cannot be decrypted, by you or by us: we hold no key and there is no master key. Details: lost your recovery key?.
My server is gone. How do I get everything back? #
On a new server, with an account API key and the recovery key: neverwiped recover, then neverwiped restore. The platform points the new server at the repository and cuts off the old one; the decryption happens on the new server. Step by step: a whole server.
Deletion and location #
How long after a deletion is the data really gone? #
It depends on what was deleted. A server you delete in the dashboard: its backups go at once. Your account: 7 days after your request, which you can cancel until then. Trial ended without a plan: 7 days after the end. Cancellation: 30 days after the end of the paid period. Unpaid subscription: new backups stop on day 10 after the failed payment and the data is deleted on day 45. Every deletion is announced by e-mail first. What we keep afterwards (invoices, our own encrypted database copies) and for how long is in the privacy policy. Details: when backups are deleted.
Where does the platform run, and where are my backups? #
Your backups are encrypted on your server and stored in France, on the storage server (Ikoula), one repository per server; they never pass through the platform. The platform (site, dashboard, account database) is hosted in the EU, in France (Ikoula). What we can see of your data, and what we cannot, is on the security page.
Can you read my backups? #
No. They are encrypted on your server by restic before they leave it, with a key that never leaves your server. We receive encrypted blocks and metadata (dates, sizes, the names of the paths in your plan), not content. Details: encryption.