Knowledge Base

In the Foundry VTT setup screen, there is an option to upgrade your software version. However, Foundryserver.com operates all user instances in a shared environment, meaning everyone uses the same code base for their games. To maintain this setup, we must disable the ability for users to upgrade their versions internally. Instead, we provide each stable release as it becomes available from the Foundry VTT. We do not, however, offer alpha or beta releases, as they pose too much risk in a shared production environment. To upgrade, rather than selecting the version within your Foundry game, you will need to do so through the main website in the members area under "Server Config." This approach offers three key advantages:

1. The source code doesn’t count toward your storage space.
2. You can easily switch between different versions without needing to reinstall.
3. We handle any interim hotfixes that are released.

There are a number of different clients on the market. Filezilla, Cyberduck, or Bitvise to name just a few. They all get the job done. We recommend Filezilla for PC and Cyberduck for Mac. No matter which client you choose, you will need the following information.

When you first log in, you may see a message asking if you trust this site. We use an encrypted server, which is why this prompt appears. Simply click "Yes" and check the box for "Trust always." This will prevent the software from asking you each time you connect to your game server.

There is a lot you can do with this software. We have a helpful how-to video in our support area that will guide you through the process. While there is a bit of a learning curve, you'll be glad you took the time to learn. You can use this client to download your data export, upload bulk assets, or make a file by file backup to your home computer.

Each night, our system creates a snapshot or backup of your user data. This is a complete backup of your game data, stored on a separate server that is not accessible to you. This backup can be used to restore your game data to any point in time within the last 30 days. Please note that this is a full restore, not a merge, meaning all current data will be replaced with the data from the backup.

You may request a restore at any time. However, keep in mind that the game server will be stopped during this process. The restore can take up to 10 minutes to complete, depending on the amount of data you have. You will be notified via a message in your website inbox once the process is complete.

When you upgrade your subscription level, you immediately gain the benefits of the new level you do not need to wait until the next billing cycle. Your server will stop and be reconfigured accordingly. Because there is a difference in price, the credit card processor will prorate your existing charge and only charge you the additional balance based on the number of days remaining in your billing cycle. This process is handled automatically on the backend with no input required from you. As long as your credit card on file is valid, you are all set to go.

To downgrade your account, the process is slightly more involved due to storage space limitations. You will not be presented with the option to downgrade unless you are within the limits of the new subscription tier. For example, if you have 20 GB of data and wish to downgrade to "Basic," which only allows for 5 GB, you will be unable to downgrade until you have deleted some content to get you below 5GB. Billing adjustments for downgrades are prorated, and you will receive a credit for the remaining days in your billing cycle, which will be applied to your next billing cycle. Please note that you will NOT receive a refund for the credit; it will only be applied to future charges.

Our messaging system is designed to notify you about various events that occur within the system. In the user menu, you will find it labeled as "Inbox." Please check your inbox regularly for important information. We use this system for day-to-day notifications, while Discord and email are used for major announcements.

There are many reasons why people choose to close their accounts. If you decide to do so, I would greatly appreciate it if you could share your reasons with us. The only way we can continue to improve is by hearing the "good, bad, and ugly" about your experiences. If you feel you must leave but would rather not, please consider reaching out to us first. Perhaps we can address the issue and enhance your experience with us. I have reached out to users after they deleted their accounts to understand what happened, and over 75% of those I contacted rejoined the service afterward. In many cases, I was able to resolve their issues or help them with tasks they were struggling with. Sometimes, we fall short, and people leave, which is unfortunate, but understanding why helps us improve for the next customer.

What Happens When an Account is Deleted? When an account is deleted, several things occur. First, your credit card information is closed automatically; you don’t need to take any action regarding that. Your user data is archived for 30 days, and your username is temporarily put on hold for the same period. This is to ensure that users learn to avoid accessing the URL and to prevent confusion caused by someone inadvertently accessing a game they didn’t expect. Phone companies follow a similar practice with phone numbers.

If you change your mind after closing your account, you will need to sign up again and rebuild your worlds from your backup data stored at home. If you want your old username back before the 30-day window is over, I can manually release the username back into the pool. Please visit us on Discord and ask for help. We are always happy to assist you in any way we can.

TThere is a configuration file in your user directory called Config/options.json. This file controls how Foundry will start and where to find the necessary files it requires to run. At times, users edit this file, often because they are following a tutorial that instructs them to do so. However, these tutorials may assume you are hosting your own game server and do not account for hosted platforms like Foundryserver. We need to maintain control over this file to ensure the game server operates correctly on our platform.

If you encounter an issue where your game server will not start, it is usually due to one of the following reasons:

1. There is an error in options.json.
2. Your game files are corrupted.
3. You have problematic modules that are crashing your game.

The "Fix My Server" feature will only correct the first issue. The other two are beyond the scope of Foundryserver's support. For Foundry VTT related issues, please visit the Foundry VTT Discord. For problems related to modules and game systems, contact the respective authors directly. This is a safe first step to try to get your game server running.

Note: Sometimes, it can take a few seconds for the server to spin up, so please wait a minute or two before continuing your troubleshooting.

Our credit card provider is Stripe.com, a tier-1 credit card payment system that serves some of the largest eCommerce websites globally. Their accuracy and security are exceptional. The checkout process we use ensures that we never see or store customers' credit card information. As vendors, we cannot access our customers' credit card numbers. The only identifying information we can view is the last four digits and the type of card used.

As a Canadian company, we are limited in the payment options we can offer. Canadian banking institutions do not have as many international agreements as those in the United States, which restricts our available payment methods. Currently, we accept Visa, MasterCard, and AMEX. We also accept prepaid Visa cards that can be purchased at local stores. When asked for the "Name on the card," simply use your own name when using a prepaid card. Another potential option is the service provided by privacy.com, which offers virtual Visa cards.

For international transactions, your credit card issuer (your local bank) may charge a service fee. To date, we have seen service fees no more than $0.18 per transaction. This fee is charged by your bank and has nothing to do with us or our credit card provider. If you would like to know more about this, please contact your local bank.

To find our charge on your credit card statement, look for "Foundryserver.com." We bill in US currency, and your bank will convert the amount to your local currency at the time of posting the charge to your account. This conversion rate is not set by us and may fluctuate over time.

Currently, we do not offer a PayPal option due to their challenging customer support and inadequate documentation.

We also do not have an annual plan, as I believe it locks people into a commitment that can be difficult to maintain. A month-to-month subscription provides greater flexibility. However, since we operate on a month-to-month basis and incur higher service fees, we do not offer refunds for partial months. The trial period should provide ample time to evaluate our service free of charge.

If you need to park your account temporarily, you can do so by visiting your account page and clicking the "Server Config" link then at the bottom of the page, select "Park". This will park your account for an indefinite period. While your account is parked, you can continue to perform all normal functions except starting the Foundry game server. The purpose of the parking feature is to allow you to step away for a time without fully closing your account.

Please note that there is still a cost associated with parking your account, which is based on your subscription plan. This small fee covers the storage required to retain your data. The following table outlines the costs for each subscription level:

To keep costs as low as possible, parking will be billed in three month increments. All subscription changes are prorated, and you will be able to view all adjustments in your billing portal.

To un-park your account, simply log in and click on the link "Server Config" and at the bottom of the page select "Un-Park".

Please NOTE: You may only park your server once every six months to prevent abuse of the system.

Active Subscription	Monthly Cost
Basic Level 1	$1.00 /month
Basic Level 2	$ 1.25 /month
Basic Level 3	$ 1.50 /month
Advanced Level 1	$2.00 /month
Advanced Level 2	$2.25 /month
Advanced Level 3	$2.50 /month