HostPapa: most-reported complaints
Automated analysis of 271 public Trustpilot reviews published 2025-03-25 to 2026-09-16. TrustScore 4.7 from 3,039 total reviews — see the Trustpilot page. Quick answer: is HostPapa legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, with 30 out of 52 identified complaints citing this issue. Poor core service was the second most common concern, accounting for 14 reports. Additionally, customers raised issues regarding overcharging, which appeared in 10 reports, and misleading pricing, which appeared in 9 reports.
How to reach HostPapa
These are the contact details HostPapa publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 905-315-3455, email [email protected], address 5063 North Service Road., Suite 102, Burlington, L7L 5H6, CA.
The company claimed its Trustpilot profile on 2019-05-08, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-16. Trustpilot ranks it 14 of 60 in Web Hosting Company. We last checked this profile on 2026-09-24 and found 5 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.7 → 4.7 across 12 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (94%, 1.7d) · 2026-08-24 (94%, 1.7d) · 2026-08-27 (94%, 1.7d) · 2026-08-30 (94%, 1.7d) · 2026-09-02 (93%, 1.6d) · 2026-09-08 (93%, 1.6d) · 2026-09-11 (93%, 1.6d) · 2026-09-15 (93%, 1.6d) · 2026-09-18 (94%, 1.5d) · 2026-09-21 (94%, 1.5d) · 2026-09-24 (94%, 1.5d).
Severity: 52% of this company’s 52 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.5 days between the experience and publishing their negative review (123 reviews record both dates).
What their policy promises
refund window: 30 days
“1 year or more - Within 30 days of the date of the transaction.”
refund window: 30 days
“If you are not satisfied at any time during the thirty (30) days following your first purchase of Hosting Services you may cancel your Services”
refund window: 90 days
“You will receive a refund within ninety (90) days of the service cancellation.”
refund window: 15 days
“We will notify you of your upcoming renewals at least 15 days in advance”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-17.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 200 negative reviews that received a public reply, the median wait was 0.9 days — the company profile reports an average of 2 days.
Reply quality: of 200 company replies to negative reviews analysed, 38% engaged with the specific problem and 14% were generic templates.
Review provenance: 111 company-invited reviews in the recent window average 4.96★, while 130 organic (uninvited) reviews average 4.52★.
58% of its 220 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 58% of this company’s complaints vs a 38% median across 97 ranked companies in its sector.
Review velocity: 475 of this company’s 3,039 Trustpilot reviews (16%) were written in the last 12 months.
What are the most common complaints about HostPapa?
Support unhelpful
30 reports · 58% of complaintssteady“All my websites have been down for almost a week, and the support ticket is still unresolved.”
The company replied on 2025-07-22: “Thank you for the feedback, Harjinder. The server you are currently hosted on experienced high load, which resulted in slowness issues when accessing your websites. We understand the importance of a…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“renewal price of $ 863”
The company replied on 2025-08-28: “Thank you for the feedback, Davis! I'm afraid that we could not track an exact experience that matched what you have described in our systems and the name used here on Trustpilot. To confirm the…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“Absolutely useless technical support Hostpapa is fine until you encounter issues. Expect to be waiting hours for useless responses”
The company replied on 2025-07-22: “Thank you for the feedback, Jerome! I'm afraid that we could not track an exact experience that matched what you have described in our systems and the name used here on Trustpilot. To confirm the…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Poor core service
14 reports · 27% of complaintssteady“All my websites have been down for almost a week, and the support ticket is still unresolved.”
The company replied on 2025-07-22: “Thank you for the feedback, Harjinder. The server you are currently hosted on experienced high load, which resulted in slowness issues when accessing your websites. We understand the importance of a…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“my email service stopped completely shortly after they started and it has been down ever since.”
The company replied on 2026-03-26: “Thank you for the feedback, RR! I'm afraid that we could not track an exact experience that matched what you have described in our systems and the name used here on Trustpilot. To confirm the…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“They screwed up my migration, did not tell me to tell my previous hosting provider to disable the DNSSEC”
The company replied on 2026-02-25: “Thank you for the feedback, RC! I'm afraid that we could not track an exact experience that matched what you have described in our systems and the name used here on Trustpilot. To confirm the…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Overcharging
10 reports · 19% of complaintsfalling“renewal price of $ 863”
The company replied on 2025-08-28: “Thank you for the feedback, Davis! I'm afraid that we could not track an exact experience that matched what you have described in our systems and the name used here on Trustpilot. To confirm the…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“after your term expires they increase the price 100-200%”
The company replied on 2025-04-14: “Thank you for the feedback, JRND! I'm afraid that we could not track an exact experience that matched what you have described in our systems and the name used here on Trustpilot. To confirm the…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“They charged me $976.41 for a renewal, even though it was only $334.18.”
The company replied on 2025-11-23: “Thank you for the feedback! I'm afraid that we could not track an exact experience that matched what you have described in our systems and the name used here on Trustpilot. To confirm the legitimacy…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Misleading pricing
9 reports · 17% of complaintssteady“you've still not bothered to reply to my complaint”
The company replied on 2025-08-28: “Thank you for the feedback! I'm afraid that we could not track an exact experience that matched what you have described in our systems and the name used here on Trustpilot. To confirm the legitimacy…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“they advertised having sitejet builder. Lo and behold upon loggin in, they don't have this available”
The company replied on 2025-05-22: “Thank you for your feedback! We apologize for any misunderstanding, but we would like to clarify that the Sitejet builder is a feature included with our VPS Hosting plans. Unfortunately, it is not…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“they tried charging me for almost $900 to auto-renew another site of mine that was long dead.”
The company replied on 2026-08-05: “Thank you for the feedback, Timothy! I'm afraid that we could not track an exact experience that matched what you have described in our systems and the name used here on Trustpilot. To confirm the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unreachable
6 reports · 12% of complaintsfalling“you've still not bothered to reply to my complaint”
The company replied on 2025-08-28: “Thank you for the feedback! I'm afraid that we could not track an exact experience that matched what you have described in our systems and the name used here on Trustpilot. To confirm the legitimacy…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“I received absolutely no help. HostPapa denied ever hosting my URL”
The company replied on 2025-09-12: “Thank you for the feedback! I'm afraid that we could not track an exact experience that matched what you have described in our systems and the name used here on Trustpilot. To confirm the legitimacy…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Once you have paid for the service, you are SOL.”
The company replied on 2026-03-24: “Thank you for the feedback, Salim! We’ve reviewed the situation in detail and followed up with you directly on Ticket #13295292 to address this and provide a proper resolution. We look forward to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Billing errors
5 reports · 10% of complaintsrising since 2026-04“They wrongly billed me a bizarre service for hundreds of pounds”
The company replied on 2026-05-19: “Thank you for the feedback! I'm afraid that we could not track an exact experience that matched what you have described in our systems and the name used here on Trustpilot. To confirm the legitimacy…”
Our classifier read this reply as a deflection.
“It is showing price as 0 in the recommended service, then i did not cancel it . then send me a $47 bill.”
The company replied on 2026-04-23: “Thank you for the feedback, Sean! I'm afraid that we could not track an exact experience that matched what you have described in our systems and the name used here on Trustpilot. To confirm the…”
Our classifier read this reply as a deflection.
“I was not advised of a charge and I'm waiting for the charge to be reversed.”
The company replied on 2026-04-14: “Thank you for the feedback, Cheryl! I'm afraid that we could not track an exact experience that matched what you have described in our systems and the name used here on Trustpilot. To confirm the…”
Our classifier read this reply as a deflection.
Compare HostPapa with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-18.