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If you are having an issue connecting, please be detailed when filling out the form below & provide us information such as :
- Error number.
- Error Message.
- Operating System.
- Country you are in.
- Internet Security program.
Also, check the common questions and answers below the contact form.
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Frequently Asked Questions
The shortest term is a monthly VPN and you pay for each month in advance. The billing subscription can be canceled at any time before the next billing gets processed.
When you sign up for a VPN, your billing information will be collected but payment will not be charged. At the end of the 7 day VPN trial if you have not canceled the account, the system will interpret it as a go ahead and it will charge the card on file. If you buy vpn using PayPal, the 7 day trial is not activated.
You have been billed again because our VPN service is subscription based. This is also indicated on the payment/order form.
A subscription is a recurring payment but it is not a long term contract. If service no longer needed, you would need to cancel the billing subscription before the re-billing date.
Your account will automatically be renewed if you have not cancelled your subscription.
We hope that you are not about to leave us and if you are, we hope to have you return in the near future.
If you paid for the VPN using PayPal, you can cancel the billing subscription by logging into your PayPal Account canceling it.
If you paid via credit card via BLUESNAP, you should find the option to cancel your subscription in your BLUESNAP account. Your Bluesnap username and password is different from the VPN details.
You can also fill out the form above and we can cancel it for you and provide you a confirmation of the cancellation.
If you only need a VPN account for 1 month or less, kindly cancel the billing subscription after you receive the welcome email with the VPN login details. This will ensure that your account does not renew at the end of the 1 month. Same applies if you buy an annual account etc.
*If you received a 7 day vpn trial, you need to wait for it to bill at the end of 7 day before cancelling the billing subscription.
The charge you see is just a pre-authorization charge for the attempted order. It is a hold placed on the funds by your bank. If the VPN order is declined / canceled for any reason the bank will release the funds back to your account. The time it takes varies from 5-7 bank working days but usually faster.
If the payment processor is having issues processing a payment for the renewal of the VPN account it is most often either:
- An expired card.
- No funds on the card.
- Your bank is declining it.
If it is PayPal, login to your PayPal account and check your card on file and billing information. If is it Bluesnap, you will receive an email from them with details on the reason and instructions on how to login and update the billing information and card if needed.
If the payment processor is having issues processing the payment it is most often either:
- Incorrect billing information.
- Bank does not authorize online transactions.
- Placing an order while using some proxy or VPN.
Please also e-mail us and inform us if you need assistance. We can help you get started if you are having issues.
A VPN is short for “Virtual Private Network”. It is a secure encrypted connection between your computer and one of our servers. As a user you would use your internet normally and your internet connection will be secure and anonymous. While connected, your real IP address will change and you will appear to be at a different location. For example, you could appear to be in UK, US, Germany, Canada or Hong Kong depending which of our servers you connect to. When connected you will experience internet freedom. If you are in a country with internet restrictions, you would be able to bypass them and open blocked sites.
It is easy to get a VPN account, simply pick a plan and make payment. Longer term plans are cheaper when you average out the monthly rate.
To prevent abuse, we do not offer FREE VPN accounts. The system has been tested and works well around the world. Should you not be able to connect, we do offer a full refund if you contact us on time to notify us and allow us the opportunity to provide you with assistance. From time to time, we offer VPN Trials and it would be promoted here on the website. In such a case, we collect card details but do not process a payment until after the trial period ends.
You can configure the connection on multiple devices. Such as YOUR laptop, YOUR desktop, YOUR iPad, YOUR iPhone You may connect simultaneously using 5 devices. Do not share your account details with others.
We have tested the VPN service in many countries such as UAE, Qatar, Oman, Belize, Saudi Arabia, Bahrain, Oman, Iran, China, Yemen, Jordan, Cyprus, France, Italy and the list keeps going.
Yes, it is legal to use a VPN. Many companies use the technology to allow remote employees access to their networks remotely. We use the same technology and provide you secure and encrypted internet access over the VPN connection. See more on are VPNs legal here.
You would be secure and anonymous online and depending on your location you will see added benefits. For example, some countries block VOIP like skype so if you are in Belize, Oman and UAE you can use Skype normally to make international calls, this is blocked if you are not using our service. If you are in China, KSA, Qatar, Thailand etc you can access blocked sites including adult websites. Geoblocking can be overcome too and you can watch BBC iplayer, Netflix, Hulu etc from abroad. Those are just a few of the benefits.
Both the technologies will change your IP address. A VPN would encrypt all your internet traffic and all your internet applications will route traffic via the secure connection. A proxy is mainly browser based and many sites will not load via a proxy browser. Also, our VPN service is much faster than a proxy.
The VPN service works on Mac, Windows, iOS and Android. You can set it up manually using the built in VPN client on your device but the preferred method is to use the VPN software and apps. It is also the preferred method as it allows you to easily switch between all VPN servers.
Your internet service provider might have blocked our website. They do this to prevent people from being able to access our site in order to place an order and bypass the internet restrictions. It is common in China and other countries. Even with the website blocked, users are not affected and service remains functional.
Yes, simply select the country that permits access to the geo-blocked content and you can then also access it while connected to the VPN account. For example, UK VPN server for accessing UK BBC iPlayer while abroad. US VPN when you want to watch US Netflix, NBC, ABC, FOX, etc.
We do not keep logs and therefore no bandwidth limitations!
It depends on the operating system which you will be using.
The iOS App connects via ikev2, while the android app uses OpenVPN.
On Windows and Mac software it connects via OpenVPN and has another option, the Stealth mode. This is essentially a local openvpn connection pushed over stunnel (tcp 443 https/tls traffic)
On iOS and Macs you can manually setup L2TP IPsec and also ikev2 & openvpn
On Windows and Android you can manually setup PPTP, L2TP IPsec & OpenVPN.
For most people, it is recommended to use the provided apps and software as it allows you to easily switch between servers and the protocols used are also the ideal ones.
This is very simple. You sign up to our service and receive your VPN account details. When connected, all websites are unblocked. You will unblock facebook, unblock youtube, unblock adult sites, unblock gambling sites, unblock news sites etc. You need a VPN for travelling in order to enjoy internet freedom. You may also be interested in a Crypto VPN.
In United Arab Emirates (Abu Dhabi, Ajman, Fujairah, Sharjah, Dubai, Ras al-Khaimah and Umm al-Qaiwain) You will find that sites are blocked for one reason or another. Some possibly for valid reason while others for no justifiable reason. Unblock websites in UAE using our service, connect to VPN and enjoy!
Yes we do, on our Windows and Mac VPN clients. You can read more about what is a vpn kill switch here.
As you travel in the middle east you may have a hard time since many sites are not accessable as a result of heavy internet filtering. If you want to open blocked sites in Kingdom of Saudi Arabia, Bahrain, Oman, Qatar Kuwait etc place an order today!
Skype is a great service, what is great about it is that it allows you to not only call another user via skype to skype calls but you can also add a balance and make cheap international calls. Some countries like UAE, & Oman and other block it and thus you are forced to pay huge fees per minute. Get your VPN account, connect, open skype and call loved ones.
When using a VPN account we provide, select US as server location and once connected Hulu is ready to stream. Watch Hulu from Canada, UK, Germany, France, Sweden, Italy, Australia, Spain, Mexico, Brazil and pretty much any other country. Watch Hulu videos from outside the US using a VPN!
Amazon Prime video and Netflix is available for t he most part in many countries. What is different is that among the countries the catalog of videos to stream is different. For example some videos on the US Netflix and Amazon Prime site are not available in the UK, Sweden, Germany etc. So to fix that, connect to a US VPN server and load Netflix and Amazon Prime again.
You will need to connect to a US VPN server. Once connected you can then connect your laptop to your widescreen TV at home using an HDMI cable and watch the video comfortably! Alternatively on your smartphone, computer or tablet. It is a fast way to deal with geo-restrictions on streaming content and we help you watch NBC, CBS, FOX, ABC etc while outside the United States.
Sure you can watch your favorite shows when you are out travelling abroad. Example, watch bbc iplayer from abroad. You can contact us and ask us directly if you want a direct answer. Just inform us the streaming website and country it works in and we will give you the solution. If we have severs in the country you want to stream content from, then it should not be an issue.
This is normally a cookie issue in the browser that was set when you accessed the streaming site like Netflix, BBC, Amazon Prime and when you connected to the VPN server the app or site referenced that cookie. Please clear the cache and try again. Connect the VPN before streaming.
We have VPN servers in different countries. Simply pick a country, and connect. You will have an IP address from that country once connected.
This is a rare issue that is caused by the DNS not reverting back to your ISP provided DNS. When this happens, you will lose internet access when VPN client is disconnected. We are working on a feature for the app to resolve this issue in the next release. In the mean time, you just need to clear your DNS. If not sure how, drop us an email.
This should not happen when using manual VPN setup.
Manual setup on Mac & iOS
- IKEv2 & L2TP
Manual setup on Windows & Android
- PPTP & L2TP IPsec psk
We do not throttle VPN connection speeds. What is probably causing it, is your Internet Service Provider has throttled the port or the protocol being used.
Using our program on Windows & Mac, try TCP, UDP and Stealthmode in addition to testing using different ports.
On Android try alternative port and manual setup of PPTP and L2TP IPsec PSK VPN
On iOS try porgram and manual setup via Ikev2 and L2TP.
This is perhaps the most common issue, the most common reason being:
- Did not enter username/password in the VPN app/software. Please go to settings and enter it and click update to save.
- Wrong username and password. Try not to copy paste password and username as it sometimes adds a blank space before or after first/last character.
- Not waiting long enough for the connection to get established. Please allow about 25 seconds after clicking on SWITCH ON when using app/software.
- Server location selected might be down, try connecting to another location.
It could also be the internet security program blocking the VPN connection or port or hostname. This is easily fixed by editing the internet security programs settings to permit/whitelist the VPN connection and or VPN program installation folder.
Another issue would be the Internet Service provider blocking VPN protocol or ports being used to connect. For this, you can change the protocol / ports being used.
Windows & Mac
- Use our VPN software and switch between TCP, UDP and Stealthmode
- Use our VPN software to Change Ports
- On Windows setup PPTP & L2TP IPsec psk Manually
- On Mac setup L2TP and Ikev2 manually
- Use our VPN software
- L2TP and Ikev2 manual setup
- Use our VPN software
- Change port in VPN software
- L2TP and PPTP manual setup
Finally, sometimes what works with wifi networks will be blocked on a 4G cellular network and you can try the above again for that network.
If you are still unable to connect, please provide us as much information on the issue so that we can provide you a faster solution.
- What country are you connecting from?
- What error message do you get?
- Explain the issue in as much detail as possible. What have you tried?
- What operating system are you unable to connect from? Have you tried another device / operating system?
- Have you tried on another wifi network?
This could happen from time to time and you find that you have no internet even though connected to your router/modem. This is most often a DNS issue unless it is your ISP having an issue.
When using our VPN program on Windows and Mac the program will change your default DNS. When the program disconnects, it reverts your DNS back to your default. If you find that when you disconnect you lost internet connection, you will need to flush the DNS as it probably failed to do that.
So, if you ever find you have DNS issues Click here to flush DNS
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