Frequently Asked Questions

Find answers about downloads, connection, speed, subscriptions, and refunds. For further help, please use in-app support.

Download and installation

iOS: Select the iOS download link on the home page to open the App Store.
macOS: Select the macOS link on the home page to open the App Store.
After installation, open the app and allow any required system permissions, including VPN configuration.

Connection and speed

Choose a location that is closer to you and has a lower load.
If a connection is unstable, try another location or reconnect.
On work or campus networks, try another network or cellular data to determine whether a local restriction is involved.

Account, subscription, and renewal

After subscribing, you can normally sign in on multiple devices with the same account, subject to your plan.
See the Auto-Renewable Subscription Agreement for renewal details.

Refunds and cancellation

Where the refund policy applies, submit a request through the relevant purchase channel.
To stop automatic renewal, turn it off in the subscription settings of the purchase channel.

Before contacting support, please prepare your country or region, network type (Wi-Fi, cellular, or work network), device model and system version, and any screenshots or error messages.