Sixteen questions grouped into installing, connecting, accounts and billing. Open a heading for the steps, and contact support if something is still unclear.
Installing and starting
The installer says a driver is missing.
Desktop builds create a virtual network adapter. Run the installer as an administrator; if it still fails, uninstall the old version, restart and try again.
macOS cannot verify the developer.
Open Privacy & Security in System Settings, choose Open Anyway, then approve the network extension.
Does Windows 7 still work?
Yes, take the compatibility build in the download centre. That branch receives security fixes only, not new features.
I cannot find the client window.
It minimises to the tray or menu bar by default; click the icon to reopen the main window.
Connection and performance
Connected, but pages will not load.
Usually a stale DNS cache. Reconnect once, or enable the built-in resolver in settings.
Latency is higher than expected.
Prefer a physically closer node, pause downloads and cloud sync, and use a wired link where possible.
Why does speed differ from my bandwidth?
Throughput depends on local bandwidth, node load and the destination server; cross-region access is always below a local speed test.
It disconnects after the computer sleeps.
Sleep shuts the virtual adapter down. Enable reconnect-after-wake in settings to avoid doing it by hand.
Account and devices
I have hit the device limit.
Open the account page, review the signed-in devices and sign one out. No support ticket is needed when you change hardware.
How do I reset a forgotten password?
Use the reset link on the sign-in page; a verification email goes to your registered address.
Can I share an account with family?
Yes, the five-device allowance covers a household. Do not publish the credentials, as unusual sign-ins trigger verification.
How do I delete my account and data?
Request closure from the account page. Everything except billing records is removed within 30 days.
Billing and privacy
How do I request a refund?
Submit the request from the account page within 30 days of a first subscription. Approved refunds return through the original channel, with timing set by the provider.
Do you keep my browsing history?
No. Destinations and payload content are never recorded; the privacy policy lists what is retained.
How fast does support reply?
Chat is staffed continuously and usually answers within ten minutes. Tickets receive a resolution within 24 hours.
When are invoices issued?
Request one from the orders page after payment; electronic invoices normally arrive by email within one business day.
Still stuck? The client can export a network report; attaching it to a ticket shortens diagnosis considerably. Installation topics are covered in the download centre.
Make your connection effortless today
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