I can't connect to VPN, what should I do?
Login to your account and open a Support Ticket. What information you should to provide us ?
- Your Operating System
- Server on which you are trying to connect. ex: us1.hideipvpn.com
- Error name/code (screen of your error is preferable)
- If you are trying to use OpenVPN please provide us your log from OpenVPN.
This will help us to understand your problem and solve your connection issue. You will receive an answer in maximum 12 hours.
How does a VPN account work?
As soon as you connect to our VPN server your computer is assigned a new IP address and new DNS resolvers. Then all of your Internet traffic is encrypted and is tunneled to our VPN server. Once there, it is decrypted and allowed to travel to its intended destination. Your local ISP will only see a single encrypted data stream between you and our VPN server. Your ISP can no longer monitor, log or control your Internet usage and you can bypass your ISP restrictions.
What ports should be open on firewall/router for it to work?
1723 and 443 TCP ports should be open, also your firewall/router/ISP must allow VPN/PPTP pass-through for PPTP VPN. Typical working: embedded Microsoft firewall in Windows, Linksys/D-Link/TP-Link/ASUA Router manufactured after year 2007, ADSL broadband. Typical not-working: not-Microsoft firewall, Netgear/Trend Router, all router-integrated ADSL modem. If you get error 619 with ADSL connection, please remove home router and disable not-Microsoft firewall software.
How can I get support?
to your account and open a Support Ticket. You will receive an answer in maximum 12 hours. Also you can email us at support(at)hideipvpn.com.
I have lost/forgotten my Username/Password?
Go to Password Reminder page
, enter your email address and press validate. You will receive and email to confirm that you want to retrieve your password, after confirmation you'll get and email with your new client area password by email.
How can I change my VPN password?
Go to Client area
login using your username and client area password. Click on "VPN packages", select package for which you want to change VPN password, click on "Change Your Password" link, enter new password and confirmation password then click "Change password" button. Wait for 2-3 minutes and retry with your new VPN password.
How can I change my VPN username?
Go to Client area
login using your username and client area password. Click on "VPN packages", select package for which you want to change VPN username, click on "Change your Username" link, enter new username then click "Change username" button. Wait for 2-3 minutes and retry with your new VPN username.
How do I set up HideIPVPN?
Do you have a money back policy?
Yes, we have. We offer 3-days money back guarantee. If you can't connect to our VPN servers, you can ask for a refund within 3 days. Note that we do not refund for speed issues because we have 3 hours Free trial account
on our premium servers. Read more in our TOS
How is my privacy maintained?
When you connect to HideIPVPN.com we create a 'Tunnel'. This is another word for a connection between us and you. All data in this 'Tunnel' is encrypted so that only you and HideIPVPN.com know the contents of what is being sent. The data is encrypted to 128 Bits. This is an excellent level of security whilst maintaining good levels of performance, even on older machines and lower powered devices such as Phones and Netbooks.
Do you allow P2P/Torrent traffic?
We don't allow P2P/Torrent traffic on US, UK and CA VPN servers except DE and NL servers if your package include that servers you can use P2P when you are connected to DE or NL server. If you use P2P applications with our service on US/UK or CA servers your account will be suspended without any refund.
What information do you store?
We do not store any information except connection logs for 3 days for troubleshooting.
I am using OpenVPN, why is the connection slower than while using PPTP or L2TP?
OpenVPN uses strong encryption and it is normal to experience slower connections. If you are not highly concerned with your privacy we advice you to use PPTP or L2TP/IPsec connections.
Why can I not connect on certain ports?
We have had to block certain ports (25 and 22) as a small minority where abusing our service. This reduces abuse reports by 99% which means we can get on with making the service better!
I am finding connecting slow, why is that?
Like any route, congestion can slow what should be a fast connection to a halt. When you connect to hideipvpn.com you have to go through your ISP who then connects you too us. If it happens to take a route that is either very busy or very long it means your connection will be slow. This can happen anywhere along the route although we monitor our network 24 hours a day to ensure we are not the cause.
I want to upgrade/downgrade my account, how do I do this?
Login to the Client Area, go to "VPN Packages", click on the service you want to upgrade and then click on "Upgrade/Downgrade Package". Select package to which you want to upgrade and click on "Click to Continue". Select preferred payment method and press "Click to Continue" button.
Go to "My Invoices", select unpaid invoice and pay it. Your account will be upgraded after your payment.
Also, if you have an active subscription on PayPal with us please, cancel it.
How do I uninstall HideIPVPN?
For PPTP or L2TP connections just delete the HideIPVPN connection under "Network Connections" in the "Control Panel". For OpenVPN just uninstall OpenVPN software.
For our HideIPVPN manager software just uninstall like you uninstall any other software.
I want to delete/cancel my account, how do I do this?
Login to the Client Area
, click on your product which you want to cancel then Request Cancellation.
Also, if you have an active subscription on PayPal with us please, cancel it as we do NOT refund subscription payments.
I'm interested in becoming your affiliate?
If you are interested in promoting HideIPVPN, you can join our affiliate program. You can find more details here
Can I connect to HideIPVPN with multiple computers at the same time?
Yes, you can connect up to 3 different servers at the same time but no more. Note that you can't connect to the same server at the same time.