FAQ - Frequently Asked Questions

Q: I can't connect to VPN, what should I do ?
A: Login to your account and open a Support Ticket. What information you should to provide us ?
1. Your Operating System
2. Server on which you are trying to connect. ex: us.hideipvpn.com (*if your are on $9.99 premium account)
3. Error name/code (screen of your error is preferable)
4. 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 24 hours.

Q: How does a VPN account work?
A: 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.

Q: What ports should be open on firewall/router for it to work?
A: 1723 and 443 TCP ports should be open, also your firewall/router/ISP must allow VPN/PPTP passthrough for PPTP VPN. Typical working: embeded 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.


Q: How can I get support?
A: Login to your account and open a Support Ticket. You will receive an answer in maximum 24 hours.

Q: I have lost/forgotten my Username/Password?
A: Go to Password Reminder page, enter your email address and press validate. You will receive the password by email.

Q: How do I set up HideIPVPN?
A: Please refer to the HowTo/Setup page.

Q: Do you have a money back policy?
A: Yes, we have. We offer 2-day money back guarantee. If you can't connect to our VPN servers, you can ask for a refund within 2 days. Note that we do not refund for speed issues because we have 1 hour Free trial on our premium servers. Read more in our TOS

Q: How is my privacy maintained?
A: 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.

Q: Do you allow P2P/Torrent traffic?
A: We don't allow P2P/Torrent traffic on US, UK and CA VPN servers. If you use P2P applications with our service your account will be suspended.

Q: What information do you store?
A: We do not store any information as we are not required to do so.

Q: I am using OpenVPN, why is the connection slower than while using PPTP?
A: 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.

Q: Why can I not connect on certain ports?
A: 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!

Q: I am finding connecting slow, why is that?
A: 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.

Q: I want to upgrade/downgrade my account, how do I do this?
A: Login to the Client Area, go to "My Products & Services", click on View Details for Premium VPN service 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.

Q: How do I uninstall HideIPVPN?
A: For PPPT connection just delete the HideIPVPN connection under "Network Connections" in the "Control Panel". For OpenVPN just uninstall OpenVPN software.

Q: I want to delete/cancel my account, how do I do this?
A: Login to the Client Area, go to My Products and Services, click on View Details for Premium VPN service and Request Cancellation. Also, if you have an active subscription on PayPal with us please, cancel it as we do NOT refund subscription payments.

Q: Are you interested in becoming our affiliate?
A: If you are interested in promoting HideIpVPN, you can join our affiliate program. You can find more details here.