What can we help you with?

FAQ

I can’t connect to VPN, what should I do?

Login to your account and open a Support Ticket. What information you should provide us?
1. Your Operating System.
2. Server on which you are trying to connect. ex: us1.hideipvpn.com.
3. Error name/code (screen of your error is preferable).
4. If you are using our Software please, click on Save log and provide you Log file.
This will help us to understand your problem and solve your connection issue. You will receive an answer in maximum 12 hours. Usually our response time is no more than 30 minutes.

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?

Login 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 client area Username/Password?

Go to Password Reminder page, enter your email address and press Submit. You will receive an email with instructions on how to reset your password.

How can I change my account email address?

In order to change your account email address, Login to your account go to Settings -> Billing Details, enter your new email address and press "Save changes" button.

How can I change my VPN password?

Go to Client area, log in using your email address and client area password. Click on "Packages", select package for which you want to change VPN password, click on "Change VPN Password" link, enter new password and confirmation password then click "Change VPN 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 log in using your email address and client area password. Click on "Packages", select package for which you want to change your VPN username, click on "Change VPN Username" link, enter new username then click "Change VPN username" button. Wait for 2-3 minutes and retry with your new VPN username.

How do I set up VPN or Smart DNS service?

Please refer to the Support page.

Do you have a refund policy?

Yes, we have. We offer 30-days refund for new orders. If you can't connect to our VPN servers or you can't use SmartDNS service, you can ask for a refund within 30 days. Note that we do not refund for speed issues because we have 24 hours Free trial VPN account and 7 days Free SmartDNS account on our premium servers. Read more in our TOS

How is my privacy maintained?

Please refer to the Privacy Policy page.

Where do I find the Smart DNS Key?

Go to Client area log in using your email address and client area password. Click on "Packages", select your package and in Smart DNS tab you will find the Key.

Which DNS server should I use?

If you are using our software, please select the server which is physically closer to your current location.

FAQ

How to start using VPN?

Please, refer to the following tutorial.

Do you allow P2P/Torrent traffic?

We don't allow P2P/Torrent traffic on US, UK, PL, FR 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, PL, FR or CA servers you will be warned by our system if repeated your account will be suspended without any refund.

What information do you store?

We do store your name and your billing details. We do NOT keep any server logs.

Why I can't connect on certain ports?

We have had to block certain ports (25 SMTP, and some P2P ports on some servers) 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 package, how do I do this?

Please refer to this blog post.

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 software just uninstall like you uninstall any other software.

I want to cancel my account, how do I do this?

Log in to your Client Area, click on "Packages" click on the package you want to cancel then click "Cancel Package" button, follow the instruction from cancellation page to cancel your package.
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 connect from different devices at the same time?

Yes, you can connect up to 3 different VPN servers at the same time but no more. Note that you can't connect to the same VPN server at the same time.
For Smart DNS you can use unlimited number of devices which are using the same IP address.

I have enabled Smart DNS but the content is still blocked?

It is due to transparent DNS/HTTP proxy or the IP wasn’t updated. To update your IP before enabling Smart DNS, click on “Update IP” which is located under Smart DNS Details tab under your package. To check if you have transparent DNS/HTTP proxy or not, please follow this link http://billing.hideipvpn.com/dnsproxy/.

How do I change my billing cycle?

Please, refer to the following tutorial.

How can I find a list of available VPN and Proxy servers?

Please, refer to the following tutorial.

Need more help?

Did not find an answer to your question?
Just let us know, help is on the way!


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