Login to your account and open a Support Ticket. What information you should provide us?
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.
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.
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.
In order to change your account email address, Login to your account and open a Support Ticket, or you can email us at support(at)hideipvpn.com, and make a request to the staff.
Go to Client area login using your username and client area password. Click on "VPN & SmartDNS 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.
Go to Client area login using your username and client area password. Click on "VPN & SmartDNS 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.
Yes, we have. We offer 30-days refund. 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
If you are using our software, please select the server which is physically closer to your current location.
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 you will be warned by our system if repeated your account will be suspended without any refund.
We do store your name and your billing details. We do NOT keep any server logs. troubleshooting.
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.
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!
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.
Login to the Client Area, go to "VPN & SmartDNS 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 its before upgrading.
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.
Login to the Client Area, click on "VPN & SmartDNS Packages" click on the package you want to cancel then click "Request Cancellation" 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.
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.
It is due to transparent DNS/HTTP proxy or the IP wasn’t updated. To update your IP before enabling SmartDNS, click on “Update IP” which is located under SmartDNS 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/.