Frequently Asked Questions Personal

Of course you may have a lot of questions and general concerns related to payment options, technical queries, router VPN connection queries and software queries and we provide you with the answer to some of the most common questions related to Personal VPN right here.
 

Frequently Asked Questions Corporate

There may be a dozen of questions in your mind related to general queries, payment queries and technical queries. Well, see below to some of the most common questions related to corporate account, if you don’t get what you need to know then you can write to us at PureVPN.
 
We provide one click software for Windows, MAC, Android and iPhone, that do not require any technical installation to use our service. We also provide step by step tutorials for all major operating systems which do not need any additional software or hardware. It uses native settings in your Windows or MAC operating system. We send 1-minute setup guide when you subscribe to our service. Technically It adds a new network interface which you are working with as if you are working with direct internet connection. But the IP is different, and all traffic is encrypted.

Thanks to the multiple domains supporting PureVPN connections and tens of servers around the world such a thing has never happened on a large scale. If you ever face such a problem, please report this using support form, we will provide you a new address MAX within 12 hours, usually within 1-2 hours.  

If your router/firewall supports PPTP pass-through, you should have no troubles connecting. Many routers/firewalls handle PPTP connections fine even though they do not explicitly advertise PPTP pass-through capability. Your firewall rules must be set up to allow outbound connections to our server IP on TCP port 1723 and IP protocol 47 (GRE).

You don't need a high end system. Normal home use machines are enough. No additional software is required to use our VPN service as we utilize the VPN feature already in your operating system. Once you signup, we will send you all the VPN account information required to set up a connection to our servers and you are set!

Once you are connected to our VPN server, all programs use a virtual network interface, which protects all programs that access internet on your computer. It's far more safer and effective than a regular proxy  

Yes, you can use a single PureVPN account on 5 different devices, at the same time. This means no more security breach, no more data theft. Stay anonymous and secure while using internet on your iPhone, iPad, Android Smartphone, PC or Laptop All the Time!

Go to the Order page. Select the service you would like to sign up for and proceed to payments page. Paying is simple and fast. Upon payment you will receive a payment confirmation email. We apply strict anti-fraud checks and all orders go through a human-attended screening. Which typically takes upto an hour. We then send the login details to your email account.

The benefit of No-Encryption is faster streaming/browsing. Our network supports all encryption levels from No Encryption to the highest SSL or AES 256 bit encryption. If using our Windows software, you can adjust encryption settings on the "Settings" tab. For MAC, you can adjust settings under System Preference --> Network --> PureVPN. For other devices, our server will go with the default settings which has usually encryption enabled.

Yes! Even if our website is blocked, our VPN service will continue to work. Thanks to the multiple domains and tens' of servers around the world. Our VPN service cannot be blocked. If you have any issues contact our support for fast response

Yes! Our service is compatible with nearly all OS's and smart phones in market. You will find your desired OS and devices tutorial here: http://www.purevpn.com/tutorials.php For Nokia, we recommend SymVPN client from www.telexy.com For Windows Mobile, we have a tutorial* here: http://www.purevpn.com./vpn-service/windows-mobile-vpn.php   (Still in Beta! - Works perfectly for some and some people report issues) *Works with selective Windows mobile versions.

We'll be honest and frank with you here unlike those who claim a big "NO, it won't". Actually no one can tell you the answer without testing on your system. It depends on a lot of factors e.g your proximity to the server location, your ISP's support of protocols etc. But don't worry we have proper tools for you to test this out. First is server recommendation tool here, that will tell you which server would be best for you. Then you have trial account here and we encourage you to test before you go for a regular service.

There are loads of Geo-restricted sites that are compatible with our VPN service for Online TV watching right on your computer. Some of Online UK TV sites: BBC iPlayer, BBC Sports streaming, ITV, 4OD, Demand FIVE, Sky Player, Zattoo, Eurosport, STV, ESPN360 **   Some of Online USA TV sites: Netflix Movie streaming,Fox on demand, Fox Soccer,FX network, HULU, CBS,TV.com, ABC,NHL, NFL,Amazon Video on demand,SyFy Rewind,Live Cricket, Free Music Streaming (Lala),Rugby Zone,iLike (with MySpace music),NBC **   Some of Online Swiss TV sites: Wilmaa, 3SAT, Canale 5, Eurosport, MTV, ORF 1, TVE, ZDF, DMAX.   Some of Online Canada TV sites: Spacecast, TSN, Much Music, Global TV, CTV, MTV Canada, Bravo, Star TV , The Comedy Network, City TV.   ** Not all sites are free to view content. Some require paid subscriptions. We will keep on adding to this list...

Yes, you will be able to send emails but you will need to get it enabled first. In order to fight spam, we block SMTP on all accounts by default. However you can contact us and tell us your email ID that you use for emails, we'll allow that for you.

You can select your preferred payment method including PayPal, Credit Card, Debit Card, Skrill, Payza, Alipay, Ucash, Paysavecard, and 20+ other payment options at PureVPN. Payment for more than $100 can also be paid by using Western Union and Bank Transfer options.

To purchase a subscription using PayPal and Credit Card options (Auto-recurring), you simply can select the preferred method from the order page. Next step, you will be taken to our 256-bit secured payment page to complete your payment.

Please try to visit purevpn.org first, if it’s also blocked in your country then send us an email at enquiry (at the rate) purevpn.com. We will send you a free 3 day trail that will help you setup your paid account.

Good idea! Please refer to the reseller FAQ's section here

All Payments made through PayPal and Plimus (except for Skrill) are auto-recurring and charged automatically at the end of your selected subscription period. While, Payments made via Payza, Payment Wall and Bitcoin are non-recurring and requires manual renewal of your subscription.

There is a system of payment. When you place an order we send an immediate Payment Confirmation Email to assure you that you have placed an order successfully. Then the merchant verifies the info given by you and confirms us to deliver the order, a normal process that takes typically 5 - 60 minutes or so. If it has lapsed more the 60 minutes, please contact our 24x7x365 Live Chat for further assistance.

To request cancellation of your active accounts: Please Sign in to your Client Area. Go to "My Product and Services" option. From the list of your active services, click on arrow sign ‘>’ at extreme right. Click on the 'Request Cancellation' at bottom. Our support representative will promptly follow up your request.

To find a detailed comparison on packages, please hereclick here!.

To pay with Skrill formerly called MoneyBookers, you can select ‘Skrill via Plimus to make the payment. Once you click on Plimus, you will be taken to next site Plimus.com. On the same page at the bottom, you can see a drop down list for all payment methods. Select Skrill formerly called MoneyBookers and proceed with your payment.

First, you don't need to worry at all. We are here to make your VPN work. We'll test one by one for all protocols, even if one of these is allowed on your network you are good to go.   PPTP Protocol: You should open your command prompt if on windows (go to Start > Run and type CMD press enter or if using MAC see here and type following command.   telnet uk2.purevpn.net 1723   (For MAC you need hostname so it's uk2.purevpn.net and port number is 1723)   Press Enter & note the result If it gives a blank screen, this would mean PPTP is working on your ISP & you should check for, 1) Windows firewall blocking your connection (as it normally do) and allow VPN connection in rules 2) Anti-virus / Firewalls may be blocking connection. This most often happens when you have set your security level higher than normal.  L2TP Protocol: If on Windows or MAC, you'll first need to install a free utility "NMAP" that can be downloaded here Open command prompt and type the following command.   nmap -p 1701 -sU -P0 uk1.purevpn.net  If the output is like, Port State Service 1701/UDP Open|filtered L2TP  This means the L2TP port is allowed on your network. You should again check, 1) Windows firewall blocking your connection (as it normally do) and allow VPN connection in rules 2) Anti-virus / Firewalls may be blocking connection. This most often happens when you have set your security level higher than normal.  SSTP Protocol: You should open your command prompt if on windows (go to Start > Run and type CMD press enter or if using MAC see here and type the following command.   telnet uk2.purevpn.net 443   (For MAC you need hostname so it's uk2.purevpn.net and port number is 443)   If you get a blank screen that basically confirms that SSTP is permitted on your ISP/Network. Otherwise If all three protocols fail, please contact our live chat support or open a ticket with technical department.

This happens sometimes and is not a cause for worry at all.   Here we have provided a detailed, step-by-step guide for troubleshooting: http://www.purevpn.com/speedup-tips.php   We strongly recommend you try all techniques provided in above write-up. If none help then you will need to adjust your MTU settings in your Windows Registry.   Please follow these steps to modify the MTU settings. First of all you will need to determine what is the optimal value of MTU for you: Look here: http://www.howtonetworking.com/VPN/mtu4.htm Secondly, you will need to look on how to modify registry for correct settings, refer here: http://support.microsoft.com/kb/826159 For MAC, please refer here: http://support.apple.com/kb/HT2532 If this doesn't help, try to switch protocol ie PPTP to L2TP and vice versa. In 50% cases switching protocol solves the issue.

Yes, we do support port forwarding. If you are running a local application, e.g a local server or want to setup a CCTV for remote viewing, we recommend you to get VPN IP from the country closest to your location. Once you have subscribed and got your connection details. Open a ticket with us here and tell us the ports that you want to forward. We'll set it up for you asap.

It's very simple. If you have installed our Desktop Software for Windows or Macintosh, just go to Dashboard tab and select the country you wish to connect to. If you are using manual VPN connection setup change your hostname as provided to you in VPN configuration email. You can switch same way for all USA VPN, UK VPN, Canada VPN, German VPN and Netherlands VPN.

This depends on whether you have setup connection using a manual connection (following one of our tutorials) or whether you have installed the PureVPN software. Let's first talk about manual connection setup. Inside XP or Vista, you will need to go to Properties of your connection, clicking on "Networking" tab and from top drop down menu select either L2TP over IPsec or PPTP. (remember if you are selecting L2TP over IPsec, don't forget to click on "IPsec settings" button below, then selecting "Use Pre-shared key for authentication" and entering 12345678. This is not needed for PPTP. If you are using PureVPN desktop software, you will need to go to Dashboard tab and simply choose your desired protocol from PPTP, L2TP and SSTP. (remember if you are selecting L2TP protocol, don't forget to go to Country Selection Tool tab option, click Browse All Servers on top right corner, scroll down to the bottom then selecting "Enter Pre-shared key 12345678". This is not needed for PPTP or SSTP.

Don't worry! Try out bypassing the router if you have. Connect direcly to the modem. If this works then it means you'll need to adjust MTU value on your router. Refer to this FAQ for step by step guide on adjusting MTU value.

Yes you can and there are 3 ways.   1) Either setup VPN on router. See this FAQ 2) Or use ICS (Internet Connection Sharing) on Windows. A good guy put up a step by step tutorial for the community. Get it here 3) If you are using MAC and want to share VPN with PS3 / xbox / Boxee etc please follow these steps:   a. Go to System Preferences and select Sharing. b. Select Internet Sharing. c. Select the VPN to share from the drop down list. d. Select what interface to share the VPN to i.e. Ethernet e. Select the tick box on the enable the sharing i.e. "Internet Sharing" f. When the sharing is active the icon will become green and the status will change to: On. g. Now click on Ethernet and click on Configure IPv4 drop down and instead of DHCP select manually and insert IP address    192.168.25.1 (or any range) and insert subnet mask 255.255.255.0 h. Plug in device to the LAN/Ethernet port of your MAC and insert IP 192.168.25.2, subnet mask 255.255.255.0 and default    gateway 192.168.25.1 in PS3/Xbox etc   You are good to go!

This issue is reported mostly by MAC users. If you are having this issue, please disconnect VPN click on "Advanced" button and tick mark the "Send all traffic over VPN" option. Then connect again and you will see IP has changed.

First of all make sure you are connected to the server recommended by this tool: http://www.purevpn.com/select-location/ If yes, then try to switch protocols ie PPTP to L2TP and vice versa. If you are not sure how to do this, catch us on live chat. We'll connect to your system remotely and set it for you. (Don't worry, this method of support is a standard worldwide for tech support and it doesn't harm anything or expose you to security risks) Alternatively you might want to do it yourself as guided in this FAQ

No you don't need any 3rd party software nor Tunnelblick (Tunnelblick is not for PPTP, L2TP and SSTP. It's just for OpenVPN) . Your MAC's native VPN client is enough. See our MAC setup here

This is achievable with PureVPN! There is a documented guide for step by step setup. You can get it here. Don't forget to give us feedback, how it works :) **Novice users should stick to default settings. Again this is for fairly technically advanced users only. Don't attempt if you aren't comfortable.

Usually firewalls don't block VPN service and it works without making any changes to your existing setup. Just in case if you encounter problem (as known with a few e.g AVAST Firewall) following information would help you get around. There are primarily 3 protocols that we support for VPN: 1) PPTP VPN : Requires port 1723 opened on your firewall for both UDP/TCP. 2) L2TP VPN : Requires port 1701 opened on your firewall for both UDP/TCP 3) SSTP VPN : Requires port 443 opened on your firewall for both UDP/TCP. All you need to do is to create relevant exception in your firewall settings. This is pretty straight forward but you can contact our support if you have no clue how to achieve this.

It's pretty easy for both PureVPN Windows and Macintosh Software. On Windows Software go to Setting tab and check mark "Launch on system startup"   For Macintosh Software, go to Setting tab and check mark "Launch automatically when I log in".

Unfortunately the problem is pretty common and it could blow your rightful anonymity and privacy cover. We highly recommend you make sure you have it fixed. First you need to check if you have this problem -- connect your VPN, then go to -- http://entropy.dns-oarc.net -- Click 'Test My DNS' -- ignore "Good" "Great" and everything except 'dns resolver' listed addresses). Then, look for any related to your IP address, your internet provider, or that are in your country rather than the country of the VPN server you are using. If anything like that is listed, you have a DNS leak. If you have the leak, it's easy to fix in Windows using a freeware program "NetSetMan" -- you can get it here http://www.netsetman.com/index.php?s=nsm. Download and install the program; then: (1) Select the first tab. Choose Profile>Get all current settings - IP/DNS addresses should then appear. Tick only 'IP' and 'DNS Server'. Select 'Use the following IP address' and 'Use the following DNS Server addresses' leaving the IP/DNS addresses untouched. (2) Then select the second tab. Tick only 'Use the following DNS Server addresses'. 'Preferred' and 'Alternate' -- and leave them blank. Now just connect to VPN as you normally would; after you connect, go to the second tab of NetSetMan and click "Activate" -- That fixes the problem by removing your ISP's DNS servers from your normal Network adapter -- with the result that these DNS servers are no longer passed to your VPN adapter and do not leak. Now you can check for leakage at http://entropy.dns-oarc.net IMPORTANT When you disconnect from VPN you must go to the first tab of NetSetMan and click "Activate" to restore your original network settings. (Courtesy : HA)

1) Go to control panel then to add remove programs and then to windows components uncheck networking 2) Reboot your computer. 3) Do same as above this time check networking 4) Go to Run and type cmd, press enter. Type the following command a) netsh int ip reset reset.log Enter b) ipconfig /flushdns Enter   That should be it.

Yes it's possible. We have compiled a step by step guide for this kind of setting. We have configured for PPTP, L2TP, SSTP VPN such that whenever it will disconnect all internet activity from your computer will completely stop: Windows 7 : http://www.purevpn.com/win7-firewall.php Windows Vista / XP : http://www.purevpn.com/purevpn-firewall.php Note : Torrent programs are an exception to this - For torrents, this method is only 99% effective leaving 1% chance of data leak.

Please download SSTP certificate here. Run it by double clicking. Locate "Install Certificate" at bottom right and keep hitting "NEXT" on screens that follow, leaving all settings default, until you get "Import was successful" Then try connecting again. If it still didn't help try rebooting your system.

This situation usually occurs when you are on a Wifi. If you have access to the router go to router management console and look for settings such as "Stateful Packet Inspection (SPI)" or "Firewall on" or "Firewall off" (different routers consoles have different names for this). Disable SPI or Firewall and this should be it. If you do not have access to router management then reduce your encryption level or try setting it to none.

When connected to VPN, you can protect yourself from unsolicited inbound connections following this short tutorial here. Tutorials for MAC & Linux coming soon.

Yes, PureVPN can be installed on your router. We recommend you install DD-WRT firmware on your router. Note that not all routers are supported by DD-WRT. 1) First check for router compatibility here: http://www.dd-wrt.com/site/support/router-database If it's supported, get it installed on your Router. 2) Then follow the pictorial router VPN tutorial here: http://www.purevpn.com/vpn-service/router-vpn.php Don't forget to leave router connected for the VPN connection to establish and take effect. Switching VPN country: For switching country, just edit the server hostname, save configuration and reboot router

When you sign up to the High Bandwidth (Router support) package you are sent a script that you place according to this setup guide: http://www.purevpn.com/vpn-service/router-vpn.php 5th line on the script reads: /sbin/route add -host ********** gw ********* dev vlan1 This is a generalized script.  Where you see "vlan1" - This is where you will need to make change according to your router model. Some routers have eth1, some have vlan2 so definitely if your router is ,for example, vlan2 then this script won't work unless you correct this. In order to find correct interface name, you will need to take following steps: 1) Telnet your DD-WRT router. It will prompt for user id and pass 2) Enter your router's user id and pass. It will get you to CLI console. 3) write "route" and hit ENTER. It will bring up routing table for you. 4) Locate the "default" route and note the interface for this route. This is the interface that you need to replace with "vlan1" provided as default in script. That's it. Reboot your router, wait for a while and it should fire up! ** This is for fairly technical people. So don't attempt if you don't know what's going on. Get our support staff help you set it up

Yes, and we call it "Virtual Router" sharing. You can connect any device e.g iPhone, Android, laptops, tablets etc. All you need is a Windows 7 laptop or PC equipped with a Wireless card. There are several ways to achieve this: 1) http://virtualrouter.codeplex.com/ (A free application, may be downloaded and installed on a Windows 7 machine. Easy to use UI for setup and sharing) 2) http://www.connectify.me 3) If you feel more like a paranoid and inclined for built-in features (given you have a Windows 7 machine) you may try following: 3a) First of all check whether your LAN card supports this Virtual Router feature. Open up command prompt by locating cmd in 'Start' menu, right clicking and selecting "Run as administrator" Then run this command: netsh wlan show drivers If you could locate this line anywhere in listed details: Hosted network supported  : Yes That means your Wifi card supports "Virtual Router" feature. 3b) Now it's time to set it up. In the same command prompt window type these 2 commands (one by one) netsh wlan set hostednetwork mode=allow ssid=PureVPN key=YourOwnPassword   netsh wlan start hostednetwork (Devices will detect network SSID as "PureVPN". Use password as YourOwnPassword or whatever you want) If you get some error like "..The hosted network couldn't be started..." that probably means your Wifi card driver is outdated, update your LAN driver to the latest version offered by your vendor then try start command again) 3c) Now the VPN connection needs to be setup manually on your system (Auto-dialer won't work) Let's say you've put name of the VPN connection as "PureVPN Network". Click on the 'Wifi signal bar icon' in your system tray and then click on "Open Network and Sharing Center". On the new window locate and click on "Change adapter settings" Right click on the adapter that reads "PureVPN-Network" and go to "Properties" On the new window that appears locate the tab that reads "Sharing". On 'Sharing' screen tick mark "Allow other network's user to connect through this computer's Internet connection" and from the drop down below select "Virtual AP". Hit OK. That's it - Now' connect to VPN and Enjoy! Many Wi-fi enabled devices can now share this VPN connection like a "Virtual Router"   Note : Everytime you'll restart your computer, you will need to run this command: netsh wlan start hostednetwork (In order to automate you may create a batch file to run this automatically on boot up)

That is possible with the following script. Please navigate to your DD-WRT web interface. Go to "Administration---> Commands" and insert following in the "Commands" space provided. iptables -I FORWARD -i br0 -o ppp0 -j ACCEPT iptables -I FORWARD -p tcp --tcp-flags SYN,RST SYN -j TCPMSS --clamp-mss-to-pmtu iptables -I FORWARD -i ppp0 -o br0 -j ACCEPT iptables -I FORWARD -i br0 -o vlan2 -j DROP iptables -I INPUT -i ppp0 -j REJECT iptables -t nat -A POSTROUTING -o ppp0 -j MASQUERADE Then hit "Save Firewall" You are good to go!

This feature acts as protection against potential data leaks to ISPs in case the VPN disconnects unintentionally. Imagine you are connected with our secure VPN browsing some private websites or downloading files that you would not want your ISPs to know. If in between the VPN disconnects then the default behavior of your computer is such that the browsing or downloads will continue unencrypted and unprotected exposing your tracks to your ISP. Now if you have this option enabled, the software stops any and all the internet activity on your computer and handover control to you to disconnect the ongoing downloads or browsing and restart internet at will. So when you are ready to resume the Internet activity, simply uncheck "Activate Internet Kill Switch when VPN disconnects." from the software.

In order to make Split tunneling permanent and avoid manually running PureVPN with administrator privilege, please follow this tutorial here

You can use Split Tunneling even if you do not logon as administrator. All you need is administrator username (and password if you have setup so). Follow this tutorial to know how to go about enabling Split Tunneling: http://www.purevpn.com/split_tunneling_user_rights.php

Yes - It supports both 32 and 64 bit for XP, Vista and Windows OSs. Software will auto detect your OS and architecture so no need to specify this anywhere when downloading or installing software.

Yes - It supports both 32 and 64 bit architectures for versions 10.4 onwards. It's 10.7 ready.

We keep adding more and more features in our software and thus release newer versions from time to time. For Windows, software auto-detects any new version releases and prompts for upgrade. It's all automated so you just need to approve it once. For MAC users software auto-update feature is not supported yet so they'll need to manually download and run the newer version. Make sure to trash old version preferences file when you download a latest version.

This is an OS bug in Windows. Microsoft has released a quick fix for it's resolution, click here. Alternatively you may right click the downloaded file, go to Properties and click "Unblock". This should solve the problem.

If enabled, Internet will be allowed on ports 1723 (TCP),500 (UDP), 4500 (UDP), 1701 (UDP) irrespective of the VPN status. To ensure complete privacy, make sure no application (e.g File download, Poker etc) is running on these ports. This feature is only available in Windows 7 and Windows 8 and SSTP not supported.

You can use Split Tunneling even if you do not logon as administrator. All you need is administrator username (and password if you have setup so). Follow this tutorial to know how to go about enabling Split Tunneling: http://www.purevpn.com/split_tunneling_user_rights.php

No, there is virtually no hard limit. You may use up to 2x times that of advertised server capacity if you have really low VPN bound traffic. Number of users on packages are put keeping average user in view.

Yes, absolutely. There is absolutely no infrastructure/hardware required from you. We'll setup server for you in country of your choice, configure VPN and setup any additional custom firewall requirements you might have. So once you have placed order on our website you need to sit back and relax!

Yes. You get a user management panel where you could see your users' logging activity, modify password and enable/disable accounts.

Yes. We have a separate corporate arm with it's own staff that designs, implements and manages our client's complex infrastructures. Please write to corporate.sales@purevpn.com

Yes this is covered under our corporate VPN arm. Please send your requirements to corporate.sales@purevpn.com

Yes. We operate on a real 24/7 support collectively over 2 media: Live Chat and Support ticket system.

We accept PayPal, Credit Card, Bank Wire and WebMoney payments.

We offer 1 month, 3 months, 6 months and 12 months billing cycles. When you click on the Get it Now button, you will see a small bar with a green rectangular button. You can move it forward to choose the options of 3 months, 6 months and 12 months.

To cancel your order for VPN subscription, please visit your client area and click on 'My product & services' option. There will be a list of all your active services. On the right side of each row, there is an image like ( -> ) click on that. On the next page, you can request cancellation by hitting the 'Request Cancellation' button at the bottom. One of our support representatives will promptly follow up for your cancellation request.

It's up to you, there is absolutely no obligation. For your ease sake we' have provided both options so you could select when checking out.

We can setup PPTP (MPPE 128-bit encryption), L2TP/IPsec(AES 128-bit and 256-bit encryption) and/or SSTP(AES 256-bit encryption) for you. This would support 99% devices in market from Windows, MAC OSs to iPhone and Android smartphones/tablets.

Usually firewall's don't block VPN service and it works without making any changes to your existing setup. Just in case if you encounter problem (as known with a few e.g AVAST Firewall) following information would help you get around. There are primarily 3 protocols that we support for VPN: 1) PPTP VPN : Requires port 1723 for both UDP/TCP and GRE protocol 47 opened on your firewall. 2) L2TP VPN : Requires port 1701 opened on your firewall for both UDP/TCP 3) SSTP VPN : Requires port 443 opened on your firewall for both UDP/TCP. All you need to do is to create relevant exception in your firewall settings. This is pretty straight forward but you can contact our support if you have no clue how to achieve this.

Yes! Our service is compatible with nearly all OS's and smart phones to date in market. You will find lots of tutorials here: http://www.purevpn.com/tutorials.php