FAQ

VPN is a Virtual Private Network which creates a secure connection for you and enables you to browse Internet anonymously.

Installing VPN One Click is really simple. As the name says, you can install VPN One Click with a single click. You can install VPN One Click from your phone's app store or play store, or you may also download it directly from our website. Click here to go to the download center. Getting Started page on our website shows installation procedure on different devices and platforms.

Yes VPN One Click has a trial version of seven days. You can also use free a version of VPN One Click. However, in the free version you will have limited features to use. For more details, please check our pricing page.

After you install the VPN One Click application, you will have an option in the homepage to make the payment. We accept payment through PayPal, Bitcoin and iTunes. Check our pricing page for more details regarding the different pricing options available..

No you cannot use a VPN service without Internet connection. You need an existing Internet connection to be able to use a VPN service.

Not really! Although VPN does an encryption of data while transferring over the Internet but it doesn't slow down the speed.

We are sorry, you cannot do that. We maintain a very competitive price for single computer licenses to allow you to enjoy the service on all your devices.

Yes It does! The VPN One Click works all around the world. The only thing that needs to be done once you are in another country, if you have an Apple device, is to download the new configuration profile. That's it.

Please disconnect the VPN and then open this link : https://ssl.kryptotel.net/vpnoneclick_check_for_blocking.php

A few users report unexpected disconnection with the error DotRas.RasDialExecption using VpnOneClick. We have come to the conclusion that the main reason is a poor Internet connection. When the network starts to loose data packets, the VPN will try to keep the connection running but it will inevitably disconnect. We recommend trying different servers to see if the connection improves by using servers closer to your location. If you are using a Bit Torrent client connecting to USA/European servers a disconnection may occur, if so you may change to a server in Russia or disable the Bit Torrent client. Another possible reason could be a bad firewall configuration, in this case try disabling the firewall. Check out this link on How to open the Firewall's Ports You can also try disabling the anti-virus, some of them have an integrated firewall that can stop the connection either immediately or after a short period of time. If you attempted to fix the problem with all of the above and the error still occurs, please send us the Error Log so we can assist you with finding out more and fixing it.

Double check to see if you have the option of selecting PPTP and L2TP. (application will try to use both of them automatically). Try do disable the computer’s firewall and antivirus, if the problem persists, then most probably you will need to open ports on your local wifi router (firewall sections). In most cases the wifi router will have a “pass-through” option for the VPN protocol. This is the easiest way to open the right ports. In all other cases you should open the router/firewall ports as follows: To use the VPN protocol L2TP/IPSEC: - udp port 500 - udp port 50 - udp port 51 - udp port 4500 - udp port 1701 To use the VPN protocol PPTP - port tcp 1723 - gre protocol allowed All related/established ports should be enabled as well.

1)Please check the expiration date. If the subscription is expired you need to subscribe for the service by using the link within the Application; or 2) download the updated configuration as follows: - on iPhone/iPad/iPod disconnect the VPN, tap on the expiring date and follow the steps to installing the configuration profile; - on Mac click on “Download Configuration” and then on “Automatic Configuration” to install the configuration profile.

In China many VPN services are “poisoned” directly by the local Internet service provider. VpnOneClick has a solution: 1) Please disconnect your VPN; 2) download the updated configuration as follows: - on iPhone/iPad/iPod disconnect your VPN, tap on the expiring date and follow the steps to installing the configuration profile; - on Mac click on “Download Configuration” and then on “Automatic Configuration” to install the configuration profile. Our system will automatically recognize that your are in China and it will use a special configuration to bypass the Firewall.

We will be happy to help you directly, sometimes we use a remote desktop program (www.teamviewer.com) to connect to our customer’s computer and troubleshoot the problem. Please contact us on the live chat support we are available 18 hours per day including the weekend.

Yes. You can transfer VPN One Click subscription from your old iPhone/iPad to a new one. All you need to do is login to VPN One Click app using the same Apple ID and tap "Restore Purchases".

If you have wiped your iOS device and lost all data, you can recover VPN One Click subscription on your iPhone/iPad. All you need to do is login to VPN One Click app using the same Apple ID and tap "Restore Purchases".

From your iPhone/iPad’s main screen tap on “Settings”, tap on “General” and scroll down and tap on “Profiles”. Tap on “VpnOneClick” and then tap on “Remove”. Confirm “remove” when requested.

It may depend on several different things: 1) Try to use a different protoco, you can easily switch directly from within the app (on windows it will change automatically) ; 2) Check your mobile configuration settings. You must allow data connections to the local application; 2) Check your 3G data plan with your service provider. You must be enabled to use the VPN (some operators keep the VPN protocol closed: you may have to pay little surcharge).

You probably manually configured your Vpn on your Mac and you didn’t select the “Send all traffic over VPN connection” flag. You can adjust that by going into “System Preferences”, “Network”, “VpnOneClick.....” and “Advanced”.

We are sorry but you cannot use the same Mac subscription for you Android device. Nevertheless we maintain very competitive pricing to enable you to enjoy our service on all your devices. Check the latest subscription prices on pricing page of our website.

We are sorry, you cannot use the same activation code, nevertheless we maintain very competitive pricing to enable you to enjoy our service on all your devices. Check the latest subscription prices on pricing page of our website.

You should turn the auto-lock option OFF. You can do that by going into “Settings”, “General” and “Auto-lock”, tap on “Never”. This is one of the solutions we found to avoid the disconnection. The VPN may also disconnect when changing from wifi to 3g and vice versa.

You can use your VPN One Click Mac subscription only on other Mac Computers (Not with Windows Computers, etc). All you need to do is follow the below procedure. Open VPN One Click app > Menu ( the bar at the top of the screen) > File > Restore Purchases.

We are sorry but you cannot. Apple’s regulation does not allow sharing the same iPhone/iPad services on Mac computers. You must use a separate VPN One Click subscription on Mac. To activate VPN One Click on Mac you must download it from your Mac's App Store and buy a subscription.

No, we currently do not provide an option of using Mac subscription on iPhone or iPad.

Yes, you can use your VPN One Click iPhone subscription on your iPad as well. You need to follow below instructions to do that. Open VPN One Click app and tap > Restore Purchases. The opposite is true as well, you can use an iPad subscription on your iPhone.

Have a look at this simple video tutorial to see how new version of VPN One Click is to be used on iOS devices, that is, iPhone, iPad, or iPod.

Video Tutorial Link: VPN One Click Video Tutorial - New Version

1. Make sure that you have the latest version of the app installed on your device. You can update the latest version of VPN One Click from the AppStore.

2. Open VPN One Click app using the same Apple ID used to buy the subscription. In case the expiry date is not updated, tap the menu - VIP and then tap 'Restore Purchases'.

You can also have look at this video to understand how the new version of the app works: VPN One Click Video Tutorial - New Version

Our servers have an oversized bandwidth available and therefore the slow speed of your connection depends only on the bandwidth of your Internet connection. You should check the bandwidth and speed of your Internet connection.

Alternately, you could also try to connect to a VPN server which is geographically closer to your location, this may improve speed to some extent. You could try with a list of servers and check which one suits you the most.

A few users report unexpected disconnection using VPN One Click. Most of the times the main reason for this is the poor Internet connection. When the network starts to lose data packets, the VPN searches to keep the connection up to a certain limit. After that it disconnects. Therefore, check your Internet connection in this case.

Alternately, you could also try to connect to a VPN server which is geographically closer to your location, this may improve speed to some extent.

Please check the settings on your iOS device.

Go to Settings - tap the “Settings” icon, then “General” and then “Cellular”. Turn ON the options: “Cellular Data” and “Enable 3G”. (Please check your data plan with the mobile operator for the charges applied!)

If your 3G/4G is already active: If the VPN is working with WiFi but not with the Mobile 3G/4G , it is not a problem with VPN. Most probably your operator is blocking the IKEv2 VPN protocol. We suggest to contact the mobile operator.

You can recover VPN One Click subscription from your previous iPhone or iPad to the new one.
All you need to do is login to VPN One Click app using the same Apple ID and tap “Restore Purchases”. Please make sure that you use the same Apple ID which was used to purchase the subscription on the previous iOS device. This should resolve the issue.


If the above solution does not work, then open a support ticket with us with answers to below questions:
- From which device had you purchased the previous subscription (e.g., Mac, iPhone, iPad, etc.)?
- Are you using the same Apple ID which was used to buy the subscription?

Steps to follow:
1. Open the VPN One Click app and tap the menu icon on top left of the screen.
2. Click the icon with the double square (copy icon)
3. Paste the username in the ticket
4. Please send us a copy of the payment. You can follow instructions on this link to find payment copy: http://support.apple.com/kb/HT2727

Link to open trouble ticket for VPN One Click: Open a Trouble Ticket

You can trasnfer VPN One Click subscription from your previous iPhone or iPad to the new one.
All you need to do is login to VPN One Click app using the same Apple ID and tap “Restore Purchases”. Please make sure that you use the same Apple ID which was used to purchase the subscription on the previous iOS device. This should resolve the issue.


If the above solution does not work, then open a support ticket with us with answers to below questions:
- From which device had you purchased the previous subscription (e.g., Mac, iPhone, iPad, etc.)?
- Are you using the same Apple ID which was used to buy the subscription?

Steps to follow:
1. Open the VPN One Click app and tap the menu icon on top left of the screen.
2. Click the icon with the double square (copy icon)
3. Paste the username in the ticket
4. Please send us a copy of the payment. You can follow instructions on this link to find payment copy: http://support.apple.com/kb/HT2727

Link to open trouble ticket for VPN One Click: Open a Trouble Ticket

You can recover your VPN One Click subscription by following the below steps.
All you need to do is login to VPN One Click app using the same Apple ID and tap “Restore Purchases”. Please make sure that you use the same Apple ID which was used to purchase the subscription on the previous iOS device. This should resolve the issue.


If the above solution does not work, then open a support ticket with us with answers to below questions:
- From which device had you purchased the previous subscription (e.g., Mac, iPhone, iPad, etc.)?
- Are you using the same Apple ID which was used to buy the subscription?

Steps to follow:
1. Open the VPN One Click app and tap the menu icon on top left of the screen.
2. Click the icon with the double square (copy icon)
3. Paste the username in the ticket
4. Please send us a copy of the payment. You can follow instructions on this link to find payment copy: http://support.apple.com/kb/HT2727

Link to open trouble ticket for VPN One Click: Open a Trouble Ticket

Yes, you can share VPN One Click subscription among iOS devices. That is, from iPhone, iPad or iPod to iPhone, iPad or iPod.
All you need to do is login to VPN One Click app using the same Apple ID and tap “Restore Purchases”. Please make sure that you use the same Apple ID which was used to purchase the subscription.

However, you cannot share VPN One Click subscription on Mac device with iOS device and vice versa.
You can also not share lifetime subscription, it can only ne shifted between devices. Standard subscription can be shared between some devices.

You can share VPN One Click subscription from your previous iPhone or iPad to the new one.
All you need to do is login to VPN One Click app using the same Apple ID and tap “Restore Purchases”. Please make sure that you use the same Apple ID which was used to purchase the subscription on the previous iOS device. This should resolve the issue.


If the above solution does not work, then open a support ticket with us with answers to below questions:
- From which device had you purchased the previous subscription (e.g., Mac, iPhone, iPad, etc.)?
- Are you using the same Apple ID which was used to buy the subscription?

Steps to follow:
1. Open the VPN One Click app and tap the menu icon on top left of the screen.
2. Click the icon with the double square (copy icon)
3. Paste the username in the ticket
4. Please send us a copy of the payment. You can follow instructions on this link to find payment copy: http://support.apple.com/kb/HT2727

Link to open trouble ticket for VPN One Click: Open a Trouble Ticket

If you are requested to enter passcode during installation of VPN One Click, enter passcode of your iOS device. Passcode is usually 4 or 6 digit lock code of your iOS device.

The iTunes App Store sales policy clearly says that you cannot cancel a purchase or receive a refund for a purchase but they are known to make exceptions if you have a valid reason.

Here is an example of how to ask Apple for a refund: http://www.labnol.org/software/itunes-app-store-refunds/13838/

Apple doesn't allow us to refund a customer directly. However, Apple can refund a customer directly. If you are facing an issue and need a refund, you can do so by following the instructions on these links:

http://www.fanstudio.co.uk/iphone-game-development/03/15/getting-a-refund-for-your-itunes-app-store-purchases/

or

https://support.apple.com/en-us/HT202039

For any further information regarding refund, please feel free to get in touch us.

Netflix and Hulu have geographic limitations on their streaming. They don't allow users from abroad to watch national streaming, it is illegal. For this reason, they have blocked our IP addresses.

In fact Netflix has blocked IP addresses from all VPN providers, not just ours. It is not possible to avoid their ban on VPN providers.

Here are some useful articles in this regard:

http://www.wired.com/2016/01/netflix-will-block-vpns-for-now-but-its-real-goal-is-global-tv/

https://torrentfreak.com/vpn-providers-condemn-netflix-blocking-crackdown-160118/

http://www.techtimes.com/articles/

On PayPal:

Here are the steps to cancel an automatic payment with a merchant:
1. Click the Settings icon next to “Log out.”
2. Click the Payments tab, then click Manage pre-aproved payments under “Pre-approved payments.”
3. Select the payment you'd like to cancel, then click Cancel.

A subscription can be cancelled until the day before the next scheduled payment in order for you not to be charged.

More details are available on this link: https://www.paypal.com/us/selfhelp/article/How-do-I-cancel-an-automatic-payment-I-have-with-a-merchant-FAQ2058#personal

On Play Store:

Here are the steps to cancel automatic payments on Play Store:
1. Open the Google Play Store
2. Tap Menu Menu and then Account and then Subscriptions.
3. Find the subscription you want to cancel.
4. Tap Cancel

More details are available on this link: https://support.google.com/googleplay/answer/7018481?co=GENIE.Platform%3DAndroid&oco=1

On App Store:

Here are the steps to cancel automatic payments on App Store:
1. Go into your iPhone's settings
2. Tap on iTunes & App Stores
3. Tap on your Apple ID at the top
4. View Apple ID
5. Tap the Manage button under Subscriptions
6. This should give you an option to turn off auto-renewal so your subscription will cancel at the end of your current billing period.

More details are available on this link: http://support.apple.com/kb/ht4098

A few users report unexpected disconnection using VPN One Click. Most of the times the main reason for this is the poor Internet connection. When the network starts to lose data packets, the VPN searches to keep the connection up to a certain limit. After that it disconnects. Therefore, check your Internet connection in this case.

1. Restart your device
2. Try to connect to different VPN servers geographically closer to your location to check if your connection improves.

Our servers have an oversized bandwidth available and therefore the slow speed of your connection depends only on the bandwidth of your Internet connection. You should check the bandwidth and speed of your Internet connection.

Alternately, you could also try to connect to a VPN server which is geographically closer to your location, this may improve speed to some extent. You could try with a list of servers and check which one suits you the most.

A few users report unexpected disconnection using VPN One Click. Most of the times the main reason for this is the poor Internet connection. When the network starts to lose data packets, the VPN searches to keep the connection up to a certain limit. After that it disconnects. Therefore, check your Internet connection in this case.

Alternately, you could also try to connect to a VPN server which is geographically closer to your location, this may improve speed to some extent.

Most probably your subscription is already active. Please close the app and wait few minutes, then restart it again to reload. This will refresh the expiry date.

If the above step doesn't resolve the issue, please follow the below instructions:
- Tap “Restore Purchase”. This option can be found under: Menu> Subscribe> bottom of the page.
- If it still doesn't work please be sure that you are using the same Google ID which was used to buy the Subscription.
- If the expiry date still doesn't refresh, please check if the payment was successful or not.

With the new version of VPN One Click app and if you have a new active subscription, you can share the subscription on among your Android devices like tablets or phones.
You just need to use the same Google ID on your Android devices which was used to buy the subscription originally.

The latest version of VPN One Click app doesn't support Android box at the moment. However, you may try an older version of VPN One Click on your Android box.

Please download the below version of VPN One Click on your Android box. This is an APK file, and needs to be opened from an Android box only.
Download Link: https://ssl.kryptotel.net/VpnOneClick4.apk

If you're having connection problems with VPN One Click on Windows computer, or and cannot connect to a VPN server at all, we suggest to check the below.
First of all we suggest to try different servers for the connection. This would verify if the problem is with all the servers or with just one.
Also, you could try to connect to a VPN server which is geographically closer to your location and see if this improves the connection.

1. We suggest to check the status of the connection.
2. Disconnect the VPN and browse the below address:
https://ssl.kryptotel.net/vpnoneclick_check_for_blocking.php

Depending on what answer you see on the above web link.

Turn Off your Windows Firewall
Another possible reason of connection problem on Windows device could be a bad configuration in the firewall and in this case, you should disable the firewall for a while and try again.

IP Banned
We regret to inform you that our system reported an abnormal traffic flow trough our servers, coming in/out to your IP address. To protect us from a Denial of Service (DOS) attack, our system blocked it for 24 hours. We don't have any information on the type of traffic or destination, simply because we respect the privacy of our valuable customers. We don't think you are involved in the DOS attack because very often the traffic flow at such level is generated from a trojan/virus inside the computer. Please check it well using different updated anti-virus and consider that the block will be removed automatically in maximum 24 hours.

Our servers have an oversized bandwidth available and therefore the slow speed of your connection depends only on the bandwidth of your Internet connection. You should check the bandwidth and speed of your Internet connection.

Alternately, you could also try to connect to a VPN server which is geographically closer to your location, this may improve speed to some extent. You could try with a list of servers and check which one suits you the most.

No. You cannot share Windows subscription of VPN One Click with other devices.
We keep our prices very affordable to let you use multiple subscriptions for multiple devices.

You need to get in touch with us to recover your previous subscription. To update your account we need the activation code and the payment copy or your Paypal email address.
Please follow this instructions to find the activation codes in your applications:

1. Kindly launch the VPNoneClick application then click on the menu icon located on the top left and send us your activation code.
2. Open a trouble ticket and send us the necessary details.

Our VPN is not compatible with any Bit Torrent client and it cannot be used while a bit torrent client is active. In most cases the torrent client will crash or the VPN will exit with an error.

If you got the VPN subscription only to hide your IP address making file sharing we cannot help you and if you paid the subscription we can do a refund upon your simple request.

You can cancel automatic subscription from your Paypal account as follows:
1. Open your paypal account
2. Click on “Profile”
3. Click on “My Money”
4. Click on “My preapproved payments”
5. Click on our subscprition and click on “Cancel”.

The paid subscription will remain valid until the expiry date.

If you're having connection problems with VPN One Click on Mac, or/and cannot connect to a VPN server at all, we suggest to check the below.
First of all we suggest to try different servers for the connection. This would verify if the problem is with all the servers or with just one.
Also, you could try to connect to a VPN server which is geographically closer to your location and see if this improves the connection.

1. Check the expiring date shown in the main screen of the application. Most likely the subscription could be expired.
2. In case you have just activated the subscription (paid or free trial) it could take few minutes to be reflected in all available servers. In this case, you could wait for some time or download the updated configuration as follows:

1. Click on “Download Configuration” and on “Automatic Configuration” to install the configuration profile.

You can only share your Mac subscription with a Mac device.
You cannot share your Mac subscription to an iOS device, i.e., with an iPhone, iPad or iPod.

Below is the procedure to share Mac subscription with another Mac device:
1. Open VPN One Click app
2. Click on Menu bar at the top of the screen
3. Then click 'File'
4. Click 'Restore Purchases'

Follow the below procedure to remove old VPN profile on your Mac:

Open “System Preference”, click on “Profile”, click on “VPN One Click”, click on “Remove” and confirm.
The same procedure can be followed to delete other VPN One Click profiles.

If the profiles are still present follow the below procedure:
Open “System Preference”, click on “Network”, then click on the VPN Configuration and click on ”-”, confirm and remove.

If the ”-” icon is in greyed out out please follow the instructions on this link: https://discussions.apple.com/thread/3828655?tstart=0

You can recover your previous subscription on your new Mac.
Just log in with your Apple ID and install VPN One Click on your Mac. The Apple ID needs to be the same which was used to make the VPN One Click purchase.

The Apple sales policy clearly says that you cannot cancel a purchase or receive a refund for a purchase but they are known to make exceptions if you have a valid reason.

Here is an example of how to ask Apple for a refund: http://www.labnol.org/software/itunes-app-store-refunds/13838/

For any further information regarding refund, please feel free to get in touch us.

If you're having connection problems with VPN One Click on Linux, or/and cannot connect to a VPN server at all, we suggest to check the below.
First of all we suggest to try different servers for the connection. This would verify if the problem is with all the servers or with just one.
Also, you could try to connect to a VPN server which is geographically closer to your location and see if this improves the connection.

1. We suggest to check the status of the connection.
2. Disconnect the VPN and browse the below address:
https://ssl.kryptotel.net/vpnoneclick_check_for_blocking.php

Depending on what answer you see on the above web link.

Your IP address has full access to our network
a. Check your local router/firewall.
b. Try to disable for a while the computer’s firewall and antivirus, if the problem persists to connect to our VPN network, then most probably the solution is that you should open your local WiFi router ports (firewall sections).
c. You should open the port 69 in the firewall for the protocol TCP.
If you have access to Internet only through a proxy most probably you cannot use the VPN.

Your IP address has been banned from the following servers, in the last 24 hours
We regret to inform you that our system reported an abnormal traffic flow through our servers, coming in/out of your IP address. To protect our servers from a Denial of Service (DOS) attack, our system has blocked your IP address for 24 hours. We don't have any information on the type of traffic or destination, simply because we respect the privacy of our valuable customers.
We don't think you are involved in the DOS attack because very often the traffic flow at such level is generated from a trojan/virus inside the computer. Please check it using different updated anti-virus softwares and consider that the block will be removed automatically in maximum 24 hours.

Our servers have an oversized bandwidth available and therefore the slow speed of your connection depends only on the bandwidth of your Internet connection. You should check the bandwidth and speed of your Internet connection.

Alternately, you could also try to connect to a VPN server which is geographically closer to your location, this may improve speed to some extent. You could try with a list of servers and check which one suits you the most.

No. It is not possible to share Linux subscription of VPN One Click with any other device.

You can move VPN One Click subscription from your old Linux computer to a new one. To do this we need the payment receipt or the paypal email used to make the payment for the old subscription and URL shown when you click on the subscription option from the menu. Inside the URL there is the activation code that we need, to move the subscription.

You need to copy the URL and send a request to our technical support team using the trouble ticket system.