What can we help you with?

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.

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.

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.

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.

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.

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.

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.

Please refer to the Support page.

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 3 Days Free trial VPN account and 7 days Free SmartDNS account on our premium servers. Read more in our TOS

Please refer to the Privacy Policy page.

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.

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

Please, refer to the following tutorial.

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.

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

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!

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.

Please refer to this blog post.

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.

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.

If you are interested in promoting HideIPVPN, you can contact us at contact@hideipvpn.com.

Yes, you can connect up to 5 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.

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/.

Please, refer to the following tutorial.

Please, refer to the following tutorial.