Frequently Asked Questions:

You can find a list of our Frequently Asked Questions below, click the question if it relates to your query:

If the above does not cover your query, or you're still encountering problems, please raise a ticket with our Support Team below.

If you are requesting assistance with a technical problem be sure to include the requested information in the red box below, if the requested information is not provided it may delay our ability to resolve your problem whilst we request it......

Technical Issue?
Please include as much information as possible if you are requesting assistance with a technical problem, helpful information may include the following:

  • Which service are you trying to use? - VPN (OpenVPN, L2TP) or SmartStream (DNS)?
  • What device are you trying to use? - Windows 10, macOS, iPad, etc
  • Where are you connecting from? - Home, hotel, public WiFi, school, etc
  • What is the problem, error message? - Cannot open site, authentication failed, etc
  • Tester Results - Copy/paste of the Tester results,, when opened on the device you're seeing the problem with

PLEASE try to avoid simply sending 'Not working', some days our telepathy skills are lacking! ;-)

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