Help
Answers to the usual questions. Can't find yours? Write to support; you can also do it from the app, under Account.
Installing
Windows says it protected my PC
That's SmartScreen, which warns about apps it hasn't seen often. Choose More info, then Run anyway, and allow the installer to make changes.
How do I install the Android app?
Download it from the download page on your phone and open it. Android asks whether your browser may install apps: choose Settings, allow it, go back and choose Install.
If Play Protect says it doesn't know the app, that's because it isn't in the Play Store: choose to install anyway.
Which devices does it run on?
Windows 10 (version 2004 or newer) and Windows 11, on x64 PCs and on Arm. Android 8 and newer.
Your account
I forgot my password
In the app, choose Forgot password and use one of the recovery codes you were shown when you created the account. Each code works once.
Lost those too? Write to support from another device that's still signed in. If none is, support can't confirm it's you from here, so they'll explain what they can do.
It says I'm waiting for approval
New accounts are approved by hand. The app checks every half minute and connects you as soon as yours is approved; you don't need to do anything.
It says I'm signed in on too many devices
Each account can be signed in on a few devices at once. Sign out on one you no longer use, from that device or on your account page, then sign in on the new one.
Why do I have to sign in again?
A sign-in lasts a fixed time (90 days, unless we've set it otherwise), however much you use the VPN, so nothing has to keep track of when you use it. The app warns you a week before.
Connecting
It stays on "Connecting"
The app can't reach the server. Some networks (workplaces, schools, some public Wi-Fi) block VPNs: try another network or mobile data. Check the server list to see whether the server is up.
Websites don't load while I'm connected
Disconnect and connect again. If it keeps happening, open the app's Activity page and choose Run checks; then write to support with what it says.
My printer, TV or casting stopped working
While you're connected, the app keeps everything in the tunnel, including your home network. On a network you trust, allow local devices under Local network in the app. Traffic to them then stays on that network, unencrypted by the VPN.
I have no internet at all, connected or not
On Windows, Always on is probably on: it blocks the internet whenever the VPN isn't connected. Connect, or turn Always on off in the app.
On Android, Android's own Block connections without VPN setting does the same. Connect, or turn it off in Android's VPN settings.
Does it work on mobile data and when I change networks?
Yes. When your phone or PC moves to another network, the app sets up the tunnel again from the new address straight away, and nothing leaves outside it meanwhile.
Updates
How does the app update?
The app checks for a new version every few hours. Every update is signed, and the app installs it only if the signature checks out.
On Windows it installs by itself, waiting until you disconnect. On Android it tells you, and you choose Install.
It says my version is out of date
Download the new version from the download page and install it over the old one. You stay signed in.
Removing the app
How do I uninstall it?
Like any app: on Windows, in Settings, Apps; on Android, by holding its icon and choosing Uninstall.
That leaves your account as it is. To delete the account too, go to your account page.