Frequently asked questions

A virtual private network creates an encrypted connection between your device and a VPN server. Websites normally see the server's IP address instead of the public IP address assigned to your connection. This can improve privacy on local networks and make it safer to use unfamiliar Wi-Fi. A VPN does not make you invisible, remove malware or replace careful browsing. Exalo VPN provides the VPN account, supported apps and OpenVPN or WireGuard configurations needed to connect.

Exalo VPN encrypts traffic that passes through an active VPN connection between your device and the selected VPN server. This helps protect data from casual interception on networks such as public Wi-Fi and changes the public IP address presented to websites. Protection applies only while the VPN is connected and properly configured. Information you voluntarily provide to websites, tracking tied to logged-in accounts and activity outside the VPN tunnel can still identify you.

A VPN is not antivirus software, a password manager or a guarantee of anonymity. It cannot stop you from opening a malicious attachment, sharing personal information, using a compromised password or signing in to a service that already knows your identity. Browser cookies, device fingerprinting and accounts can still be used for recognition. Keep your operating system and apps updated, use unique passwords and multi-factor authentication, and treat unexpected messages and downloads with caution.

A VPN is especially useful on public or shared Wi-Fi, while travelling, when working away from home and whenever you prefer websites not to receive your normal public IP address. It can also provide access through one of the locations available to your account. Availability does not guarantee that every website, app or streaming platform will accept a VPN connection. Local laws, service terms and network restrictions continue to apply wherever you use the service.

Choose a plan and billing country on the website, continue through the secure Stripe checkout and complete any requested card authentication. After successful payment and account provisioning, you receive a welcome email with your VPN credentials, download links and account access information. Install a supported app or download a configuration from your account, then sign in with the VPN username and password in the welcome email. Keep those credentials private because they provide access to your VPN service.

You can review the public website, available plans and country-specific pricing without entering an email address. An active VPN account can only be provisioned after a successful order because it requires a subscription, credentials and an expiry or renewal date. The website does not promise a free trial unless a clearly identified plan explicitly says so. Before paying, Stripe shows the final amount and applicable tax information so you can review the commitment.

Open the customer login page for the same VPN brand where you bought the subscription and enter your email address. The backend sends a plain-text email containing a secure magic link. You do not need a separate customer-account password. Open the link in the same browser where practical. The portal then shows the subscription and downloads associated with that brand account. Customer logins are separate from the VPN username and password used inside VPN apps.

A newly requested magic link can be opened for up to 60 minutes. After the first successful click, the resulting sign-in opportunity remains limited to 15 minutes. Requesting another link expires all earlier unused links for that account, so always open the most recent email. This policy reduces the time in which an intercepted or accidentally forwarded link could be used. Once signed in, the normal secure session rules of the customer portal apply.

The link may be older than 60 minutes, may already have been used outside its 15-minute post-click window, or may have been invalidated when a newer link was requested. Email security scanners can sometimes open links automatically before you do. Request one fresh link, wait for the newest message and use only that message. If the problem continues, confirm that you are using the correct brand website and the exact email address used for the order.

First check spam, junk, promotions and filtered folders, then wait a few minutes for normal mail delivery. Confirm that the address was entered correctly and belongs to an account for this specific VPN brand. Avoid requesting many links in rapid succession because only the newest remains valid. Add the sender to your contacts or allowed-senders list if your provider is strict. If no message arrives, contact support and mention the brand, approximate request time and email domain—but never send your VPN password.

Yes. The backend can associate the same email address with customer records or subscriptions for more than one brand. The customer experience remains separated: you sign in on each brand's own website to view the subscriptions and downloads belonging to that brand. A magic link requested on one website does not automatically open accounts on another. This separation prevents subscriptions, invoices and brand communication from being mixed while allowing you to keep one preferred email address.

The portal is intended to show the information connected to your brand account: active subscription details, relevant renewal information, application download links and available OpenVPN or WireGuard configurations. Where enabled, it can also provide access to invoices and other order information. The portal communicates with the central backend, so transactional email and account data do not need to be duplicated in every frontend. The exact options shown depend on the status of your account and the active integration.

Standard plans for the same brand use the same core VPN service. The main difference is the subscription term and the resulting total and effective monthly price. A shorter plan offers more flexibility, while a longer plan normally offers better monthly value. Any long-term loyalty offer marked as upsell-only is not available as a first purchase and appears only to eligible existing customers. Always review the plan name, duration, billing frequency and final total before payment.

Consumer taxes depend on where the customer is established. Selecting a billing country allows the website to display the applicable consumer price and tax treatment before checkout. Cloudflare may suggest a country based on the connection, but you can correct it. Stripe verifies the billing location again using the information available during payment. The selected country must be truthful; choosing another country merely to change tax is not permitted and can create incorrect invoices or interrupt the order.

For customers in the European Union, the applicable VAT rate is generally based on the customer's country and is recorded for VAT and OSS reporting. Projects aimed at a non-EU market can use their configured local pricing model, but Stripe still confirms the tax location before payment. The website shows whether tax is included and the checkout provides the final breakdown. Invoices preserve the net amount, tax rate, tax amount, gross total, country evidence and payment reference needed for the accounting trail.

A recurring plan renews at the interval shown before payment until it is cancelled or otherwise ended. The checkout asks for explicit consent to recurring card charges and shows the amount and billing period. A renewal message and invoice are sent according to the configured workflow. The renewal can fail if the payment method is declined, requires additional authentication or is no longer valid. Review your subscription information in the customer portal and act before the renewal date if you do not want another term.

Use the subscription controls made available in the customer portal or contact support from the email address associated with the account. Cancellation stops future renewals; it does not normally erase the historical order, invoice or payment records required for accounting, fraud prevention and legal obligations. Access generally continues until the end of the already paid period unless the confirmation states otherwise. Keep the cancellation confirmation and check the displayed end date so you know when the VPN account will stop working.

Invoices are associated with the customer and order in the central backend. When an order or renewal succeeds, the transactional workflow can send the invoice by email and make it available through the customer record or portal where enabled. The invoice reflects the brand, billing country, currency, net amount, applicable tax and total at the time of purchase. If an invoice is missing, contact support with the brand, payment date and order email. Do not email full card details.

Payments are processed through Stripe rather than directly by the VPN frontend. The first card payment is configured to request 3D Secure authentication, allowing the card issuer to confirm the payer when required. Stripe also evaluates payment and fraud signals and returns the result to the backend through signed webhook events. The platform stores payment references and consent evidence for its audit trail, not the complete card number or security code. Your bank ultimately decides whether a card transaction is approved.

All brands can use the same Stripe account while retaining brand identification. A neutral account-level statement prefix can be combined with an approved brand-specific descriptor suffix, subject to Stripe and card-network rules. The checkout, invoice and transactional email use the project brand connected to the website where you ordered. Statement text can be shortened by banks or card systems, so keep the invoice and welcome email. Contact support before opening a dispute if you do not recognise a payment.

The customer account provides the currently managed download links for supported platforms. These can include Windows, macOS, Android, Android TV, iOS and a Linux beta, plus configuration files for compatible OpenVPN or WireGuard clients. Availability and minimum operating-system versions can change when an app provider publishes an update. Use the links in your account rather than an unknown download website, and keep both the VPN app and operating system updated for security and compatibility.

The current service limit is up to five simultaneous connections per active VPN account. A phone, computer, tablet or television counts as a connection while it is actively connected. Installing an app does not by itself use a slot. If a sixth device cannot connect, disconnect one of the other devices and try again. The backend displays the validated limit supplied for the product; older website material that mentioned ten connections is no longer applicable.

Active standard plans do not impose a monthly data allowance, so you do not receive a fixed number of gigabytes to divide between devices. Unlimited bandwidth does not mean guaranteed speed or unlimited network capacity. Performance still depends on your internet connection, device, Wi-Fi quality, distance to the VPN server, server load, protocol and the service you access. Abusive or unlawful use remains subject to the terms of service and can never be justified by the word “unlimited.”

Both are widely used VPN protocols. WireGuard is designed around a smaller, modern codebase and often offers straightforward, efficient performance. OpenVPN is mature, highly configurable and supported by many devices and networks. The best choice can depend on the operating system, network and available server configuration. Your customer account provides configurations only where supported by the selected server. If one protocol cannot connect on a particular network, trying the other is a useful troubleshooting step.

Sign in to the customer portal on the website of the brand where the subscription is active. Open the downloads or server section, choose an available server and select OpenVPN or WireGuard when both are offered. Download the configuration to a trusted device and import it into the matching client. Configuration files can contain details intended for your account, so do not publish or share them. If a server is replaced, download a current configuration instead of relying indefinitely on an old file.

Yes, public Wi-Fi is a common reason to use a VPN. Connect to the network, confirm any legitimate captive-portal page if necessary, and then activate the VPN before opening sensitive services. The encrypted VPN tunnel helps protect traffic between your device and the VPN server, but it does not make a fake hotspot trustworthy or protect information you intentionally give to a fraudulent website. Disable automatic connection to unknown networks and verify the network name with the venue whenever possible.

Some overhead is normal because traffic is encrypted and travels through a VPN server. The effect varies with the original connection, device performance, protocol, server distance, server load and local network quality. Choose a nearby server, compare WireGuard and OpenVPN, and test over a stable wired or Wi-Fi connection. No VPN provider can honestly guarantee the same speed in every location or for every service. If performance suddenly changes, reconnect or test another available server before contacting support.

For everyday privacy and good performance, start with a nearby available location because shorter network routes often reduce latency. Choose another country only when you have a legitimate reason to use that location and the destination service permits it. The server, country and location totals shown on the website come from a backend-validated infrastructure snapshot; they are not hard-coded promises. A listed service location can change because the underlying network is maintained and updated over time.

P2P traffic can be used on servers identified as supporting it, provided the activity is lawful and complies with the terms of service. Support does not grant permission to download or distribute copyrighted or prohibited material. It also does not guarantee performance for a particular application. Select an appropriate server or configuration from your account and respect applicable laws. If a server is not marked as suitable for P2P, choose another supported location rather than assuming every endpoint has the same policy.

While the VPN tunnel is active and working correctly, websites normally receive the public IP address of the selected VPN server instead of the address assigned to your normal internet connection. This is useful privacy protection, but it is not the same as complete anonymity. Websites may still recognise your account, cookies, browser characteristics or information you submit. If the VPN disconnects, traffic handling depends on the client and its settings, so review the options available in the app you use.

No responsible VPN service should promise complete anonymity. A VPN changes the network path and encrypts traffic to the VPN server, but identity can still be revealed through account logins, cookies, browser fingerprinting, payment records, malware, voluntarily shared information or activity outside the tunnel. Use the VPN as one privacy layer among several. Good account security, updated software, careful browser settings and realistic expectations are equally important. The privacy policy explains how the platform handles personal data.

The approved platform position is that the VPN brands do not sell customers' personal data. Some information must still be processed to provide accounts, payments, invoices, transactional email, fraud prevention, customer support and legal compliance. Infrastructure partners such as payment and email providers process limited data for their defined roles. The privacy policy describes the relevant purposes and parties. “We do not sell personal data” is deliberately more precise than claiming that no operational data is ever processed.

The website does not make an absolute “no logs” promise because running accounts, payments, security controls and support requires some operational records. The VPN connector and infrastructure may process technical information needed to provision and operate the service, while the backend stores customer, subscription, invoice, authentication and audit data. This is different from selling browsing histories. Consult the current privacy policy for the categories, purposes and retention approach, and do not rely on older promotional documents that use broader language.

A device-level VPN app normally routes supported device traffic through the tunnel, while an imported configuration applies according to the client and operating-system settings. Some apps, local services, captive portals or split-tunnelling rules may behave differently. The platform does not claim universal protection for every application or traffic type. Check that the VPN shows as connected, verify the selected client settings and avoid assuming that a browser extension or one configured app automatically protects every other program on the device.

Magic links use short-lived, single-use security rules: they are valid for up to 60 minutes, have a limited window after the first click and older links expire when a new one is requested. Frontend requests are mapped to a known project and backend queries and changes are limited to that project. Sensitive integrations use Worker secrets rather than frontend code. Authentication, validation, rate controls, signed Stripe webhooks and API audit logging together reduce abuse; no public service can promise that attacks are impossible.

Confirm that the subscription is active, the VPN username and password are correct, and the device has a working internet connection before the VPN starts. Then try a current configuration, another supported protocol and another available server. Restarting the app or device can clear a stuck network state. Firewalls, restrictive Wi-Fi and captive portals can block a protocol. Record the app, operating system, protocol, server, time and exact error message before contacting support, but never include your VPN password.

Use the VPN username and password from the welcome message, not the magic-link email address or a customer-portal password. Enter them exactly and check for spaces introduced by copying. Confirm that the subscription has not expired and that you are using an app or configuration supported by the account. If credentials still fail, contact support from the account email address. A replacement may require the connector to update or reprovision the VPN account; never post credentials in a public message or screenshot.

Include the VPN brand, account email address, device model, operating-system version, app name and version, protocol, selected server, approximate time and the exact error text. Explain what you already tried and whether ordinary internet access works without the VPN. Screenshots are useful if they do not expose passwords, payment details, configuration secrets or unrelated personal information. For billing questions, include the order or invoice reference rather than a full card number. Clear details make diagnosis faster and safer.

Use the application links shown in your customer account. The backend centrally manages these links for Windows, macOS, Android, Android TV, iOS and Linux where available, so each brand does not need to maintain a separate copy of the installers. This also reduces the risk of following an outdated or unofficial link. Platform availability can change, and the Linux client may be labelled beta. Verify downloads before installation and obtain mobile apps from the linked official store where possible.