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Contact Us

Contact Private Internet Access

To better serve you, we have compiled a list of frequently asked questions.

We do not maintain any logs of any kind, period.
We are located in the US. Being in the US is optimal for VPN Privacy services since the US is one of the few countries that does not have a mandatory data retention policy. Countries in the EU are forced to log, even though some claim they do not.
With our service, we understand that you may have a computer and a smartphone device. You can connect up to five (5) devices simultaneously with one (1) account.
You can use Private Internet Access with any router that supports consumer based VPN services. This would include OpenVPN, PPTP and L2TP. Some routers that are known to support these are DD-WRT, Tomato as well as PfSense. Please remember that we are not responsible for any issues that may arise when flashing a different ROM to your router. Please proceed with caution.
Some Router manufacturers develop routers preconfigured with Private Internet Access. Please contact our support desk in the last question of the FAQ to be directed to a recommended supplier.
You can use Private Internet Access anywhere that you have an internet connection.
We do not impose any restrictions or limitations on usage and/or bandwidth consumption. Please feel free to engage in any legal activity.
You can switch an unlimited number of times between any country/gateway with our VPN service.

If you paid with credit card, or your payment is showing as having cleared, then your account information has been sent to you via e-mail. If you do not see it, please make sure to check your SPAM or Junk Mail folders.
The best and easiest way is to visit a website that tells you your IP. The best is Some other examples are our IP site. Alternatively, you can also visit Your OpenVPN (Windows) or Tunnelblick (Mac OS X) should indicate connectivity via the application icon as well.
You can use our Password Reset Form to set a new password. Simply visit the page and enter your e-mail address you signed up with. If you used Google Wallet, you may need to use your anonymized e-mail.
  1. Please make sure all other VPN software is uninstalled/disabled. Then reinstall our application.
  2. Enter our Settings -> Advanced Settings and choose a different remote port
  3. Enter the Advanced Settings and change the remote port as well as set a local port (such as 53).
Please make sure you are entering the username (p#######) and password correctly. If you have lost your password, please use our Reset Password form. You will only receive authentication failure when there is a real authentication failure. This is not a connection issue.
First, please make sure to remove all other VPN software. Then, reinstall our application.

If this does not help, please contact our support desk.
Please contact us using the form found in the last question of the FAQ.
If this is the case, you may need to set your DNS servers. Please change your DNS servers to and Changing your DNS is very easy and a simple search on Google will give you proper instructions on how to do this.
If you are using L2TP/IPsec+PSK in Android, please try PPTP. If you are using PPTP, then please try L2TP/IPSec+PSK. Different versions of Android are compatible with different protocols.
Please make sure to go to Settings -> and enable the port forwarding option. Then, please make sure to connect to one of the servers listed here. After connecting, hover your mouse over the application icon in the System Tray or Menu bar and the port that you were issued will be displayed.
If your DD-WRT does not show these options, you will need to either upgrade to a big/mega build or use another firmware, such as Tomato or PfSense. Flash a custom ROM to your router with caution. We are not responsible for damaged routers. It may void your warranty.

We strictly only provide refunds in the 7 day period after signing up.
The easiest way to change from a monthly plan to a yearly plan is to:
  1. Cancel your monthly account. You will receive a letter of cancelation, but your account will remain active for the rest of the billing period.
  2. Once your account expires and you receive a letter of termination, you can re-signup for a yearly plan.
  3. Make sure to re-install the application (over-write the original).
If you purchased service through Paypal or Credit Card, you can cancel by logging into the Client Control Panel on the Client Support Page. For Amazon, Google and OKPay, you will need to login to your payment account. All others can simply skip payment and your account will expire automatically.
If your question was not answered in the FAQ above, then please contact us directly here.
Private Internet Access, Inc.
P.O Box 46861
Los Angeles, CA 90046

Need Help?
Visit the Support Center or the Client Support

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  +1-866-389-6788 Available 9am-5pm PST, Mon-Fri