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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 ifconfig.me. Some other examples are our IP site. Alternatively, you can also visit WhatisMyIPAddress.com. 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 209.222.18.222 and 209.222.18.218. 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.
Depending on the payment method you've used to purchase service and which plan, you may have an option to upgrade to a yearly subscription term.

If you've paid via Credit Card, Paypal, or Amazon, you can change to a yearly subscription term by first logging into the Client Control Panel on our site, located here: https://www.privateinternetaccess.com/pages/client-sign-in

Once logged in, you should see an "Upgrade Subscription" option:

For Credit Card and Amazon purchases, clicking on Upgrade will initiate a payment of the yearly rate minus a pro-rated refund based on the unused portion of the previously paid month.

For Paypal, the full yearly price will be billed, and the unused portion of the month will be refunded in a separate transaction within 3-5 days of the upgrade. This will also set your account to re-bill one year from the upgrade date at your plan's yearly rate.

For all other payment types, if you'd like to change to a yearly subscription, please follow the procedure below.
  1. Cancel your existing service (you'll still be able to use it until the end of the period you've paid up until; this will just cancel any recurrent billing associated with it). Below are the methods to cancel the recurrent billing, depending on which method you used to pay for the service:

    - For Google and OKPay, you will need to login to your payment account with those services, and cancel the recurrent subscription there.

    - All others can simply skip payment and your account will expire automatically.
  2. Wait until the end of your currently paid period (so you get the most time for your money), and once your existing logins expire, then visit https://www.privateinternetaccess.com/pages/buy-vpn/ and subscribe to the yearly package.
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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