Frequently asked questions

DiffenVPN creates an encrypted OpenVPN connection between your device and a DiffenVPN server. After purchasing a plan, you download a private .ovpn configuration file, import it into OpenVPN Connect, and turn the connection on. See the plans and features or follow the setup guide.

No. DiffenVPN does not inspect or record the websites you visit, pages you view, searches you make, or the contents of your internet traffic.

We only collect limited data needed to operate and protect the service, including the total amount of data used (for example, 20 GB), but not what that data contained. We do not sell your browsing activity. Read our privacy policy for full details.

Open Create account, enter your details, and complete email verification. You can then create and purchase a VPN profile from your dashboard.

Review the current plans on the home page, sign in, and choose Create a VPN profile. Select your main usage location, plan, and profile name, then complete secure checkout. You can manage payment from Billing.

Choose based on your expected monthly data, number of simultaneous connections, and type of use. Light plans suit browsing and messaging; larger plans suit calls, streaming, gaming, and downloads. Circle is intended for trusted people sharing one subscription and supports up to five active connections. Compare the current plans on the home page.

Setup begins automatically after payment is confirmed. You do not need to keep the checkout or dashboard page open. We will email you when the configuration is ready; you can also check your dashboard.

Open your dashboard, select the VPN profile, and download its .ovpn configuration file when setup is complete. The file contains confidential access credentials, so do not publish or forward it unless sharing is expressly allowed by your plan.

DiffenVPN uses OpenVPN Connect, which is available for Windows, macOS, Android, and iOS. The signed-in setup guide provides the appropriate client download links and import instructions.

You may install your configuration on multiple devices, but the number that can be connected at once depends on your plan. Individual plans allow one active connection and must be used only by the account holder. Circle allows up to five simultaneous connections and may be shared with trusted people you authorise. See the terms.

No. Install OpenVPN Connect, download your .ovpn file, import it, and switch the connection on. Follow the step-by-step setup guide.

Install OpenVPN Connect, wait for your VPN-ready email, download the newest .ovpn file from your profile, import it into OpenVPN Connect, and connect. Full instructions are available in How to use your VPN.

DiffenVPN currently provides an OpenVPN configuration for use with OpenVPN Connect. Import the .ovpn file supplied in your dashboard rather than trying to create the connection manually.

Install OpenVPN Connect for your platform, select My Profiles, add a profile using Upload File, and choose your DiffenVPN .ovpn file. Select the imported profile and allow the VPN permission if prompted. See the setup guide.

Router support depends on whether the router can import a standard OpenVPN client configuration. DiffenVPN does not guarantee compatibility with every router or firmware. Check your router documentation and, if needed, contact support before purchasing specifically for router use.

Confirm that payment is complete, setup has finished, the profile is active, and you imported the newest .ovpn file. Remove an older imported profile after a cancellation or configuration replacement. Also check your plan’s simultaneous-connection and data limits. If the issue continues, contact support with the profile name, device type, and exact error message.

Unstable Wi-Fi or mobile service, sleep or battery-saving settings, network changes, maintenance, exhausted data, or exceeding the active-connection limit can interrupt a connection. Try a stable network, reconnect with the newest configuration, and review the profile in your dashboard. Contact support if it continues.

VPN speed can be affected by your original internet connection, Wi-Fi quality, distance to the selected location, network congestion, device performance, and the destination website. Test without the VPN, move to a stronger network, stop other large transfers, and reconnect. If the slowdown is persistent, contact support.

Your profile is provisioned for the location selected during creation and does not include a general server switcher. If your requirements have changed, contact support to discuss the available options. Current plan choices are shown on the home page.

OpenVPN Connect should show the profile as connected. You can also compare your public IP address before and after connecting using a reputable IP-checking website. If OpenVPN reports an error, use the newest configuration from your dashboard or contact support.

Make sure OpenVPN Connect shows an active connection and that you imported the correct DiffenVPN profile. Disconnect, remove any obsolete profile, import the newest .ovpn file, and reconnect. If your public IP still does not change, send the device type and error details to support.

Yes. A VPN can encrypt traffic between your device and the VPN server, which is useful on untrusted networks. You should still use HTTPS, keep your device updated, and avoid ignoring browser or certificate warnings. Learn more in the privacy policy.

The profile-creation form shows the locations currently available for new VPN profiles. Sign in and choose Create a VPN profile to see current availability.

Choose the country or location where you expect to use the VPN most often. A nearby location will usually offer lower latency than a distant one, although actual performance depends on both networks. Start from Create a VPN profile.

A location may be temporarily unavailable because of capacity, maintenance, provider availability, or operational restrictions. The profile-creation page only offers locations available for the selected plan at that time. Check again later or contact support.

Locations may be added or changed as capacity and provider support evolve, but there is no guaranteed schedule. The current choices appear when you create a VPN profile.

Yes, you can ask through support or the contact form. A request is not a guarantee, but it helps us understand demand and check what is practical.

It depends on the plan. The current plan comparison identifies the service level included with each option. Review the latest plan details on the home page.

Do not rely on a permanent public IP unless that is explicitly included in your arrangement. Maintenance, replacement, migration, capacity changes, or security action may change the server or address. Contact support if a stable address is essential to your use case.

While connected, websites normally see the VPN server’s public IP rather than your direct public IP, and traffic between your device and the VPN server is encrypted. A VPN does not hide information you give to a website, activity inside accounts you sign into, or every form of device tracking. See the privacy policy.

DiffenVPN does not intentionally inspect, record, or sell the contents of your internet traffic. To operate and protect the service, it does collect technical events such as profile identity, connection decisions, timestamps, server, data usage, client metadata, source IP, approximate location, ASN, and security or data-access decision reasons. Read the full privacy policy.

Traffic between your device and the DiffenVPN server is encrypted by the OpenVPN connection. Traffic beyond the VPN server should still use HTTPS or another end-to-end encrypted protocol. See the setup guide and privacy policy.

Your provider can generally see that your device is communicating with a VPN service and can observe connection timing and volume, but the VPN encrypts the traffic between your device and the VPN server. Websites and services may still identify you through logins, cookies, or other tracking. See the privacy policy.

No VPN can replace antivirus software, software updates, safe browsing, or careful handling of links and attachments. DiffenVPN encrypts the VPN connection; it is not presented as a malware scanner or phishing blocker.

Kill-switch behavior is controlled by the VPN client and operating system, not advertised as a DiffenVPN account feature. Check the settings and documentation for your installed version of OpenVPN Connect. The setup guide links to the supported client.

Leak behavior depends on the configuration, VPN client, operating system, and local network. Keep OpenVPN Connect and your operating system updated. If a reputable leak test suggests traffic is bypassing the VPN, disconnect and contact support with your platform and test details.

DiffenVPN retains account, billing, cancellation, abuse, and operational records only as long as needed to provide the service, meet legal or tax obligations, resolve disputes, prevent abuse, and support security investigations. Contact support with a privacy request and review the privacy policy.

No. A VPN is one privacy and security tool, not a guarantee of anonymity. Websites can still identify you through accounts, cookies, browser fingerprints, payment records, and information you submit. Read the privacy policy for details about information DiffenVPN processes.

Use your dashboard to view VPN profiles and account settings to manage account details. Billing and subscription actions are available from Billing.

Open Reset password, enter your account email, and follow the link sent to you. If you signed up using Google, use the same Google sign-in method or contact support if you cannot access the account.

Check account settings for the options available to your sign-in method. If the email cannot be changed there, contact support so ownership can be verified.

Open Billing to view the subscription and its available renewal or payment-management actions. If automatic billing is active, the billing portal will show the renewal details.

The answer depends on the billing arrangement shown for your subscription. Open Billing and use the payment-management portal to review the next billing date and renewal status.

Open Billing, choose the relevant subscription, and use its billing-management action. If you want to revoke the VPN profile itself, use the cancellation action on that profile. Read the refund and cancellation policy before proceeding.

VPN access stops and the existing configuration file will no longer work. If you return later, a new profile and configuration may be required. See the refund and cancellation policy.

Available plan changes depend on the current subscription and provisioning requirements. Review your options in Billing or contact support before cancelling an active profile solely to change plans.

Account access, individual VPN profiles, and configuration files must not be transferred, sold, or sublicensed. Circle permits sharing with trusted authorised users under the account holder’s subscription, subject to its limits. Contact support for an exceptional account issue and read the terms.

Access may be restricted because of payment status, exhausted data, connection-limit violations, suspected compromise, abuse, fraud, resale, unlawful use, or another terms violation. Check your dashboard and email for notices, then contact support if you need a review. See the terms.

Secure checkout shows the payment methods and final currency available for your purchase. Plan prices can be viewed in the available display currencies on the home page; the checkout screen is authoritative before you confirm payment.

Payments are processed through the payment provider. DiffenVPN keeps billing and subscription records needed to process payments, renewals, refunds, cancellations, and support, but you should never send card details in a support message. See the privacy policy.

A payment can be declined by the card issuer or payment provider because of available funds, incorrect details, security checks, regional restrictions, or authentication failure. Confirm the details, ask your provider, or try another method offered at checkout. If payment appears completed but the dashboard disagrees, contact support.

Open Billing and use the billing portal for the relevant subscription. Your payment provider may also email a receipt after successful payment.

The final checkout screen shows the amount, currency, and any applicable tax before payment is confirmed. Treat that total as authoritative because tax treatment can depend on your location and billing information. View current base pricing on the home page.

Refunds are reviewed case by case. They may be approved for an accidental or duplicate payment, failure to provision the service, or where applicable law requires one. A refund may be declined after normal delivery and use or following suspension for abuse, resale, or a terms breach. Read the refund policy.

Use the contact form with the email address associated with your account. Include the account email, VPN profile name, payment date, and a short explanation. Do not include passwords, configuration files, private keys, login codes, or card details. See the refund policy.

Refund requests are reviewed individually, and the time for an approved refund to appear also depends on the payment provider and your bank. Contact us through the contact form if an approved refund has not arrived within the timeframe given in its confirmation.

Partial refunds are not automatic. Refunds are reviewed case by case, subject to applicable consumer law and the circumstances described in the refund policy. Submit a request through the contact form.

Any current discount, annual offer, or promotion will be shown on the home page or at checkout. Do not rely on an offer from an unofficial source, and check its terms before payment.

Most plans include a stated amount of data for each data period. Your profile page shows the plan allowance and remaining data. Larger plans include larger allowances, and additional data may be available through Billing. Compare current allowances on the home page.

VPN access may be blocked when the available allowance is exhausted. Open the profile from your dashboard to check remaining data, then visit Billing to see whether a data top-up is available.

Eligible active subscriptions can purchase a data top-up from Billing. If automatic top-up is available for the subscription, its limit and trigger settings are managed there as well. Always review the displayed price and conditions before confirming.

Lawful streaming is allowed, but it can consume data quickly and third-party services may restrict VPN traffic or content by location. Access to any particular streaming service or catalogue is not guaranteed. Check your remaining data in the dashboard and follow the terms.

Lawful downloads are permitted within your plan’s data allowance and the terms. Copyright infringement, abuse, malware distribution, attacks, and other unlawful or harmful activity are prohibited. Availability or performance of a specific peer-to-peer service is not guaranteed.

Yes, provided the activity is lawful and complies with the game’s rules and the DiffenVPN terms. A VPN may increase latency, and some games or anti-cheat systems may restrict VPN connections, so compatibility is not guaranteed.

Some services block known VPN addresses or apply their own location, fraud, licensing, or security rules. DiffenVPN cannot guarantee access to a particular third-party service or bypass its restrictions. Follow that service’s terms; if you think the connection itself is faulty, contact support.

Websites may show extra verification when an address is used by multiple people, appears from a new location, or triggers their risk controls. Complete the check and avoid repeated automated requests. DiffenVPN cannot disable a third party’s CAPTCHA system.

Location databases are maintained by third parties and can be outdated or approximate. Clear the website’s cookies or location permission, try again, and remember that device GPS can differ from IP-based location. Contact support if multiple reputable IP databases consistently show the wrong country.

The VPN connection may work, but banks and payment services can request extra verification or block VPN traffic under their own security policies. Never attempt to bypass an account restriction. If access fails, disconnect for that transaction or contact the financial provider.

Your connection may stop or fail while maintenance, upgrades, provider issues, or another service event is in progress. Check your dashboard for a service notice and retry later. If the issue persists, contact support. Service availability is described in the terms.

Include your VPN profile name, device and operating system, OpenVPN Connect version, when the issue occurred, the network type, and the exact error message. Screenshots are useful if they do not expose secrets. Never send your .ovpn file, private keys, passwords, card details, or login codes. Open support.

Start at the support page. Signed-in eligible customers can use secure support chat; the contact form is available when you cannot access your account or need to make an enquiry.

Provide your account email, VPN profile name, a clear description, the time of the issue, your device and operating system, and any exact error message. Do not include passwords, .ovpn files, private keys, payment-card details, or login codes. Use the support page.

Support aims to reply as soon as practical, but response time depends on demand and the issue’s complexity. Keep the request in one conversation and include the relevant details so it can be investigated efficiently. Open or review a conversation from support.

Sign in and return to the support page to open your conversation or review its history. Important replies may also be sent to your account email.

You must not use DiffenVPN for unlawful activity, fraud, abuse, harassment, spam, credential theft, unauthorised access, malware, bots, copyright infringement, network attacks, evading a DiffenVPN restriction, resale, or activity that harms the service or others. Read the complete terms.

DiffenVPN may immediately suspend, limit, block, or revoke a profile or account while investigating suspected abuse, fraud, resale, unlawful use, or serious terms violations. After review, service may be permanently cancelled and a refund may be unavailable where law permits. See the terms and refund policy.

You may not sell, rent, publish, transfer, sublicense, broker, or commercially redistribute access. Individual plans are for one person. Circle may be shared only with trusted people authorised by the account holder, with up to five active connections and subject to the account holder’s responsibility. See the terms.

You are responsible for following the laws and rules that apply where you are located. VPN availability and legality vary, and networks or authorities may restrict VPN use. If local requirements are unclear, obtain appropriate local advice before using the service. Review the terms.

DiffenVPN may display a service notice in the dashboard and may send an email when action is required. Check your dashboard and account email. For an unresolved connection problem, open support.

Stop using and sharing the affected file and contact support immediately. After verifying the account, DiffenVPN may revoke it and issue a replacement. One free replacement may be provided per paid subscription period; additional requests may be reviewed, refused, or charged. See the terms.

Read the terms and conditions, privacy policy, and refund and cancellation policy. For a question about how a policy applies to your account, contact support.