Frequently Asked Questions

We've posted answers to many common questions below. Don't see your question? Click here to speak with our friendly, knowledgeable customer support team.

THE BASICS

Q: What is proXPN?
A: proXPN is a free, easy to use VPN (virtual private networking) service that secures your internet connection against eavesdropping, masks your location, and allows you to access your favorite sites and online services no matter where you live or travel to.

Q: How does proXPN work?
A: proXPN works by creating a secure, highly encrypted connection (VPN tunnel) between your computer and the Internet. This protects your identity and activity online by making it impossible for anyone to intercept your data or trace your current location. In addition, no records of your online activity are kept by us (unlike your current internet service provider).

Q: What's the difference between a Basic Account and a Premium Account?
A: proXPN Premium accounts have no bandwidth restrictions, all available ports are open and configurable, and PPTP VPN connectivity is enabled (in addition to our standard OpenVPN). In addition, Premium Accounts gain full access to all proXPN servers worldwide as well as a host of other features such as VPN Guard and support for mobile devices.

proXPN Basic accounts are free for life, but are limited to one location in the United States (Dallas) and your connection through the VPN is limited to 600kbps. Still, Basic Accounts offer the same level of security, privacy, ease-of-use, and customer service as Premium Accounts.

Q: Can I use your VPN instead of my current ISP?
A: No. proXPN is an enhancement to your existing internet connection and does not replace your ISP. You will need an existing broadband internet connection such as DSL, cable, fiber, etc) to be able to use proXPN.

Q: Does it work with my mobile phone?
A: Yes, but you must be a Premium Account holder. We offer setup instructions for iPhone, iPad, and iPod touch here. It's also possible to use these same instructions for other mobile devices, however, using our PPTP VPN protocol. Please note: Android devices are not guaranteed to work due to the fractured nature of the Android OS. We've had reports of good luck from some Android users, not so good with others.

Q: When I try to connect to proXPN, it hangs at around 50% for a while and then the connection fails. What's wrong?
A: This problem occurs when the proXPN client is being blocked by a software or hardware firewall on the client (user) end of the connection. See our our KB article on this topic for details.

Q: I've tried numerous times to use the proXPN PPTP VPN service on my mobile device while traveling, and sometimes when I attempt to connect, I am immediately disconnected. The connection seems to work at some places, but not at others. When it doesn't work, I get an error after a few seconds saying that I was disconnected by the PPTP server. How do I work around this?
A: This is typically caused by the connection local to you (the wireless access point your mobile device is connecting to) not being properly configured to allow for PPTP VPN pass-through. The only way to fix this is to contact the network administrator of the wireless access point in question and ask them to enable PPTP VPN pass-through (specifically, to open port 1723 TCP and the GRE protocol).

PAYMENT

Q: Is proXPN really free?
A: Yes. See above explanation of Basic vs. Premium Accounts.

Q: What payment methods do you offer?
A: We currently offer secure, traditional credit card processing through PayPal as well as payments via your existing PayPal account. We will be adding both Google Wallet and Amazon Payments during the summer of 2012.

Q: If I wish to cancel, how do I go about it?
A: Simply log in at https://proxpn.com/whmcs1/clientarea.php and submit a support ticket. Our staff will take it from there.

GENERAL CONCERNS

Q: What's the catch?
A: This comes up a lot more than we expected, but it makes sense. If you're going to rely on us to protect your privacy online, you probably want to know how we make money doing it. Quite simply, we rely on users who like the service or want extra features (PPTP VPN, servers outside of the USA) to upgrade from a Basic to a Premium Account. It doesn't take many upgrades for this model to work. Only a couple percent and we're profitable. This is based on the same model that you see on lots of online products and services like Skype, Dropbox and Evernote. Free (Basic) gives you a good baseline service and paid (Premium) gives you enhanced features.

Q: Do you guys data mine or sell/share any information?
A: We don't know how to be more clear on this. No. Absolutely not. Never. Not even a chance.

Q: Is your software spyware/malware free?
A: Absolutely. We never hide any software in our client installer. If we ever offer a partner product or software (and we haven't yet), you can be sure we will be VERY clear about what it is and why we're offering it. No one likes crapware jammed into installs, including us. Secondly, if you're ultra-paranoid (and there's nothing wrong with that - look at what we do for a living) you can connect to proXPN without ANY software by just using PPTP VPN (Mac and Windows have built-in PPTP VPN clients).

Q: How do I know I can trust you guys?
A: We can't "make" you trust us. We can only act in a way that shows you the kind of company we are. We are always responsive, and you can reach us through virtually any means you would like, from social media to email and over the phone. We do not hide, and we welcome public questions. If you have a question, that means others probably do too, and we're always happy to explain exactly what we're doing and trying to build for our users. It's important that we remain transparent and open, so please feel free to come to us with any questions or concerns without hesitation.

FOR ADVANCED USERS

Q: What level of encryption do you provide?
A: Both the Basic and Premium Account use the OpenVPN standard with a 2,048-bit key enabling a 512-bit tunnel.

Q: Where are your servers located?
A: In the United States, our VPN servers are located in Los Angeles, Miami, New York City, and Seattle. This allows access to American content otherwise restricted in other regions of the world. We also have locations in The Netherlands, Singapore, and the UK. Please feel free to let us know if there are other locations that you'd like to see. Also, please note that access to servers outside of the Miami location is available to proXPN Premium users only.

Q: Can I connect to my proXPN account from multiple devices at the same time?
A: You can set up proXPN on as many computers / mobile devices as you like, but simultaneous connections to a single account are not supported. Should you log on to proXPN with multiple devices at the same time, one or more will frequently drop the connection to the VPN.

Q: Does proXPN also protect other protocols like Skype, YIM, ICQ, or FTP??
A: Yes. Once you are connected to proXPN, all programs on your computer using the internet will send and receive data through the encrypted tunnel.

Q: Which ports should be open on my router and firewall for it to work?
A: For the majority of our users, the necessary ports are already open. This is because we use port 443 (the common SSL port), so if your browser can get to an SSL-enabled website, then our client will work without any tinkering necessary. If you're connecting via PPTP VPN (such as on a mobile device) you'll need to ensure that the router your device is connected to has port 1723 (TCP) open and is allowing the GRE protocol 47.

Q: How long do you keep my data?
A: No more than ten (10) days. For more information on what kinds of data we collect from our users, please see our Privacy Policy here.

STILL HAVE A QUESTION?

Please email us or connect with us on Facebook, Twitter, or Google+. We're always happy to hear from you.