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Customer Support
What kind of support do you offer?
We believe that it’s important that our customers have an extraordinary experience when using our software. That's why we take pride in offering you the best Customer Support in the business. Our Customer Support staff is available via email from 8:00 AM to 12:00 AM EST, Monday through Friday. Our software has support information built into it. Just go to Help and click the Customer Support tab.
How do I contact Customer Support?
You can contact Customer Support directly from the Private WiFi software. On laptops, click on the Private WiFi icon, select Help, and then click the Customer Support tab. For mobile devices, tap Help and then select Contact Customer Support.
What are the hours of Customer Support?
Our Customer Support staff is available from 8:00 AM to 12:00 AM EST, Monday through Friday. When you send an email to Customer Support, they will be back in touch with you in about an hour.
For what reasons should I contact Customer Support?
Common Customer Support questions usually deal with installation issues, software issues, and billing/subscription questions. But you can contact our Customer Support staff for virtually any reason. We believe that it’s important that our customers have an extraordinary experience when using our software. Excellent Customer Support is a part of that experience, so you can contact our Customer Support staff via email from 8:00 AM to 12:00 AM EST, Monday through Friday.
How quickly will Customer Support be in touch with me?

If you send an email to Customer Support, they will be back in touch with you in about an hour.

Is your support U.S. based?
Yes.  We strive to provide you with the best Customer Support experience, and for that reason, all of our Customer Support employees are based here in the U.S. When you contact Private WiFi, your inquiry is not sent to some far off location.

General
Why do I need a VPN?

You need a VPN on your laptop, smartphone or tablet so you can protect your privacy and your data. A VPN  secures and encrypts data across a network, usually the Internet, by building an “encrypted tunnel.” Data passes through this tunnel which protects the data from getting intercepted by anyone. Even if the data is intercepted, it is in encrypted format and appears as scrambled, senseless text to anyone without the encryption keys.

What laptops does Private WiFi work on?
Private WiFi works on any laptops running the following operating systems:
  • Windows 7
  • Windows 8
  • Windows 10
  • Intel-based Macs with OSX 10.6 (Snow Leopard) to 10.11 (El Capitan)
How does Private WiFi work?
When you activate your Private WiFi protection, it quickly builds an encrypted tunnel that connects you to one of our secure Internet gateways. All the data you send and receive is now sent to the Internet using this encrypted tunnel that Private WiFi created. You are also assigned a temporary and random private IP address. This private IP address cannot be traced by anyone through our server and no one can find your real IP address or location.
Where and when should I use Private WiFi?
Most people don’t realize it, but wifi hotspots are incredibly insecure. You are literally broadcasting all of your data without any security whatsoever. This includes your email, instant messages, web searches, and any other data sent or received by you over the wireless network. Basically, you should use  Private WiFi whenever you are accessing a public wifi hotspot or an unknown wifi network. Some of our users use  Private WiFi at coffee houses, when traveling, or when using a hotel’s unsecured wifi network. Other users who desire added privacy while online may use it all the time.
How does Private WiFi compare to other products?
We firmly believe that  Private WiFi is the best VPN provider currently on the market.  Private WiFi is simple to use, uses the most sophisticated technology, has U.S.-based customer support, and provides excellent user documentation. Some of our competitors offer a free VPN, but they will fill your browser with annoying ads. Others do not offer free trials and just offer annual packages, not monthly ones. We created  Private WiFi because we wanted to offer a low-cost, high-quality VPN solution that is better than any of the competition. Once you try our product, we are sure you will agree that it is the best VPN provider around!
How does Private WiFi compare to proxy servers?
Proxy servers are designed to mask your identity on the web, and change your apparent location to get around restrictions for web access that some countries and organizations impose. Private WiFi™ also does these things, and can be used as a proxy server as well.
Does Private WiFi work everywhere?
Yes,  Private WiFi will work everywhere if you have a stable and fast Internet connection.
Do I need to use Private WiFi on my home wireless network?
First, the laptop version of Private WiFi detects if you are on an insecure network, and automatically activates. But it can't hurt for you to use Private WiFi on your home wireless network. While it is very rare, it is still feasibly possible for a hacker to gain access to your home wireless network. Wireless networks use one of two encryption schemes: WEP (Wireless Encryption Protocol) or WPA (WiFi Protected Access). WEP was the initial encryption scheme standard for first generation wireless networking devices. However, it has been found that WEP is not as secure as once believed. WPA aims to provide stronger wireless data encryption than WEP, but not everyone can use the new wireless encryption technology. In order to use WPA, all devices on your network must be configured for WPA. If a device is not configured for WPA, it will usually fall back to the lesser WEP encryption scheme, enabling the wireless devices to communicate on the network. We recommend that you use the WPA encryption scheme on your home wireless network.
Where are your servers located?

We have many servers located throughout the world. Most of these locations contain server “clusters”, which means that several servers are available to effectively handle the traffic. Here is a map of our server locations around the world.

We have a very sophisticated server selection algorithm that takes the current server load and your distance from the server into account, and automatically assigns you to the server that will provide the best service. However, you can override the automatic server selection if you wish to connect to any other server location in our network.

You should also know that our servers are dedicated to VPN processing only. Many of our competitors use their VPN servers for other functions at the same time, which greatly lessens the security provided.

 

Is Private WiFi a VPN (Virtual Private Network)?
Yes – the technical term for  Private WiFi is a VPN – a Virtual Private Network.  Most large companies have a VPN which is supported by their IT departments to protect corporate communications.  Private WiFi provides the same capability for individuals, business travelers, and small and medium sized enterprises. A VPN  secures and encrypts data across a network, usually the Internet, by building an “encrypted tunnel.” Data passes through this tunnel which protects the data from getting intercepted by anyone. Even if the data is intercepted, it is in encrypted format and appears as scrambled, senseless text to anyone without the encryption keys. Your protection and privacy is not limited to just browsing.  Private WiFi's VPN service encrypts all your Internet data to and from our VPN gateways, including instant messaging, streaming, VoIP, and email.
Are all VPNs the same?
There are many personal VPNs available today, from the very expensive to free. While some may be free or very low cost, you agree to let them look at your data for marketing purposes. Basically, you may be giving them license to look at your personal data. So most free VPNs are not a privacy product. Below are some additional reasons why Private WiFi is different from other VPNs:
  • Some VPN services are built on insecure servers. If the VPN server you are connecting to is not secure, then all the encryption in the world is useless.
  • Private WiFi Customer Support is available 8AM to 12AM EST Monday through Friday.
  • Our users can access any of our servers from anywhere in the world.
  • Users with a trial subscription have no restrictions to any of Private WiFi’s features.
  • We do not maintain logs of user activity.
What mobile devices does Private WiFi work on?
Private WiFi supports the following mobile devices: Apple iPhone, iPod Touch, and iPad devices running iOS 4.0+. Android Phone and tablet devices running Android 4.1+ (Jelly Bean and above).

Technical
Should I turn off Private WiFi if I’m streaming a video?
A VPN uses bandwidth to encrypt and decrypt your data which may affect your Internet. A VPN uses bandwidth to encrypt and decrypt your data which may affect your Internet speed, and might hinder video streaming. Since there is no personal information being sent when you are streaming a video, we do not recommend using a VPN when doing so.
Do I need an Internet connection to use Private WiFi?
Yes, you need an Internet connection to use Private WiFi™. Private WiFi sends a secure encrypted "tunnel" through an existing Internet connection. Using our software, you still connect to the Internet and then connect to our VPN which then secures and encrypts any data transmitted from your computer or mobile device back to our server.
What operating systems are supported by Private WiFi?
Currently, Private WiFi™ supports the following operating systems:Windows 10
  • Windows 10
  • Windows 8.1*
  • Windows 7
  • MacOS 10.5+
  • iOS 8+
  • Android 5+
* In traditional, or desktop, mode. We don't currently support Microsoft Metro or Microsoft Phone.
What browsers are supported by Private WiFi?
Private WiFi™ supports all browsers. Additionally, we cover all Internet traffic, including web browsing, instant messaging, VoIP, and email.
Some of the websites I visit use HTTPS. Do I still need Private WiFi?
HTTPS stands for “HyperText Transfer Protocol Secure” and is used by certain sites (such as eBay and Amazon) to ensure safe Internet transactions. While HTTPS is the best technology they currently have to ensure safe web transactions, it’s far from perfect. HTTPS is dependent on what are called “Certificates of Authority.” Unfortunately, the unreliable way these certificates are issued makes the process completely untrustworthy. In addition, HTTPS is very vulnerable to man-in-the-middle attacks, and there are no good solutions in sight. In contrast, Private WiFi™ ensures that you are completely protected from any attacks for any and all websites you visit. Private WiFi also protects your instant messaging, streaming, VoIP, and email as well.
Why has my IP address changed?
Private WiFi™ establishes a connection from your computer to our servers in order to make your connection secure. All your browser traffic is routed through our secure servers. Therefore, you have been assigned the IP address of one of our servers. As a result, your IP location will appear as if you are surfing from the server's location. An IP (or Internet Protocol) address is a computer or device's address on the Internet that can identify its geographical location.
Is Private WiFi a replacement for my current Internet provider?
No, you need to have an existing Internet Service Provider in order to access Private WiFi's™ servers.
Is Private WiFi as fast as my regular Internet?
There is a minor decrease in speed while your communication is being encrypted. This is not noticeable for most normal Internet activities, such as browsing or sending emails. However, you may see a delay if you are downloading a very large file, such as a movie. If you are going to download a large amount of data, you might want to briefly deactivate Private WiFi™ while you do so.
What type of encryption does Private WiFi use?
Private WiFi™ uses 128-bit SSL encryption.
What is the uptime for Private WiFi?
The uptime for Private WiFi™ is virtually 100%. We have multiple servers in different locations with automatic rollover.
Does Private WiFi delete my web cookies and browser history?
No. Private WiFi™ secures your Internet connection, not your computer hard drive. If you are interested in this type of protection, there are many products on the market which will do this.
Can I enter sensitive information (such as my credit card number) while browsing the Internet?
Yes, it is safe to post information such as your credit card information when browsing the Internet. Private WiFi™ uses 128-bit encryption to protect your private credit card information.
How do I know that I am being protected?
After starting your web browser from Private WiFi™, go to one of these websites: http://www.showip.com or http://www.whatismyip.com. From these sites, you will be able to view your masked IP address. An IP (or Internet Protocol) address is a computer or device's address on the Internet that can identify its geographical location.
If I use Private WiFi do I still need a firewall and antivirus software?
Private WiFi is software that encrypts all the data you send and receive from the Internet. It works in conjunction with your firewall and antivirus software you probably already have installed on your computer. However, Private WiFi does not provide, and is not a substitute for, antivirus software or firewall protection, which provide different forms of data protection. We strongly recommend that you use Private WiFi in conjunction with antivirus software and a firewall. We  also recommend that you adjust the privacy settings to  limit any device or file sharing, and that you keep your firewall and antivirus software up to date and you ensure your  privacy settings are properly configured.
I have antivirus software on my computer or mobile device. Do I need Private WiFi as well?
To ensure maximum security of your computer and data, you really need both. Antivirus software and Private WiFi™ do not do the same thing. Antivirus software protects your computer or mobile device from any external threats, such as malware, computer viruses, worms, and trojan horses. Private WiFi prevents your data from being intercepted by hackers by encrypting it when it is sent over the Internet.
What is the difference between Private WiFi and a firewall?
They are not the same thing. A firewall is a device or set of devices which block unauthorized access to your computer system while permitting authorized communications. Private WiFi™ prevents your data from being intercepted by hackers by encrypting it when it is sent over the Internet.
Can I use Private WiFi on a public computer?
Yes, you can run Private WiFi™ on any computer, but you may need administrator privileges to be able to install the Private WiFi software.

Purchasing and Managing Licenses
What types of payments do you accept?
We accept all major credit cards as well as PayPal. The charges will appear on your credit card bill as being from 'Private WiFi.' Pay-as-you-go mobile licenses are paid via the app stores.  Subscriptions for unlimited data usage are paid via major credit cards or PayPal using our payment processor.  The charges will appear on your credit card bill as being from ‘Private WiFi.'
Is my credit card information secure?
Private WiFi™ uses 128-bit encryption to protect your private credit card information. We are committed to keeping personal information, such as your credit card information, secure. We have created physical, technical and administrative safeguards that are designed to protect your personal information from unauthorized access.
Do I get free Private WiFi software upgrades and new releases?
Yes, you will always receive free upgrades if have a valid Private WiFi™ subscription. Your Private WiFi software automatically updates itself when a new release is available.
Do you offer free trials?

Yes, we offer a ten day free trial to all customers. No credit card is necessary to download a free trial.

Can I get a refund?
If you are dissatisfied with Private WiFi for any reason, we offer a money-back guarantee. Just contact Customer Support for a refund of your unused time during the first thirty (30) days of your paid subscription. To contact Customer Support by email, go to privatewifi.com/support.  You will receive a response in under an hour.
How do I cancel my subscription to Private WiFi?
You can cancel your Private WiFi subscription at any time. When you cancel your subscription, you will still have access to Private WiFi for the remainder of your license period. To cancel an unlimited data subscription for laptop or mobile devices, contact Customer Support. If you purchased a Pay-As-You-Go (PAYG) mobile license, there is no need to cancel. Your subscription will automatically expire when it runs out.  
How do I purchase multiple Private WiFi licenses?
We offer corporate discounts and family plan discounts. Please contact Customer Support to learn more.  

Privacy
Where can I find out more about privacy issues?
Private WiFi has created an online privacy resource that contains a lot of valuable and useful information on security issues, blog posts from security experts, real-life stories about identity theft, and more, all in one place. To find out more, go here.
What is your policy regarding government requests for information?
We take seriously the privacy of your data.  We do not monitor any of your online communications.  So if any government was ever to subpoena our server records, we have virtually no information to give them. We do maintain a set of usage logs, including time on and off our network and total bytes transmitted.  This information is necessary to manage our server network, but is of little interest or value to law enforcement. Thus far, we have received no requests from any government for information about our users. If we ever receive such a request, it is our policy is to both require a subpoena and to notify users of requests for their information prior to disclosure unless we are prohibited from doing so by statute or court order. Private WiFi supports industry efforts to limit government surveillance to reasonable levels, specifically by being members of the Electronic Frontier Foundation (https://www.eff.org/) and the Digital Due Process Coalition (http://digitaldueprocess.org).
Is my Internet browsing really anonymous?
Yes. If you use Private WiFi™, we change your IP address, which is your identity on the Internet. Your IP address tells everyone where you are located and is used by online marketers to store information about you and your surfing history. Instead, you can have your IP address appear to be hundreds of miles away – or even halfway around the world. In addition, we do not keep logs of your activity. For more information, please see our privacy policy by clicking Privacy Policy at the bottom of our website.
Does Private WiFi monitor my Internet activity?
Absolutely not.
Does Private WiFi maintain any logs of my Internet activity?
We take seriously the privacy of your data. We  do maintain a set of logs necessary to manage our servers. However, the  only information that is traceable to individual users is the time on  and off our network and the number of the total bytes transmitted. We do not monitor or record the sites that you visit nor the contents of any Internet communication.  For more information, please see our privacy policy by clicking Privacy Policy at the bottom of our website.
Do you share my private information with any other company?

No. Absolutely not. For more information, please see our privacy policy by clicking Privacy Policy at the bottom of our website.


Troubleshooting
What are some common network issues I may run into?

Some WiFi hotspots can have too many people connected at the same time and not enough bandwidth available for everyone to maintain a reliable connection. You may also experience network problems on home networks if neighbors or rogue wireless devices are connecting to it.

What are Connectivity Tests and how are they used?
Connectivity Tests allow us to view the basic setup of your computer, including your operating system, what version of Private WiFi you are using, other software you have installed, and your network path.
Can I use multiple VPNs at the same time to increase my security?
Your security is not enhanced by using multiple VPNs, and doing so can result in Private WiFi not working correctly. Attempting to run one VPN on top of another can cause the network routing to become unstable.
What information does Customer Support need to resolve my problem?
If you are contacting Customer Support with an issue, it is helpful to include the following information:
  • Name and email address associated with your Private WiFi account.
  • Your phone number and the best time to contact you.
  • If you are using a trial or paid subscription.
  • Your subscription type (if applicable), such as monthly, annual, or pay-as-you-go.
  • The version of Private WiFi currently installed on your device. To find this out:
    • Desktop / Laptop – Click on the Private WiFi icon and select About.
    • Apple – Tap on the Private WiFi icon, tap Help, then About.
    • Android – Tap on the Private WiFi icon, tap ?, then tap About Application.
  • Your device type (PC, Mac, iOS, Android) and operating system. To find this out:
    • PC – From the Start button, enter ‘computer’ in the search box, right-click Computer, and then click Properties.
    • Mac – From the Apple menu, select About This Mac.
    • iOS – Setting > General > About > Version
    • Android – Menu > Settings > About Device
If you are having trouble connecting, please tell us the server to which you are trying to connect, or which is selected as your default. Also include your location when you were attempting to connect (home, office, etc.).
I’m having issues connecting to a secure server using my mobile device. What should I do?
Depending on the type of mobile device you are using (Apple or Android), connecting to Private WiFi’s VPN server requires different steps. Apple Devices (iPhone, iPad, iPod Touch) First, make sure that you have properly installed Private WiFi. In order for Private WiFi to function properly on your Apple device, a profile must be installed. You can check the profile on your device via Settings > General. From here, see if there is a profile for Private WiFi displayed. If a Private WiFi profile is not installed, do the following:
  1. From the Private WiFi app, tap Status.
  2. Tap Choose server location manually.
  3. Tap Manually select server.
  4. From the server list, choose New York, NY.
  5. Tap Apply. A new Private WiFi profile begins installation.
  6. Tap Install.
  7. Enter your device’s passcode, if necessary. Note: Passcode refers to your own unique 4-digit number that you set up with your phone in order to unlock it.
  8. Tap Next > Install > Install > Done.
  9. Activate Private WiFi by going to Settings, and then tapping the VPN button. The VPN button will slide to the On position and turn into a green color. You will also see the VPN icon in your notification bar at the top of your device. This means your device is connected to our servers and your connection is encrypted.
Note: Your Apple iOS device will disconnect from Private WiFi when going into sleep mode (when the screen goes black). You will need to re-activate Private WiFi when waking up your device. You can do this by going to Settings and then tapping the VPN button. Android Devices (Samsung, LG, HTC, Nexus, etc.)
  1. From the Private WiFi app, tap Status.
  2. Tap Choose server location manually.
  3. Tap Manually select server.
  4. From the server list, choose New York, NY.
  5. Tap Apply. A new Private WiFi profile begins installation.
  6. Tap the back button to go to the Private WiFi Home screen.
  7. Slide the VPN button to the On position. A prompt asks you to give permission to Private WiFi.
  8. Tap the “I trust this application” checkbox and then tap OK.
Note: You will know the VPN is connected when a key icon appears in the upper left hand corner of your device.
I keep getting a blank page when I try to configure Private WiFi on my Apple device. How do I fix this?
You are seeing a blank page because you have private browsing turned on for your device. To turn private browsing off on your iPhone, iPad, or iPod, follow the steps below. I. Turn off Private Browsing Mode You will know if Safari is in private browsing mode when the Safari toolbar and Address bar have a grey/black color.
  1. On an iPhone, iPad, or iPod touch, open Safari and then tap the pages icon. Note: The pages icon looks like two squares on top of each other in the upper right corner or bottom right corner of Safari.
  2. Tap Private to turn private browsing off. This option is in the upper right hand corner or lower left hand corner of the screen. Safari’s background changes to a light grey/white color, which means Safari is now out of private browsing.
Note: If you're using iOS 7 or earlier on an iPad, open Safari and tap the Plus icon to open a new tab, then tap Private. II. Allow Cookies / Clear Safari History and Cache Go to Settings > Safari > Privacy & Security > Block Cookies. If there is a blue check mark next to Always Block, the VPN profile will not download. Select one of the following options to allow the VPN profile to be downloaded:
  • Allow from Current Website Only
  • Allow from Websites I Visit
  • Always Allow
The blue check mark will now appear next to the option selected. Tap the back button that says Safari in the upper left hand corner of the menu to return to the other Safari Settings. Next, scroll down and tap Clear History and Website Data. You will be prompted to tap Clear History again. Note: Depending on the version of iOS you have installed, you may also see an option to Clear Cookies and Data. Tap Clear Cookies and Data again, which will result in clearing your history and cache for Safari. III. Download the Private WiFi Profile Open the Private WiFi app and then go to Status > Choose Server Location Manually > Manually Select Server. Select a server to which you have not previously connected. This will start a fresh download of the Private WiFi profile. Follow the on-screen prompts.  Once installed, turn on your encryption by going to Settings and sliding the VPN selection to On. You should be connected at this point.
I am unable to connect to a server, what should I do?
First, try manually connecting to a server following the instructions below. Click on the PRIVATE WiFi icon and select Settings.
  1. Click the Advanced tab.
  2. Select Servers in New York from the Change Location menu.
  3. Select New York 1 from the Changer Server menu.
  4. Click Apply and close the window.
  5. Click on the Private WiFi icon, and select Activate.
You should be connected at this point, and the Private WiFi icon should be green, indicating that Private WiFi is activated. If you have attempted the above steps and you are still unable to connect to our servers, try rebooting your computer and then restarting Private WiFi. If you are still unable to connect, generate a Connectivity Report to send to Customer Support.
  1. Click on the Private WiFi icon, and select Help.
  2. Click the Connectivity Test tab.
  3. Click Run Connectivity Test. The Connectivity Test runs.
  4. After the test is complete, click Send Report.
  5. Fill out the information on the Connectivity Test and then click Send report.
Why am I unable to make changes in my Manage Account screen?
This occurs when cookies are being blocked by the mobile browser. Our website requires cookies to be allowed in order to make changes to your account. To enable cookies in iOS: Tap Settings, then locate Safari. Scroll down to Privacy & Security and tap Block Cookies. If there is a blue check mark next to Always Block, then you will not be able to access your Manage Account Page. Select Allow from Current Website Only. A blue check mark appears next to the option selected. Tap on the back button that says Safari in the upper left hand corner of the menu to return to the other Safari Settings. Then, exit your Settings, and go back to the Private WiFi app. Tap Menu, then Manage Account and again on the Manage Account. You will now be able to make changes to your account. To enable cookies in Android: On your Android phone or tablet:
  1. Open the Chrome App.
  2. Tap Menu > Settings > Site settings.
  3. Tap Cookies.
  4. Tap the slider to turn cookies on.
Note: If you don't allow sites to save cookies, most sites that require you to sign in won't work. You will now be able to make changes to your account.
How do I reinstall the Private WiFi profile?
Private WiFi, like all VPNs, requires that a profile be installed on your mobile device to run properly. If you are unable to locate the VPN switch in Settings, or are receiving an error message when tapping the VPN switch to the On position, this profile may not been installed properly. First, make sure you have installed a profile for Private WiFi by going to Settings > General. If you do not see a profile, please follow these steps below:
  1. Access Private WiFi.
  2. Tap Status > Choose server location manually > Manually select server.
  3. From the list, select any city that does not have a check mark next to it and then click Apply. You will be prompted to install a new profile.
  4. Click Install and enter your device’s passcode, if necessary.
  5. Once the profile installation is complete, go back to Settings and move the VPN switch to the On position.
Why I am being asked to log in when I try to change my password?
This occurs when cookies are being blocked by Safari. Our website requires cookies to be allowed in order to make changes to your account. To enable cookies in iOS, go to your Settings, then locate Safari. Scroll down to Privacy & Security and tap Block Cookies. If there is a blue checkmark next to Always Block, you will not be able to access your Manage Account Page. Select Allow from Current Website Only. A blue check mark now appears next to the option selected. Tap the back button that says 'Safari' in the upper left hand corner of the menu to return to the other Safari Settings. Then exit your Settings and go back to the Private WiFi app. Tap Menu > Manage Account. To change your password, tap Change Password. Enter your new password in the New Password field, then then confirm it. Tap Submit . Your password has been changed.
I have forgotten my password. How can I reset it?
If you have forgotten your password, please follow the instructions below in order to reset it:
  1. Click on the Private WiFi icon in your task bar and select Account.
  2. Then click Forgot/Change Password.
  3. Enter your password in the 'Current Password' field. Then, enter the new password in the 'new password' field. And a second time in the 'Confirm New Password' Field.
  4. Click Submit.
  5. Private WiFi will detect a password change. Enter your new password. Attempt to activate Private WiFi again.
You can also reset your password directly from the Account Management page if you have forgotten it:
  1. Access the Account Management page and login.
  2. Click Change Password in the left navigation panel.
  3. Click Forgot Password.
  4. Enter the email address associated with your account and then click Send Email. You will be sent a link to reset your password.
We recommend that you keep this password in a safe place for future reference.
I can’t connect to Private WiFi’s VPN server. What should I do?
While this may happen, it is not very common. There are a number of reasons why you might be having a connection issue.
  • Most connection issues are usually due to a poor or unstable wireless connection. If you are on a wireless network, try using a cable to connect to the Internet and see if you still have an issue. Also try connecting to a different wireless network that has a better connection.
  • You might also check your firewall settings on your router. Disable the firewall, reboot your router and your device, and then test Private WiFi again.
  • ISPs can sometimes use the same port as Private WiFi for encrypting information at the ISP level. If this is the case, Private WiFi will not be able to connect. Check with your ISP to find out if this is the case.
  • Some WiFi networks block VPNs, such as Amtrak or certain foreign countries. For instance, China has been known to block VPNs and although Private WiFi utilizes the highest level of encryption technology and an Open VPN protocol, being blocked by an ISP is beyond our control.
  • It might help to change the server you are connected to. You can manually change the Private WiFi server you are connected by clicking the Private WiFi icon in your system tray, selecting Settings, clicking the Advanced tab, selecting New York from the Change Location menu, selecting New York 1 from the Change Server menu, and then clicking Apply. Close the menu and then click on the Private WiFi icon and select Activate.
If you are still experiencing problems connecting to Private WiFi's VPN server, contact Customer Support.
I can’t download Private WiFi. What should I do?
You may experience trouble downloading Private WiFi. There are a number of possible reasons for this. For the laptop version:
  • You may not have installed all of your computer's necessary updates.
  • You do not have enough memory on your computer. For PC users, you need 15 MB of available hard disk space.
  • You may have had to restore your computer's hard drive and lost the Private WiFi installation. If you have a PC, you may get a message during installation that asks you to install the TAP 32 driver. This enables the installation of Private WiFi, and must be enabled in order for Private WiFi to connect to the Internet. Click Install to install this driver.
  • Some antivirus software or even operating systems actually stops Private WiFi from being downloaded. This is usually for any .exe or .msi file types, and is not limited to Private WiFi. This happens to PC users who have their security settings set to block downloads of executable files. There are two ways to fix this:
  1. Reset your security settings to the default level.  Go to Control Panel > Internet Options, then click the Security tab, select the Internet zone and click Default level.
  2. Set a custom level for security in the Internet zone.  Go to Control Panel > Internet Options, then click the Security tab, and select the Internet zone. If security is set to High, or if you have customized the Internet zone settings, select Custom level and change the Launching Applications and Unsafe Files option from Disable to Prompt (recommended).
If you are still experiencing problems downloading Private WiFi, contact Customer Support. If you are experiencing problems downloading the mobile version of PRIVATE WiFi, contact Customer Support.
Why are websites displayed in a foreign language?
If google.com or other websites display in Chinese or Belorussian characters when Private WiFi™ is activated, this is most likely occurring because you are connected to one of our foreign servers. Private WiFi may automatically change the default language of websites to the language of the Private WiFi server you are accessing. To change the server you are accessing:
  1. Right-click on the Private WiFi icon in your system tray, and then select Settings. The Settings window appears.
  2. Click the Advanced tab to view the Advanced settings. The Advanced settings screen appears.
  3. The Change Server drop-down menu allows you to change the Private WiFi Internet server you are accessing, which changes your apparent location other websites think you are coming from. It also changes your IP address.
  4. Click Apply after selecting a new server to access that server.
How do I add devices to my account?
If you purchased an annual or monthly plan  to Private WiFi,  you can use your subscription on one, three  or five devices, depending on the type of plan you purchased. If you  purchased a pay-as-you-go plan, you can use your plan on any device for  the amount of data protection you purchased. For laptop users, if you have reached your device limit and wish to remove one in order to add a new one, click the Private WiFi icon and select Account. Click Manage Account. Click the X next to the device that you want to remove. If you want to add additional devices above your subscription limit, you must buy another subscription. If you’d like to add a new device to your account or reinstall Private WiFi to a device you’ve already used, do the following:
  1. To download Private WiFi to a device, open an Internet browser on that device and go here.
  2. Select the Private WiFi installation file that matches the device you are using. For example, if you are downloading to Windows, click Download Now below the picture of the laptop with the Windows logo.
  3. Follow the on screen instructions. If you are downloading from a mobile device, you will be redirected to that device’s marketplace.  (i.e., iTunes for Apple devices  and Google Play for Android devices).