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FAQ – Frequently Asked Questions

FAQ – Frequently Asked Questions2018-11-27T10:29:51+00:00

Premium Accounts and Trial

Premiumaccountfaqnew

Yes, we offer 24 hours free trial accounts. Anyone can take advantage of it and it takes only 2 minutes to create the account. Login and setup information will be sent to your e-mail address. Please note that only one trial per user is allowed.
There are no usage limitations during the trial. We offer full access to all the servers included in our Premium Ultimate VPN.
When the trial expires you will receive one e-mail which contains all details needed in order for you to upgrade to a paid account.
We provide subscription plans based on 1, 6 or 12 months.
We have different packages and subscriptions in order to suite all our users. You can check our subscription list
Yes, we have a package that includes all our servers: Ultimate VPN.
The price for Ultimate VPN starts at $10.95 for one month and is $58.06 for 12 months.
Beside Ultimate VPN, we provide Premium Standard VPN, Premium Torrent, Premium ibDNS. The price for these packages starts at $4.95 per month. You can read more details about our plans and pricing, on this page.
Yes, we have Small Business VPN and Family VPN which allows simultaneous connections from the same account.

Tech Related

Tech Relatedfaq NEW

Yes. However, we do not recommend it because of the risk of speed & reliability loss. So if you want to surf on a website existing in the ibDNS list of sites you can unblock, we recommend ibDNS for ideal speed & reliability. If you’re interested in sites that are not unblocked by ibDNS, the connection via VPN is obviously the right choice.
Yes, keeping in mind the elements discussed at previous question.
No. There are DNS addresses specific for a certain streaming content. Take a look to the ibDNS setup page to choose the correct DNS IP.
Yes, for both Android and iOS. However in the case of iOS powered devices (iPhone, iPad, iPod) you must know that: Hulu Plus and other networks restricted to US are available only if you have a US iTunes account. For Netflix to work you must have an US or Canadian iTunes account BBC iPlayer and other networks available only in the UK require a UK iTunes account. Basically any restricted network will require an iTunes account from a country where that network is usually working. Please note that ibDNS will not create these accounts for you. It’s something that you will have to do yourself. If you want to see how to create a US or UK account please follow this link.
Simply follow the tutorial you used to setup ibDNS (check the Uninstall section).
ibVPN provides an encrypted connection between our VPN servers and your PC/Device. While connected to our VPN servers you will be able to use the Internet as you did before with you normal ISP connection. The difference is that you are now behind the IP address from the connected VPN server, your connection is encrypted and secured and it will allow you to unblock your desired websites.
Our service can be accessed from anywhere around the globe, you will just need an Internet connection that supports one of our VPN protocols.
We are currently providing PPTP (Point-to-Point Tunneling Protocol), L2TP (Layer 2 Tunneling Protocol)/IpSec (Internet Protocol Security), OpenVPN, SSTP (Secure Socket Tunneling Protocol), SoftEther VPN, and Shadowsocks, so you can choose which one to use, depending on your needs. Check out the compare page for more details.
You can read about the different types of encryption for each protocol in part here.
Are there any limitations regarding the bandwidth, speed or number of switches between servers?
According to the package you purchased you will be provided access to certain servers. You cannot use all the servers at the same time. You have to choose a specific server when you set up the VPN connection and use one connection at a time. You can disconnect from that server and connect to a new one anytime you want. Unlimited switches are allowed. The servers’ list corresponding to your package is available in the Client Area under “My Servers“.
We support torrents and P2P applications through servers located in Netherlands, Luxembourg, Canada, Hong Kong, Lithuania, Russia, Sweden, Latvia, Switzerland, and Ukraine. We have a special package just for this. If you want to get our service just for Torrents and P2P, then you need Premium Torrent VPN. These servers are also included in the Ultimate VPN package.
Normally, each standard VPN account allows only one user to be connected on a server at a specific time, except the Ultimate VPN that allows 5 simultaneous connections and Multi VPN packages for up to 100 connections. Thus, both families and small businesses can now benefit the new service.
Yes. VPN uses secure and encrypted tunnels to route your traffic through a server. This will make that Country unable to monitor Skype or other traffic.
We have to let you know that your original ISP speed might drop, but not significantly. However the speed is influenced by more than 1 factor. Factors like your ISP original speed, your connection to the VPN server, the VPN’s servers load and the VPN protocol used (OpenVPN, PPTP or L2TP) will be decisive when it comes to your speed trough the VPN servers. That is to say, most of the speed problems we encounter are down to the overall Internet speed between you and the country you are connecting to, rather than a problem with our service. In case you are not satisfied with your current Internet speed (trough the VPN) we strongly recommend you to test all your active servers. If all servers will behave the same then we recommend changing the VPN protocol in use.
Please type the ERROR received in Search area in our Knowledgebase and hit the Search button.
We have to inform you that your IPS might block some of the VPN ports like 1701 (PPTP), 1723 (L2tP) or 1194 (OpenVPN). We highly recommend you to try using Shadowsocks VPN. If you fail in solving the problem, you can contact our Tech Department, via support ticket.
As our service is compatible with most DD-WRT VPN and Tomato USB enabled routers, you will be able to setup the service by following one of our DD-WRT tutorials (PPTP and OpenVPN). You will have to make sure that your router is DD-WRT supported by checking it here.
If you couldn’t find an answer to your problem in the above FAQ’s, you can contact us via Live Chat on our website or by submitting a ticket to our support department. If necessary, we can connect to you via remote control. If you demand remote control technical support please visit this page.
Please take a look at the Help Center section of our website. Here you will find the tutorials describing the steps you need to follow for configuring ibVPN on your Operating System. Both PPTP, L2TP and OpenVPN tutorials are available.

Payments and Refunds

Payments and Refunds faq

We accept Avangate (recurring & one time payments – Alipay, WebMoney, iDeal and Credit Card), PayPro (recurring & one time payments – Credit Card, PayPal), Payza, WebMoney, AstroPay, Western Union, Perfect Money and BitCoin.
You can pay for one of your service via PayPal, if you choose SafeCharge as your payment provider.
In order to cancel your subscription, please login to your Client Area account, go to My Services tab, and then click on the “View Details” button on the Service you want to cancel. Here, you will find the “Request Cancellation” button. Press this button. Your account will automatically be canceled at the end of the billing cycle you have chosen for your service – 1 month, 6 months, or 12 months. After you complete the cancellation process, an e-mail including the cancellation confirmation will be sent to you.
If you are receiving a Maxmind Error, most probably you are not using your real IP address during the payment process. Please write us an e-mail at support@ibvpn.com and we will update your account in order to be able to complete the order.
Please contact us at sales@ibvpn.com and state the reason you ask for the refund. We do have a 15 days money back guarantee but we appreciate your feedback. We are constantly working on improving our service and the suggestions we receive from our customers are very important for us.
Yes, automatic renewals are supported for Credit Card, via PayProGlobal and 2Checkout (Avangate).
5 days before the subscription ends, a new invoice will be generated for the account. Once the payment for the new invoice is done, the account will be extended. If the user does not want to continue using our service he can simply ignore that invoice and it will be automatically cancelled in 10 days. If the service is already expired and the new invoice is already cancelled, the user must contact us if he wants to reactivate his subscription.
Please contact us and tell us what VPN package and billing cycle you want and we will make the updates required.

Logs and Privacy

Questions ? Look Here

We are confident in the quality of the service we provide. This doesn’t mean we are perfect but if we make mistakes we fix them. If there is any issue you encounter with our service and we cannot solve it, we will definitely refund your money according to our 15 days money back guarantee.
Yes, you can use our service on any device, including Windows, MacOS, Linux computers, iOS and Android devices, Roku, Apple Tv, Xbox, Playstation, DD-WRT and Sabai routers. Check more information on how to setup here.
Customers’ satisfaction is our main goal so for any problem you might have you can contact our friendly support team which will assist you. Not only we provide technical support but we are the best at it! Just hop on our live support and we’ll prove it! Moreover, should you need any custom router/linux configuration you can schedule a remote assistance session with our technicians at any time . Also, check our reviews section to see what customers have to say about us.
We provide over 50 international payment options which include: Credit/Debit cards (Visa, MasterCard, American Express, Discover, Diners Club, JCB, Maestro and more), eWallets (WebMoney) and many other (AliPay, Perfect Money, BitCoin, Yandex, Bank Wire Transfer and more). Also, you can activate an auto-recurring subscription for your account, via Avangate or PayProGlobal. This subscription will remain active. In order to have it disabled, you will need to contact our Sales Department.
No. Unlike other VPN services, our service is unlimited. Given your original ISP bandwidth, our service has no limitations regarding the bandwidth, data transfer or speed; neither limits the number of switches between our VPN servers.
We care about our customers privacy so we do not keep logs with our users’ activity. Please read our Privacy Policy and ToS for more information.
We merged those three packages into one single package – Standard VPN which is priced at the same $4,95/month. If you have an active subscription to one of the country packages above, we will automatically convert it to a Standard VPN subscription. Thus, you will get way more servers for the same price.
In order to simplify our offer, we decided to discontinue the Total VPN plan for new users. However, we are keeping it available for existing Total VPN subscribers. So you can still definitely use it.