Premium Accounts and Trial
Do you offer trial accounts? +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.
Are there any limitations in the trial? +There are no usage limitations during the trial. We offer full access to all the servers included in our Premium Ultimate VPN.
After the trial expires, can I get a subscription package? +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.
What are the subscription plans offered by ibVPN? +We provide subscription plans based on 1, 6 or 12 months.
I want to purchase a subscription package. Which one should I choose? +We have different packages and subscriptions in order to suite all our users. You can check our subscription list.
Is there a premium package that will provide me access to all servers? +Yes, we have a package that includes all our servers: Ultimate VPN.
What is the price for Ultimate VPN? +The price for Ultimate VPN starts at $10.95 for one month and is $58.06 for 12 months.
Beside Ultimate VPN what other packages do you offer? +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 them on www.ibvpn.com/plans
Do you have any subscriptions for Business environments which allow simultaneous connections? +Yes, we have Small Business VPN and Family VPN which allows simultaneous connections from the same account.
Can I use ibDNS if I’m connected to VPN in the same time? +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.
Can I connect to VPN while ibDNS is enabled? +Yes, keeping in mind the elements discussed at previous question.
Does the same DNS IP unblock all the mentioned networks? +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.
Does ibDNS work on mobile platforms as well? +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.
How do you disable ibDNS? +Simply follow the tutorial you used to setup ibDNS (check the Uninstall section).
How does ibVPN work? +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.
In what countries can I use your service? +Our service can be accessed from anywhere around the globe, you will just need an Internet connection that supports one of our VPN protocols.
Which VPN protocols can I use, and what is the difference between them? +We are currently providing PPTP (Point-to-Point Tunneling Protocol), L2TP (Layer 2 Tunneling Protocol)/IpSec (Internet Protocol Security), OpenVPN and SSTP so you can choose which one to use, depending on your needs. Check out the compare page for more details.
How safe it is? -> Encryption Types? +You can read about the different types of encryption for each protocol in part here: https://www.ibvpn.com/billing/knowledgebase/76/What-VPN-protocol-to-chose-.html
Are there any limitations regarding the bandwidth, speed or number of switches between servers? +Our service has no limitations regarding the bandwidth or speed; neither limits the number of switches between our VPN servers.
I note you have servers from several countries. Do I have to choose which server to use, or can I use all of them? +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“.
Do you support torrents / P2P? +We support torrents and P2P applications through servers located in Netherlands, Luxembourg, Canada, Bulgaria, Hong Kong, Lithuania, Russia and Sweden. 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 into the Premium Total and Ultimate VPN package.
Can I login multiple computers at the same time? +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 3 simultaneous connections and Multi VPN packages for up to 100 connections. Thus, both families and small businesses can now benefit the new service.
I’m going to another Country, can I use Skype with VPN so that Country cannot monitor my Skype? +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.
How do I uninstall ibVPN? +To uninstall (delete) the VPN connection (PPTP, L2TP&STP) follow the steps: Disconnect, open Internet Options, Connections, select the VPN connection and click Remove.To uninstall ibVPN OpenVPN: find the OpenVPN installation folder (default: c:\Program Files\OpenVPN) and click on Uninstall OpenVPN.To uninstall the ibVPN All in One: find the All in One installation folder (default: c:\Program Files\ibVPN) and click on Uninstall
Speed problems? +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.
I receive an ERROR code. What should I do? +Please type the ERROR received in Search area in our Knowledgebase and hit the Search button.
I am encountering problems when trying to access your VPN servers from countries like: China, Iran, Iraq (or other countries where Internet Censorship is applied). +We have to inform you that your IPS might block some of the VPN ports like 1701 (PPTP), 1723 (L2tP) or 1194 (OpenVPN). If this is encountered we provide some alternative configuration files; please check the following tutorial.
Can I setup the service on my router? +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.
Online/Remote Technical Support +If you couldn’t find an answer to your problem in the above FAQ’s, you can:contact us on Live Chat support.submit a ticket to the support department.if necessary we can connect to you via remote control. If you demand remote control technical support please follow these instructions:Please go to this link, download the file and then run it.Please give us the id and password provided in the application and we will try to fix the problem by remote control.Please leave the application running and tell us when we can connect to you (GMT time).
How do I setup my account? +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
What are the methods of payments accepted? +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.
Is there any way I can pay directly through PayPal? +No, Paypal is no more available as a payment method for our services.
How do I cancel my subscription? +In order to cancel your subscription please login to your Client Area account go to My Services tab and View Details 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, 3 months, 6 months. After you complete the cancellation process, an e-mail containing the cancellation confirmation will be sent to you.
I want to purchase a subscription package but I receive a Maxmind Error? +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 firstname.lastname@example.org and we will update your account in order to be able to complete the order.
How do I get a refund? +Please contact us at email@example.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.
Do you support automatic renewal? +Yes, automatic renewals are supported for Credit Card or PayPal via PayPro and Avangate.
What happens when my service expires? +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.
How can I Upgrade/Downgrade my 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
If I email you, will I get a different answer to these questions? +No. You'll get a polite response but we'll probably nod our heads saying "this guy didn't read the FAQ".