Experiencing a problem? Please be sure to check our troubleshooting guide first as this may answer your question without needing to contact our support team.
To find out, simply go to Menu > About in your VPN4ALL software.
Are you on Windows, Mac or a mobile platform? 64 or 32 bit? Exactly which one?
Do you have an AV installed? Please let us know the name and version!
Do you have any special Firewall or Security Suite installed? If yes, which ones?
Do you have any competing VPN (OpenVPN or other) installed? If yes, which ones?
Are you connected to the Internet over a WiFi, ADSL, DialUp, 3G?
Does your network require proxy setup to allow internet access (corporate, school, etc)?
What server location(s) are you connected to when the issue occurs?
Did you make any changes to the default settings/options in the software? If yes, which ones?
Did you send us the Support File? To do so, go to Menu > Options > Support > Send Support File.

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Ticket Submission Tips

Be as detailed as possible when submitting a ticket; the better the information you provide the faster we will be able to resolve your issue.
Below are some tips:

   * Write in clear English
   * Fill out the optional fields above
   * Mention what exactly you see when the problem occurs (screen shots illustrating the problem do help)
   * Include any error messages that occur on-screen
   * State when the problem started and what changes were made to default software settings and to your computer immediately before the problem began.

Please Note: All tickets are responded to in the order they are received based on last activity, so sending repetitive tickets will only DELAY our response. We endeavour to respond promptly however please be mindful that we may need to conduct tests and this may delay our response.

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Prinnsenhil 29
4825 AX Breda
The Netherlands

Email: support@vpn4all.com
Internet: www.vpn4all.com

Commercial director: Peer Visser

Company Registration No.: 51242338
VAT NL823172077B01
D-U-N-S Number 216972890

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