Help
Start with the state the app is showing you — it has already done the diagnosis. If that is not enough, write to us; a person reads these.
Contact us
Email support@fvpn.net. We answer in English.
Include a support code. In the app, open Account → Get help. It shows a short code that is valid for 72 hours and is the only way we can find your device’s record — we have no email address, no username and no account name to search for. Without it we can still answer questions; we cannot look anything up.
Do not send us your account number. It is a credential, not an identifier: anyone holding it can attach a device to your subscription.
Getting connected
Install the app, read the four data-use panels, allow the VPN configuration when iOS or macOS asks, and press connect. There is no account to create, no email to confirm and no card to enter. On a Mac you may also have to approve the system extension in System Settings; the app says so when that approval is still outstanding.
On Apple TV, choose Pair and type the short code shown on the TV into the app on your iPhone or iPad. You never type a password with the remote, because there is no password.
When it will not connect
The app does not say “connection failed”. It names one of eight states, the layer the fault was observed at and how strong the evidence is. Read that first — it usually tells you whether the problem is ours or the network you are on.
| State | What it means and what to try |
|---|---|
| Working | Data is flowing both ways. Nothing to do. |
| Idle | Nothing to send right now. The tunnel is up and no app is using the network — the state most often misreported as a fault. Nothing to do. This is what a phone in a pocket looks like. |
| Degraded | Carrying traffic, measurably worse than it should be. Usually the network you are on. Try another location, or a different Wi-Fi or cellular connection. |
| BlockedAtHandshake | Initiations are going out and the far end is not answering. Try another location. If every location does this on one network and none of them do on another, the network is the difference. |
| BlockedAfterHandshake | The session established and then carried nothing. Wait a few seconds — this is usually an MTU problem that the app fixes itself. If it persists, try another location. |
| MtuBlackhole | Large packets are dropped while small ones pass. The tunnel MTU drops to 1280 and traffic resumes — the benign cause of the state above, and far more common. Nothing to do; the app has already lowered the tunnel MTU. Tell us if large downloads still stall afterwards. |
| ExitUnreachable | The path to the exit works and the exit cannot reach the internet. The exit says so itself, in a ledger that reached us over the path in question. Our side. Pick another location, and tell us which one failed and when. |
| UnderlayDown | The local network is down. Nothing can be concluded about anything further out. Your network is down. Nothing further out can be tested until it comes back. |
If the state is Unknown, the app is telling you it does not have evidence to name a layer. That is deliberate — it will not guess and move you to a different exit for a problem on your own network.
Free tier
The free tier gives you 2 GB per connection, five connections a day and two devices. When a connection reaches its 2 GB the tunnel closes; connect again to start a new one. When you have used the day’s five connections the app says so and stops issuing them until the next day.
A subscription removes the per-connection limit and the daily connection count, and opens the locations that need a paid tier.
Subscriptions and billing
Every subscription is sold, billed, renewed, cancelled and refunded by Apple. We cannot charge you, refund you or cancel anything on your behalf — we do not have your payment details and there is no billing record on our side beyond Apple’s signed receipt.
- Manage or cancel your subscription in your Apple Account.
- Request a refund from Apple.
Cancelling returns you to the free tier at the end of the paid period. Nothing is deleted and nothing locks you out. The three-day free trial is offered on the yearly rung only, and Apple decides who is eligible for it.
Using a subscription on your other devices
In the app, open Account and create an account number: 32 hex characters, no email and no password. Enter it on your other device to attach it to the same subscription.
Attaching a device to an account is permanent. There is no route that detaches it, and support cannot undo it as routine work. The app tells you this before you confirm. If a device is lost or the account number is exposed, write to us — a severance is possible as an audited exception, not as a self-service button.
The account number is shown once. If you lose it and no device is still attached, we cannot recover it, because we have nothing else that identifies you.
Your data
The short version: there is no field anywhere for the sites you visit, the names you look up or the addresses you connect to. The privacy policy lists everything that does exist, how long it is kept, and what a deletion request can and cannot reach today — including the parts that are uncomfortable.
If you want data removed, email us with a support code. Read what a request can reach first, so the answer is not a surprise.
Reporting abuse
If traffic from one of our exit addresses is causing you a problem, write to abuse@fvpn.net with the address, the timestamps and the time zone. We do not keep a record that connects an exit address to a subscriber, so we cannot tell you who it was; we can act on the exit.