theHelp
Getting connected
How do I connect?
Open the app, sign in, and tap the large power button. The first time, your phone asks for permission to add a VPN configuration; allow it. The button turns green and the label changes to ON when you are connected.
Some locations are greyed out. Why?
Greyed-out locations do not have a server yet. Locations with a lock need the Pro plan. "Best Location" always picks one that works for you.
It says "Could not reach TheVPN".
Your phone could not contact our servers. Check that you have an internet connection without the VPN, then try again. If it keeps happening, look at the status page.
The VPN disconnected by itself.
This happens if you have used all of your monthly data on the free plan, or if the account was suspended. The app tells you which. Data resets on the first of each month.
Block lists
What do block lists do?
They stop your phone from reaching known bad or unwanted addresses while the VPN is on. In the app go to Preferences › G.U.A.R.D. and switch on the lists you want. Malware blocking is on by default.
A site I need stopped working.
One of your block lists probably includes it. Switch lists off one at a time to find which, or leave that list off. Changes apply within a few seconds; you do not need to reconnect.
Always on VPN
How do I keep the VPN on all the time?
On iPhone, switch on Preferences › Connection › Always on VPN, then connect. The VPN will come back by itself after a restart or a change of network. Turning the VPN off with the power button also turns this off until you connect again.
On Android, the app sends you to the system VPN settings, where you can turn on "Always-on VPN" for TheVPN.
Account
I forgot my password.
On the sign-in screen tap "Forgot password?", enter your email, and we will send a 6-digit code. Enter the code and a new password in the app. Codes expire after 15 minutes.
How many devices can I use?
Up to five on one account.
How do I delete my account?
In the app go to Preferences › Account › Delete Account. This removes your account and all of your devices from our servers immediately and cannot be undone.