I registered an account and used your service for a day, but now I can't connect to your service.
VPN Unlimited allows usage with a non-activated account only for 1 day. After the first day of using our service you can use the VPN Unlimited service only with an activated account.
To activate your registered account, use the special link in the activation email that was sent to the email address you used during registration process.
If you can't find this email, please check the Spam folder and the Spam settings of your email client.
If you haven’t received this email, or the link doesn't work please contact our technical support team at [email protected]
Whoops, I forgot my password! What should I do?
For mobile version of the app, start the VPN Unlimited app on your device. In the Login window, input the email you used for registration and tap Forgot Password?.
For desktop version, open the VPN Unlimited app. In the Login window, input the email you used for registration and click Forgot Password?.
You can also go to the Password Recovery in KeepSolid User Office, input the email you used for registration, and click Send.
We will send you an email which contains a link to reset your password. If you haven’t received this email, or the link doesn't work please contact our technical support at support[email protected]
What payment options are available?
We offer you various ways to purchase VPN Unlimited subscriptions, including Bitcoin, PayPal, Amazon, Credit (Visa/Mastercard) and Gift cards, as well as iTunes, Google play, and Microsoft Store in-app-purchases. The complete overview of all payment methods is available here. And you can find the available subscription plans at the Pricing section.
How can I cancel the auto-renewable subscription?
It depends on what exact payment method was used. If the payment was made via PayPal, Amazon, PaymentWall, Stripe — the auto-renewable option can be canceled via the user's web office at https://my.keepsolid.com/account.
If the payment was made via Apple iTunes, please follow the link below to see the instructions on how to change/cancel the auto-renewable subscription in your iTunes account: https://support.apple.com/en-us/HT202039.
If the payment was made via Google Play Market, you can cancel it via your Google Play web office:
Can I use my account on more than one device?
You sure can! By default you can register up to 5 devices on your account and login to VPN Unlimited from them simultaneously. If you need to register a new device, you can delete 1 device per week — if you have purchased any paid subscription, and register a new one instead of the deleted one.
Also, you can buy additional slots for your devices on our website.
Please refer to our detailed manual on User Office to learn how to manage your devices and many more.
Note: Devices may duplicate themselves after software, hardware, and OS updates.
How to add a new device to my account?
If you want to add a new device to your account, all you need to do is just install VPN Unlimited on the new device and log in using your account. This device will automatically appear in the list of devices in your User Office. To learn more about managing devices via User Office, check out this page.
Why are some devices in my Devices list duplicated?
There could be a number of reasons. Each time you do reinstall or update OS of your device, do a factory reset, etc., the Unique Identifier of the device may change and our system will detect it as a new device. When you generate manual configuration settings, a new device is also automatically added to your Devices list.
You can manage your devices in your User Office and remove one device per week, or contact us to get assistance with your device list.
If you want to extend the number of devices on your account, visit this page.
Can I delete unnecessary devices from my account to connect new ones?
I have registered via social network (Facebook / Google). How do I create a login/password entry point instead?
Please, go to your User Office at https://my.keepsolid.com. Log in with Google/Facebook account (this option is below 'Forgot password?'). Click on your KeepSolid ID at the top right and select Set Password (Create a new password for your account).
This way you will be able to login without using Google/Facebook account. You will need to enter your email and the password you've created.
My account is blocked! What should I do now?
To unblock your account, please follow this link: https://my.keepsolid.com/unblock. Check your inbox mail and also spam folder, and follow all the instructions you receive.
How to unsubscribe from your newsletter?
You can unsubscribe from the marketing and promotional materials at any time in your User Office: https://my.keepsolid.com/account.
I purchased a subscription via iTunes, but the app does not show it.
Please, try to do the following on the device that was used to make this purchase:
- Open VPN Unlimited app.
- Tap on a Menu icon in the top left corner.
- Tap “Restore Purchase”.
- Check your subscription period.
Please note that you might need to log out / log in VPN Unlimited app with your account.
If it does not help, please send the confirmation of your purchase (receipt that you had to receive from Apple to the email address associated with your Apple ID) to our customer support team via [email protected]. If you don’t have a receipt - there is a chance that your purchase was unsuccessful.
Is your service free?
We offer 7 days of free trial, so all new users can test our service. If you’d like to keep using our service after the trial expiration - you will need to purchase a subscription plan: Pricing.
Oh no! I can’t complete the in-app purchase on my Apple device. What should I do?
In case if you cannot make the in-app purchase on any Apple device, you’ll receive the alert Your Purchase Could Not Be Completed.
This is the common issue of iTunes Store faced by 20% of our users. The reason is that the iTunes Store is unable to process your purchase due to the reasons beyond our control. To complete the purchase, please go to the User Office or check out Pricing on VPN Unlimited website, choose the needed offer, and follow the instructions. If you still can’t complete the needed purchase, please contact our technical support at [email protected]
In case if you want to complete the in-app purchase and you don’t want to buy it on our website, please contact iTunes Support at www.apple.com/support/itunes/ww
I purchased a subscription, but the app says it’s expired. What should I do?
First of all, make sure you’ve logged in using the same account you purchased your subscription for.
Lately, we’ve been facing the following issue. If, say, you get a subscription and add Apple ID as a new entry point, a new account with this Apple ID will be created and you won’t see your subscription there. If you want to use your Apple ID to log in to an existing account, you need to connect it via your User Office. See instructions on how to do it here.
In case you logged in using the right account, and your subscription isn’t there, your further steps depend on the payment method you used:
- If you purchased the subscription via App Store, iTunes, or Windows Store, try restoring your purchase. On iOS or macOS devices, go to the app Menu > My account and press the Restore Purchase button. On Windows devices, you’ll find the Restore purchases button on the Account tab.
- For other payment methods, if the charge was successful, please send a screenshot of your receipt to [email protected].
- If your charge was declined, try a different payment method available on our website: Pricing.
I need to transfer my VPN subscription to another account. What should I do?
To transfer your VPN subscription to another account, contact our customer support via [email protected]. We’ll be glad to assist you.
What to do if I don’t receive an account confirmation email or the link doesn’t work?
You can use our services without account confirmation for 1 day only. If you don’t receive a confirmation email or the link in the email doesn’t work, contact our customer support via [email protected]. We’ll help you to confirm your account.
Should you need any additional assistance - don’t hesitate to contact our 24/7 customer support team via [email protected].