FAQ

ProtonVPN Frequently Asked Questions

Six categories of common questions, each answered in six steps covering setup, speed, plans, privacy, troubleshooting and multi-platform use.

1. Installation & Setup

How do I install ProtonVPN on Windows?
  1. Visit the official site and click Free Download.
  2. Run the downloaded .exe installer.
  3. Follow the wizard and complete the installation.
  4. Launch the client and register or sign in.
  5. Pick a server country from the list.
  6. Click Quick Connect and the status turns Connected.
How do I install ProtonVPN on macOS?
  1. Download the macOS package from the official site.
  2. Open the .dmg and drag the app into Applications.
  3. Allow the app to run in System Settings.
  4. Launch the client and sign in.
  5. Pick a server and click connect.
  6. Check the connection status from the menu bar.
How do I install ProtonVPN on Android / iOS?
  1. Download the mobile app from the official site or app store.
  2. Install and open the ProtonVPN app.
  3. Register or sign in.
  4. Allow the VPN configuration request.
  5. Pick a country and tap connect.
  6. The VPN icon in the status bar means connected.
How do I create a ProtonVPN account?
  1. Open the site or client and click Sign Up.
  2. Enter a valid email address.
  3. Set a strong password.
  4. Choose the free or a paid plan.
  5. Click the verification link in your email.
  6. Return to the client and sign in to start.

2. Connection & Speed

Why is my connection slower after connecting?
  1. Switch to a server closer to you for lower latency.
  2. Enable WireGuard for higher throughput.
  3. Close bandwidth-heavy background downloads.
  4. Check your router and broadband connection.
  5. Try a different region to avoid peak congestion.
  6. Contact support for diagnostics if it stays slow.
How do I pick the fastest server?
  1. Choose a country geographically closest to you.
  2. Check real-time latency and load in the client.
  3. Pick a server with a lighter load.
  4. Enable smart routing to pick automatically.
  5. Use optimized servers for streaming.
  6. Switch dynamically at different times of day.
What is the difference between WireGuard and OpenVPN?
  1. WireGuard has a smaller codebase, about 4000 lines.
  2. WireGuard establishes connections faster with lower handshake latency.
  3. WireGuard offers higher throughput in most cases.
  4. OpenVPN has broader compatibility and long-term review.
  5. Both use strong encryption algorithms.
  6. Prefer WireGuard, switch to OpenVPN if blocked.
Why does the connection sometimes fail?
  1. The chosen server may be under maintenance or full.
  2. The local network or firewall may block VPN ports.
  3. An outdated client causes protocol incompatibility.
  4. The session may have expired, requiring re-login.
  5. DNS resolution issues can prevent connection.
  6. Rule out each cause in turn to restore service.

3. Account & Subscription

What is the difference between free and paid plans?
  1. The free plan is ad-free with no data cap but limited servers and speed.
  2. Paid plans unlock all 110+ countries and 6500+ servers.
  3. Paid plans enable NetShield ad and malware blocking.
  4. Paid plans support up to 10 devices at once.
  5. Paid plans offer higher peak bandwidth and lower latency.
  6. Paid plans get early access to new servers.
How do I upgrade to a paid plan?
  1. Sign in and open the subscription page.
  2. Select the paid plan you want.
  3. Choose a billing cycle (monthly/yearly).
  4. Complete the payment.
  5. The upgrade takes effect immediately.
  6. Restart the client to use all premium features.
How many devices can use one account?
  1. The free account supports one device online.
  2. Paid accounts support up to 10 devices at once.
  3. The limit is based on simultaneous connections.
  4. Desktop: Windows, macOS, Linux.
  5. Mobile: Android and iOS.
  6. Devices can use different nodes at the same time.
How do I cancel or request a refund?
  1. Sign in and open the subscription page.
  2. Find the cancel option and confirm.
  3. Service stays active until the cycle ends.
  4. Request a refund if you are eligible.
  5. Submit the request through official support.
  6. Support processes it within several business days.

4. Security & Privacy

Does ProtonVPN keep logs of my activity?
  1. ProtonVPN follows a strict no-logs policy.
  2. No browsing history, sites or search content is recorded.
  3. No timestamps, real IP or bandwidth usage.
  4. No DNS query records are stored.
  5. The policy is verified by independent audits.
  6. Headquartered in Switzerland under strong data protection law.
What is Kill Switch?
  1. Kill Switch is a network-lock protection feature.
  2. It cuts the network when the VPN drops unexpectedly.
  3. It prevents real IP and unencrypted traffic leaks.
  4. Enable it in the client settings.
  5. It supports global or per-app blocking.
  6. Keep it enabled for maximum privacy.
What is a DNS leak and how do I prevent it?
  1. A DNS leak means queries bypass the VPN tunnel.
  2. It can expose your browsing to the ISP.
  3. ProtonVPN has a built-in private DNS server.
  4. All DNS queries run inside the encrypted tunnel.
  5. The client blocks WebRTC and IPv6 leaks automatically.
  6. Use a leak test tool to verify protection.
What is NetShield?
  1. NetShield is a DNS-layer security filter.
  2. It blocks ads, trackers and malicious sites.
  3. It lowers the risk of malware infection.
  4. It speeds up pages by removing ads.
  5. Paid plans can choose the blocking strength.
  6. It adds almost no latency to browsing.

5. Troubleshooting

How do I fix connection failures or drops?
  1. Switch between WireGuard and OpenVPN and retry.
  2. Clear the client cache and reconnect.
  3. Restart the client or the device.
  4. Update the client to the latest version.
  5. Change to a different server region.
  6. Check whether the firewall is blocking the client.
What if it says "Unable to establish connection"?
  1. Confirm the internet itself is working.
  2. Try a different VPN protocol.
  3. Change to another server and retry.
  4. Check if the network blocks VPN ports.
  5. Update the client to the latest version.
  6. Restart the router and device and retry.
What if the client does not start?
  1. Confirm the system meets the minimum requirements.
  2. Try running the client as administrator.
  3. Check if antivirus software is blocking it.
  4. Reinstall the latest version after uninstalling.
  5. Clear leftover cache and config files.
  6. Contact official support if it still fails.
What if it says the password is wrong?
  1. Confirm the email and password casing is correct.
  2. Click "Forgot password" to reset it.
  3. Check the reset link in your email.
  4. Sign in again with the new password.
  5. Make sure no stray spaces were entered.
  6. Contact support to verify the account otherwise.

6. Multi-platform Use

How many devices can use one account at once?
  1. The free account supports one device online.
  2. Paid accounts support up to 10 devices at once.
  3. Desktop: Windows, macOS, Linux.
  4. Mobile: Android and iOS.
  5. Devices can connect to different nodes.
  6. Signing in with one account syncs the subscription.
How do I use ProtonVPN on Linux?
  1. Download the official package for your distro.
  2. Install it with the package manager or script.
  3. Sign in with your account in the terminal.
  4. Choose and connect to a server via command line.
  5. Optionally install the GUI client.
  6. Check status and logs with commands.
Does it work on a router?
  1. Any router supporting OpenVPN can be configured.
  2. Download the config file and import it into the router.
  3. All devices on the LAN are then protected.
  4. Great for smart home and multi-device setups.
  5. Steps vary slightly by router brand.
  6. Official docs provide detailed guides.
Is there a browser extension?
  1. ProtonVPN offers a browser extension version.
  2. The extension only encrypts browser traffic.
  3. It is great for quick, lightweight protection.
  4. Full-device protection still needs the client.
  5. The extension and client can be used together.
  6. Install from the official site or app store.

Still have questions? Try it yourself

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