iOS/macOS/Android:

We apologize for the inconvenience. We can try a few troubleshooting steps that may resolve the issue. Please make sure your app is updated and meets the system requirements. Restart your device and your router, then check if the problem persists. If that doesn't work, please try again to remove ClearVPN configurations(except for Android) and check if the issue persists.

To remove the configuration:

Please open ClearVPN settings then System settings, then Remove VPN configurations. Relaunch the app and check if you can establish a connection this time. If this does not help, please uninstall and reinstall the app.

If the above steps did not work, could you please provide the following details so that we can investigate further:

1. Which specific servers did you use in the app that resulted in this issue? Check other servers.

2. What country are you located in?

3. Please let us know the name of your internet provider or mobile carrier (if you are using cellular data). Try other networks

4. Which device are you using ClearVPN on - iOS, macOS, Windows, or Android?

5. Are you using any other VPN service, antivirus, or adblocking software on your device?

6. Is this issue occurring on both your mobile and computer devices?

Windows:

We apologize for the inconvenience. We can try a few troubleshooting steps that may resolve the issue. Please make sure your app is updated and meets the system requirements. Restart your device and your router, then check if the problem persists. Could you also check if you have the same issue with the other protocols? If this does not help, please uninstall and reinstall the app. If the above steps did not work, could you please provide the following details so that we can investigate further:

1.      Which specific servers did you use in the app that resulted in this issue? Check other servers.

2.      What country are you located in?

3.      Please let us know the name of your internet provider or mobile carrier (if you are using cellular data). Try other networks

4.      Which device are you using ClearVPN on - iOS, macOS, Windows, or Android?

5.      Are you using any other VPN service, antivirus, or adblocking software on your device?

6.      Is this issue occurring on both your mobile and computer devices?

Also, please provide the logs from the app for further investigation. To generate .log files, please do the following:
  

1. Without opening the ClearVPN, create a copy of the application shortcut;

2. Open shortcut properties;

3. Add -log (with space) after the path in line 'Target' (check the screenshot below);

4. Click Apply and OK;

5. Open ClearVPN using this shortcut;

6. Go to C:\Program Files\ClearVPN\Logs;

7. Send us generated .log files.

*Escalate in Slack if not resolved.

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iOS/macOS/Android:

We apologize for the inconvenience. We can try some troubleshooting steps that may resolve the issue. Please make sure your app is updated and meets the system requirements. Uninstall and reinstall the app, restart your device, and check if this resolves the issue. If not, please disable other VPNs’, Antiviruses, Firewall and Adblock, if you have any. Kindly check if you also have the same problem on your other devices. If the above steps do not work, please uninstall the app again and download the app from another platform (App Store, Google Play, or website).

Please make sure that the ClearVPN app is enabled in the App Management settings. From your System Settings, go to Privacy and Security, click App Management, and enable to ClearVPN app.

Windows:

We apologize for the inconvenience. We can try some troubleshooting steps that may resolve the issue. Please make sure your app is updated and meets the system requirements. Uninstall and reinstall the app, restart your device, and check if this resolves the issue. If not, please disable other VPNs’, Antiviruses, Firewall and Adblock, if you have any. If the issue persists, please uninstall ClearVPN from your device again then clean the registry from ClearVPN files (instruction below). After clearing the registry, please download/install the app from our website then reboot your device.

To clean the registry, please:

1. Right-click on the Start menu > select Command Prompt (Admin) > type the command regedit.exe > press Enter.

2. Click on Edit on the Registry Editor window > go to Find > type ClearVPN, and hit Enter.

3. Right-click on the link that appeared and select Delete.

4. Continue deleting items of the program, until all the links are gone.

If the above steps do not work, please uninstall the app again and download the app from another platform (App Store, Google Play, or website). Check if you also have the same issue on your other devices. 

*Escalate in Slack if not resolved.

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iOS/macOS:

We apologize for the inconvenience. We can try some troubleshooting steps that may resolve the issue. Please make sure your app is updated and meets the system requirements. Uninstall and reinstall the app, restart your device, and check if this resolves the issue. If the issue persists, please check if you also have the same issue on your other devices. Could you send us a video recording of the issue so we can further investigate?

Windows:

We apologize for the inconvenience. We can try some troubleshooting steps that may resolve the issue. Please make sure your app is updated and meets the system requirements. Uninstall and reinstall the app, restart your device, and check if this resolves the issue. If the issue persists, please check if you also have the same issue on your other devices. Could you send us a video recording of the issue so we can further investigate? We would also need to collect logs of the app from your device.

To generate .log files, please do the following:
  

1. Without opening the ClearVPN, create a copy of the application shortcut;

2. Open shortcut properties;

3. Add -log (with space) after the path in line 'Target' (check the screenshot below);

4. Click Apply and OK;

5. Open ClearVPN using this shortcut;

6. Go to C:\Program Files\ClearVPN\Logs;

7. Send us generated .log files.

Thank you in advance for your help and cooperation.

*Escalate in Slack if not resolved.

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APP:

We apologize for the inconvenience. I confirm that there is an active subscription with the email *******. We can try some troubleshooting steps that may resolve the issue.  Could you share a video recording of the issue so we can isolate what is causing it and provide you with a resolution? Are you able to log in via the web page? If yes, please uninstall and reinstall the app using the specified link via this page.  Also, please disable other VPNs’, Antiviruses, Firewalls, and Adblock, if you have any. If the troubleshooting steps did not help, please try to use an alternative login using your Google email, Apple ID, or other email, if applicable. 

WEB:

We apologize for the inconvenience. I confirm that there is an active subscription with the email *******. We can try some troubleshooting steps that may resolve the issue. Could you share a video recording of the issue so we can isolate what is causing it and provide you with a resolution? Could you try to log in through this web page using different browsers? Also, please disable other VPNs’, Antiviruses, Firewalls, and Adblock, if you have any. If the troubleshooting steps did not help, please try to use an alternative login using your Google email, Apple ID, or other email, if applicable. 

*Escalate in Slack if not resolved.

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We apologize for the inconvenience. To confirm, you have entered the correct email associated with your subscription but still have not received the activation code. Kindly check both your inbox and spam folder for the activation code. Could you also try to log in through this web page using different browsers? If the issue persists, please disable other VPNs’, Antiviruses, Firewalls, and Adblock, if you have any. If the above troubleshooting steps did not help, please try to use an alternative login using your Google email, Apple ID, or other email, if applicable. 

*Escalate in Slack if not resolved.

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Windows:

We apologize for the inconvenience. We can try some troubleshooting steps that may resolve the issue. Could you check if the missing server would show by trying different VPN protocols? Please disable other VPNs’, Antiviruses, Firewall, and AdBlock, if you have any.

To change VPN protocols:

Please open ClearVPN settings then System settings, then change the VPN protocol under Advanced settings.

If the issue still persists, please uninstall and reinstall the app then restart your device. If the troubleshooting steps did not work, we would need to collect logs to further investigate the issue. Could you confirm if this issue is happening on your multiple devices?

To generate .log files, please do the following:
   

1. Without opening the ClearVPN, create a copy of the application shortcut;

2. Open shortcut properties;

3. Add -log (with space) after the path in line 'Target' (check the screenshot below);

4. Click Apply and OK;

5. Open ClearVPN using this shortcut;

6. Go to C:\Program Files\ClearVPN\Logs;

7. Send us generated .log files.

MacOS/iOS:

We apologize for the inconvenience. We can try some troubleshooting steps that may resolve the issue. Please remove ClearVPN configurations and check if the issue persists. Please disable other VPNs’, Antiviruses, Firewall, and AdBlock, if you have any.

To remove the configuration:

Please open ClearVPN settings then System settings, then Remove VPN configurations. 

If the issue persists, please uninstall and reinstall the app then restart your device. Could you confirm if this issue is happening on your multiple devices?

• Please do not forget to replicate the issue from your end to confirm if this is a known issue. Escalate to L2 if not resolved.

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We apologize for any inconvenience. Could you send us a screenshot of the issue? Upon checking it shows that the IP is correct. You can also validate if the IP address is incorrect using our 2 preferred IP checker sites (https://www.maxmind.com/en/home or https://www.ip2location.com/.

*Escalate in Slack if IP is mismatched.

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We apologize for any inconvenience. To verify the issue, you loose internet connection after connecting to the ClearVPN app? Have you tried connecting to a different network?  Also, please disable other VPNs’, Antiviruses, Firewall and Adblock, if you have any. If the issue persists, please uninstall and reinstall the app then restart your device.

*Escalate in Slack if not resolved.

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With active subscription:

We're sorry for the inconvenience. Can you please confirm that you do not have an active/paid subscription? We need to cancel your subscription before you can sign up with Diia. If you already have an active subscription or trial period, the option to get a free Premium with Diia will not work.  *Check on your end if they have an active subscription.

Please refer to our guides on how to cancel your subscription and request a refund. If you made the subscription through the App Store or Google Play, please note that we do not have control over their billing system and policy. For refund assistance or confirmation of subscription cancellation, please contact their support team. 

Once cancellation is confirmed, follow our guide on how to get a free premium with Diia. Please make sure to check the system requirements for the app to work. 

NO active subscription:

We apologize for the inconvenience. Can you confirm that you do not have an active/paid ClearVPN subscription? We can troubleshoot to isolate the issue. Please update the Diia and ClearVPN apps. You can also authorize and verify your account via the web. This should resolve the problem. 

If these steps do not work, the issue is on Diia's side, and you would need to contact their support team. Their app is experiencing issues with the verification process. 

• Workaround

Install a free version of ProtonVPN on your device,

Let it connect to any server, then try to sign up for free premium with Diia.

May I know the reason for your cancellation? Please let us know if you encounter any issues so that we can provide you with a resolution. 

You may refer to our guides on how to cancel your subscription and request a refund. If you made the subscription through the App Store or Google Play, please note that we do not have control over their billing system and policy. For refund assistance or confirmation of subscription cancellation, please contact their support team.

 *Check if the refund policy is met. Escalate if the claim is double charged.

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Chat: 

Kindly send us an account deletion request via email using the email address you used for the subscription. Also, please make sure that you have canceled your subscription before we delete your account.

• Find the ticket/request in Zendesk. 

Email: 

Escalate to Level2.

*Escalate in Slack.

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We can help you fix that. Could you send us the receipt of the transaction and a screenshot of your account tab showing the email you have signed up with? 

Also, please confirm if muellerlara994@gmail.com is your preferred email to be used for your ClearVPN subscription.

*If the user is unable to send a receipt, Ask the user to send us a message via the app from the guest account with Premium sub. Find the ticker then escalate to level2.

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We do not provide static IP addresses. ClearVPN offers secure and anonymous VPN connections that help protect your online presence and privacy with dynamic IP addresses. This means that your IP address will change every time you connect to ClearVPN, increasing your security and making your internet traffic anonymous.

We apologize for the inconvenience. ClearVPN is not licensed in China at the moment and won't work properly there due to the Great Firewall. However, if you have a Windows V3.1.0 device, you can try our new protocol called Hysteria2, which has been added to our app and may improve connectivity in your country. Please make sure that your app is updated.
  

(Apologies, but ISP companies in your country have imposed many restrictions on VPN protocols which is something that we cannot control. )

To enable this option in the app, please follow these steps:
  

1. Go to your account settings.

2. Click on system settings.

3. Then, navigate to advanced settings and change it to Hysteria2.

Please note that although this option may improve connectivity, the actual speed will still depend on the connected server. Also, a reminder that this is only for Windows OS devices.

Our service is subscription-based and requires payment. But we have a 3-day trial period with access to all its features. This article will give you information on how to create a ClearVPN account. Please take note of the system requirements for the app to work. Click the "Try for free" button from this page.

We provide a free premium for Ukrainians with an active Diia.

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Our app can only be used on Windows, macOS, iOS, and Android devices. It cannot be used on your TV, router, or any other device that does not meet the system requirements. In addition, it would not work for screen sharing for security purposes. VPNs (when active) change network settings on the device, and some features such as screen sharing require both devices to be on the same network.

I will forward your request to the development team. Rest assured that our team reviews and evaluates every comment and idea sent to us. We will do our best to make ClearVPN convenient and tailored to our customer's needs. 

You can connect up to 6 devices under one subscription.

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We apologize for any inconvenience. I am unable to find a ClearVPN subscription with the email Latemodel5252@gmail.com. You may have signed up using a different email or with the "Hide My Email" feature from the App Store.
 
To find your hidden email address, please follow these steps:
1. Go to Settings on your iOS/macOS device.
2. Tap on your Apple ID.
3. Select "Sign-In & Security".
4. Choose "Sign in with Apple".
5. Find the ClearVPN app and copy the email from the "This app received" field.
 
If you find a hidden email address, you can use it to log in to your account with a temporary code. Just so you know, the code will be sent to the email associated with your Apple ID.  Please send us a screenshot of your account page showing your email address and the invoice/receipt of the transaction.

It is also possible that you have signed up through the Google Store or App Store. Please read this guide on how to cancel your subscription from those platforms. Please be advised that we do not have any control over their billing system and policy. If you require assistance with a refund or confirmation of subscription cancellation, please contact their support team.
 
*Please provide the requested information so we can process your request.

We offer Streaming Services that enable you to select a streaming platform from our provided list and gain access to all of its local content. To access geo-restricted content, please connect to a server in the Streaming Services section. Kindly note that our servers are only available for the streaming platforms listed, and you must have an active account with these platforms to access the content. 

You can also check our support site to learn more about the ClearVPN app.

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We apologize for the inconvenience. Please be advised that we’ve stopped our servers from operating in countries that require VPN providers to log users’ data. That’s why you can’t connect to countries like India with ClearVPN. Please refer to this article to learn more. 

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Some countries block propaganda sites because such resources may incite fear or anger because of how they portray the state, its government or leaders. This is part of a wider practice of geo-blocking various types of content that many countries use to maintain political stability or for other reasons.

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- We hope everything runs smoothly from here on out. Don’t hesitate to reach out if you have more questions or concerns                                                                           

- I'm glad we resolved this for you. If you ever need help in the future, feel free to start a chat with us at any time.                                                                                                    

- It seems you are away. If you need help, feel free to start a chat with us anytime. 

Other foreign Languages:

I am so sorry but I can only provide you support in English. Please let me know if you want to proceed in English.

Hi! At the moment, we don't have Ukrainian-speaking agents here in the chat, can I help you in English? If you want to receive assistance in Ukrainian, please write us an email at support@clearvpn.com and we will get back to you as soon as possible.                                                                                                                                                                                                                                  

Вітаю! Наразі в чаті немає україномовних агентів, чи можу я допомогти вам спілкуючись англійською? Якщо ви хочете отримати домомогу українською мовою, будь ласка напишіть лист на пошту support@clearvpn.com і ми відповімо вам якумога скоріше. 

Please let us know how we can help you. If you are trying to log in to your ClearVPN account, please use this link. Enter your credentials and a code will be sent to the email address you used to register for the account. Please use the code as your password. For security purposes, please do not share the activation code. 

We apologize for the inconvenience. Please make sure your app is updated and meets the system requirements. Some online resources such as banking, shops, and streaming platforms may restrict VPN connections or may not function well when using VPNs, especially with financial institutions, due to security reasons. VPNs encrypt your internet connection, making it impossible for ISPs to track your online activity. 

You can try to connect to any US shortcut (such as Amazon Prime US, Disney+ US, etc.) under the Streaming tab in ClearVPN. Because we use private servers there, it might help you access your bank and credit card sites. Just so you know, we cannot promise that it will work with every website you are trying to access.

If the above option does not work, please provide the following information:

1. 1. Your internet service provider.

   2. Your location.

   3. Websites you are trying to access (eg. https://www.hsbc.com.)

   4. A screenshot of your system settings.