Frequently Asked Questions

Why do I need a VPN?

You need a VPN on your laptop, smartphone or tablet so you can protect your privacy and your data. A VPN secures and encrypts data across a network, usually the Internet, by building an "encrypted tunnel." Data passes through this tunnel which protects the data from getting intercepted by anyone. Even if the data is intercepted, it is in encrypted format and appears as scrambled, senseless text to anyone without the encryption keys.

How does ioloVPN work?

When you activate your ioloVPN protection, it quickly builds an encrypted tunnel that connects you to one of our secure Internet gateways. All the data you send and receive is now sent to the Internet using this encrypted tunnel that ioloVPN created.

You are also assigned a temporary private IP address. This private IP address cannot be traced by anyone through our server and no one can find your real IP address or location.

Where and when should I use ioloVPN?

Most people don't realize it, but wifi hotspots are incredibly insecure. You are literally broadcasting all of your data without any security whatsoever. This includes your email, instant messages, web searches, and any other data sent or received by you over the wireless network.

Basically, you should use ioloVPN whenever you are accessing a public wifi hotspot or an unknown wifi network. Some of our users use ioloVPN at coffee houses, when traveling, or when using a hotel's unsecured wifi network. Other users who desire added privacy while online may use it all the time.

How does ioloVPN compare to other products?

We firmly believe that ioloVPN is the best VPN provider currently on the market. ioloVPN is simple to use, uses the most sophisticated technology, has live U.S.-based customer support, and provides excellent user documentation.

Some of our competitors offer a free VPN, but they will fill your browser with annoying ads. Others just offer annual packages, not monthly ones.

We created ioloVPN because we wanted to offer a low-cost, high-quality VPN solution that is better than any of the competition. Once you try our product, we are sure you will agree that it is the best VPN provider around!

How does ioloVPN compare to proxy servers?

Proxy servers are designed to mask your identity on the web, and change your apparent location to get around restrictions for web access that some countries and organizations impose. ioloVPN also does these things, and can be used as a proxy server as well.

Does ioloVPN work everywhere?

Yes, ioloVPN will work everywhere if you have a stable and fast Internet connection.

Do I need to use ioloVPN on my home wireless network?

First, the laptop version of ioloVPN detects if you are on an insecure network, and automatically activates. But it can't hurt for you to use ioloVPN on your home wireless network. While it is rare, it is still feasible for a hacker to gain access to your home wireless network especially if you are using the older WEP security. ioloVPN automatically detects the kind of connection you are using and activates if you are accessing an unsecured connection. So you can leave it on all the time.

Wireless networks use one of two encryption schemes: WEP (Wireless Encryption Protocol) or WPA (WiFi Protected Access). WEP was the initial encryption scheme standard for first generation wireless networking devices. However, it has been found that WEP is not as secure as once believed. WPA aims to provide stronger wireless data encryption than WEP, but not everyone can use the new wireless encryption technology. In order to use WPA, all devices on your network must be configured for WPA. If a device is not configured for WPA, it will usually fall back to the lesser WEP encryption scheme, enabling the wireless devices to communicate on the network.

We recommend that you use the WPA encryption scheme on your home wireless network.

Where are your servers located?

We have many servers located throughout the world. Most of these locations contain server "clusters", which means that several servers are available to effectively handle the traffic.

We have a very sophisticated server selection algorithm that takes the current server load and your distance from the server into account, and automatically assigns you to the server that will provide the best service. However, you can override the automatic server selection if you wish to connect to any other server location in our network.

You should also know that our servers are dedicated to VPN processing only. Many of our competitors use their VPN servers for other functions at the same time, which greatly reduces the security provided.

Do I need to download and install any software in order to use ioloVPN?

Yes. To install and use ioloVPN, do the following:

Once you've bought ioloVPN, we will email you a link to the installation software.
Install ioloVPN.
Once you have installed ioloVPN, open the program and from the Welcome screen, enter the same email address you used during the purchase process. Then click Continue.
Enter the name for your device and your password, and then click Continue.

Your username and password can be used on multiple devices, upto a total of 5 devices. Once you activate ioloVPN, your Internet connection will be secure.

Is ioloVPN a VPN (Virtual Private Network)?

Yes – the technical term for ioloVPN is a VPN – a Virtual Private Network. Most large companies have a VPN which is supported by their IT departments to protect corporate communications. ioloVPN provides the same capability for individuals, business travelers, and small and medium sized enterprises.

A VPN secures and encrypts data across a network, usually the Internet, by building an "encrypted tunnel." Data passes through this tunnel which protects the data from getting intercepted by anyone. Even if the data is intercepted, it is in encrypted format and appears as scrambled, senseless text to anyone without the encryption keys.

Your protection and privacy is not limited to just browsing. ioloVPN's VPN service encrypts all your Internet data to and from our VPN gateways, including instant messaging, streaming, VoIP, and email.

Are all VPNs the same?

There are many personal VPNs available today, from the very expensive to "free." You should be cautious about choosing a free or very cheap VPN. While they may be free or very low cost, you agree to let them look at your data for marketing purposes. Basically, you may be giving them license to look at your personal data. So "free VPN" is really not much of a bargain at all, and certainly not a privacy product.

In addition, some VPN services are built on insecure servers. What makes a VPN secure is knowing that the server you are connecting to is a secure server. And if it's not, then all the encryption in the world is useless.

Why should I choose ioloVPN as my VPN provider?

ioloVPN is simple to use, uses the most sophisticated technology, has live U.S.-based customer support, and provides excellent user documentation. All this at a price that can't be beat! We think you will find ioloVPN to be the best VPN provider currently on the market. In fact, we are sure of it.

How do I install and use ioloVPN?

To install and use ioloVPN, do the following:

Once you've bought ioloVPN, we will email you a link to the installation software.
Install ioloVPN.
Once you have installed ioloVPN, open the program and from the Welcome screen, enter the same email address you used during the purchase process. Then click Continue.
Enter the name for your device and your password, and then click Continue.

Your username and password can be used on multiple devices, depending on how many your subscription allows. Once you activate ioloVPN, your Internet connection will be secure.

How do I change the ioloVPN server I'm connected to?

We have a very sophisticated server selection algorithm that takes both current load and distance into account, and automatically assigns you to the server that will provide the best service. However, you can override the automatic server selection if you wish.

To change the server you are accessing:

Click on the ioloVPN icon in your system tray, and then select Settings. The Settings window appears.
Click the Advanced tab to view the Advanced settings. The Advanced settings screen appears.
The Change Location drop-down menu allows you to change the ioloVPN Internet server location you are accessing, which changes your apparent location other websites think you are coming from. It also changes your IP address.
Click Apply after selecting a new location.

How do I verify that my IP address has changed?

After starting your web browser from ioloVPN, go to one of these websites: https://www.showip.com/ or https://www.whatismyip.com/. From these sites, you will be able to view your masked IP address.

An IP (or Internet Protocol) address is a computer or device's address on the Internet that can identify its geographical location.

Do I need an Internet connection to use ioloVPN?

Yes, you need an Internet connection to use ioloVPN. ioloVPN sends a secure encrypted "tunnel" through an existing Internet connection. Using our software, you still connect to the Internet and then connect to our VPN which then secures and encrypts any data transmitted from your computer back to our server.

What operating systems are supported by ioloVPN?

Currently, ioloVPN supports the following operating systems:

Windows 10
iOS 10 and above
Android 5 and above

What browsers are supported by ioloVPN?

ioloVPN supports all browsers. Additionally, we cover all Internet traffic, including web browsing, instant messaging, VoIP, and email.

Some of the websites I visit use HTTPS. Do I still need ioloVPN?

HTTPS stands for "HyperText Transfer Protocol Secure" and is used by certain sites (such as eBay and Amazon) to ensure safe Internet transactions. While HTTPS is the best technology currently available to ensure safe web transactions, it's far from perfect. HTTPS is dependent on what are called "Certificates of Authority."

Unfortunately, the unreliable way these certificates are issued makes the process completely untrustworthy. In addition, HTTPS is very vulnerable to man-in-the-middle attacks, and there are no good solutions in sight.

In contrast, ioloVPN ensures that you are completely protected from any attacks for any and all websites you visit. ioloVPN also protects your instant messaging, streaming, VoIP, and email as well.

Why has my IP address changed?

ioloVPN establishes a connection from your computer to our servers in order to make your connection secure. All your browser traffic is routed through our secure servers. Therefore, you have been assigned the IP address of one of our servers. As a result, your IP location will appear as if you are surfing from the server's location.

An IP (or Internet Protocol) address is a computer or device's address on the Internet that can identify its geographical location.

Is ioloVPN a replacement for my current Internet provider?

No, you need to have an existing Internet Service Provider in order to access ioloVPN's servers.

Is ioloVPN as fast as my regular Internet?

There is a modest delay that is generally not noticeable if you are surfing the Internet, or reading or sending emails.

However, you may see a significant delay if you are downloading a very large file, such as a movie. This delay is due to the 256-bit encryption that is being performed on the data. If you are going to download a large amount of data, you might want to briefly deactivate ioloVPN while you do so.

What type of encryption does ioloVPN use?

ioloVPN uses 256-bit SSL encryption, the same technology used by banks and credit card companies. This type of encryption is considered unbreakable even by supercomputers for at least the next few decades.

What is the uptime for ioloVPN?

The uptime for ioloVPN is virtually 100%. We have multiple servers in different locations with automatic rollover.

What kind of support do you offer?

We believe that it's important that our customers have an extraordinary experience when using our software. That's why we take pride in offering you the best Customer Support in the business. Our Customer Support staff is available 24 hours a day, seven days a week, all year round.

You can reach customer support at (808) 649-5509 with any purchase questions, or (808) 649-5509 for any post purchase questions. Our software also has support information built into it. Just go to Help, and click the Customer Support tab.

Does ioloVPN delete my web cookies and browser history?

No. ioloVPN secures your Internet connection, not your computer hard drive. If you are interested in this type of protection, there are many products on the market which will do this.

Can I enter sensitive information (such as my credit card number) while browsing the Internet?

Yes, it is safe to post information such as your credit card information when browsing the Internet. ioloVPN uses 256-bit encryption to protect your private credit card information.

How do I contact Customer Support?

You can contact Customer Support via phone or directly from the ioloVPN software.

If you are within United States, please call (808) 649-5509 24 hours a day, 7 days a week, all year round.

If you are outside of United States, click on the ioloVPN icon, select Help, and then click the Customer Support tab.

For mobile devices, simply tap Help and then select Contact Customer Support.

What are the hours of Customer Support?

Customer Support is available 24 hours a day, seven days a week, all year round. When you send an email to Customer Support, they will be back in touch with you in about an hour.

How quickly will Customer Support be back in touch with me?

If you send an email to Customer Support, they will be back in touch with you in about an hour.

For what reasons should I contact Customer Support?

Common Customer Support questions usually deal with installation issues, software issues, and billing/subscription questions. But you can contact our Customer Support staff for virtually any reason.

Is your support U.S. based?

Yes. We strive to provide you with the best Customer Support experience, and for that reason, all of our Customer Support employees are based here in the U.S. When you contact ioloVPN, your inquiry is not sent to some far off location.

What is your policy regarding government requests for information?

We take seriously the privacy of your data. We do not monitor any of your online communications. So if any government was ever to subpoena our server records, we have virtually no information to give them.

We do maintain a set of usage logs, including time on and off our network and total bytes transmitted. This information is necessary to manage our server network, but is of little interest or value to law enforcement.

Thus far, we have received no requests from any government for information about our users. If we ever receive such a request, it is our policy is to both require a subpoena and to notify users of requests for their information prior to disclosure unless we are prohibited from doing so by statute or court order.

ioloVPN supports industry efforts to limit government surveillance to reasonable levels, specifically by being members of the Electronic Frontier Foundation (https://www.eff.org/) and the Digital Due Process Coalition (https://digitaldueprocess.org/).

Is my Internet browsing really anonymous?

Yes. If you use ioloVPN, we change your IP address, which is your identity on the Internet. Your IP address tells everyone where you are located and is used by online marketers to store information about you and your surfing history. Instead, you can have your IP address appear to be hundreds of miles away – or even halfway around the world.

In addition, we do not keep logs of your activity. For more information, please see our privacy policy by clicking Privacy Policy at the bottom of our website.

Does ioloVPN monitor my Internet activity?

Absolutely not.

Does ioloVPN maintain any logs of my Internet activity?

We take seriously the privacy of your data. We do maintain a set of logs necessary to manage our servers. However, the only information that is traceable to individual users is the time on and off our network and the number of the total bytes transmitted.

We do not monitor or record the sites that you visit nor the contents of any Internet communication. For more information, please see our privacy policy by clicking Privacy Policy at the bottom of our website.

Do you share my private information with any other company?

No. Absolutely not. For more information, please see our privacy policy by clicking Privacy Policy at the bottom of our website.

Is my credit card information secure?

ioloVPN uses 256-bit encryption to protect your private credit card information. We are committed to keeping personal information, such as your credit card information, secure. We have created physical, technical and administrative safeguards that are designed to protect your personal information from unauthorized access.

Do I get free ioloVPN software upgrades and new releases?

Yes, you will always receive free upgrades if have a valid ioloVPN subscription. Your ioloVPN software suggests updating when a new release is available.

Can I get a refund?

iolo must receive a request for a refund with an explanation of dissatisfaction by telephone or email, within thirty (30) days of the purchase date.

Proof of purchase date, purchase price, sales receipt and/or license key information must be verified by iolo to be eligible for a refund.

Refunds will only be made for the original purchase price, less a 15% processing fee, less any discounts or rebates that were applied at the time of purchase or after purchase. iolo will not refund any taxes, processing fees or any other charges, fees or expenses incurred in connection with the original purchase or subsequent refund request and related correspondence.

Refunds from iolo will only be in the form of a credit back to the credit card from which you purchased the iolo Software or any Maintenance.

Refunds will not be granted (a) when rebates or similar credits have already been applied for or obtained, (b) for subsequent purchases of iolo Software or Maintenance that was previously refunded, (c) for any time remaining on your iolo Software license that is used on computer device(s) that you no longer use or have discarded or (d) for any time remaining on your iolo Software license that you no longer use.

iolo is not responsible for (a) any processing fees, taxes, or currency conversions or fluctuations or (b) refund delay, loss or ineligibility due to incidents outside of iolo's control.

In the event that you purchased the iolo Software or Maintenance from a third party, please contact the third party from whom you purchased the iolo Software or Maintenance for any return or refund. Please note that returns and refunds for purchases from third parties shall be subject to the policies and procedures of the third party.

Note that prorated refunds on time remaining are not available in the event you decide you no longer need your iolo product. Prorated refunds are not available if you discard a Windows computer with unused time left on your iolo product license, but any time remaining can be used on a new computer under iolo's Whole Home License policy. The Whole Home License covers all the PCs in your home with one product license. Store your Activation Key before discarding or recycling your computer, and input it when prompted upon installing the software on your new computer.

How do I cancel my subscription to ioloVPN?

You can cancel your ioloVPN subscription at any time. When you cancel your subscription, you will still have access to ioloVPN for the remainder of your license period.

To cancel your subscription, contact Customer Support at (808) 649-5509.

I can't connect to ioloVPN's VPN server. What should I do?

While this may happen, it is not very common. There are a number of reasons why you might be having a connection issue.

Most connection issues are usually due to a poor or unstable wireless connection. If you are on a wireless network, try using a cable to connect to the Internet and see if you still have an issue. Also try connecting to a different wireless network that has a better connection.
You might also check your firewall settings on your router. Disable the firewall, reboot your router and your device, and then test ioloVPN again.
ISPs can sometimes use the same port as ioloVPN for encrypting information at the ISP level. If this is the case, ioloVPN will not be able to connect. Check with your ISP to find out if this is the case.
Some wifi networks block VPNs, such as Amtrak or certain foreign countries. For instance, China has been known to block VPNs and although ioloVPN utilizes the highest level of encryption technology and an Open VPN protocol, being blocked by an ISP is beyond our control.
Try uninstalling ioloVPN, rebooting your device, and then reinstalling ioloVPN.
It might help to change the server you are connected to. You can manually change the ioloVPN server you are connected by clicking the ioloVPN icon in your system tray, selecting Settings, clicking the Advanced tab, selecting New York from the Change Location menu, selecting New York 1 from the Change Server menu, and then clicking Apply. Close the menu and then click on the ioloVPN icon and select Activate.

If you are still experiencing problems connecting to ioloVPN's VPN server, contact Customer Support.

I can't download ioloVPN. What should I do?

You may experience trouble downloading ioloVPN. There are a number of possible reasons for this.

You may not have installed all of your computer's necessary updates.
You do not have enough memory on your computer. For PC users, you need 15 MB of available hard disk space.
You may have had to restore your computer's hard drive and lost the ioloVPN installation.
If you have a PC, you may get a message during installation that asks you to install the TAP 32 driver. This enables the installation of ioloVPN, and must be enabled in order for ioloVPN to connect to the Internet. Click Install to install this driver.
Some antivirus software or even operating systems actually stops ioloVPN from being downloaded. This is usually for any .exe or .msi file types, and is not limited to ioloVPN. This happens to PC users who have their security settings set to block downloads of executable files. There are two ways to fix this:
1. Reset your security settings to the default level. Go to Control Panel > Internet Options, then click the Security tab, select the Internet zone and click Default level.
2. Set a custom level for security in the Internet zone. Go to Control Panel > Internet Options, then click the Security tab, and select the Internet zone. If security is set to High, or if you have customized the Internet zone settings, select Custom level and change the Launching Applications and Unsafe Files option from Disable to Prompt (recommended).

If you are still experiencing problems downloading ioloVPN, contact Customer Support.

How can I add a device to my account?

If you purchased an annual or monthly plan to ioloVPN, you can use your subscription on upto 5 devices.

For laptop users, if you have reached your device limit and wish to remove one in order to add a new one, click the ioloVPN icon and select Account. Click Manage Account. Click the X next to the device that you want to remove. If you want to add additional devices above your subscription limit, you must buy another subscription.

If you'd like to add a new device to your account or reinstall ioloVPN to a device you've already used, do the following:

To download ioloVPN to a device, open an Internet browser on that device and go here.
Select the ioloVPN installation file that matches the device you are using. For example, if you are downloading to Windows, click Download Now below the picture of the laptop with the Windows logo.
Follow the on screen instructions. If you are downloading from a mobile device, you will be redirected to that device's marketplace. (i.e., iTunes for Apple devices and Google Play for Android devices).

I have forgotten my password. How do I reset it?

If you have forgotten your password, please follow the instructions below in order to reset it:

Click on the ioloVPN icon and select Account.
Click Forgot Password. An email will automatically be sent to the email address on file with a link to reset your password. A Forgot Password window will also display where you can enter your new password.
Access the Forgot Password email in your email account and click on the link.
Enter your new password in the New Password field and re-enter it in the Confirm your Password field, and then click Submit. A confirmation message appears which states that your password change was successful.
Go back to the Forgot Password window and enter your new password, and then click Save Password. A confirmation message appears which states that your new password was validated.

You can also reset your password directly from the Account Management page if you have forgotten it:

Access the Account Management page and login.
Click Change Password in the left navigation panel.
Click Forgot Password.
Enter the email address associated with your account and then click Send Email. You will be sent a link to reset your password.

We recommend that you keep this password in a safe place for future reference.

I am unable to connect to a server, what should I do?

First, try manually connecting to a server following the instructions below.

Click on the ioloVPN icon and select Settings.
Click the Advanced tab.
Select Servers in New York from the Change Location menu.
Select New York 1 from the Changer Server menu.
Click Apply and close the window.
Click on the ioloVPN icon, and select Activate.

You should be connected at this point, and the ioloVPN icon should be green, indicating that ioloVPN is activated.

If you have attempted the above steps and you are still unable to connect to our servers, try rebooting your computer and then restarting ioloVPN.

If you are still unable to connect, generate a Connectivity Report to send to Customer Support.

Click on the ioloVPN icon, and select Help.
Click the Connectivity Test tab.
Click Run Connectivity Test. The Connectivity Test runs.
After the test is complete, click Send Report.
Fill out the information on the Connectivity Test and then click Send report.

Why are websites displaying in a foreign language?

If Google or other websites display in Chinese or Belorussian characters when ioloVPN is activated, this is most likely occurring because you are connected to one of our foreign servers. ioloVPN may automatically change the default language of websites to the language of the ioloVPN server you are accessing.

To change the server you are accessing:

Click on the ioloVPN icon in your system tray, and then select Settings. The Settings window appears.
Click the Advanced tab to view the Advanced settings. The Advanced settings screen appears.
The Change Location and Change Server drop-down menus allow you to change the ioloVPN Internet server location and specific server you are accessing, which changes your apparent location other websites think you are coming from. It also changes your IP address.
Click Apply after selecting a new location and/or server to access that server.

What information does Customer Support need to resolve my problem?

If you are contacting Customer Support with an issue, it is helpful to include the following information:

Name and email address associated with your ioloVPN account.
Your phone number and the best time to contact you.
Your subscription type (if applicable), such as monthly, annual, or pay-as-you-go.
The version of ioloVPN currently installed on your device. To find this out:
- Desktop / Laptop — Click on the ioloVPN icon and select About.
- Apple — Tap on the ioloVPN icon, tap Help, then About.
- Android — Tap on the ioloVPN icon, tap ?, then tap About Application.
Your device type (PC, iOS, Android) and operating system. To find this out:
- PC — From the Start button, enter 'computer' in the search box, right-click Computer, and then click Properties.
- iOS — Go to Settings > General > About > Version
- Android — Go to Menu > Settings > About Device

If you are having trouble connecting, please tell us the server to which you are trying to connect, or which is selected as your default. Also include your location when you were attempting to connect (home, office, etc.).