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I Haven’t Received My Login Information, What Should I Do?

Service Delivery
Jul 27, 2018
Jul 03, 2019
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There are various reasons which can keep you from receiving your account login information. We’ll be outlining the most common ones below:

Is your email address correct?

Please ensure that your email account is correct. We have sent you PureVPN Username and Password to the email address you’ve registered with us.

Emails may go to your Spam folder: Our emails to you might be going to your Spam/Junk folder so kindly have a look at your Spam folder.

Email host may block emails coming from our account system: It’s possible that some email hosts misinterpret the emails coming from our accounting system and may have flagged our domain as spam. The only recourse in this case would be to change your email address associated with PureVPN, to one on an entirely different email domain. 

Delay in Payment Confirmation

Usually, some payment services take time to verify your payment and notify us about the payment confirmation, which leads to the delay in account issuance. If you have made the payment via either BitPay or Bank Transfer, then please do as follows;

1- BitPay: Takes at least 3 hours till you receive confirmation of your payment.

2- Bank Transfer: A payment via Bank transfer can take 3 to 7 working days to receive payment confirmation as this is the standard verification time for this method.


In case, you still have not received the payment confirmation in standard time, then it is suggested that you send your transaction details via email to [email protected] and we will assist you accordingly.

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Comments (35 )


  1. Phailada souphap says:

    I paid for the vpn with alipay how long will it take to receive an email?

  2. jeremy alvarado says:

    I would like to request a refund due to the poor services of a lot buffering when using the vpn blocker . I have talked to 3 customer service clerks on helping me prevent the buffering but still continues to buffer when streaming videos. The purpose of getting a vpn blocker was to prevent the buffering .

    • admin says:

      Apologies on the inconvenience. How about you join our technical experts on live chat and have this resolved in more efficient manner 🙂

  3. Bradley Martin says:

    Hi Team,

    I request a refund of the auto payment made 09 Oct 2018 as I no longer use your service please close my account and refund the amount shown below on the receipt provided below

    Kind regards


    Paid with
    VISA x-2952
    You’ll see “PAYPAL *PUREVPN” on your card statement.
    Exchange rate
    $88.31 AUD = $59.99 USD
    1 AUD = 0.6793 USD
    Manage GZ Systems Limited payments
    Transaction ID
    Seller information
    GZ Systems Limited
    [email protected]
    Purchase details
    Item amount$59.99 USD
    Total$59.99 USD

  4. youssef says:

    i want to submit to purevpn to enjow surffing with other ip

  5. Ronald W Mall says:

    Please cancel my subsription and refund the amount due as well as the double extra payment I made

    Ron W Mall

    • admin says:

      We apologize for any inconvenience. May I know the reason for cancellation, so we may be able to improve our product / service accordingly..?

  6. Sathi says:

    Sorry, this payment method is not available in your country. Why it show. Please add only webmoney for payment method.

  7. mario says:

    i have looked everywhere to find a form or place to cancel my service.
    My ID is: purevpn0s972890.
    that means I do not want to renew for another 12 months.

    • admin says:

      I am sorry to hear that and we apologize for any inconvenience. May I know the reason for cancellation, so we may be able to improve our product / service accordingly..?

  8. Jeff Trost says:

    Your cancellation form does not work, making it impossible to cancel via your suggested form.

    • admin says:

      We apologize for the inconvenience you have faced so far, May I know the reason for cancellation, so we may be able to improve our product / service accordingly..?

  9. jelena says:

    I want to stop my account,please dont charge my credit card…

    • admin says:

      We are sorry to hear that and we apologize for any inconvenience. May I know the reason for cancellation, so we may be able to improve our product / service accordingly..?

  10. Jesse Hickey says:

    Hello. I’v entered my payment information and have not received any sort of confirmation, save for a message from my bank notifying me of the transaction.

  11. allen says:

    email is wrong on my account i cant log in to pay n accesss

  12. mike warner says:

    I can’t log in with my terminal It says wrong name or password I have tried many times I don’t know witch is wrong can you help?

  13. MENGFAN QIN says:

    I just bought one month !!!but I find out they keep charge my card for almost one year and I never use it !!I keep sending email but not working!!!!!please give me my money back!!

  14. Lois Petch says:

    Hi I purchased pure vpn a few months back. I had to reboot computer and did not have the vpn username and password wrote down. Can you please send it to me

  15. Francisco says:


    I would like to close my account and you stop charging my credit card. Inmediately.

    Francisco Correa

  16. steve bilson says:

    I have not received my account information for a 2 year plan I purchased today.
    The purchase was made on a kodi box (android version 6.0.1 and when I tried to download from google play, it said the version was not compatable with my device?

  17. Christopher R Veres says:

    Please refund per your guarantee. Thanks.

  18. Suresh says:

    I want to deactivate my vpn and delete the account. How would I do that?

  19. Gene McCutchen says:

    Please do not renew my account automatically as I do not wish to renew, can no longer justify this expense. So if you will, please save us both some time and effort and do not renew automatically.

    Thanks in advance!
    Gene McCutchen

  20. Joseph W Dominguez says:

    I have two (2 VPN accounts already purevpn0s2543300 and purevpn0s6574385 and neither works. I have a good internet connection. What is the problem.

  21. ben says:

    can you tell me my ACCOUNT DETAILS please?
    Quite possibly the most frustrating way to login I’ve ever experienced.

  22. ben mackenzie says:

    I have a NEW computer, and I don’t know my VPN account login details.
    Can you help?
    Ben Mackenzie

  23. Ismaaeel says:

    Dear Purevpn, i bought a vpn package from back in 2016 during the mid summer. The package was that i pay for 1 year and I get 1 year free. That means that my subscription should have ended by now but i have found out today from a live chat on your website that the subscription has automatically renewed itself for another 2 years. I was completely unaware of this. I would like to know how i can cancel this new subscription and any charges related to the cancellation. The email associated with this vpn package is : [email protected]

    Thank you.

  24. Rudy Champa says:

    I just tried your service for the past 30 days. I am still not sure I want to pay for 1 or more years.
    Your competition has much better prices but since I started with you guys I would like to continue evaluating. My biggest problem has been getting shut down after being on line for a while (over 2 hours) and then having to go through a whole bunch of crap to shut down everything reboot and start over. Also, instructions on how to work are not easy for me to understand. and I am NOT 100% convinced that no one is seeing my activity… the more I read, the more I find out I have to work to add stuff. MY QUESTION IS SIMPLE, IS THE ONLY PAY CHOICES 1 MONTH, 1 YEAR, 2 YEARS, AND 5 YEARS? I WOULD VERY MUCH LIKE TO GET 3MOS.

  25. XIA JUN says:

    I want to stop using purevpn and get my money back.
    What should i do?

  26. alvaro de sousa says:

    I do not understand why my account is disabled, In my bank the money is not returned, I pay $ 59.76 for two years of service. I do not understand why I should send a picture of my card, if the only way is to send the photo of my card, I’m not going to do it, I request the return of my money.