Getting Started
Troubleshooting
Setup Guide
Account & Billing
VPN Use Cases
FAQs Before Purchase
Account Upgrade
For Users in China
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Billing FAQs – PureVPN
Have any billing-related questions ? Get all the answers to your questions with these billing FAQs.
1 I have been charged twice. What should I do?
There are two ways to go about it:
- You can have your subscription extended against the extra payment.
- You can submit a refund request and we will update you within 60 minutes.
2 How can I get my PureVPN invoice/bill?
Just login to your Member’s Area on our website and view/download your invoices from the invoices tab.
3 Can I reactivate my account after cancelling it?
We fear nothing more than the thought of you browsing the internet without the cover of our security. To reactive your account, just:
- Get a new subscription and continue.
- Renew your previous account by talking with our live chat agents.
4 What’s the refund process for iTunes?
Since Apple takes care of the refunds for iTunes itself, you can contact them by visiting these links:
– iTunes refund: http://support.apple.com/kb/ht1933
– iTunes cancellation: http://support.apple.com/kb/HT4098
5 What’s the refund process for Playstore?
Since Google takes care of the refunds for Playstore itself, you can contact them by visiting this link:
https://support.google.com/googleplay/answer/2476088?hl=en
6 Can I upgrade to a new plan even if my account is up-to-date?
Yes. You can upgrade to a new account even if your account is up-to-date. However, we recommend that you join us on live chat or email us to avoid any discrepancies.
7 How does the money-back guarantee work?
Just place a refund request from your Member’s Area under your current Active subscription OR proceed directly with this link: https://my.purevpn.com/refundrequest
8 How do I pay an invoice?
Just login to your Member’s Area and select your desired payment mode under the invoices tab to pay.
9 How do I cancel an unpaid invoice?
To have an invoice cancelled, just join us on our live chat or send an email to [email protected]
10 How do I add or remove a PayPal billing agreement?
PayPal billing agreements are managed by your own PayPal account. To add or remove a billing agreement, just follow the steps mentioned below:
- Login to your PayPal account.
- Click Profile at the top of the page.
- Click My Money then click Update beside My preapproved payments to find your payment.
- Select the payment, and then click Cancel.
11 Can I undo a cancellation request and keep the service active?
Yes. Just contact us via live chat or send an email to [email protected]
12 How do I change my subscription term?
Contact us via live chat or send an email to [email protected]
13 Can I change my payment method to a different one?
Contact us via live chat and our agents will help in changing your payment method. You can also send an email at [email protected] and we’ll get back to you.
14 Do you have a referral program?
Yes, we do offer a referral program. Visit this link to proceed. https://www.purevpn.com/refer_a_friend?utm_source=livechat&utm_medium=chat&utm_campaign=rafsupport
Comments (35 )
I paid for the vpn with alipay how long will it take to receive an email?
You are requested to join us on our 24/7 Livechat and our team will assist you in real time .
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 .
Apologies on the inconvenience. How about you join our technical experts on live chat and have this resolved in more efficient manner 🙂
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
Brad
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
15D40523X20017331
Seller information
GZ Systems Limited
http://www.PureVPN.com
[email protected]
Purchase details
Item amount$59.99 USD
Total$59.99 USD
Your auto renewal has been cancelled and your last recurring payment has been refunded as well .
i want to submit to purevpn to enjow surffing with other ip
Could you please share with us the purpose of using PureVPN in more detail so we may assist you further .
Hi,
Please cancel my subsription and refund the amount due as well as the double extra payment I made
mistakely.
Thanks,
Ron W Mall
We apologize for any inconvenience. May I know the reason for cancellation, so we may be able to improve our product / service accordingly..?
Sorry, this payment method is not available in your country. Why it show. Please add only webmoney for payment method.
Could you please confirm the payment method from which you are trying to pay so we may assist you further .
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.
Regards
Mario
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..?
Your cancellation form does not work, making it impossible to cancel via your suggested form.
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..?
I want to stop my account,please dont charge my credit card…
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..?
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.
email is wrong on my account i cant log in to pay n accesss
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?
\
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!!
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
Hi
I would like to close my account and you stop charging my credit card. Inmediately.
Francisco Correa
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?
Please refund per your guarantee. Thanks.
Hi,
I want to deactivate my vpn and delete the account. How would I do that?
cheers,
suresh
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
I have two (2 VPN accounts already purevpn0s2543300 and purevpn0s6574385 and neither works. I have a good internet connection. What is the problem.
can you tell me my ACCOUNT DETAILS please?
Quite possibly the most frustrating way to login I’ve ever experienced.
Hi
I have a NEW computer, and I don’t know my VPN account login details.
Can you help?
Thanks
Ben Mackenzie
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.
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.
I want to stop using purevpn and get my money back.
What should i do?
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.