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Billing FAQs – PureVPN

Jul 27, 2018
Feb 22, 2023
35 Comments
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Have any billing-related questions? Get all the answers to your questions with these billing FAQs.

I have been charged twice. What should I do?
  • There are two ways to go about it.
  1. You can have your subscription extended against the extra payment.
  2. You can submit a refund request and we will update you within 60 minutes.
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.
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:
    1. You can have your subscription extended against the extra payment.
    2. Renew your previous account by talking with our live chat agents.
    3. 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:
    1. iTunes Refund:
    2. iTunes Cancellation:
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:
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.
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:
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.
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]
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:
    1. Login to your PayPal account.
    2. Click Profile at the top of the page.
    3. Click My Money then click Update beside My preapproved payments to find your payment.
    4. Select the payment, and then click Cancel.
Can I undo a cancellation request and keep the service active?
How do I change my subscription term?
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.
Do you have a referral program?
  • Yes, we do offer a referral program. Visit this link to proceed.
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Comments (35 )

35 Comments

  1. Phailada souphap says:
    October 11, 2018 at 11:28 pm

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

    Reply
  2. jeremy alvarado says:
    October 8, 2018 at 4:08 pm

    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 .

    Reply
    • admin says:
      October 16, 2018 at 6:00 am

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

      Reply
  3. Bradley Martin says:
    October 8, 2018 at 2:02 pm

    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

    Reply
  4. youssef says:
    October 8, 2018 at 8:13 am

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

    Reply
  5. Ronald W Mall says:
    September 29, 2018 at 6:55 pm

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

    Thanks,
    Ron W Mall

    Reply
    • admin says:
      October 12, 2018 at 9:30 am

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

      Reply
  6. Sathi says:
    September 28, 2018 at 1:32 pm

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

    Reply
  7. mario says:
    September 24, 2018 at 2:52 am

    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

    Reply
    • admin says:
      October 12, 2018 at 7:55 am

      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..?

      Reply
  8. Jeff Trost says:
    September 22, 2018 at 8:11 pm

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

    Reply
    • admin says:
      October 12, 2018 at 6:45 am

      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..?

      Reply
  9. jelena says:
    September 21, 2018 at 3:36 pm

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

    Reply
    • admin says:
      October 12, 2018 at 6:37 am

      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..?

      Reply
  10. Jesse Hickey says:
    September 16, 2018 at 12:52 pm

    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.

    Reply
  11. allen says:
    September 15, 2018 at 9:41 pm

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

    Reply
  12. mike warner says:
    September 12, 2018 at 4:02 pm

    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?
    \

    Reply
  13. MENGFAN QIN says:
    September 12, 2018 at 11:55 am

    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!!

    Reply
  14. Lois Petch says:
    September 12, 2018 at 9:03 am

    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

    Reply
  15. Francisco says:
    September 10, 2018 at 11:26 am

    Hi

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

    Francisco Correa

    Reply
  16. steve bilson says:
    September 9, 2018 at 8:14 pm

    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?

    Reply
  17. Christopher R Veres says:
    September 9, 2018 at 1:26 am

    Please refund per your guarantee. Thanks.

    Reply
  18. Suresh says:
    September 8, 2018 at 2:58 pm

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

    Reply
  19. Gene McCutchen says:
    September 7, 2018 at 3:35 pm

    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

    Reply
  20. Joseph W Dominguez says:
    September 7, 2018 at 11:46 am

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

    Reply
  21. ben says:
    September 6, 2018 at 11:47 pm

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

    Reply
  22. ben mackenzie says:
    September 6, 2018 at 3:32 pm

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

    Reply
  23. Ismaaeel says:
    September 5, 2018 at 6:13 am

    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.

    Reply
  24. Rudy Champa says:
    September 4, 2018 at 3:41 pm

    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.

    Reply
  25. XIA JUN says:
    September 4, 2018 at 10:41 am

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

    Reply
  26. alvaro de sousa says:
    September 4, 2018 at 7:58 am

    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.

    Reply