Getting Started
Troubleshooting
Setup Guide
Account & Billing
VPN Use Cases
FAQs Before Purchase
Account Upgrade
For Users in China
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Windows Setup Guide
For those that are having a hard time setting up PureVPN on their Windows supported devices, the following guide will do wonders for them.
Things to Consider:
Before you begin, please make sure that:
- You have a working internet connection
- Windows Supported Device.
- A Premium PureVPN account (if you haven’t bought it yet, click here to buy)
Configuring PureVPN on Windows is very easy and you can configure it either on PureVPN windows Software (Recommended) or you can also set it up manually.
Download PureVPN Software (Recommended):
How to connect Old PureVPN app
Manual Setup Guides:
Some users experience connectivity issues when they try to connect with our app. Such users are advised to setup PureVPN Manually on their Windows device.
Please use the comment box for your suggestions & feedback. For additional help, please submit support ticket with errors and screen shots (if possible) OR Contact our 24/7 live chat.
Tags: Windows guide
Comments (87 )
Can someone explain the differences between all the services offered?
Stream
Internet Freedom ( change IP or something)?
Security/Privacy
File Sharing
Remote
What do they all do, specifically.
Thank you
Hi,
Thanks for reaching out. Kindly have a look at this article which gives detail insight about the purpose of each mode https://support.purevpn.com/why-we-have-created-modes-find-out-now-new-windows-software-beta
Hope this helps, feel free to reach out if you still have any questions!
Is there a video that can help with set-up?
Hi,
Thanks for reaching out. First download PureVPN app for Windows from this page https://billing.purevpn.com/get_started.php
and then follow this video tutorial https://www.youtube.com/watch?v=ULXUGntIEkU&list=PL5XtuVEOffrfYWJUYHs4tRk60zcBQJpDA
Hope this helps, feel free to join us on 24/7 live chat if you need further assistance!
Hi,
Thanks for reaching out. If PureVPN disconnects then you IP reverts back to your real IP. But there is nothing to worry, we have a special in app feature ‘Internet Kill Switch’ you just activate it and then your IP will not be exposed as it will kill your internet activity when your vpn gets disconnected.
Hope this answers your query, let us know if you have further questions!
Hello, i have onde question. If the purevpn disconnects automatically, my real ip will be exposed?
Hello, i have onde question. If the purevpn disconnects automatically, my real ip will be exposed?
We are sorry for the inconvenience. Kindly reset Windows firewall settings and run PureVPN app as admin then.
Hope this will fix the problem. Feel free to reach out if you still face any issue!
The most worrying problem is that the PureVPN disconnects of its own accord, but the kill switch does not activate, so one’s real IP address is there for all to see.
PureVNP should resolve this problem immediately
Hi,
Thanks for reaching out. There is ‘NO’ difference in double clicking the desktop icon or right clicking “connect” in the dial up section.
Hope this answers your query, let us know if you have more questions!
We really apologize for the inconvenience. There is a way to quickly resolve any issue and that is ‘Remote Assistance’ you can freely join us on live chat and ask for ‘Remote’ support.
Hope this will help!
This software is very difficult to understand. There are so many settings and they all mean nothing to me. Every time I try to chat with tech support, they send me around to each other because none of them know the real answer. If you do not have 10 hours to try every setting and re-install 4 or 6 times each hour, then….
well, i might just get a refund
Hi, whats the difference in connecting between double clicking the desktop icon or right clicking “connect” in the dial up section? is it the same connection or does it do something different? I typically use PureVPN for online gaming mainly C.O.D (low ping and connection speed are priority) although any protection from random dos /ip attacks are very advantageous too 🙂
I am soooooooo disappointed with this app. and what’s worse, is the support staff are completely
inept. they are really, really horrible. everytime i try to connect it, i get a dotras.rasexception thrown
error. and no matter what i do, it does it every time i try to connect. as soon as it does, i have no
internet, until i disable purevpn. this is extremely disappointing. the supports answer, was to have
me try to uninstall and reinstall four different versions of the app. horrible support. they didn’t know
jack crap about the software. if someone doesn’t get me straight in the next day or so, i will be getting
a refund.
Hi Stev,
We are extremely sorry for the inconvenience. On rare occasions, we are unable to resolve our valuable customers issue instantly despite our best efforts but don’t worry we are here to get you connected.
You are suggested to connect PureVPN app using ‘OpenVPN’ protocol then you should not get this error.
Looking forward to your positive feedback!
xd
Hi, i need my username and password please, could you send me an email?
Hi,
Thanks for reaching out. Kindly share your paid Invoice no or Payment slip so we may track your account and send you credentials accordingly.
Looking forward to hear from you!
Hi,
Thanks for reaching out. As per standard process, some payment methods are set on auto recurring and some not. If you select a payment mode that is on auto recurring then your PureVPN account will be auto-renewed at the end of your membership tenure, if you do not wish to keep auto recurring then you can simply cancel.
Hope this answers your query, you can also join us anytime on live chat for any assistance!
If I sign up for a 2 year contract, what happens at the end? Will I be automatically charged some new higher amount if I don’t cancel beforehand?
Hi,
We are sorry for the inconvenience. Kindly let us know on which device you have setup PureVPN and whether you are using manual connection or our app? so we may assist you in better way.
can i get my username and password pls?
Hi,
We are sorry for the inconvenience. Can you please share your Invoice no or Payment slip with us at [email protected] so we may be able to send your Username and Password.
Thanks for understanding!
every time I try to connect I get the error “the system could not find the phone book entry for this connection” I have uninstalled and reinstalled twice with the same error. any ideas? happens for every country
Hi,
We are sorry for the inconvenience. Kindly check again and make sure to see your Junk/Spam folder as well, you may find credentials email there.
If you still face issues in finding email then kindly join us on live chat so we may assist you accordingly
Hi,
We are sorry for the inconvenience. Kindly check again and make sure to see your Junk/Spam folder as well, you may find credentials email there.
If you still face issues in finding email then kindly join us on 24/7 live chat so we may assist you accordingly
i can’t found my PureVPN Username and Password please send to my email id
can i get my username and password pls?
i need them
Hi,
Thanks for reaching out. We have sent you PureVPN Username and Password again on your email..
Let us know if we can help you with anything else!
Hi I have missing my PureVPN Username and Password plz send to my email id plzzz now fast
hello, it says the hostname has been sent to my email address but i can’t find it.
Hi,
It seems that you are looking for your PureVPN Username and Password, we have sent it down again on your email, please check again and make sure to see your Junk/Spam folder our email could be found there.
Let us know if you still have any questions!
Hi,
Its a good question, we have created different modes to further simplify the VPN process for our users. So lets say you want to do streaming, just connect PureVPN using our ‘Streaming Mode’ and it will give you best streaming experience.
If you want to know more about each mode then you should read this article
https://support.purevpn.com/why-we-have-created-modes-find-out-now-new-windows-software-beta
Feel free to reach out if you still have any question/confusion.
just joined but now sure what to choose? when connecting am i choosing ” auto” ? what mode am i choosing? whats difference between security/privacy and internet freedom?
Hi,
We are sorry for the inconvenience. You can join us on 24/7 live chat and we will help you get started.
Thanks!
Dear mod.
I have forwarded your Bitcoin wallet but I do not understand sign into purevpn like. I do not get any mail password from registered
I just signed on to pure vpn but when I turned it on my internet became extremely slow videos constantly buffering. What could be the issue. Thank you.
Simon.
Hi Simon,
We are sorry for the inconvenience. There could be couple of reasons for slow buffering as you know speed depends on various factors. We would suggest you to follow instructions given on this article, it might help https://support.purevpn.com/how-to-turbo-charge-your-vpn-speed
If you still face speed issues then kindly join us on 24/7 live chat so we may assist you in better way.
Final Testing
ABC – Test – Faisal
test – faisal
test
test
good article – furqan
Test
Hi Roy,
We are sorry for the inconvenience. Can you please join us on live chat so we may analyze the issue and guide you accordingly.
Thanks for understanding!
I have a signature error from Norton when downloading the client
Hi,
I am sorry for the inconvenience. PureVPN works fine with Windows 10, kindly try to connect with OpenVPN. You can follow this tutorial if you need to: https://support.purevpn.com/how-to-setup-vpn-on-windows-10
Feel free to contact us if you need further assistance!
Is it working on windows 10? I keep getting this RAS Server stuff
Works fine for me on basic install
Hi,
I am sorry for the inconvenience. Kindly run PureVPN with admin rights and the connect.
If issues persists the uninstall PureVPN from your system and reinstall from this link https://s3.amazonaws.com/purevpn-dialer-assets/windows/app/purevpn_setup.exe
Let us know if you need further assistance!
Hello, A soon as I open the program says connecting please wait while we connect you to your chosen server. its just stays like that and the icon on the right bottom part is yellow.
Hi,
A apologies for the inconvenience. I would recommend you to type your Username and Password manually, do not copy/paste, hopefully this would resolve the issue.
If problem persists then please join us on live chat, we are available 24/7 for your assistance!
everytime i try to connect i get vpn error 691 it says the remote connection was denied because the username and password combination you provided is not recognized, or the selected authentication protocol is not permitted on the remote access server. Sir please help.
Hi I Need Help with My Connecting when i try to connect my VPN It tell me authentication failed need help with that
Joyce, I would be more than happy to assist you. Authentication failed error comes when you enter either wrong Username or Password, I would recommend you to type the username and password manually, do not copy/paste and avoid spaces, then connect.
Let me know if it works out!
Hi Carlo,
I am sorry for the inconvenience. In this case, I would request you to kindly join us on 24/7 live chat so we can assist you in better way.
Thanks for being patient!
Hi, any time I try to get connect I am unable to do it and all I get is a message saying “connection attempt timed out”. Please help me with this.
Hi,
I am sorry for the inconvenience. Kindly follow this tutorial https://support.purevpn.com/how-to-access-sports-channel-using-purevpn
Let me know if you still have any question/confusion!
Hi,
Thanks for reaching out to us. You can use our “Split tunneling” feature for this purpose. It is available on our Old Windows App. You can download the app from this page http://billing.purevpn.com/get_started
Feel free to contact us if you have further question.
I just purchased your subscription but I am unable to find and stream the channels…pls can you help me with a step wise process of getting access to your sports channels?
Hi. When are you going to add app-specific vpn? Like I need my browser and messenger to be encrypted and leave everything else default.
Hi,
Thanks a lot for appreciating! It really means a lot to us. If you ever need any assistance always feel free to contact us, we will be more than happy to help you out!
thanks purevpn free, i love u
Hi,
Thanks for reaching out to us. Can you please tell me for which purpose you want to use VPN? so, I can assist you in better way.
Hello,
i am from india.. i have been purchased your VPN.. and i have installed on my Windows 10 without any errors… but if even i connect my VPN it’s not increasing my Speed…maybe you guys can help me?
Hi,
I apologies for the inconvenience. We have sent you an e-mail please check.
Feel free to contact us if you need further assistance!
Hello. I am a new client in China. I am afraid I cannot download the installation software on your website. I think my download request probably was blocked by the authority. And I have to repetly contact with the support service for help, and finally got the windows version app I wanted from your staff. Unfortuanately, the installation cannot run with unknown error. I am quite anxious now and ask for solutions.
Hi,
I am sorry for the inconvenience. I have sent an email on your QQ id, kindly check and let me know if your problem is solved now.
I will be waiting for your precious feedback.
Yes, my problem has been solved now. Thank you for your concern.
Hi,
I am glad your problem is solved. If you ever need any assistance feel free to contact us, we will be more than happy to assist you.
Thanks and have a great day!
Hi,
I am sorry for the inconvenience. I would request you to download and install PureVPN software by this link https://s3.amazonaws.com/dialer_downloads/purevpn_setup-v3-2-1-0.exe
Let me know if it works out!
Hello,
I’m french.
I just subscribe to your VPN.
I using Windows XP.
At the end of the software installation ,
I have this error message ==> installer with display.
Thank you for helping me solve this problem.
With regards.
Gilles
hi i cant sign in using useename and password from my email. i keep getting wrong username and password even i double or triple check
Hi,
I am sorry for the inconvenience. Kindly try to enter username and password manually do not copy/paste it. If it still does not work then change your password, this tutorial will help you change your password https://support.purevpn.com/how-to-change-client-area-or-vpn-password
Let me know if your issue is resolved…
hey i cannect your vpn what is the problem , i purched tody ,,
Hi James,
I apologies for the inconvenience. Kindly uninstall PureVPN software , reboot your PC and then download and install from this link: https://s3.amazonaws.com/dialer_downloads/purevpn_setup.exe then check.
Feel free to contact us if you need further assistance!
Hi I cant sign in using username and password , I keep getting check your internet ,
all is working ok
Hi,
I am sorry for the inconvenience. Please connecting with different protocols. If it does not work then let me know if you are using PureVPN app or manual connection? So I can assist you in better way.
Hi Himanshu Desai,
Thanks for your appreciation. Allow me to explain about social media plugin and latest and greatest section. Most of our users find it very useful that’s the reason we have put it there your concern is, it slows down the client so on that I would say you do not need to worry at all as it does not slow down the client.
Let me know if you have further question or concern, I will be more than happy to assist you!
I can’t connect network it stuck in connecting. It say please wait while we connect you to your chosen sever. i use win7
Hi,
Thanks for reaching out to us. I will try to answer each query one by one.
1- Regarding minimize option on startup: We are planning to add this in near future.
2- Android client is slow: I am unable to understand this, can you please elaborate?
3- We do not have ads in our windows client If I am not wrong, you would be referring to our “latest and greatest” section which is specially made to update our valuable users like you about latest news of industry and uses of VPN.
I hope I have answered your queries, if you still have any question or confusion feel free to contact us!
Hi,
I am sorry for inconvenience. Please share the name of antivirus. So we can find out the issue. For now, i would recommend you to disable antivirus and download.
Please let me know how this works out!
anti viruse stoping the downloads… its says its a viruse !
It is really helpful guide, especially for a person new to VPN. Now my next step is putting credentials to log in. Kindly help me with that too. Where to find the credentials. Thanks
Kindly read this article for complete guide on getting PureVPN Credentials. Thanks…
http://support.purevpn.com/how-to-get-the-vpn-credentials
PureVPN is working fine on Windows 10. You just need to do some tweaking as mentioned on the following support article.
http://support.purevpn.com/windows-10-help