Help Center

Find answers to common questions about Vexonik VPN, troubleshooting guides, and how to get the most out of your subscription.

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Frequently Asked Questions

Quick answers to the most common questions about Vexonik VPN.

🚀 Getting Started

How do I get started with Vexonik?

  1. Choose a plan at vexonik.com/pricing
  2. Create your account with email or social login
  3. Download the app for your device from vexonik.com/download
  4. Log in and connect - tap "Connect" to secure your connection

First-time setup takes less than 3 minutes!

Do I need technical knowledge to use Vexonik?

No! Vexonik is designed for everyone:

  • One-click connect
  • Automatic server selection
  • Pre-configured security settings
  • Simple, intuitive interface

Just install, connect, and browse securely.

What's included in my subscription?

All plans include:

  • ✅ Unlimited bandwidth
  • ✅ Access to 50+ server locations
  • ✅ Military-grade encryption (AES-256)
  • ✅ Zero-logs policy
  • ✅ Kill switch protection
  • ✅ 24/7 customer support
  • ✅ Multi-protocol support (WireGuard, OpenVPN, IKEv2)

Device limits vary by plan:

  • Basic: 3 devices
  • Pro: 10 devices
  • Business: Unlimited devices

💳 Billing & Payments

What payment methods do you accept?

We accept:

  • 💳 Credit/Debit cards (Visa, Mastercard, Amex, Discover)
  • 🅿️ PayPal
  • 💰 Alipay (for Asia/China)
  • 💬 WeChat Pay (for China)
  • 🪙 Cryptocurrency (Bitcoin, Ethereum) - contact support

All payments processed securely via Stripe.

How does billing work?

Monthly plans:

  • Charged every 30 days
  • Renewal on same date each month
  • Cancel anytime

Yearly plans:

  • Charged once annually
  • Save up to 50% compared to monthly
  • Best value for long-term users

Auto-renewal: Subscriptions renew automatically unless canceled. You'll receive email reminders 7 days before renewal.

Can I get a refund?

Yes! 30-day money-back guarantee on all first-time purchases.

To request refund:

  1. Email support@vexonik.com within 30 days of purchase
  2. Include your account email
  3. Receive full refund in 5-10 business days

No questions asked.

How do I cancel my subscription?

  1. Log in to Dashboard
  2. Go to Subscriptions
  3. Click Cancel Subscription
  4. Confirm cancellation

Your access continues until the end of your billing period. No partial refunds after 30-day guarantee expires.

Can I upgrade or downgrade my plan?

Yes!

Upgrading: Effective immediately, prorated charge for remaining period

Downgrading: Takes effect at next renewal date

Change plans in Dashboard → Subscriptions → Change Plan

🔐 Security & Privacy

What is your logging policy?

Strict zero-logs policy. We do NOT collect, store, or log:

  • ❌ Browsing history
  • ❌ Traffic destinations
  • ❌ Data content
  • ❌ DNS queries
  • ❌ Connection timestamps
  • ❌ IP addresses (during active sessions)

We only collect:

  • ✅ Email address (for account management)
  • ✅ Payment info (processed by Stripe, not stored by us)
  • ✅ Anonymous bandwidth usage (total only, no destinations)

Verified by independent security audits. View audit reports

Is Vexonik really secure?

Yes! We use:

  • AES-256 encryption - Military-grade, same as banks and governments
  • Perfect Forward Secrecy - New encryption key for each session
  • DNS leak protection - Prevents exposure of browsing activity
  • Kill switch - Blocks internet if VPN drops
  • No-logs architecture - Can't share data we don't have

Can my ISP see what I'm doing?

No. Your ISP can only see:

  • You're connected to a Vexonik server
  • Amount of encrypted data transmitted

They CANNOT see:

  • Which websites you visit
  • What you download
  • Your online activities

Will Vexonik protect me on public Wi-Fi?

Absolutely! Public Wi-Fi is dangerous because:

  • Hackers can intercept unencrypted data
  • Fake Wi-Fi hotspots steal passwords
  • Man-in-the-middle attacks are common

With Vexonik:

  • All data encrypted before leaving your device
  • Hackers see gibberish even if intercepted
  • Safe to use banking, shopping, email on any network

Always connect to Vexonik BEFORE accessing public Wi-Fi.

🌍 Servers & Locations

How many servers do you have?

500+ servers across 50+ countries:

Asia-Pacific:

  • Japan (Tokyo, Osaka)
  • Singapore
  • Hong Kong
  • South Korea (Seoul)
  • Australia (Sydney, Melbourne)
  • India (Mumbai)
  • Taiwan

Europe:

  • UK (London, Manchester)
  • Germany (Frankfurt, Berlin)
  • France (Paris)
  • Netherlands (Amsterdam)
  • Switzerland (Zurich)
  • Spain, Italy, Sweden, Norway

Americas:

  • USA (New York, Los Angeles, Chicago, Miami, Seattle, Dallas)
  • Canada (Toronto, Vancouver)
  • Brazil (São Paulo)
  • Mexico

Middle East & Africa:

  • UAE (Dubai)
  • South Africa

View full server list

Which server should I use?

For best performance:

  • Use "Best Server" auto-selection (app chooses fastest)
  • Or manually select server closest to your physical location

For accessing specific content:

  • Netflix US → US servers
  • BBC iPlayer → UK servers
  • Hulu → US servers
  • Work in China → Nearby servers (Japan, Singapore, Hong Kong)

Can I access Netflix/streaming services?

Yes! Vexonik works with:

  • Netflix (US, UK, Canada, Japan libraries)
  • Hulu
  • Disney+
  • HBO Max
  • BBC iPlayer
  • Amazon Prime Video
  • And more

Servers optimized for streaming are marked in the app. Connect to country-specific server to access that region's content library.

Does Vexonik work in China?

Yes! We specialize in bypassing the Great Firewall.

Why Vexonik works:

  • Obfuscated servers hide VPN traffic
  • Multiple protocols (if one blocked, switch to another)
  • Constantly updated server IPs
  • 99.9% uptime during censorship periods

Best servers for China:

  • Hong Kong
  • Japan
  • Singapore
  • Taiwan

Tip: Download and set up Vexonik BEFORE traveling to China. VPN websites are often blocked there.

⚙️ Technical Support

Vexonik won't connect. What should I do?

Try these steps:

  1. Check internet connection - Ensure you're online without VPN
  2. Switch protocols - Settings → Protocol → Try OpenVPN or IKEv2
  3. Change server - Try different server location
  4. Restart app - Close completely and reopen
  5. Disable firewall temporarily - See if firewall is blocking VPN
  6. Reinstall app - Uninstall and download fresh copy

Still not working? Contact support@vexonik.com with:

  • Device type and OS version
  • Error message (screenshot if possible)
  • Server you're trying to connect to

VPN connection is slow. How can I speed it up?

Speed optimization tips:

  1. Use nearby server - Closer = faster (usually)
  2. Switch to WireGuard protocol - Fastest option (Settings → Protocol)
  3. Try different server - Current one might be congested
  4. Disable unnecessary features - Turn off kill switch temporarily
  5. Close bandwidth-heavy apps - Torrents, large downloads
  6. Check your base internet speed - VPN can't be faster than your connection

Expected speeds:

  • 100 Mbps connection → 80-95 Mbps with VPN
  • 50 Mbps connection → 40-48 Mbps with VPN

Still slow? Run speed test and contact support with results.

How do I enable split tunneling?

Split tunneling lets you choose which apps use VPN.

On Windows/Mac:

  1. Open Vexonik app
  2. Settings → Split Tunneling
  3. Enable feature
  4. Add apps to bypass VPN or select "VPN only for selected apps"

On Android:

  1. Settings → Split Tunneling
  2. Select apps to exclude from VPN

On iOS: Split tunneling not available due to Apple restrictions.

Use cases:

  • Exclude banking apps (some block VPN)
  • Route only browser through VPN
  • Use local network printer while VPN active

What is a kill switch and should I enable it?

Kill switch automatically blocks internet if VPN disconnects unexpectedly.

Why use it:

  • Prevents accidental exposure of real IP
  • Protects privacy if connection drops
  • Essential for journalists, activists, high-risk users

How to enable:

  1. Settings → Kill Switch
  2. Toggle ON
  3. Choose "Block internet" or "Allow local network"

Recommendation: Enable if privacy is critical. Disable if you need internet access even when VPN fails.

Can I use Vexonik on my router?

Yes! Protect entire home network by installing on router.

Benefits:

  • All devices protected automatically
  • No app installation needed on each device
  • Smart TVs, gaming consoles, IoT devices secured
  • Counts as 1 device toward your limit

Supported firmware:

  • DD-WRT
  • Tomato
  • AsusWRT
  • OpenWRT

View router setup guide

📱 Device & Platform Support

How many devices can I use simultaneously?

Depends on your plan:

  • Basic: 3 devices
  • Pro: 10 devices
  • Business: Unlimited devices

One license covers all your devices. Connect from phone, laptop, tablet simultaneously.

What platforms do you support?

Desktop:

  • Windows 10/11
  • macOS 11+ (Intel & Apple Silicon)
  • Linux (Ubuntu, Debian, Fedora, Arch)

Mobile:

  • iOS 14+ (iPhone, iPad)
  • Android 7.0+

Browser:

  • Chrome/Edge/Brave extension
  • Firefox add-on

Router:

  • DD-WRT, Tomato, AsusWRT, OpenWRT

Download apps

Can I use Vexonik on my Smart TV?

Two options:

  1. Install on router - Protects TV and all devices (setup guide)
  2. Native apps (coming soon):
    • Amazon Fire TV - Q2 2025
    • Android TV - Q2 2025
    • Apple TV - Q3 2025

How do I manage connected devices?

View and manage devices:

  1. Log in to Dashboard
  2. Go to Devices
  3. See list of all connected devices
  4. Click Disconnect to remote logout
  5. Click Remove to free up device slot

Useful if you hit device limit and need to connect new device.

🛠️ Account Management

How do I change my password?

  1. Log in to Dashboard
  2. Go to Settings → Security
  3. Click Change Password
  4. Enter current password + new password
  5. Save changes

Forgot password?

  • Click "Forgot Password" on login page
  • Enter your email
  • Check inbox for reset link

Can I change my email address?

Yes:

  1. Dashboard → Settings → Account
  2. Update email field
  3. Verify new email (check inbox for confirmation link)

How do I delete my account?

Permanent deletion:

  1. Cancel subscription first (Dashboard → Subscriptions)
  2. Dashboard → Settings → Account
  3. Click "Delete Account"
  4. Confirm deletion

Warning: This is permanent. All data deleted within 30 days. No recovery possible.

I forgot my password. How do I reset it?

  1. Go to vexonik.com/login
  2. Click "Forgot Password?"
  3. Enter your account email
  4. Check inbox for reset email (check spam folder)
  5. Click reset link and create new password

Link expires in 1 hour. Request new one if expired.

💬 Contact Support

How do I get help?

Multiple support channels:

Live Chat (24/7):

  • Click chat icon in bottom-right corner
  • Instant responses from support team
  • Average response time: < 2 minutes

Email Support:

Help Center:

Social Media:

What information should I include when contacting support?

Help us help you faster by including:

  • Account email
  • Device type and OS version (e.g., "iPhone 14, iOS 17.2")
  • Vexonik app version (Settings → About)
  • Error message (screenshot if possible)
  • Server you're trying to connect to
  • Steps to reproduce the issue
  • When did problem start?

More details = faster resolution!

🎓 Additional Resources

Setup Guides:

Learning Resources:

Company:

🔍 Still Can't Find Your Answer?

Contact our 24/7 support team:

💬 Live Chat: Available now (click bottom-right icon)
📧 Email: support@vexonik.com
🌐 Submit Ticket: vexonik.com/support

We're here to help! Average response time: under 2 hours.

Vexonik - Secure, fast, and reliable VPN for unrestricted internet access.