Prime VPN

Prime VPN creates a secure, encrypted connection between your device and the internet. When it's on, your traffic is routed through one of our servers, which:

• Encrypts the data leaving your device, so others on the same network can't read it.
• Masks your real IP address and shows the server's location instead.

This is useful on public Wi-Fi, on shared networks, or any time you want more privacy. For specifics on what we do and don't collect, see the Privacy Policy.

Open Prime VPN and tap the main connect button on the home screen. The app connects to a recommended server for you.

1. Open the app.
2. Tap Connect.
3. Wait for the status to change to Connected.

The first time you connect, your device may ask you to allow a VPN configuration — approve it to continue. To disconnect, tap the same button again.

From the home screen, open the server or location list and pick the country or city you want, then tap it to connect.

• A nearby server usually gives the best speed.
• A server in another country changes your apparent location.

If you're not sure, use the recommended or fastest option and the app picks a good server for you.

Yes. Once connected, Prime VPN keeps protecting your traffic while you use other apps and while the app is in the background. Your device shows a VPN indicator in the status bar while it's active.

Some devices close background apps to save battery. If the VPN drops when the app isn't open, check that your battery or background-activity settings aren't restricting it.

A few steps usually fix this:

1. Switch servers — pick a different location and try again; a single server can be busy or briefly down.
2. Toggle the connection off and on.
3. Check your internet without the VPN — if regular pages don't load, the issue is your network.
4. Restart the app, and if needed your device.
5. Update the app to the latest version.

If it still won't connect after trying other servers, email [email protected] with your device model and OS version so we can help.

Occasional drops are usually caused by an unstable underlying network. Try these:

• Move closer to your Wi-Fi router or switch to a more stable network.
• Connect to a different, nearer server.
• Turn off battery saver or background-data limits that can close the connection.
• Update to the latest version of the app.

Weak mobile signal and switching between Wi-Fi and cellular can also cause brief reconnects. If drops are frequent on a strong connection, contact [email protected].

Some slowdown is normal with any VPN, because your traffic is encrypted and takes a longer route. To get the best speed:

• Connect to a server that's geographically close to you.
• Try a different server in the same region if one feels slow.
• Test your speed with the VPN off to see your baseline — the VPN can't be faster than your underlying connection.
• Close bandwidth-heavy apps running in the background.

If speeds are far below your normal connection across several nearby servers, let us know at [email protected].

A kill switch blocks your internet if the VPN connection unexpectedly drops, so your traffic isn't exposed while it reconnects. If it's available on your platform, you'll find it in the app's settings. Availability can depend on your device and operating system.

If you rely on this and can't find it, email [email protected] with your device and OS and we'll confirm what's supported.

Prime VPN is built to protect your privacy. Your traffic is encrypted and your real IP address is masked while you're connected, and we aim to collect as little data as possible to run the service.

We don't want to overstate specifics here, so for exactly what is and isn't stored — and for how long — please read our Privacy Policy, which is the authoritative source.

Yes. While you're connected, the traffic between your device and our server is encrypted, so others on the same network — like people on public Wi-Fi — can't read it.

Encryption applies to traffic sent through the VPN tunnel while it's active. For full details, see the Privacy Policy.

We aim to minimize the data we collect and to use it only to operate and improve the app. This can include basic technical and app-diagnostic information.

Rather than list specifics that could change, we keep the authoritative details in one place: please see our Privacy Policy. If you have a specific question, email [email protected].

Yes. When you're connected, websites and apps see the IP address of the VPN server instead of your device's real IP. This masks your real IP, and your apparent location becomes that of the server.

To change your apparent location, connect to a server in a different country. For more on how this relates to your privacy, see the Privacy Policy.

Yes. Install Prime VPN on your other devices from the same app store and sign in or subscribe there.

• A subscription is tied to your store account (Apple or Google), so it's available on devices signed in to that account.
• If you don't see your subscription on a new device, use Restore Purchases and confirm you're signed in with the same store account.

Limits on simultaneous connections can vary, so if you're unsure, email [email protected].

A VPN changes your apparent location, which can affect what content is available. However, access to specific streaming services isn't guaranteed and can change, since those services manage access on their side.

• You can try connecting to a server in the region you need.
• Some services detect and block VPNs, and that behavior can change at any time.

We can't promise access to any particular service. For general help, contact [email protected].

Yes — public Wi-Fi is one of the best times to use it. On open or shared networks, others can try to snoop on unencrypted traffic; with Prime VPN connected, your traffic is encrypted and your IP is masked.

• Connect before you start browsing or signing in to accounts.
• If your device switches networks, the app reconnects; keep it on for continued protection.

If the connection drops on a particular network, try a different server.

Subscriptions are billed through the app store, so you cancel them there — not inside the app.

iPhone / iPad (Apple)

1. Open Apple subscription settings.
2. Tap your Prime VPN subscription.
3. Tap Cancel Subscription.

Android (Google Play)

1. Open Google Play subscriptions.
2. Select Prime VPN.
3. Tap Cancel subscription.

Cancelling stops future charges. You keep access until the end of the current billing period.

Premium removes free-plan limits. Depending on your plan and platform, it may include:

• Access to all server locations.
• Faster, less congested servers.
• No ads.
• Use across your devices.

Exact features can vary by plan and can change over time, so check what's listed on the subscription screen before you buy. If something isn't working as expected, email [email protected].

If your plan includes a free trial, it converts to a paid subscription automatically when the trial ends, unless you cancel before then. This is how Apple and Google handle trials.

• To avoid being charged, cancel before the trial ends — you keep access until it expires.
• iOS: Apple subscription settings
• Android: Google Play subscriptions

The exact renewal date and price are shown in your store's subscription settings.

If you already subscribed but don't see Premium — for example on a new device or after reinstalling — use Restore Purchases.

1. Open Prime VPN and go to the subscription or settings screen.
2. Tap Restore Purchases.
3. Make sure you're signed in with the same Apple or Google account you used to buy.

Restore only works with the original store account. If it still doesn't restore, email [email protected].

As a matter of policy, we don't provide refunds for digital purchases. Subscriptions are billed by Apple or Google, and any store-side refunds are handled and decided by them, not by us.

• To stop future charges, cancel in your store: Apple or Google Play.
• To ask a store about a refund: Apple or Google Play.

If you believe you were charged in error, email [email protected] and we'll look into it, though we can't guarantee an outcome.

We understand, but we don't refund digital purchases, and the charge is processed by Apple or Google when a trial converts to a paid plan.

• Cancel now to prevent further charges: Apple or Google Play.
• You can request a refund directly from the store, which decides these case by case: Apple or Google Play.

If you think this was a genuine billing error, email [email protected].

We don't refund digital purchases as a matter of policy, but the store may be able to help, since Apple and Google process the payment.

• Cancel to avoid future charges: Apple or Google Play.
• Request a store refund (their decision): Apple or Google Play.

For a genuine billing error, contact [email protected] and we'll take a look.

You can ask us to delete your data. Send a request from your account email to [email protected] with the subject "Delete my data," and we'll process it in line with privacy laws such as GDPR and CCPA.

• Tell us the platform you use (iOS or Android) so we can locate your records.
• Deleting your data is separate from cancelling billing — cancel your subscription in the store if you also want to stop charges.

For what we store and how we handle it, see the Privacy Policy.

Depending on where you live, you may have rights under laws like GDPR or CCPA — for example to access, correct, or delete your personal data, or to object to certain processing.

To exercise any of these, email [email protected] from your account email and tell us what you'd like to do. Full details are in our Privacy Policy.

Email us at [email protected] from the email associated with your use of the app, and describe your request (for example, access or deletion).

• Include your platform (iOS or Android).
• Sending from your own account email helps us verify the request.

See the Privacy Policy for how we handle these requests.

If the app says Connected but nothing loads, try these in order:

1. Switch to a different server or location.
2. Disconnect and reconnect.
3. Test the internet with the VPN off — if it also fails, the problem is your network.
4. Restart the app, then your device.
5. Update to the latest version.

If other apps work but one doesn't, that app may be blocking VPNs. Still stuck? Email [email protected] with your device and OS.

Frequent disconnects or crashes are usually fixed by:

• Updating Prime VPN to the latest version.
• Restarting the app, then your device.
• Turning off battery saver or background restrictions that can close the app.
• Reinstalling the app — your subscription stays with your store account, so use Restore Purchases afterward.

If it keeps happening, email [email protected] with your device model, OS version, and when it happens so we can investigate.

If you were charged but Premium isn't showing:

1. Open the app and tap Restore Purchases.
2. Confirm you're signed in with the same Apple or Google account used for the purchase.
3. Restart the app after restoring.

Payments are processed by the store, so a restore usually reconnects your subscription. If Premium still isn't active, email [email protected] with your platform and the purchase date (a store receipt helps) and we'll sort it out.