Support

Contact Support

Email is the fastest way to reach us. Please include your device (iPhone, iPad, or Mac), the app version, and a short description of the issue.

Getting Started

• Install Ciphra VPN from the App Store on your iPhone, iPad, or Mac.
• Open the app and tap Connect. The first time you connect, the system will ask permission to add a VPN configuration — approve it to continue.
• On Mac, you may also be asked to allow the Network Extension in System Settings > General > Login Items & Extensions.
• Choose a different server from the Locations screen at any time.

Subscriptions & Billing

Premium subscriptions for Ciphra VPN on iPhone, iPad, and Mac are purchased through the App Store. Payment is charged to your Apple ID and the subscription is managed by Apple.

To subscribe, open the app, go to the subscribe screen, and choose a plan. Apple will show you the price, billing period, and terms before you confirm the purchase.

Manage or Cancel Your Subscription

Because your subscription is managed by Apple, you change or cancel it through your Apple ID settings.

On iPhone or iPad

• Open the Settings app.
• Tap your name at the top, then Subscriptions.
• Select Ciphra VPN. From here you can change your plan or cancel the subscription.

On Mac

• Open the App Store app.
• Click your name in the sidebar, then Account Settings.
• Find Subscriptions and click Manage next to Ciphra VPN.

On the web

• Sign in to apps.apple.com/account/subscriptions with your Apple ID and select Ciphra VPN.

Cancelling stops the next renewal. You keep premium access until the end of the current billing period.

Renewals

Subscriptions renew automatically through your Apple ID at the end of each billing period unless cancelled at least 24 hours before the period ends, as described in Apple's standard subscription terms.

Troubleshooting

The app won't connect

• Check that your device has a working internet connection without the VPN enabled.
• Try a different server location in the app.
• Fully close and reopen the app, then tap Connect again.
• Disable the VPN from the app, then reconnect to let the app reinstall its system VPN configuration.
• Restart your device.

The connection is slow

• Try a server closer to your physical location.
• Switch between servers if one is under high load.
• On cellular networks, VPN speed can vary significantly with signal strength.

My premium status is not recognized

• Fully close and reopen the app — the app re-checks subscription status on launch.
• Make sure you are signed in with the same Apple ID you used to subscribe.
• Open Settings > [your name] > Subscriptions (iPhone / iPad) or the App Store > Account Settings > Subscriptions (Mac) and verify Ciphra VPN appears as active.
• If the subscription is active on your Apple ID but the app still shows free, email us your Apple receipt and we'll investigate.

Refunds

Apple processes refunds for subscriptions purchased on the App Store. To request a refund:

• Go to reportaproblem.apple.com and sign in with your Apple ID.
• Find the Ciphra VPN purchase and choose Request a refund.
• Follow Apple's instructions to complete the request.

Because your subscription is billed by Apple, we are not able to issue refunds directly — Apple decides whether a refund is approved.

Account Deletion

You can request deletion of your Ciphra VPN account and associated data at any time.

• Email [email protected] and include the Authentication Token shown in the app's Settings screen.
• We will confirm the request, permanently delete your account data, and send a confirmation email.
• Typical processing time is up to 7 business days.

Deleting your Ciphra VPN account does not cancel an active App Store subscription. Cancel the subscription separately as described above to stop future renewals.