Support

Need help with Ciphra VPN? Find answers below, or reach our team directly — we typically respond within 24 hours.

Last updated: April 22, 2026

Contact Support

Our support team is here to help with any question about your account, subscription, or the Ciphra VPN apps. Email us and we'll get back to you as soon as possible.

Support Team

Email: [email protected]

Response Time: We aim to respond within 24 hours.

Languages: English

When contacting us, please include:

  • The platform you're using (iOS, Android, Windows, or macOS) and the app version
  • A short description of what you were doing and what went wrong
  • Any error message shown in the app

Getting Started

Ciphra VPN is available on iOS, Android, Windows, and macOS.

Install the app

  • Visit the Download page and choose your platform.
  • Install the app and open it.
  • Tap Connect. On mobile, the system will prompt you to allow the VPN configuration the first time you connect — approve it to continue.

Free vs. Premium

  • The app includes free servers you can use immediately, with no sign-up required.
  • Premium unlocks additional locations, faster speeds, and removes bandwidth limits. See Pricing for plans and Features for the full comparison.

Subscriptions & Billing

Buy a subscription

How you subscribe depends on the platform. Each store handles its own billing:

  • iPhone and iPad (App Store): open the app, go to the subscribe screen, and choose a plan. Payment is charged to your Apple ID and the subscription is managed by Apple.
  • Mac (Mac App Store): same as iOS — choose a plan in the app and pay via Apple.
  • Android (Google Play): open the app, go to the subscribe screen, and choose a plan. Payment is charged to your Google account and the subscription is managed by Google Play.
  • Windows (Microsoft Store version): the Microsoft Store app directs you to ciphravpn.com to purchase. Pay by card, cryptocurrency, or Telegram Stars on our website. Premium activates on your authentication token once the payment is confirmed.
  • Windows (standalone download): the standalone Windows app includes in-app purchase with card (Stripe), cryptocurrency, or Telegram Stars. You can also pay on our Payment page instead.

The in-website payment flow (card / crypto / Telegram Stars) is for our Windows apps only. iOS, Mac App Store, and Android subscriptions must be purchased through Apple or Google Play — their store rules require it.

How each Windows payment method is billed:

  • Card (Stripe): a recurring subscription billed monthly, quarterly, or yearly. Auto-renews at the end of each period on your card. Cancel at any time (see below).
  • Cryptocurrency: a one-time payment for a fixed period. Does not auto-renew.
  • Telegram Stars: a one-time payment for a fixed period, charged in Telegram's in-app Stars currency. Does not auto-renew.

Manage or cancel an Apple subscription (iOS / macOS)

  • On iPhone or iPad: open the Settings app, tap your name, then Subscriptions. Select Ciphra VPN to change or cancel.
  • On Mac: open the App Store, click your name in the sidebar, then Account Settings > Manage next to Subscriptions. Select Ciphra VPN to change or cancel.
  • Or open this link on any Apple device: apps.apple.com/account/subscriptions.
  • Cancelling stops the next renewal. You keep access until the end of the current billing period.

Manage or cancel a Google Play subscription (Android)

  • Open the Google Play Store app, tap your profile icon, then Payments & subscriptions > Subscriptions. Select Ciphra VPN to change or cancel.
  • Or open this link in a browser signed in to your Google account: play.google.com/store/account/subscriptions.
  • Cancelling stops the next renewal. You keep access until the end of the current billing period.

Manage or cancel a Stripe card subscription (Windows)

  • In the Windows app, open Settings and use the Manage Stripe subscriptions button (Microsoft Store build) or Manage Subscriptions (standalone build). This opens the Stripe customer portal where you can update your card, change plan, or cancel.
  • The confirmation email from Stripe also includes a link to the same customer portal.
  • You can also cancel by emailing [email protected] with the email address used at checkout.
  • Cancelling stops the next renewal. You keep premium access until the end of the current billing period.

Renewals

  • Apple and Google Play subscriptions renew automatically through your Apple ID or Google account unless you cancel at least 24 hours before the period ends.
  • Stripe card subscriptions (Windows) renew automatically at the end of each billing period (monthly, quarterly, or yearly) until you cancel.
  • Cryptocurrency and Telegram Stars purchases (Windows) do not renew automatically — they activate a fixed period and end when that period expires.

Redeem a Code

Redemption codes are only used if you've been issued one (for example, a promotional code or a code provided by support). Regular purchases do not require a code.

  • Go to our Redeem page on the website.
  • Enter your Authentication Token (shown in the Windows app under Settings > Change Authentication Token).
  • Enter the code and confirm.

Regular card, cryptocurrency, and Telegram Stars purchases do not require a code — premium activates on your authentication token automatically once the payment is confirmed. iOS, macOS, and Android subscriptions activate automatically after purchase in the App Store or Google Play.

If a code you've been given doesn't work, please email [email protected] with the code and the context it came from.

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.
  • On iOS, macOS, and Android, remove and re-add the VPN configuration: disable the VPN, then reconnect to let the app re-install it.
  • 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 mobile networks, VPN speed can vary significantly with signal strength.

The app is stuck on "Connecting..."

  • Cancel the attempt and try a different server.
  • If the issue persists, uninstall and reinstall the app.

My premium status is not recognized

  • Fully close the app and reopen it — the app re-checks subscription status on launch.
  • For Apple subscriptions (iOS / macOS), make sure you're signed in with the same Apple ID you used to subscribe. Try initiating a purchase of the same plan again — the App Store will detect the existing subscription rather than charge you twice.
  • For Google Play subscriptions (Android), make sure you're signed in with the same Google account. Open the Google Play Store and verify the subscription appears under Payments & subscriptions.
  • For Windows card, crypto, or Telegram Stars purchases, premium activates on the authentication token used at checkout. Open the Windows app and confirm the authentication token shown in Settings matches the one from your purchase. Cryptocurrency payments can take a few minutes to confirm on the blockchain.
  • For redemption codes, double-check the code was entered exactly as received.
  • If your subscription is still not recognized, contact us with your order reference, authentication token, or Apple / Google Play receipt.

Refunds

App Store (iOS and macOS) purchases

Apple processes refunds for in-app purchases and subscriptions made on the App Store — both iOS and Mac App Store. Request a refund directly from Apple at reportaproblem.apple.com. We cannot issue refunds for purchases billed by Apple.

Google Play (Android) purchases

Google processes refunds for subscriptions purchased through Google Play. Request a refund at play.google.com/store/account/orderhistory, or follow the instructions at support.google.com/googleplay/answer/2479637. We cannot issue refunds for purchases billed by Google.

Website purchases (Windows apps)

For Windows subscriptions purchased on ciphravpn.com, we offer a 30-day money-back guarantee on premium plans. To request a refund, email [email protected] within 30 days of purchase with your order reference.

Account Deletion

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

  • Email [email protected] from the address associated with your account, or 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.

Note: deleting your Ciphra VPN account does not cancel an active store-managed subscription. Cancel it separately to stop future renewals:

Privacy & Terms

For details on how we handle your data and the terms of using our service, see: