Frequently Asked Questions
See Desktop FAQ
How does ioloVPN work?
When you activate your ioloVPN protection, it quickly builds an encrypted tunnel that connects you to one of our secure Internet gateways. All the data you send and receive is now sent to the Internet using this encrypted tunnel that ioloVPN created. You are also assigned a temporary private IP address. This private IP address cannot be traced by anyone through our server and no one can find your real IP address or location.
How do I turn ioloVPN's VPN on?
In order for ioloVPN's VPN to work, you must manually turn it on. After you turn it on, it will remain on until you turn it off unless you have turned your mobile device off. If you turn your mobile device off, you must manually turn your VPN on after your mobile device is turned back on. The VPN might also get disconnected when using certain Apple devices that go to sleep. If this happens, you must manually turn the VPN on.
Tip: When your mobile device's VPN is on, there is an indicator in the upper left hand corner of the screen that indicates this. On Android devices, you can turn the VPN on from the Home screen. For iPhone or iPad devices, go to Settings and move the VPN slider to On.
What mobile devices does ioloVPN work on?
ioloVPN supports the following mobile devices
- Apple: iPhone, iPod Touch, and iPad devices running iOS 10 and above
- Android: Android 5 and above
What kind of support do you offer?
We believe that it's important that our customers have an extraordinary experience when using our software. That's why we take pride in offering you the best Customer Support in the business. Our Customer Support staff is available 24 hours a day, seven days a week, all year round. Please call (808) 649-5509 to reach a support agent.
Email support is also available. Just tap Help and then select Contact Customer Support.
How do I contact Customer Support?
Customer Support is available 24 hours a day, 7 days a week, all year round and can be reached at (808) 649-5509 Our app has support information built into it. Just tap Help and then tap Contact Customer Support.
Where are your servers located?
We have many servers located throughout the world. Most of these locations contain server clusters, which means that several servers are available to effectively handle the traffic.
We have a very sophisticated server selection algorithm that takes the current server load and your distance from the server into account, and automatically assigns you to the server that will provide the best service. However, you can override the automatic server selection if you wish to connect to any other server location in our network.
How do I turn ioloVPN's VPN on for iOS devices?
In order for ioloVPN's VPN to work for iOS devices, you must manually turn it on. After you turn it on, it will remain on until you turn it off unless you have turned your mobile device off.
If you turn your mobile device off, you must manually turn your VPN on after your mobile device is turned back on. The VPN might also get disconnected when using certain Apple devices that go to sleep. If this happens, you must manually turn the VPN on.
Note: For Android mobile devices, you can turn the VPN on directly from the ioloVPN app.
Tip: When your mobile device's VPN is on, you will notice a VPN indicator in the upper left hand corner of the screen.
To turn your Apple device's VPN on:
- Go to your Apple device's Settings.
- Tap VPN.
- Use the VPN slider to turn the VPN on.
Does ioloVPN work everywhere?
Yes, ioloVPN should work everywhere if you have a stable and fast Internet connection.
Where and when should I use ioloVPN?
Most people don't realize it, but wifi hotspots are incredibly insecure. You are literally broadcasting all of your data without any security whatsoever. This includes your email, instant messages, web searches, and any other data sent or received by you over the wireless network.
Basically, you should use ioloVPN whenever you are accessing a public wifi hotspot or an unknown wifi network. Some of our users use ioloVPN at coffee houses, when traveling, or when using a hotel's unsecured wifi network. Other users who desire added privacy while online may use it all the time.
Is ioloVPN a VPN (Virtual Private Network)?
Yes – the technical term for ioloVPN is a VPN – a Virtual Private Network. Most large companies have a VPN which is supported by their IT departments to protect corporate communications. ioloVPN provides the same capability for individuals, business travelers, and small and medium sized enterprises. A VPN secures and encrypts data across a network, usually the Internet, by building an "encrypted tunnel." Data passes through this tunnel which protects the data from getting intercepted by anyone. Even if the data is intercepted, it is in encrypted format and appears as scrambled, senseless text to anyone without the encryption keys.
Your protection and privacy is not limited to just browsing. ioloVPN's VPN service encrypts all your Internet data to and from our VPN gateways, including instant messaging, streaming, VoIP, and email.
Why do I need a VPN?
You need a VPN on your laptop, smartphone or tablet so you can protect your privacy and your data. A VPN secures and encrypts data across a network, usually the Internet, by building an "encrypted tunnel." Data passes through this tunnel which protects the data from getting intercepted by anyone. Even if the data is intercepted, it is in encrypted format and appears as scrambled, senseless text to anyone without the encryption keys.
Are all VPNs the same?
There are many personal VPNs available today, from the very expensive to "free." You should be cautious about choosing a free or very cheap VPN. While they may be free or very low cost, you agree to let them look at your data for marketing purposes. Basically, you may be giving them license to look at your personal data. So "free " is not much of a bargain at all, and certainly not a privacy product.
In addition, some VPN services are built on insecure servers. What makes a VPN secure is knowing that the server you are connecting to is a secure server. And if it's not, then all the encryption in the world is useless.
Why should I choose ioloVPN as my VPN provider?
ioloVPN is simple to use, uses the most sophisticated technology, has live U.S.-based customer support, and provides excellent user documentation. All this at a price that can't be beat! We think you will find ioloVPN to be the best VPN provider currently on the market. In fact, we are sure of it.
How does ioloVPN compare to other products?
We firmly believe that ioloVPN is the best VPN provider currently on the market. ioloVPN is simple to use, uses the most sophisticated technology, has live U.S.-based customer support, and provides excellent user documentation.
Some of our competitors offer a free VPN, but they will fill your browser with annoying ads. Others just offer annual packages, not monthly ones.
We created ioloVPN because we wanted to offer a low-cost, high-quality VPN solution that is better than any of the competition. Once you try our product, we are sure you will agree that it is the best VPN provider around!
What operating systems are supported by ioloVPN
ioloVPN supports the following operating systems:
- Windows 10
- iOS 10 and above
- Android 5 and above
Some of the websites I visit use HTTPS. Do I still need ioloVPN?
HTTPS stands for "HyperText Transfer Protocol Secure" and is used by certain sites (such as eBay and Amazon) to ensure safe Internet transactions. While HTTPS is the best technology currently available to ensure safe web transactions, it's far from perfect. HTTPS is dependent on what are called "Certificates of Authority." Unfortunately, the unreliable way these certificates are issued makes the process completely untrustworthy. In addition, HTTPS is very vulnerable to man-in-the-middle attacks, and there are no good solutions in sight.
In contrast, ioloVPN ensures that you are completely protected from any attacks for any and all websites you visit. ioloVPN also protects your instant messaging, streaming, VoIP, and email as well.
Why has my IP address changed?
ioloVPN establishes a connection from your computer to our servers in order to make your connection secure. All your browser traffic is routed through our secure servers. Therefore, you have been assigned the IP address of one of our servers. As a result, your IP location will appear as if you are surfing from the server's location.
An IP (or Internet Protocol) address is a computer or device's address on the Internet that can identify its geographical location.
Is ioloVPN as fast as my regular Internet?
There is a modest delay that is generally not noticeable if you are surfing the Internet, or reading or sending emails.
However, you may see a significant delay if you are downloading a very large file, such as a movie. This delay is due to the 256-bit encryption that is being performed on the data. If you are going to download a large amount of data, you might want to briefly deactivate ioloVPN while you do so.
What type of encryption does ioloVPN use?
ioloVPN uses 256-bit SSL encryption, the same technology used by banks and credit card companies. This type of encryption is considered unbreakable even by supercomputers for at least the next few decades.
What is the uptime for ioloVPN?
The uptime for ioloVPN is virtually 100%. We have multiple servers in different locations with automatic rollover.
What is your policy regarding government requests for information?
We take seriously the privacy of your data. We do not monitor any of your online communications. So if any government was ever to subpoena our server records, we have virtually no information to give them.
We do maintain a set of usage logs, including time on and off our network and total bytes transmitted. This information is necessary to manage our server network, but is of little interest or value to law enforcement.
Thus far, we have received no requests from any government for information about our users. If we ever receive such a request, it is our policy is to both require a subpoena and to notify users of requests for their information prior to disclosure unless we are prohibited from doing so by statute or court order.
Is my Internet browsing really anonymous?
Yes. If you use ioloVPN, we change your IP address, which is your identity on the Internet. Your IP address tells everyone where you are located and is used by online marketers to store information about you and your surfing history. Instead, you can have your IP address appear to be hundreds of miles away – or even halfway around the world.
Does ioloVPN monitor my Internet activity?
Does ioloVPN maintain any logs of my Internet activity?
We take seriously the privacy of your data. We do maintain a set of logs necessary to manage our servers. However, the only information that is traceable to individual users is the time on and off our network and the number of the total bytes transmitted.
Do you share my private information with any other company?
Can I enter sensitive information (such as my credit card number) while browsing the Internet?
Yes, it is safe to post information such as your credit card information when browsing the Internet. ioloVPN uses 256-bit encryption to protect your private credit card information.
Does ioloVPN delete my web cookies and browser history?
No. ioloVPN only secures your Internet connection, not your computer hard drive. If you are interested in this type of protection, there are many products on the market which will do this.
How do I contact Customer Support?
You can contact Customer Support via phone or directly from the ioloVPN software. Please call (808) 649-5509 24 hours a day, 7 days a week, all year round.
For questions or problems relating to your use of ioloVPN on mobile devices, contact Customer Support by tapping the ? icon and then selecting Contact Customer Support.
What are the hours of Customer Support?
Customer Support is available 24 hours a day, seven days a week, all year round. When you send an email to Customer Support, they will be back in touch with you in about an hour.
How quickly will Customer Support be back in touch with me?
Customer Support will be back in touch with you in about an hour.
For what reasons should I contact Customer Support?
Common Customer Support questions usually deal with installation issues, software issues, and billing/subscription questions. But you can contact our Customer Support for virtually any reason.
We believe that it's important that our customers have an extraordinary experience when using our software. Excellent Customer Support is a part of that experience, so you can contact our Customer Support staff 24 hours a day, 7 days a week (except for major holidays).
Is your support U.S. based?
Yes. We strive to provide you with the best Customer Support experience, and for that reason, all of our Customer Support employees are based here in the U.S. When you contact ioloVPN, your inquiry is not sent to some far off location.
How much does ioloVPN cost?
ioloVPN has the following pricing systems:
ioloVPN is $11.95/month for up to 5 devices, including mobile and laptops (or $99.95/year).
How many devices can I install ioloVPN on with a single subscription?
You can access 5 devices per single subscription. Since the access is controlled by an email address and password, you can share this with your family members. This is in line with iolo's whole home license policy.
What types of payments do you accept?
Subscriptions for unlimited data usage are paid via major credit cards or PayPal. The charges will appear on your credit card bill as being from 'DRI* ioloVPN.'
Do I get free ioloVPN software upgrades and new releases?
Updates to ioloVPN are free. You can update your app via the app store.
Can I get a refund?
All in-app purchases are final because app-stores currently do not allow refunds of in-app purchases. If you have any questions or concerns, please feel free to contact our Customer Support team. Just tap Help and then select Contact Customer Support.
How do I cancel my subscription to ioloVPN?
If you purchased a pay-as-you-go subscription, there is no need to cancel. Your subscription will automatically expire when it runs out.
To cancel an unlimited data subscription, contact Customer Support.
I have forgotten my password. How can I reset it?
You can also reset your password directly from the Account Management page if you have forgotten it:
- Access the Account Management page and login.
- Tap Change password in the left navigation panel.
- Tap Forgot Password.
- Enter the email address associated with your account and then tap Send Email. You will be sent a link to reset your password.
We recommend that you keep this password in a safe place for future reference.
How do I add a device to my account?
If you'd like to add a new device to your account or reinstall ioloVPN to a device you've already used, do the following:
- To download ioloVPN to a device, open an Internet browser on that device and go to https://www.iolovpn.com/devices.
- Select the ioloVPN installation file that matches the device you are using. For example, if you are downloading to Windows, click Download Now below the picture of the laptop with the Windows logo.
- Follow the on screen instructions. If you are downloading from a mobile device, you will be redirected to that device's marketplace (i.e., iTunes for Apple devices and Google Play for Android devices).
How can I remove a device from my account?
Depending on the type of subscription you purchased, your device limit will vary (one device, three devices, five devices or pay-as-you-go with unlimited devices). If you would like to remove a device or replace a device, please follow the steps below.
- Go to the ioloVPN menu and click Manage Devices.
- To edit the name of your device, click the pencil icon.
- To remove the device, click the X.
What is a passcode?
When installing ioloVPN on your Apple device, "passcode" refers to your own personal passcode you use to lock your device. This is usually a four digit number that you create in order to lock/unlock your phone. You can go to Settings to turn your passcode lock on or off. If you have a passcode set up, you will be required to enter your passcode to complete the installation of ioloVPN.
I can't find the VPN switch and/or I'm receiving an error message when moving the VPN switch to On. What should I do?
ioloVPN, like all VPNs, requires that a profile be installed on your mobile device to run properly. If you are unable to locate the VPN switch in Settings, or are receiving an error message when tapping the VPN switch to the On position, this profile may not been installed properly.
First, make sure you have installed a profile for ioloVPN by going to Settings > General.
If you do not see a profile, please follow these steps below:
- Access ioloVPN.
- Tap Status > Choose server location manually > Manually select server.
- From the list, select any city that does not have a check mark next to it and then click Apply. You will be prompted to install a new profile.
- Click Install and enter your device's passcode, if necessary. Once the profile installation is complete, go back to Settings and move the VPN switch to the On position.
What information does Customer Support need to resolve my problem?
If you are contacting Customer Support with an issue, it is helpful to include the following information:
- Name and email address associated with your ioloVPN account.
- Your phone number and the best time to contact you.
- Your subscription type (if applicable), such as monthly, annual, or pay-as-you-go.
- The version of ioloVPN currently installed on your device. To find this out:
- Desktop / Laptop — Click on the ioloVPN icon and select About.
- Apple — Tap on the ioloVPN icon, tap Help, then About.
- Android — Tap on the ioloVPN icon, tap ?, then tap About Application.
- Your device type (PC, iOS, Android) and operating system. To find this out:
- PC — From the Start button, enter 'computer' in the search box, right-click Computer, and then click Properties.
- iOS — Go to Settings > General > About > Version.
- Android — Go to Menu > Settings > About Device.
If you are having trouble connecting, please tell us the server to which you are trying to connect, or which is selected as your default. Also include your location when you were attempting to connect (home, office, etc.).
I can't connect to ioloVPN. What should I do?
While this may happen, it is not very common. There are a number of reasons why you might be having a connection issue.
- Most connection issues are usually due to a poor or unstable wireless connection. If you are on a wireless network, try using a cable to connect to the Internet and see if you still have an issue. Also try connecting to a different wireless network that has a better connection.
- You might also check your firewall settings on your router. Disable the firewall, reboot your router and your device, and then test ioloVPN again.
- ISPs can sometimes use the same port as ioloVPN for encrypting information at the ISP level. If this is the case, ioloVPN will not be able to connect. Check with your ISP to find out if this is the case.
- Some wifi networks block VPNs, such as Amtrak or certain foreign countries. For instance, China has been known to block VPNs and although ioloVPN utilizes the highest level of encryption technology and an Open VPN protocol, being blocked by an ISP is beyond our control.
- Try uninstalling ioloVPN, rebooting your device, and then reinstalling it.
- It might help to change the server you are connected to. You can manually change the ioloVPN server by following these steps: tap the Choose server location manually button from the Status screen, then tap Connect to nearest server.
If you are still experiencing problems connecting to ioloVPN's VPN server, contact Customer Support.
How do I change the ioloVPN server I'm connected to?
We have a very sophisticated server selection algorithm that takes both current load and distance into account, and automatically assigns you to the server that will provide the best service. However, you can override the automatic server selection if you wish.
To change the server you are accessing:
- Tap the Choose server location manually button from the Status screen.
- Tap Connect to nearest server.
How do I verify that my IP address has changed?
After starting your web browser from ioloVPN, go to one of these websites: https://www.showip.com/ or https://www.whatismyip.com/. From these sites, you will be able to view your masked IP address.
An IP (or Internet Protocol) address is a numerical label that is assigned to devices participating in a computer network that uses the Internet Protocol for communication between its nodes.
Why are websites displaying in a foreign language?
If Google or other websites display in Chinese or Belorussian characters when ioloVPN is activated, this is most likely occurring because you are connected to one of our foreign servers. ioloVPN may automatically change the default language of websites to the language of the server you are accessing.
To change the server you are accessing:
- Tap the Choose server location manually button from the Status screen.
- Tap Connect to nearest server.