Secure VPN

Contents

Benefit Information General Questions How-to & Troubleshooting Guides Contact

Benefit Information

Secure VPN

  1. Secure VPN will help you keep your device wi-fi network secure and private. Using it will help you:
    • Prevent hackers from gaining access to your personal information and other data as it’s in transit or being sent from and received by your device on a wi-fi network.
    • Prevent third parties from gathering device, IP address, location information while on wi-fi network.
  2. Recommended use of the VPN
    • We recommend that you turn on your VPN every time you are using your device to connect to the internet. This includes while you are browsing the internet or using applications that use the internet; for instance: (Social media, banking, and gaming apps). Keep the VPN on until you are finished with your session. Some choose to leave the VPN always on during the day.

General Questions

All Features:

  1. What operating system versions are supported?
    • Supported operating systems have to be within the most recent 2 major versions. For example, as of September 2021:
      • Android 10 and 11
      • iOS 14 and 15
      • MacOS Big Sur 11 and Monterey 12
      • Windows 10 and 11
  2. How many of my devices can I add to this service?
    • We do not have limits on the devices you can protect. We want to protect you in every aspect of your life and we encourage you to install and use these features on all of your devices.

Secure VPN

  1. What are my installation options for the Secure VPN?
    • The secure VPN can be installed on mobile devices (iOS and Android), and PC devices via downloads (Mac and Microsoft)
  2. Can I be tracked if I’m using a VPN?
    • Using a VPN provides an extra layer of privacy and security protecting your internet traffic but it does not protect against all types of tracking. For example, advertisers such as Facebook and Google can still potentially track your activity across websites using tracking technologies like cookies. Websites to which you enter data can still use that data for tracking purposes.
  3. What does the VPN service record about my activity?
    • The VPN service records only session durations and the total amount of data used. It uses this data only to ensure you are within the usage limits defined by your plan. The VPN service does not store the websites you visit or the IP addresses from which you connect to the VPN servers. It also does not store any data that is transmitted to websites using the VPN connection.
  4. In device settings, do Apple or Google have access to all my VPN information?
    • Although your operating system manufacturer may be able to detect that you have a VPN profile installed, it does not have access to your VPN credentials or the websites you access using that VPN.
  5. What does my Internet Service Provider (ISP) see when I am connected to the VPN app?
    • When you connect to the VPN server, your ISP can see a few things:
      • You’re connected to an IP address owned by a VPN service.
      • The time of your connection and the port your VPN protocol is using.
      • The amount of traffic traveling to and from your device.
    • Apart from these, the only other important thing your ISP can detect is the fact your actual online traffic is hidden from them. This means your ISP loses access to this information:
      • Websites you visit.
      • Specific web pages you browse and the time you spend there.
      • Your browsing and search history.
      • Files you download from or upload to unencrypted websites.
      • Information you type on unencrypted websites.
  6. How can I be truly secure while using the VPN app?
    • Here are some extra steps to help you stay secure while using the VPN app:
      • Use safe browsing applications, which block web-based ads and trackers and protect you from malware websites.
      • Use a separate private browser window for each website you access.
      • Regularly clear cache and browsing data in your browser.
      • On Mac and Windows, set the auto-connect feature to automatically launch the VPN app on system start and automatically connect.
      • On iOS, select the VPN app as the “On Demand” VPN in the device settings. This will ensure it connects any time a network connection is used.
      • On Android, select the VPN app as the “Always-on” VPN in the device settings. This will ensure it connects any time a network connection is used.

How-to & Troubleshooting Guides

Secure VPN

  1. I am having issues installing the feature to my device?
    • Supported operating systems are within the most recent 2 major versions. Please ensure that you are trying to install the feature on a device that is using an operating system that is within the latest 2 versions. If your operating system is older that the most recent 2 versions, please upgrade to the latest supported version in order to successfully install and activate the feature.
    • For example, as of September 2021:
      • Android 10 and 11
      • iOS 14 and 15
      • MacOS Big Sur 11 and Monterey 12
      • Windows 10 and 11
  2. How do I active the secure VPN application on my device?
    • This can be achieved in four easy steps:
      • Open the application, if your device does not already have access then you will be provided a screen with an 6 digit Access Code.
      • Copy the 6 digit access code provided in the secure VPN application
      • Click the link above the code to be sent out of the application to your core portal. Once you are logged into your portal you will be directed to a screen that will allow you to paste the access code.
      • Paste the code and click submit. You will arrive on the dashboard where you will receive a success message indicating that you have successfully validated the access code. You can now return to the secure VPN application and proceed in using its benefits.
  3. How to turn on the VPN once activated on my device?
    • Launch the application and press the big button to activate the VPN. Your wi-fi session is now protected. The VPN will remain on in the background and protect you as you browse and user your other applications on the device. Once you are finished with your session you can turn off the VPN by returning to the VPN app and pressing the big button again.
  4. What is "On Demand" and how does it work? (iOS only)?
    • The VPN app will connect automatically when any application on the device attempts to make a network connection. This setting will also attempt to reconnect when your internet connection comes back online after being offline.
  5. What is “Always-on” and how does it work? (Android only)
    • Android manages the "Always-on" feature. When enabled, it will automatically ensure the VPN is connected at all times and notify you of the status of your VPN connection. Sometimes you may see a warning when "Always-on" is enabled and the VPN connection is not currently active. This can happen after you’ve restarted the device. Tapping the notification will open the VPN app where you can reconnect.
  6. What is “Auto-Connect” and how does it work? (Windows and Mac)
    • While enabled, “Auto-Connect” ensures that the VPN app is launched on system startup and automatically connects when the application starts.
  7. Why has my connection speed slowed?
    • To get the fastest possible connection speed, make sure you have selected “Fastest Available” as the server location. The VPN app itself does not apply speed or bandwidth limits but VPNs may slow your speed on particular sites or services due to a number of factors including the physical proximity of the server, its load, your original internet speed, and the VPN protocol you’re using. To determine whether the VPN connection is affecting your connection speed, try comparing your connection speed with the VPN connected versus disconnected.
  8. Why am I unable to connect to the VPN servers?
    • First, check you are located in a supported country. If you cannot access the VPN server location list, it is possible your country location is not supported.
    • Next, use these general tips:
      • Try connecting to a different VPN server location.
      • Check your antivirus and firewall settings to ensure they are not blocking the website or the VPN. Add exceptions for the VPN to your browser.
      • Try changing the VPN protocol and re-connecting. The VPN protocol can be changed on iOS and Android via the VPN app settings menu.
      • Try installing the VPN app on a different device and try on the same network. This will help you determine whether device settings may be interfering with the connection.
      • Check that you do not have a different VPN enabled that may be interfering with your connection.
      • Restart the VPN app by force quitting and re-launching the VPN app.
      • Try signing out and then signing back into the VPN app. The sign-out option is available via the VPN app settings menu.
      • Restart your device.
      • Re-install the VPN app.
  9. How do I change geo-location?
    • This feature will allow you to change your egress point which can allow you access content in a different countries, that may otherwise be restricted. We recommend that you leave the setting to fastest available. This will egress from the United States or Canada and provides the highest bandwidth for your wi-fi activity.
  10. How do I disable/opt-out of app analytics?
    • The VPN app anonymizes app analytics data and doesn’t collect any personal or sensitive data. But if you feel more in control without it, you can turn off this function. To disable/opt out of app analytics:
      • Tap the “Settings” icon in the top right corner of the main screen.
      • Tap to disable “Allow Anonymized App Analytics”.?
      We collect anonymized app analytics only to improve the product experience for all users. We never share app analytics with external parties. Learn more about our approach to privacy in our privacy policy.
  11. Why are some websites unreachable with VPN connected?
    • If you can’t reach some websites, try these steps:
      • Connect to a different VPN server location. Some website may restrict access from certain locations.
      • Try a different VPN protocol, available in app settings on iOS and Android. To learn more about selecting a protocol, see the “Which protocol should I choose?”.
      • Clear the cache of your browser while connected to the VPN.
      • Check your antivirus and firewall settings to ensure they are not blocking the website or the VPN. Add exceptions for the VPN to your browser.
      • If you have recently installed the VPN app, try restarting your device.
  12. How long does the VPN stay connected?
    • There is no set time limit to a connection, but there are factors that contribute to a reliable connection to the VPN service. For example, your mobile device operating system may disable the connection to reduce power consumption when the connection becomes idle. Certain network conditions, such as transitioning from Wi-Fi to cellular or poor/intermittent connections, could result in the VPN connection dropping. On iOS and Android, the “On Demand” and “Always-on” settings can help to re-establish the connection if you are no longer connected.
  13. Will the VPN stay connected if I close the app? (iOS and Android)
    • To keep the connection active in the background you should enable “On Demand” in iOS or “Always-on” in Android. If you don’t have these settings enabled, it’s not guaranteed that the VPN connection will stay active in the background. This is a result of how the operating system optimizes for device battery and system utilization, which could mean the VPN app is paused in the background.
  14. Where can I find the VPN country list?
    • The VPN app allows you to select the country through which your internet traffic will be routed. From the main screen, tap on a city and country under “Selected Location”. You will see a list of available countries and their connection strength indicator.
  15. Which protocol should I choose?
    • We recommend using the default protocol, which offers security, speed and reliability for that specific platform.
    • The VPN app currently supports these protocols:
      • IPsec [Supported on Apple iOS]
      • IPsec (IKEv2) [Supported on Apple iOS, Google Android, Apple Mac and Microsoft Windows]
      • OpenVPN TCP [Supported on Google Android]
      • OpenVPN UDP [Supported on Google Android]
    • On iOS, the VPN app defaults to IPSec (IKEv2) which offers improved speed and reliability over IPSec.
    • On Android, the VPN app defaults to IPSec (IKEv2) but OpenVPN using TCP and UDP is offered as an alternative. OpenVPN UDP typically offers better performance than OpenVPN TCP.
    • On Mac and Windows, only IPSEC (IKEv2) is available.
  16. What happens if I disable the "On Demand"/"Always-on" setting?(iOS and Android)
    • If you disable "On Demand"/"Always-on", the operating system will not automatically connect the VPN when you turn on the device or when the network connection changes. This would result in all internet traffic going directly via your ISP connection. The secure VPN connection will only be made after you choose a country location in the VPN app or tap to connect.
  17. What is “Block Connections Without VPN” and how does it work? (Android 8 onwards)
    • With Android 8 and subsequent Android OS releases it is possible to set "Block Connections Without VPN”, which ensures all internet traffic goes through the VPN connection. With this setting enabled the internet connection will not work on your phone unless you have an active connection to the VPN service.
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