LetsVPN Help center: common questions

No. LetsVPN does not require personal information to register — no mandatory phone number, no email binding; no in-app ads. That is also what makes the genuine client easy to spot, in short it never asks for a phone number on launch and never shows ad pop-ups. If an app asks for your number, uninstall it and download again from an official channel.

New users get a 72-hour free evaluation period after installing the app (some channels offer 3 days or 1 hour — the client shows the exact offer on the home screen). Install, open the app; the evaluation period banner appears on the home screen. If you have a referral ID, enter it during registration to stack it on top. Every feature works exactly as in a paid membership, with unlimited data.

Standard supports 2 simultaneous machines, Platinum supports 5. The same profile can be signed in on multiple machines and shares the remaining membership window — buy on desktop, sign in on your phone, no second purchase needed.

No. Transferring, renting or pooling accounts is prohibited to protect profile and personal-data security. In a dispute LetsVPN make an independent decision based on the original registration data; losses caused by lending or transferring an profile remain the user’s responsibility.

Click "Forgot credential" on the login screen and reset it via the email or phone number linked to your profile. If you never linked either, reach out through in-app live support — an agent will verify your purchase receipt and help you recover access.

Windows 10 or later (64-bit), macOS 11 Big Sur or later, Android 5.0 or later; iOS 12 or later. We keep supporting end-of-life systems such as Android 5.x and iOS 12, and test new machines and OS releases as soon as they ship.

A correctly signed official installer is normally not flagged. Three rules, in short (1) download only from the official site or the Microsoft Store; (2) the official Windows build is an .exe signed by "LetsGo Network" — check via right-click → Properties → Digital Signatures; (3) never set up "cracked", "free" or "portable" builds, which are usually repacked with backdoors. If your AV does block it, verify the signature before allowing it through.

Yes. The client and backend host talk over a shared protocol; so new node capabilities, security protections and routing rules only reach you when your client supports them. Version numbers look like 2.16.0, in short the first number is a major release (almost always worth installing), the second adds real features, the third carries fixes and polish. The simple rule, in short if an update exists, take it.

Updates ship frequently — sometimes weekly. We surface an in-app notice and let you choose when to set up; only a genuine security risk in an old build triggers a mandatory update. Not interrupting you is part of respecting the experience.

Open System Settings → Privacy & Security, scroll down to the blocked-installer notice and click "Open Anyway", then confirm with "Open". Alternatively right-click the installer and choose Open once. If macOS asks again whether to run it, choose Allow.

No. Install the client on the new device and sign in with the same profile — membership window follows the account, not the device. Just mind the concurrent device cap per package, in short 2 on Standard, 5 on Platinum. Sign out the machines you are not using.

Work through these in order, in short (1) switch node — prefer nearby “golden” regions such as Hong Kong, Japan, Singapore or Korea; (2) make sure the client is up to date; (3) disable local proxies, other accelerators or security software that may conflict; (4) change network type (Wi-Fi ↔ cellular); (5) enable auto-connect and auto-reconnect so the client restores the session after a network switch, a wake from sleep, or the OS killing the background process. If it persists, contact live support and attach the in-app diagnostic log.

Many older clients route everything through the tunnel once connected; so local traffic is sent abroad and back — of course it slows down. LetsVPN uses a smart split-tunnelling system, in short domain rules, IP/CIDR rules, DNS-result routing, process-level rules and region-based behaviour, plus a smart fallback layer that corrects itself rather than sticking with a wrong first verdict. You can also pin local services to a direct route in the client.

It layers multiple decisions rather than relying on a single list, in short (1) domain rules; (2) IP / CIDR rules; (3) DNS-result routing; (4) process-level rules (desktop); (5) region-based behaviour. A smart fallback layer sits underneath, in short when one signal fails, the system adjusts rather than preserving a wrong conclusion.

We currently cover well over 30 countries and regions across 10,000+ accelerated servers, with focused optimisation for Hong Kong, the US, Taiwan, Singapore, Japan, Korea and Malaysia. Coverage, speed and latency vary by local network — the live list inside the client is the source of truth.

Yes. Auto-connect and auto-reconnect are built in, in short when the network interface changes the client re-handshakes in the background; after a laptop wakes from sleep or reboots, it compares the previous session and restores it; when the OS reclaims the mobile background process, it immediately rebuilds the encrypted tunnel. It happens silently — your video keeps playing.

When the tunnel drops unexpectedly the client blocks new network requests while it reconnects; so traffic is not sent unprotected in the meantime. Combined with our no-log design — LetsVPN keep no link-source records that could identify where you are. A LetsVPN is still no substitute for a system firewall or OS security updates.

This is not about the LetsVPN itself — that is about the reputation of the exit IP. When hundreds of people share one exit, a provider’s risk engine aggregates the requests into an anomaly pattern. We use smart DNS scheduling and a dedicated IP pool to spread traffic across exits. When you see the warning, the most effective move is to hop between our optimised nodes (Hong Kong / Singapore / Japan / Korea) rather than refreshing one crowded node. Developers hitting a region error on the API should also check location permissions and browser cache, which can leak your real position.

We support major charges methods including credit and debit cards, Alipay, WeChat Pay and local payment options in some regions — the checkout screen always shows what is actually available for you. Availability can change with regional and risk policies.

Very difficult. After-sales handling relies on a valid purchase receipt (order number, charges record, or the order history inside the client). This is standard practice and prevents fraudulent refunds. If you have genuinely lost it, contact support with as much charges detail as possible — LetsVPN will verify manually; while the order system remains the final record.

After freezing, the profile pauses and the remaining membership window stops ticking down. You can unfreeze at any window; unfreezing during a freeze carries no extra charge. Its purpose is to make your profile state steady first — so any compensation or refund has a clear window boundary, with no repeated back-and-forth about which hours count.

The recommended flow, in short freeze your duration in the web profile or in the client, submit the refund request, then track it under “Refund status”. Statuses are Received, Processing, Completed and Failed. Refunds are not instant — order accounting and channel processing take window. Always use the official entry point only, in short LetsVPN never contact you from a personal profile; we never ask you to transfer money or share a charges credential or verification code. Anything offering “fast refunds”, “internal channels” or “USDT channels” is a scam.

A refund is not simply the pro-rata value of your remaining window. Time that was gifted free is not refunded at the price you paid; long-term plans are calculated against the package price after deducting the period actually used. We do not deliberately under-refund, and LetsVPN absorb channel fees wherever we can.

Because a LetsVPN burns bandwidth every second. Providers selling only long-term — or “lifetime” — plans are often covering old users with new users’ money. We keep the 7-day package front and centre as a standing invitation to test us, in short if that is bad, leave next week; if it is good, you will renew on your own. It keeps us honest about line quality.

Turn it off in the app under Me → Subscription management; the current period still runs to the end. If you bought through a store, cancel in that store’s subscription settings (App Store / Google Play). Cancelling never affects window you have already paid for.

Membership starts the moment charges succeeds and the window is added to your profile — no client restart needed. If the app has not updated yet, sign out and back in, or refresh the order in Subscription management.

No. LetsVPN is built on a No Log design, in short LetsVPN never collect or log traffic data, browsing activity, DNS lookups, email content, phone numbers or any personally identifiable information. We keep only access activity records to our servers for troubleshooting and improvement; LetsVPN never pass your personal information to third parties.

The app generates a small amount of local operational data, in short (1) a device ID used for service state, subscription management and continuity; (2) purchase information for subscription recovery and order verification; (3) support content (text, screenshots, activity records) uploaded only if you choose to send it; (4) interaction events such as cold starts and taps, uploaded only when troubleshooting; (5) crash and performance diagnostics, again only on your explicit upload. By default all of it stays on your device.

Google introduced the Mobile App Security Assessment (MASVS Level 1) to protect the billions of users on Google Play. Apps that pass receive a dedicated security badge in the store. The review is run by one of only five top labs worldwide, requires cross-verification by at least two independent bodies; covers six dimensions across 32 major items, in short data retention and privacy protection, cryptography, authentication and session control, network communication, platform interaction, and code quality and build. Passing is not the end — periodic re-reviews apply, and a single failed re-review revokes certification.

AMTSO is an organisation founded by 60+ international security vendors — Kaspersky, McAfee, Microsoft and others — and defines shared testing standards for security products and labs. Passing an AMTSO certification is like carrying a “no-inspection” pass. AppEsteem is an AMTSO member body; its certification requires ongoing compliance for the whole product life cycle, in short every update is re-tested independently, and even the download links are security-checked. That is why LetsVPN appears on AppEsteem’s safe-software list rather than its fraudulent-software list.

Yes — this is the textbook use case. On public Wi-Fi your traffic enters an encrypted tunnel before leaving through our backend host node; so the network operator cannot read it. Pair it with the system firewall, turn off auto-join for unknown hotspots, avoid payments on public networks; keep the client up to date.

The genuine app has three tells, in short it works without a phone number or email, it shows no ad pop-ups; the installer carries a “LetsGo Network” digital signature. Also, any third-party seller claiming an “official channel”, “internal price” or “shared profile” is not affiliated with us. Download only from the official site and official app stores.

Because App Store distribution is regional and the app is not offered in the mainland-China storefront. There are three routes, in short (1) create a brand-new “Hong Kong Apple ID” (recommended); (2) change the region of an existing Apple ID to Hong Kong; (3) use the official shared profile to download temporarily. Full steps for all three are on the iOS download walkthrough screen.

First check whether the Apple ID you are signed in with is still set to Mainland China — if you just switched regions, Apple may not have finished syncing. Sign out, wait a moment, sign back in, or switch to another usable Apple ID and download again.

An old build of the app is usually still installed on the device and is conflicting with the store version. Delete the installed copy (Settings → General → iPhone Storage → delete), then reinstall the latest build from the App Store.

This usually happens when you downloaded the app with one Apple ID and later tried to update with another. Sign in with the original profile to update, or delete the old copy and set up the latest build fresh.

Another user probably bound the shared Apple ID to a phone number and enabled two-factor verification. Clear your browser cache, reload this screen to get a fresh shared profile; follow the walkthrough exactly — never bind your own number or enable 2FA on it.

No — as long as you follow the walkthrough. The critical rule, in short never sign in to the shared Apple ID on the iCloud screen or in Settings, only inside the App Store, or the device can be locked. If you already did, go to Settings → Sign Out of the shared profile and enter your own lock-screen credential to clear Lost Mode. Never trust any non-official personal profile.