Frequently Asked Questions

Open your preferred browser (Chrome, Firefox, Safari, Edge, etc.), enter app.protonhk.com.cn in the address bar to access the ProtonVPN official website. Ensure you're visiting the correct URL to avoid phishing sites. The homepage will display download options for all platforms.

In the download section of the homepage, you'll see five platform download buttons: Windows, macOS, iOS, Android, and Linux. Based on your device type, click the corresponding download button. If you're unsure of your device type, check your device's system information or settings page to confirm the operating system version.

After clicking the download button, the browser will begin downloading the installer file. Windows version is an .exe file (about 45MB), macOS version is a .dmg file (about 53MB), Android version is an .apk file (about 39MB). iOS users will be directed to the App Store download page. Linux users can choose .deb or .rpm packages. Download time depends on your network speed, usually taking 1-3 minutes.

After download completes, find the downloaded installer file and double-click to run. Windows users will see a User Account Control prompt, click "Yes" to continue. macOS users need to drag the app to the Applications folder. Linux users install using terminal commands: Ubuntu/Debian execute "sudo dpkg -i protonvpn.deb", Fedora executes "sudo dnf install protonvpn.rpm". Follow the installation wizard prompts step by step.

During installation, you can choose installation location (Windows), whether to create desktop shortcuts, and other options. It's recommended to keep default settings. The installation progress bar will show installation progress, usually taking 30 seconds to 1 minute. After installation completes, click the "Finish" button to close the installation wizard. On first launch, the system may prompt you to grant network access permissions, please click "Allow".

Launch ProtonVPN from desktop shortcut (Windows), Applications folder (macOS), or app list (mobile devices). On first launch, if you already have an account, enter email and password to login; if you don't have an account, click "Sign Up" to create a new one. Free users can also login directly to use free version features. After login, select a server and click "Connect" to start using.

Free version can connect to servers in 3 countries: Netherlands, United States, and Japan. Connection speed is medium level, suitable for basic browsing and social media use. There's a monthly traffic limit (specific quota depends on current policy), and can only connect 1 device simultaneously. Free version doesn't include advanced features like NetShield ad blocking, Secure Core double encryption, but is sufficient for light users.

Paid version unlocks all 1500+ server nodes in 63 countries, you can choose any country's server for optimal connection. Provides maximum speed connection, unlimited traffic, can connect up to 10 devices simultaneously. Paid users enjoy priority customer support, getting faster resolution when encountering issues. Additionally, paid version includes all advanced features, providing complete privacy protection experience.

Paid version's exclusive NetShield technology can automatically block ads, trackers, and malware, improving browsing speed and protecting device security. Secure Core provides extra protection layer through double VPN connection, even if one server is compromised, your data remains secure. Tor over VPN feature routes your traffic through Tor network, obtaining the highest level of anonymity. P2P optimized servers are specifically designed for file sharing, ensuring download speed and privacy security.

If you only occasionally need VPN protection, like browsing on public WiFi, free version is completely sufficient. But if you're a heavy user, frequently need to watch streaming media, conduct P2P downloads, or need to connect to servers in multiple countries, paid version is the better choice. Business people, journalists, activists and other users with high privacy requirements are strongly recommended to choose paid version for complete security protection.

Paid version offers three plans: monthly $9.99/month, flexible but higher unit price; yearly $4.99/month (50% off), good value; two-year $3.99/month (60% off), most cost-effective choice. There are often promotional activities, like Black Friday deals, New Year offers, etc., follow the official website for latest discount information. All paid plans offer 30-day no-reason refund guarantee.

Based on your usage frequency, feature needs, and budget, choose the most suitable plan. If unsure, you can first use the free version to experience, then upgrade after satisfaction. Upgrade process is very simple: after login, select plan in account settings, complete payment and it takes effect immediately, no need to reinstall or reconfigure. You can upgrade, downgrade, or cancel subscription anytime in account settings, very flexible.

ProtonVPN promises to never record your browsing history, connection timestamps, bandwidth usage, IP addresses, or any personal information. This policy has been verified by two independent security audit firms, PwC and Securitum. Even if receiving legal requests, we cannot provide any user data because we simply don't store it. Our server architecture is specifically designed not to retain any information that could identify users.

All network traffic uses AES-256 bit encryption, the most secure encryption standard currently available, used by governments and military institutions worldwide. Even the world's most powerful supercomputers would need millions of years to crack this encryption. Data transmission uses RSA-4096 key exchange, ensuring the connection establishment process is also secure. We support multiple protocols including OpenVPN, IKEV2, WireGuard, you can choose based on your needs.

ProtonVPN is headquartered in Geneva, Switzerland, protected by the world's strictest privacy laws. Switzerland is not an EU member state, not subject to EU data retention directives; also not a member of "Five Eyes", "Nine Eyes", or "Fourteen Eyes" international surveillance alliances. Swiss law requires companies to have legitimate reasons to collect user data, providing a solid legal foundation for our zero-log policy.

ProtonVPN has built-in DNS leak protection, ensuring your real IP address and geographic location are never exposed. All DNS queries are transmitted through encrypted VPN tunnels, preventing ISPs or other third parties from seeing which websites you visit. We use our own DNS servers, not relying on third-party services, further reducing leak risk. You can use online tools to test and confirm there are no DNS leaks.

Kill Switch feature automatically cuts device network connection when VPN connection is accidentally disconnected, preventing data leakage through unencrypted connections. This is particularly important for scenarios requiring continuous protection, like downloading sensitive files or conducting private communications. You can choose system-level Kill Switch (cuts all network when disconnected) or application-level Kill Switch (only cuts specific application's network).

All ProtonVPN client code is completely open source, anyone can view and review it on GitHub. This means security experts and the community can verify there are no backdoors, vulnerabilities, or hidden features in the code. Open source also allows independent security researchers to conduct audits, discover issues and fix them promptly. We believe transparency is the foundation for building trust, open source is our commitment to users.

Open the ProtonVPN application and login to your account. Ensure you're using the paid version, as free version may not be able to unlock certain streaming services. If you don't have an account yet, you can register one first. After login, you'll see the main interface showing current connection status and available server list.

In the server list, select the country where the streaming service you want to watch is located. For example, to watch US Netflix choose US server, to watch UK BBC iPlayer choose UK server. ProtonVPN has servers in 63 countries, covering all regions of mainstream streaming services. Some servers are specifically optimized for streaming, providing more stable connections.

Click the "Connect" button and wait for successful connection. Usually takes a few seconds to half a minute. After successful connection, the interface will show "Connected" status, displaying your new IP address and location. If connection fails, try switching to another server in the same country, or change VPN protocol (WireGuard is usually fastest).

Open browser or streaming app, access the platform you want to watch (Netflix, Hulu, Disney+, BBC iPlayer, Amazon Prime Video, etc.). Since your IP address now shows as the server's country, the platform will think you're in that country, allowing you to access that region's complete content library.

Now you can watch all content in that country/region without geo-restrictions. For example, US Netflix has a much larger content library than other countries, Japanese Netflix has exclusive anime content, UK BBC iPlayer has complete British drama resources. You can freely switch between servers in different countries to watch content from different regions.

If a server is slow or buffering frequently, try switching to another server in the same country. Enable WireGuard protocol for faster speeds. Ensure your basic network speed is sufficient (recommend at least 10Mbps). If issues persist, clear browser cache and cookies, or restart the streaming app. Some streaming services detect VPNs, if blocked, wait a few days and try again or contact customer service for help.

ProtonVPN fully supports Windows 7, 8, 10, and 11 systems, providing a feature-complete desktop client. Supports both 64-bit and 32-bit systems, but 64-bit is recommended for best performance. Client includes all advanced features: WireGuard protocol, NetShield, Secure Core, Split Tunneling, etc. Auto-update feature ensures you always use the latest version, getting latest security patches and feature improvements.

Supports macOS 10.13 (High Sierra) and above, fully compatible with both Intel and Apple Silicon (M1/M2/M3) chips. Native Apple Silicon optimization ensures best performance and battery life on latest MacBooks. Client interface follows macOS design specifications, perfectly integrated with the system. Supports menu bar quick connect, auto-start, and other features for smooth and natural user experience.

Supports iPhone and iPad, requires iOS 14.0 or higher. Compatible with iPhone 6s and newer models, iPad 5th generation and newer, iPod touch 7th generation. Can be directly downloaded and installed from App Store. Interface optimized for touch screens, intuitive and convenient operation. Supports background connection, quick settings widget, Siri shortcuts, and other features for safer mobile internet.

Supports Android 6.0 (Marshmallow) and above, covering most Android devices on the market. Uses Material Design language, beautiful and practical interface. Supports background connection, always-on VPN, exclude apps, and other features. Can be downloaded through Google Play store, or directly from official website to download APK file for manual installation. Regular updates ensure compatibility with latest Android versions.

Supports mainstream Linux distributions: Ubuntu 18.04+, Debian 10+, Fedora 32+, Arch Linux, etc. Provides .deb and .rpm installation packages, also supports compiling from source code. Both command-line interface and graphical interface are supported, meeting different user needs. Detailed installation documentation and troubleshooting guides help you install and use smoothly. Open source code ensures perfect compatibility with Linux ecosystem.

Besides installing clients directly, you can also configure ProtonVPN on routers to protect all devices on your entire home network. Routers supporting OpenVPN and WireGuard protocols can be configured. After configuration, all devices connected to that router (including smart TVs, game consoles, IoT devices, etc.) are automatically protected by VPN. Official website provides detailed router configuration tutorials, supporting various mainstream router brands.

First confirm your device is normally connected to the internet. Try opening a browser to access several common websites (like Baidu, Taobao, Tencent, etc.), see if they load normally. If other websites also can't be accessed, it's your basic network issue, not ProtonVPN's problem. Check if WiFi is connected, ethernet cable is plugged in properly, router is working normally. Restarting router and modem may solve the problem.

In ProtonVPN client, try connecting to other servers. Sometimes specific servers may be temporarily overloaded, under maintenance, or experiencing failures. Select other servers in the same country, or try connecting to servers in other countries. If all servers can't connect, it may be a network environment issue; if only specific servers can't connect, wait a while and try again or contact customer service to report the problem.

In ProtonVPN settings, switch between different VPN protocols. WireGuard is fastest, but may be blocked in some network environments; OpenVPN has best compatibility, suitable for most scenarios; Stealth protocol is specifically designed to bypass deep packet inspection, particularly effective in areas with strict network censorship. IKEV2 performs stably on mobile devices, suitable for users who frequently switch networks. Try different protocols to find the option most suitable for your current network environment.

Ensure your firewall or security software hasn't blocked ProtonVPN connection. Windows Firewall, third-party antivirus software, enterprise network firewalls may all block VPN connections. Add exception rules for ProtonVPN in firewall settings, allowing it through. Temporarily disable firewall to test if firewall is causing the issue. If it's an enterprise network, contact IT department to confirm if VPN connections are allowed.

Completely close ProtonVPN application (ensure process is fully exited, not just minimized), then reopen it. If issues persist, restart your device (computer, phone, or tablet). Restarting can clear temporary files, reset network configuration, solving many temporary issues. Ensure you're using the latest version of ProtonVPN client, old versions may have known issues.

If the above steps cannot solve the problem, contact customer service through the official website for professional help. You can contact technical support through online chat, email, or ticket system. Provide as detailed information as possible: error message screenshots, device and operating system version used, ProtonVPN version, servers and protocols tried, your network environment (home WiFi, mobile data, enterprise network, etc.). Customer service team will reply within 24 hours and assist you in solving the problem.