FAQ
Questions, answered.
16of the most common questions. If yours isn't here, the support team replies within one business day.
Getting started
How do I sign up?▾
Click 'Get protected' anywhere on this site, give us an email and password, and pick a plan. Your VPN account is provisioned immediately — no waiting list, no manual review.
Which app should I install?▾
We have native apps for Windows, macOS, Android, and iOS. The dashboard auto-detects your platform and links you to the right one. Or use any WireGuard / OpenVPN client with a manual config.
How many devices can I use at once?▾
Up to 5 simultaneous connections per account. There's no per-device install limit — you can install on as many machines as you like, just only 5 can be connected at the same time.
Privacy & security
Do you keep logs of my activity?▾
No. The infrastructure is configured to discard traffic, DNS queries, source IPs, and connection metadata. Servers are RAM-only — every reboot wipes state. The only things we keep on our side are your billing record and account info.
What encryption do you use?▾
WireGuard uses ChaCha20-Poly1305 for encryption with Curve25519 for key exchange. OpenVPN uses AES-256-GCM with RSA-4096 or ECDH. IKEv2/IPSec uses AES-256-GCM with Diffie-Hellman Group 20. All meet or exceed AES-256-equivalent strength.
Are you protected against DNS leaks?▾
Yes — every NexGuard client forces all DNS queries through the tunnel. We also block DoH bypass attempts and (where the OS allows) IPv6 leaks. The DNS server is operated by us; it doesn't talk to Google/Cloudflare/etc.
Where are you incorporated?▾
We operate under the legal framework of our infrastructure provider, who has a public no-logs commitment. Specifics live in the privacy policy — and matter less than the no-logs configuration of the servers themselves.
Protocols & performance
Which protocol should I use?▾
WireGuard for most situations — it's the fastest. OpenVPN over TCP/443 if your network blocks UDP (corporate firewalls, hotel Wi-Fi). Stealth mode in restrictive regions where DPI actively blocks VPN signatures. The app picks the best one automatically by default.
Why is my speed sometimes slower?▾
Three usual suspects: (1) physical distance to the server, (2) server load, (3) your ISP throttling. The Servers page shows live load — pick a low-load server in the country closest to you for best speeds.
Does NexGuard work in countries that block VPNs?▾
Stealth mode is designed for exactly this. It wraps the tunnel inside TLS 1.3 so it looks like normal HTTPS. It defeats most consumer-grade DPI but no VPN can guarantee bypass against a determined state actor.
Billing & refunds
What payment methods do you accept?▾
Visa, Mastercard, American Express, PayPal, and major cryptocurrencies. We use Stripe for card and PayPal processing — your card details never touch our servers.
Do you offer a refund?▾
Yes — 30 days, no questions asked. If NexGuard isn't faster and safer than what you have, email support and we'll refund you. The Lifetime plan has the same 30-day guarantee.
Can I cancel anytime?▾
Absolutely. From your dashboard → Billing → Manage subscription. Monthly and yearly plans run to the end of the current period; lifetime is a one-time payment with no recurring charges.
Troubleshooting
My connection drops every few minutes.▾
Almost always a battery-saver killing the VPN service in the background — most common on Xiaomi/Huawei/Samsung Android phones. Allow NexGuard in your battery optimization settings. If it persists, try OpenVPN TCP — some networks throttle UDP.
I forgot my VPN password.▾
Sign in to the dashboard → Account → Change VPN password. Your client will need the new password on next connect. (This is different from your account password.)
I can't access a streaming service.▾
Try a different server in the same country — load balancers often steer detected VPN IPs to a captcha. The Streaming-optimized routes flag (coming soon) is rolling out per region.