Help center
Get unstuck in under a minute.
Most questions are answered below. If yours isn't — our chat replies in under a minute, 24/7.
Account
I forgot my password — what now?
Use the "forgot password" link on the login page. You'll get a reset link within seconds.
Can I change the email on my account?
Yes — head to your account dashboard once the backend is live, or email support and we'll do it for you.
How do I cancel my subscription?
Cancel any time from your dashboard, or email support. Your access continues until the end of the billing period.
Setup
Which app should I install first?
Start with your phone — it's the device most likely to join untrusted networks. Then your laptop. Then everything else.
How do I install PhoenixVPN on my router?
See our router guide at /apps/router — it walks through OpenWrt, DD-WRT, pfSense, and AsusWRT-Merlin.
Why does my computer ask for my password on first connect?
On macOS and Linux, the VPN client needs to install a network profile. macOS asks once; Linux asks for sudo only at install time.
Troubleshooting
A streaming service stopped working overnight — what now?
Streaming services occasionally update their detection. Try a different city, or check our live status page. We usually have a fix within a few hours.
My speed dropped after connecting — why?
Try a closer server, switch from OpenVPN to WireGuard, and disable threat protection temporarily to isolate the cause. If it persists, email support — we'll diagnose it.
The kill switch is blocking my local network — how do I allow my printer?
Open Settings → Network → Allow local devices. The kill switch will still cut external traffic on disconnect.
Still stuck?
Real humans on chat, average response under 60 seconds, every hour of every day.