- Is TorGuard related in any way to the “tor” project?
Answer: No, The reference to "tor" in TorGuard relates to "torrents" and guarding one’s privacy when using bitorrent. We are not related in any way to the “tor” project however the company does support through donations.
- Why does OpenVPN on the iOS app drain my battery so fast?
Answer: Some users have noticed when they select OpenVPN in our iOS app, the amount of battery power our app uses dramatically increases. The issue lies in how the operating system reports battery usage. When you connect to our VPN using OpenVPN, the iOS operating system registers the network requests and responses of the other apps that use the VPN connection as belonging to the TorGuard app. This affects every OpenVPN app on iOS, IKEv2 also supported natively does not have such issues.
- Do you support port forwarding?
Answer: Yes we do, port forwarding is limited to ports above 2048 and is supported through tunnel types OpenVPN, WireGuard and OpenConnect.
- Do you offer an affiliate program?
Answer: Yes, TorGuard provides users one of the most profitable affiliate programs in the industry with a 30% recurring commission rate on all sales referred. If you run a blog, hosting company, or just have a few friends that want to sign up then this is a great way to earn extra cash. Contact the affiliate/reseller department today for more information or visit our VPN affiliate page.
- What forms of payment do you currently accept?
Answer: TorGuard currently offers many payment options. We accept all forms of credit card, debit card, Visa, Amex, Mastercard, Discover, Bitcoin and other Cryptocurrency (via CoinPayments), BTC and LTC through our very own BTCPay Node, Paypal through Paddle and Gift Cards and other payment options via PaymentWall and PayGarden.
- What locations do you offer?
Answer: We offer many locations around the world with multiple endpoints in each location, please see below:
Country-City AUS:Sydney AUT:Vienna BEL:Brussels BGR:Sofia BRA:Sao Paulo CAN:Toronto CAN:Vancouver CHE:Zurich CHL:Vina del Mar CZE:Prague DEU:Frankfurt DNK:Copenhagen EGY:Cairo (Virtual) ESP:Madrid FIN:Helsinki FRA:Paris GBR:London GRC:Athens HKG:HongKong HUN:Budapest IDN:Jakarta IND:Bangalore IRL:Dublin ISL:Reykjavik ISR:Tel Aviv ISR:Jerusalem ITA:Milan JPN:Tokyo KOR:Incheon (Virtual) LUX:Luxembourg MDA:Chisinau MEX:Mexico City (Virtual) NLD:Amsterdam NOR:Oslo NZL:Auckland POL:Warsaw PRT:Lisbon ROM:Bucharest SGP:Singapore SVK:Bratislava SWE:Stockholm THA:Bangkok UAE:Dubai UKR:Kremenchuk USA:Atlanta USA:Chicago USA:Dallas USA:Las Vegas USA:Los Angeles USA:Miami USA:New Jersey USA:New York USA:Seattle USA:Salt Lake City
- How do I cancel my account/subscription?
1) Login to your client area and in the top menu click Services --> My Services
2) Next to your service click --> Manage --> Request Cancelation for each service. If the service is already suspended then this link won't show.
3) Cancel any recurring payments remove your credit card details from your account here https://torguard.net/clientarea.php?action=creditcard
If this is done within 7 days you will need to submit a support ticket to receive a refund. If you have problems we can always help solve those one way or another, just let us know about them here.
- I am receiving authentication failures. How do I connect?
Answer: Login and make sure your service status is not terminated or suspended under Services >> My Services, if not, browse to the manage credentials page to view your username and reset your password, If those don't work contact our support desk. Please remember that your service details once reset will be separate to your billing login details.
- I haven't received my Dedicated IP. Where is it?
Answer: Most of the time you will recieve your Dedicated IP within minutes, sometimes you may need to submit a support ticket to get that assigned.
- Can I change my Dedicated IP?
Answer: Yes you can change your IP at anytime however we do charge a switching fee of 5 USD to change your IP, this is mandatory, to do that contact our support desk stating that you wish to change your IP and with the new location you want - we will issue an invoice for the switch.
- How do i connect to my Dedicated IP?
Answer: Please check our support center for guides on how to use your Dedicated IP: https://torguard.net/support/
- Some external websites are blocked, what do i do?
Answer: Many TG Clients use our Dedicated IP or shared IP's for many different services - TorGuard has no control over what external services block our IP ranges, if for some reason your service has stopped functioning or it is clear your IP was flagged as being a proxy or VPN you can request a change for 5 USD, if you are on a streaming IP we will mostly replace that free of charge if the service is supported.
- I connected to the VPN, but I still can't access any websites. What do I do?
Answer: The most common cause for this is DNS, please follow the guide here.
- Im having stability problems, disconnections etc is there an easy fix ?
Answer: Disconnects and stability issues are mostly caused by security software, please follow this guide here to help you resolve the most common causes.
- How do I know my TorGuard VPN service is working?
Answer: Simply connect to the TorGuard VPN and browse the following IP page here and make sure that you see the VPN IP as displayed in the TG software and next to it should show as (Protected).
- Can you use both VPN and Proxy together for Increased Security?
Answer: Yes you can - they should both work simultaneously, if you are using port forwarding through the VPN then you need to use the VPN only.
- There are so many options, what solution is best for me?
Answer: TorGuard offers a privacy solution for everyone. Our most popular package, the anonymous vpn service, is for users that prefer maximum security and to tunnel ALL traffic through vpn. This includes ALL applications, uploads, downloads and everything else that will access the internet from your PC or Device. The anonymous torrent proxy, is for users that prefer to anonymize only torrent client traffic or web browser traffic. The service works on all popular torrent clients - utorrent, bittorrent, deluge, vuze and more... TorGuard's Anonymous Email services offer OpenPGP Encryption from any web browser.. Use our Anonymous Email Service to communicate in complete security with any other OpenPGP-compatible email user anywhere in the world.. There is no known method which will allow a person or group to break OpenPGP's encryption by cryptographic or computational means. Webmail encryption gives you have the power to uniquely encrypt a message before it leaves your email with OpenPGP encrytion..
- How long after I signup will I be able to use my service?
Answer: Account activation is instant! As soon as our payment processor approves the payment, you will be emailed an activation email with complete instructions on how to get up and running. If you have any questions, remember, our live chat and support desk is always ready to help.
- Can I send email via your VPN ?
Answer: Yes you can, we recommend using SSL based ports - we do block outgoing SMTP port 25 to prevent abuse.
- Does TorGuard keep logs?
Answer: Absolutely not - never have and never will!
- I can't get my service to work, and I'm getting frustrated. How can I get this working?
Answer: Take a deep breath. Setup is actually very simple. We pride ourselves on the best support in the biz and are here to help you with any issue you encounter. If you can't find your answer in our knowledgebase or Quick Setup Guide then by all means please contact us on our support desk. We can do a teamviewer and remotely setup anything you need or guide you step by step throgh ticket or email..
- How many simultaneous connections can I use with your service?
Answer: You get x8 simultaneous connections free on the standard service and x12 on the Pro service, that means you can use 8 or 12 devices/PC's simultaneously at the same time.
- Is there any penalty to cancel? What is your refund policy?
Answer: If for any reason you are not happy with your service within the first 7 days we'll issue a 100% refund - please do bear in mind users who order "fresh" Dedicated IP's, these are non-refundable once assigned, we will subtract the payment for Dedicated IP's and refund the service payment if you have already been assigned a fresh IP.
You must also follow the correct cancelation procedure by loging into your TG account and cancelling via My Services >> View Details >> Management Actions >> Request Cancelation. Any recurring payments made through subscriptions that you fail to cancel are also non-refundable.
- Why should I choose TorGuard over another solution?
Answer: We mean what we say, we do all we can to keep your privacy intact no matter what! We also offer top notch support and easy to use software for all of our services - your satisfaction and complete privacy is our goal. We let the quality, speed and security of our network services speak for themselves. It's no secret that TorGuard offers the best value in the market and we are willing to put our reputation on the line to prove it to you. Don’t take our word for it, test it for yourself.
- Would TorGuard ever share my information with a third party?
Answer: We don’t share any information with anyone regarding our network or its users and won’t even consider communicating with a 3rd party unless they’ve first obtained adequate representation within our legal jurisdiction. Only in the event of an official court ordered ruling would we be forced to hand over blank hard drives. There’s nothing to hand over but an operating system. ( No Logs)
- How are payments linked to individual user accounts?
Answer: Our billing area and VPN/Proxy network are completely separate systems. This is to ensure the privacy and securities of our customer’s accounts are upheld at all times. Our backend will only ever see you as a random hash, nothing can link you to billing or our servers.
- What sort of speed will I get?
Answer: Bandwidth and speeds are not limited in any way, WE DO NOT THROTTLE. All of our servers feature either 1Gbps or 10Gbps port speeds, so DL rates can vary from 5MB's – 100MB's depending on your connection speed, there are many variables that come into play when debugging speed issues, if you have slow speeds submit a ticket to our support desk, we can normally help resolve any speed issues you have.
We do highly recommend that you connect through our TorGuard Client or Mobile Apps and use "Tunneltype" WireGuard - this will give you the best speeds possible and in most cases max out your line speed without any problems.
- Im having stability problems, disconnections etc is there an easy fix ?