Help center
VanyaVPN Support
Answers to the questions our users ask most often
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Head over to the customer help section
Main questions:
Not working or working poorly
The app does not install or does not run, cannot connect to the server, works slowly, some sites do not open, and so on.
Key not received
You paid but received nothing, or you lost/forgot your key.
Subscription details
Check your subscription end date, next payment date and the linked card.
Install on an unusual device
Need instructions for installing the VPN on Android TV, routers, etc.
Change plan, renew or cancel subscription
Make changes to your subscription, unlink your card, delete your account.
Let us recover your key
Enter your email:
Subscription not found or expired.
The key has been sent to your email
We will send your key to the email you enter
iOS and Android
Windows
macOS
Router
Android TV
Routers
VanyaVPN can be installed on almost any router. Several PPTP and OpenVPN servers are available specifically for routers.
Renew subscription
You already have an active subscription and want to renew it.
Change plan
Switch to a monthly, semi-annual or annual plan.
Link a different card
If your subscription is paid from one card and you want to link another one.
Turn off auto-renewal
If the service is not for you and you do not want the subscription to renew.
My trial subscription renewed
VPN stopped connecting
It used to work, but now it says the key has been reissued.
Not sure how to add the key
Step-by-step guide to using the app.
Not sure how to add the key
Step-by-step guide to using the app.
Not sure how to add the key
Step-by-step guide to using the app.
Connection error
If the key is definitely correct but the app shows an error.
Trouble uninstalling the app
Install on an older macOS version
If you are on macOS High Sierra or older.
VPN not working on a router
Please make sure all of the following is true:
If everything checks out, try the following:
- You are setting up the VPN on a router that supports it. We listed popular router models that can run a VPN, with setup instructions, in this manual.
- In your account, in the "Router" section, make sure you are copying the router credentials, not the Shadowsocks config.
If everything checks out, try the following:
- If your router lets you set the MTU for the VPN connection, set it to 1492.
- Try connecting several times, and if that fails, use a server IP address from a different country.
- Some ISPs block PPTP connections entirely, for example Beeline. Ordering a "Static IP" service from your ISP very often helps: after that PPTP starts working.
- If PPTP does not work but your router supports OpenVPN connections, try connecting over that protocol.
- If none of this helped, message our support on Telegram and we will try to help you.
Older macOS version
If you are on macOS High Sierra or older.
Step-by-step guide to the VanyaVPN app
- Open the VanyaVPN app;
- Tap the plus icon in the top right corner;
- A panel for entering your key will open at the bottom;
- Paste in the key you received by email. It starts with ssconf://
On Windows, press Ctrl+V to paste the key.
- Tap the "Add server" button;
- Your server will now appear in the app along with a "Connect" button – tap it;
- Done, you are now connected to the VPN.
Most likely you need to update your key
- Go to your account and copy the key there (it starts with ssconf://);
- Open the VanyaVPN app;
- Tap the plus icon in the top right corner;
- A panel for entering your key will open at the bottom;
- Paste in the key. It starts with ssconf://
On Windows, press Ctrl+V to paste the key.
- Tap the "Add server" button;
- Your new server will now appear in the app along with a "Connect" button – tap it;
- Once you are connected, you can delete the old server.
Setup guide for older macOS versions
- Download a third-party client that works on older macOS versions;
- Unpack the archive and move the app to the Applications folder;
- Open the app. Its paper-plane icon will appear in the top menu bar (to the left of the clock). In the app menu choose "Import server URLs".
Add the legacy-format key (it starts with ss://) to the app. You can find it in your account, in the "Configs" section; - Turn the VPN on by clicking "Turn Shadowsocks ON";
- Make sure the "Global mode" checkbox is ticked. If it is not, tick it.
If it will not connect to the server and the key is definitely correct
Installing a newer version of our app will most likely fix this.
If that does not work, use our alternative client.
- First uninstall our app from your computer via the Control Panel. It is called VanyaVPN (or VPN).
- Now download the new version of the app via this link and paste your VanyaVPN key into it – everything should work.
- During installation the app may ask for permission to install a VPN adapter – be sure to click "Allow".
If that does not work, use our alternative client.
If the app will not uninstall
Sometimes our app may be missing from the Control Panel. In that case, to remove it, simply delete the VanyaVPN folder from the Program Files directory.
Important: If deleting the folder brings up a message that the program is currently running – end the OutlineService.exe process in Task Manager, then try deleting the folder again.
Important: If deleting the folder brings up a message that the program is currently running – end the OutlineService.exe process in Task Manager, then try deleting the folder again.Android TV setup guide
Router setup guide
How to renew your subscription
VanyaVPN works as a subscription — you do not need to renew it manually, we renew it automatically when it is about to end. If you turned off auto-renewal, or want to renew ahead of time, you can do it on this page of our site. When renewing, enter the same email your current subscription is on – that way the subscription gets extended, your access key stays the same, and you will not have to set up your apps again.
How to change your plan
You can change your plan in your account. If you are currently on the trial plan, the monthly plan will start automatically when it ends. If you want a semi-annual or annual plan after the trial, you need to switch to it in your account before the trial ends.
How to link a new card
To change the linked card, simply pay for the subscription again on the home page of our site. Enter the same email your subscription is currently active on. After the payment your subscription will be extended by the paid period, and the new card will replace the old one as the payment method.
Cancel subscription
Enter your email:
Could not cancel the subscription. Please contact us.
Your subscription has been cancelled
The subscription will keep working until the end of the paid period and then stop.
Why did my trial subscription renew for a month?
If you bought the 1-day subscription, the monthly plan starts when it ends, unless you cancel the subscription beforehand yourself or through support. The upcoming renewal is stated in bold right under the "Try it" button, in your account, and in the offer agreement.
You can cancel the subscription: it will keep working until the end of the paid period and then stop.
You can also manage your subscription in your account at https://vanyavpn.es/cabinet.
You can cancel the subscription: it will keep working until the end of the paid period and then stop.
You can also manage your subscription in your account at https://vanyavpn.es/cabinet.
View subscription details
All the information about your subscription is available in your account at https://vanyavpn.es/cabinet.
Is using a VPN legal in Russia?
Yes.
As of today there is no law in Russia that forbids individuals from using VPN services. There is no liability for it whatsoever.
As of today there is no law in Russia that forbids individuals from using VPN services. There is no liability for it whatsoever.
How many devices can I connect?
No limits.
You can use one key on all your devices at the same time. You can even share your key with your family – our terms allow it
You can use one key on all your devices at the same time. You can even share your key with your family – our terms allow it
Which countries are included in the subscription?
We offer 174 locations:
At purchase we automatically pick the location that gives you the fastest connection. But if you need a specific country, or some sites do not open from your location, you can switch between locations right in our app at any moment, without limits.
Most of our locations have a gigabit channel, but there are also 10-gigabit locations as well as slower countries. More details about our locations are available on this page.
The list of locations grows regularly, and all new locations are added to your subscription at no extra charge.
At purchase we automatically pick the location that gives you the fastest connection. But if you need a specific country, or some sites do not open from your location, you can switch between locations right in our app at any moment, without limits.
Most of our locations have a gigabit channel, but there are also 10-gigabit locations as well as slower countries. More details about our locations are available on this page.
The list of locations grows regularly, and all new locations are added to your subscription at no extra charge.
How do I change the location in the app?
To change the location, tap the three dots on the server card and choose "Change location".
If you are connected to the VPN, the "Change location" item will not be in this menu. Disconnect from the VPN and it will appear.
If you are connected to the VPN, the "Change location" item will not be in this menu. Disconnect from the VPN and it will appear.
Is there a location in Russia?
Yes, we have a location in Russia.
Can you add a location you do not have yet?
Most likely yes.
Message us on Telegram at @vanyasupport and we will try to add the location you need.
Message us on Telegram at @vanyasupport and we will try to add the location you need.
Can I try the service before buying?
Yes, we have the "Vanechka" trial plan for 10 rubles.
You get full access to all locations for 1 day, with no extra limits. That is enough time to install our app, connect to a server, make sure everything works and enjoy the high connection speed
After the trial the monthly plan starts, but if for some reason you do not like the service – just cancel the subscription in your account.
You get full access to all locations for 1 day, with no extra limits. That is enough time to install our app, connect to a server, make sure everything works and enjoy the high connection speed
After the trial the monthly plan starts, but if for some reason you do not like the service – just cancel the subscription in your account.
How hard is it to set up a VPN?
Can I pay for VanyaVPN with a Russian card?
Yes, and that is our advantage. We accept Russian Visa, MasterCard and MIR cards, SberPay, Tinkoff Pay and Yandex Pay.
Will the VPN work with my ISP?
Yes, in Russia VanyaVPN works with absolutely any ISP. If you are physically in Russia and have internet access, VanyaVPN will work for you.
Is the VanyaVPN VPN available from abroad?
We work everywhere except Turkmenistan.
That country has heavy state control over the internet. Technically we could bypass the blocks there, but it would take a lot of resources, and since that country is not our market – we decided not to spend the effort to operate there for now.
That country has heavy state control over the internet. Technically we could bypass the blocks there, but it would take a lot of resources, and since that country is not our market – we decided not to spend the effort to operate there for now.
Where do I download the app for my device?
All our apps are available at https://vanyavpn.es/app.
Can I install the VPN on a router?
Yes, VanyaVPN can be installed on almost any router!
After paying for a subscription, in your account (in the "Router" section) you will find settings for the PPTP and OpenVPN protocols, which almost all modern routers support.
After paying for a subscription, in your account (in the "Router" section) you will find settings for the PPTP and OpenVPN protocols, which almost all modern routers support.
Is there a traffic limit?
Yes, there is a technical limit of 500 gigabytes per month per location. We offer 174 locations, so in total you can use 87 terabytes of traffic per month. And if you exceed that threshold, we will double your limit for free on request.
On average users consume no more than 50 gigabytes a month, so our limit should be more than enough.
On average users consume no more than 50 gigabytes a month, so our limit should be more than enough.
Can you see which sites I visit?
No. The protocol we run on technically does not let us see your traffic.
If you did not find the answer to your question on this page, message us on Telegram at @vanyasupport — we are always in touch 