You can always contact us through the following ways:

• Website: https://www.shadowsocksvpn.net
• Email: [email protected]
• QQ: coming soon
• Telegram: coming soon

The web version of the apps, e.g. Telegram, WhatsApp or Gmail, are using HTTPS, which is supported by split mode. The split mode can only change the routing mode for HTTP (port 80) and HTTPS (port 443). That is why you can access the web version.

For the app version, they might have used any ports. Hence you will need to do one of these steps:

• Use "Global Mode" in routing settings
• Change the proxy settings of the app, below is an example of changing proxy settings for LINE:
  
  

• While you try to login on a new device, if the device limit has been reached, you will get redirected to the "Unbind Device" page, from there you can unbind the devices
• Or, you can go to "Menu" -> "App Settings" -> "Device List", click on the device to unbind it.

We understand that sometimes we forget our passwords or even usernames. That is why we make it easy for you. Here is what you can do:

• Forgot username: contact us and provide the payment record screenshot to us. 
• Forgot password: You can click on forgot password in the app.

We have found that, some users don't know which server to use after deciding which region to use.

To make it easier for you, we decide to show region only. ShadowsocksVPN will automatically select the best performance server within your selected region for you. These are the details:

• Location list only shows the regions. Under the hood, there are hundreds of servers within each region. Upon selecting a region, ShadowsocksVPN will connect you with the best performance server according to your network condition.
• If you don't like the connected server, you can always disconnect and re-connect to the same region, you will be connected to a different server.
• You can repeat above step until you are satisfied.

There are several common reasons:

• Slow local internet (without VPN on)
• Certain VPN server location has busy traffic

To troubleshoot the network issues, please follow the steps:

• Check your local network speed by disconnect the VPN;
• While keeping VPN disconnected, switch between WIFI, 4G, 5G to find the troubleshoot your network. E.g. if your wifi has poor connectivity, switch to your cellular 4G/5G.
• Disconnect VPN, switch to another region, and connect;
• If you like to stay in the same region, try disconnect and reconnect to the same region. Even you are selecting the same region, there are actually hundreds of servers behind a single region. Every time you connect, we will relocate a different server for you.
• You can repeat above steps until you find the best server for you.

Global Mode: Access everything with VPN. This might slow down some local websites & apps traffic.

Split Mode: Only use VPN when accessing common GEO blocked (China firewall blocked) websites, e.g. Google, Youtube, Netflix etc. When accessing Chinese websites, use local network without VPN.

You can change the routing mode under App Settings.

If you found certain websites or apps can't be accessed, please change your routing mode settings to "Global Mode".

Contact us if you have any other questions.

You can earn points by referring a friend, and then use points to redeem plans. These are the details:

• To get the "Referral Code" or "Referral Link", go to "Share & Gift", click on "Share Now". Then you can share it to your friends, publish it to your blog or social media websites.
• Upon a success referral, you will earn 1 point; Each point can redeem for a 1-day pass.
• After redemption, you can view your plans under "My Account".
• A successful referral requires: the referee downloads and uses the app. If your referee has downloaded the app but hasn't started using the app, your referral point will not be added into your account until the referee uses the app.

There might be a few minutes delay on payment gateway. It happens sometimes. These are the details:

• We currently support: Alipay, Wechat QRCode Scanning Payment, Union Pay.
• If the payment was successfully made, but the plan is not showing under "My Account", please wait for 5 minutes, logout and login again.
• After above actions, if the problem persists, take a screenshot of the payment record and contact us.

Yes. You can use ShadowsocksVPN for free forever as long as you perform "Daily Check-in". Everyday you can have 1 hour free time. You can also refer a friend. You get 1 point for each successful referral, which can be redeemed for a 1-day pass. These are the details:

• ShadowsocksVPN promises to provide daily check-in free VPN feature forever.
• New user gets 2 hours free time; you can get 1 hour free time the following day by checking in.
• There is no data limited on the free time, but you can only use the servers from free locations.
• You can earn points using our referral program, which can use to redeem plans.

Yes. You can connect multiple devices using one account. The # of devices is depended on the plan you purchased. These are the details:

• Doesn't matter which platform you signed up the account from, e.g. you signed up from android app, you can use the same account to login to iOS, macOS, or Windows app.
• Depends on the plan you bought, each plan supports different # of devices. One account can support unlimited devices in theory.
• If the # of connected devices is over limit, you will be prompted to unbind the other devices upon sign in.
• Each device can only register up to two accounts, regardless it is a computer or a phone.

Yes, we do! We offer 1-2 hours free trial time everyday. To start your free trial, please follow the steps:

1. Download the app
2. Register an account
3. Click on "Daily Check-In" button on home page

Note: the free trial is limited time offer, it might be ended anytime without notice.

While there are free VPNs for iPhone available, they can’t match a service like ShadowsocksVPN, which provides optimized connections for superior speed, security, and stability, without any bandwidth caps. We keep your online traffic secure with strong encryption while offering 100+ global server locations to choose from. You’ll also have access to our 24/7 customer support via live chat and email.

ShadowsocksVPN is first and foremost a privacy company and therefore stores no activity logs and no connection logs. ShadowsocksVPN also never stores any data that would allow anyone to trace a specific network activity or behavior back to an individual user.

The iPhones have the VPN feature built in. But in order to have VPN service, you need to connect to VPN server and iPhones don't provide the VPN server.

While iPhones provide the option to connect to a VPN server in the phone’s Settings, it is technically not a VPN service and still requires you to connect to a third-party VPN service like ShadowsocksVPN.

Having a VPN on your iOS device will ensure that everything you do is secure. By connecting to any of our 100+ VPN server locations you can change your device’s IP address, protect your data on unsecured Wi-Fi networks, and access blocked content.

A VPN, or virtual private network, adds a layer of security between your iOS device and the internet, protecting you from online snooping, interference, and censorship. With ShadowsocksVPN, you can stream, shop online, and browse the internet privately and securely.