4.4
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I had a mess of old PureVPN versions on my Mac that weren’t properly uninstalled, and things just weren’t working. Thankfully, PureVPN’s chat support came through — Emily was incredibly patient and knowledgeable. She walked me through a clean install step-by-step and got everything working again. Truly top-notch service. Thanks, Emily!
(Edit 2)
Refund in process, thanks for the support team.
(Edit)
According to their 31-days refund policy, they should NOT even asked me questions when I filed the refund.
(Original)
I filed a refund after 3 days of initial purchase because it didn't met my expectations. I've tried to refund via Live Chat first, but no one is online after waiting for 2 hours on NA prime time. Then I sent a mail to Consumer Support team, they asked me some questions and generic solutions. I answered their questions and replied the solutions are not working for me, thus I need refund. But they ask the same questions again, ignoring my refund request. I asked for refund again and no response for 2 days now. Worst experience ever met, I will never purchase PureVPN ever again.
+ It just works
- They hunt on your mistakes when you try to renew subscribtion. Did one missclick and got charged 54$ for one year vpn I never asked for (to bad I never unlinked my paypal). My refund request was of course declined
Be very aware of those sneaky methods.
Bought a "lifetime" membership with Ivacy and that was terminated when they were bought out by purevpn. When PureVpn was presented with my receipt they reinstated my subscription for free.
The service is better than Ivacy was. Better speeds and more choices of countries.
Make sure your personal data and Internet activity are never exposed with the extremely reliable VPN trusted by over a million users. PureVPN’s self-managed VPN network has a wider reach (6500+ servers nodes in 141 countries) and allows more simultaneous device connections (five) than pretty much any other VPN out there. “Bottom line: Solid performer giving nice mix of advanced and newbie features. Just enough features to stand out from the rest of the VPN service crowd.” - PC Mag • Connect w/ up to 5 devices at once at top speeds • Access a gigantic 6500+ servers in 141 countries across 6 continents • 100% Zero Log Policy (Audited and verified) • Use w/ your routers, gaming consoles & smartTVs • Use on nearly any device w/ an Internet connection • Receive live support 24/7 • Encrypt data w/ proprietary software, a self-engineered network & absolutely no third-parties • Secure your connection on public Wi-Fi hotspots • Utilize unlimited bandwidth & one-click functionality
British Virgin Islands
4.4
17K reviews
Replied to 70% of negative reviews
Typically replies within 48 hours
Used it for a while and worked fine, i subscribed for 1 year for 20 euros and after a few months i didnt need it so i stopeed using it, yesterday i was charged 50 euros and imediately contacted their support and explained that i havent used the service for a while and i dont want to pay for another year since i dont need it. The simply told me that i cant get a refund because the 30 days refund police dont work on renewals.
They dont warn you that they'll charge you in the upcoming days they let you just forget and straight up refuse to give you your money back
Date of experience: March 31, 2025
Reply from PureVPN
Hi! Thank you for sharing your feedback, and we truly understand your concerns. After reviewing your case, we regret to inform you that, as per our refund and renewal policies, we do not offer refunds on recurring payments. Please note that all payments are set to auto-renew by default, and both of these policies are clearly outlined on the order page for transparency. We apologize for any confusion this may have caused and appreciate your understanding. If you have any further questions or need assistance, please don’t hesitate to contact our support team.
+ It just works
- They hunt on your mistakes when you try to renew subscribtion. Did one missclick and got charged 54$ for one year vpn I never asked for (to bad I never unlinked my paypal). My refund request was of course declined
Be very aware of those sneaky methods.
Date of experience: March 31, 2025
I bought a 2-year subscription to watch Chinese streaming services. It worked at first, then the streaming service blocked PureVPN's only Chinese IP. I emailed their customer service, who is responsive but it's usually a different person who replies each time, and they can't give me another Chinese IP, so my subscription is useless now.
Date of experience: March 28, 2025
(Edit 2)
Refund in process, thanks for the support team.
(Edit)
According to their 31-days refund policy, they should NOT even asked me questions when I filed the refund.
(Original)
I filed a refund after 3 days of initial purchase because it didn't met my expectations. I've tried to refund via Live Chat first, but no one is online after waiting for 2 hours on NA prime time. Then I sent a mail to Consumer Support team, they asked me some questions and generic solutions. I answered their questions and replied the solutions are not working for me, thus I need refund. But they ask the same questions again, ignoring my refund request. I asked for refund again and no response for 2 days now. Worst experience ever met, I will never purchase PureVPN ever again.
Date of experience: March 28, 2025
Reply from PureVPN
Hi! We sincerely apologize for the experience you had and truly appreciate your feedback. Customer satisfaction is our top priority, and we regret that your refund request did not go as smoothly as you expected.
At PureVPN, we uphold our No Questions Asked, Risk-Free, Stress-Free, 31-Day Refund Policy, which allows customers to request a refund within 31 days of purchase. However, as stated in our policy:
"Remember, we will first try to resolve your issue successfully before processing the refund request."
We want to assure you that we were not ignoring your refund request at any point. For complete transparency, we received two refund requests from your end under Ticket ID 187745502898027 and Ticket ID 187745502899910, along with Ticket ID 2189922. We can confirm that all tickets were responded to on the same day they were received, and no request was left unanswered for two days as mentioned in your review.
Our team always strives to provide possible solutions to help resolve customer concerns, as many users find their issues can be fixed with troubleshooting. However, we completely respect your decision and have already processed your refund as per your request.
We are sorry that this experience did not meet your expectations, but we genuinely appreciate your feedback as it helps us improve our support process. If there’s anything further we can do to assist you, please don’t hesitate to reach out.
The windows App has a very polluted interface trying to upsell you additional services. The Windows app is also very slow when you start it up and it is very slow to connect. The android apps seem functional but also have a very polluted interface. Check out the PureVPN subreddit.
Date of experience: March 24, 2025
Reply from PureVPN
Hi Jason! We’re sorry to hear about your experience with the Windows and Android apps. We'd like to better understand the issues you’re facing and see how we can improve your experience. Could you please share your account details with us via email at apps@purevpn.com? Our team would be happy to assist you further.
Helped me perfectly. I had a problem with dedicated ip port forwarding and it was resolved to what I needed. Very pleased.
Date of experience: March 26, 2025
Reply from PureVPN
Hi! Glad we could help! 🎉 If you ever need more assistance—whether it’s troubleshooting, setup, or best practices—just let us know. 🚀
Below expectations for a commercial VPN.
Generally, it's a nice service, and I've been using it for 7 years now, but there are still many things that could be improved.
1. I cannot use many of the protocols in MacOS, as the installation instruction for them seems outdated, and nobody cares to update.
2. I tried to contact support to solve problems with viewing F1TV from Europe, but they were quite useless, saying it's never been tested, and that they will announce by email if they do. Not very friendly!
3. I tried to set up the service on my router, but it didn't work out, and the support was not too helpful too.
Another thing bothering me is constant upselling via the application, but I just want the main VPN service to work as expected.
Still, it's a nice service, but surely not the best one.
Date of experience: March 25, 2025
Reply from PureVPN
Hi Rajeev! Thank you for your kind words! 😊 We're thrilled to hear you're enjoying our service and finding it great value for money. If you ever need any assistance, we’re here to help!
PureVPN charged me over €400 in three separate payments for a 36-month renewal I never agreed to. I received no prior notice, no price update, and no reminder before this excessive charge was made. In my account, the subscription is still shown as €2.03 per month, which makes this amount completely unjustifiable.
I contacted customer support immediately. They cancelled the subscription but refused a refund, hiding behind internal policy – ignoring the fact that such automatic long-term renewals without proper notice are illegal under EU consumer law.
This is not a trustworthy service. I’ve initiated a chargeback through my payment provider and would strongly advise others to avoid PureVPN altogether. If you have any doubt, Just scroll though the subreddit /PureVPNcom.
Date of experience: March 24, 2025
Reply from PureVPN
Hi Lara! We sincerely apologize for the inconvenience and frustration this situation has caused. Our team has already reached out to you via email to address your concerns and work toward a resolution. Please check your inbox, and we’d be happy to assist you further.
They billed me for an automatic renewal that went completely unnoticed.
I purchased the service 2.5 years ago for 2.5 years. However, I wasn't aware of a hidden automatic renewal clause. After 2.5 years, it becomes an annual subscription, which is more expensive than the total of 2.5 years. Importantly, there was no advance notice of this change.
I contacted them again by email and wrote:
I would like to cancel my subscription again.
and immediately receive a refund of €75.49 debited from my Visa card on February 27, 2025.
I booked the subscription for 3 years and canceled immediately. And they only did it for 27 months instead of 36 (also fraudulent).
And they debited €80 from my ISA card on February 27, 2025, without informing me.
I didn't order the PureKeep password manager either!!!
Please transfer the money back immediately.
I tried contacting customer service, but after much back and forth I only received the answer:
Hello Jan,
Thank you for contacting Support!
I have checked your account details and let me inform you that your subscription previously has PureKeep included for free, however this opportunity was only for the first time purchase so you have been charged for the PureKeep on your renewal.
While we personally wish to fulfill your request, unfortunately, our hands are tied here as well and we have to follow our refund policy. After reviewing your account, we're unable to process a refund for the recurring payment, as our policy does not cover refunds for these recurring charges. You can review our policy here:
To avoid future charges, you always have the option to cancel your account before the next billing cycle.
We can also offer you to:
1- Hold/Freeze your account, i.e., disabling it, and reactivating it once you need it again.
2- Technical assistance for your convenience, with our skilled support team and 2nd-level support as well.
If you need further assistance, feel free to contact us.
Best Regards,
Furqan.
PureVPN Customer Support
Beware of this fraudulent company! They block VPN usage, force automatic subscription renewals, and refuse refunds.
Date of experience: March 24, 2024
Date of experience: March 23, 2025
Reply from PureVPN
Hi! Thank you for your kind words! 😊 We're glad you're enjoying our service. If you ever need any assistance, feel free to reach out—we're always happy to help! 🚀
I had a great time chatting with Emily, a customer support representative at PureVPN. She was incredibly helpful and went beyond her scope of work to assist me. Truly appreciated!
Date of experience: March 24, 2025
Reply from PureVPN
Hi! We’re so happy to hear that you had a great experience with Emily! 😊 She’s truly dedicated to providing top-notch support, and we’ll be sure to share your kind words with her.
If you ever need any assistance, we’re always here to help. Thanks for being a valued PureVPN user!
Tried to sign up multiple times to the free trial. Just gets error after error. Tried multiple payment methods.
Date of experience: March 23, 2025
PureVPN is running a cashback scam. I signed up through TopCashback, and the cashback they promised has still not been paid out after more than two weeks.
Their support team has been absolutely useless — constantly repeating that they’re “working on it” without doing anything. When I asked for a refund because they failed to deliver on their cashback promise, they refused and hid behind their bogus refund policy, saying recurring payments aren’t refundable. But guess what? I wouldn’t be asking for a refund if they hadn’t lied about the cashback in the first place.
This is blatant false advertising and dishonest business. If you value your time and money, stay away from PureVPN.
I’ll be posting this on Reddit, TopCashback, and everywhere else people should know the truth.
Date of experience: March 23, 2025
Reply from PureVPN
Hi! We’re sorry to hear about your frustration and appreciate you bringing this to our attention. To clarify, cashback is typically issued 31 days after purchase, and users need to first reach out to TopCashback before PureVPN reviews and processes the cashback.
In your case, we have not received any inquiry from TopCashback, which suggests that the request was not initiated on their end. That being said, we genuinely want to resolve this for you and have already reached out via email with the next steps to help facilitate your cashback.
We value transparency and customer satisfaction, and we’re here to assist you further. Please check your inbox, and feel free to reach out if you have any questions.
Just another another person robbed by this company. They will give the typical response so I'm not even going to bother waiting my time. Thier support is awful, I'm not surprised they don't give a support telephone number as they like to hide behind thier emails.
Date of experience: March 22, 2025
Reply from PureVPN
Hi Jon! We're sorry to hear about your experience. As per our refund policy, refunds are not available for recurring payments.
Upon reviewing your support history, we see that you previously reached out two years ago requesting a cancellation and refund. At that time, you were facing latency and ping issues, which we resolved by providing a new dedicated IP. Since the issue was resolved, your subscription remained active.
That said, we want to make things right and have already reached out to you via email with an update. Please check your inbox, and we’d be happy to assist you further.
Helpful, provided links and was patient to walk me through the steps and help resolve my PureVPN client issue and Dedicated IP initial setup. All working now!
Date of experience: March 22, 2025
Reply from PureVPN
Hi Steve! Glad to hear that our team could assist you in getting everything set up smoothly! 😊 We appreciate your kind words and are always here to help whenever you need us.
Happy browsing, and enjoy your PureVPN experience!
I had a mess of old PureVPN versions on my Mac that weren’t properly uninstalled, and things just weren’t working. Thankfully, PureVPN’s chat support came through — Emily was incredibly patient and knowledgeable. She walked me through a clean install step-by-step and got everything working again. Truly top-notch service. Thanks, Emily!
Date of experience: March 22, 2025
Reply from PureVPN
Hi Dan! We’re so glad to hear that Emily was able to help you get everything sorted! 🙌 Our support team always strives to provide the best experience, and we’ll be sure to pass along your kind words to her.
If you ever need anything else, we’re just a message away. Happy browsing! 😊🚀
I switched to PureVPN about a year ago and it is far superior to my old service. Inexpensive and reliable, love it.
Date of experience: March 22, 2025
Reply from PureVPN
Hi Jay! We’re so happy to hear that you’re loving PureVPN! 🎉 It’s great to know that you find it reliable and cost-effective. Thanks for being a part of our community!
If you ever need any assistance, we’re always here to help. Enjoy your secure browsing! 😊🚀
Bought a "lifetime" membership with Ivacy and that was terminated when they were bought out by purevpn. When PureVpn was presented with my receipt they reinstated my subscription for free.
The service is better than Ivacy was. Better speeds and more choices of countries.
Date of experience: March 22, 2025
Reply from PureVPN
Hi! Thank you for sharing your experience! We’re glad we could reinstate your subscription and that you’re enjoying the improved speeds and expanded country options with PureVPN. Your satisfaction means a lot to us!
If you ever need any assistance, feel free to reach out—we’re always happy to help. Enjoy your secure browsing! 😊🚀
Like many other users, I purchased a lifetime subscription to IVACY VPN a couple of years ago. After a few adjustments, it worked fine. Now, they claim that Ivacy was acquired by PURE VPN— but that's not accurate. GadiTek, (from Pakistan), owns PureVPN, UnblockVPN, and Ivacy VPN. As a result, the servers are primarily shared among the users of all three services. I'm switching to another VPN service because this situation seems suspicious.
Date of experience: February 19, 2025
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