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Help Centre
Quick answers to common questions. Can't find yours? Contact support.
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Account & billing
Your subscription, username and password, payments and cancelling.
- Can't find username password on PayPal
- How to obtain username and password (subscription created after 29/Jun/2016)
- How to restart subscription
- How do I cancel my subscription? (created after 29/Jun/2016)
- I’m unhappy with the service you provide, can I get a refund?
- How to create subscription?
- Do you offer a free trial?
- How do I cancel my subscription? (PayPal created subscription)
- Reinstate Cancelled Subscription
- I no longer require the service as I am moving back to my home country.
About the service
What a VPN does, what you can watch, speed and security.
- P2P Torrent
- What is Stealth mode?
- How to copy and paste the connection log - PC and Mac
- Is the performance of my internet connection affected, are there any bandwidth limits?
- What protection do I have?
- What does a VPN give me?
- What is a VPN
- When I try to connect my PC it says ‘Connection to My Expat Network Failed’
- Speed problems and advice (Windows/Mac)
- Can I run your software on more than one machine?
- Can I watch all UK TV?
- What TV can I get?
- How can I tell if it's working?
- Can I use this on my PC AND Mobile device?
Windows
Connection problems and fixes on Windows PCs.
- Can't connect to VPN on Windows computer
- Can't access BBC (Windows)
- Channel 4 Live is blocked with the UK VPN - Windows
- I get authentication failed when I try to connect on my PC or Mac
- I get a window appear during installation regarding "Win TAP 32" to be installed, should I continue to install?
- I am unable to connect and my connection icon shows a red arrow.
- When I try UK sites they are saying I am not in the UK
- Can I use my subscription on more than one device?
Mac
Installing and connecting on macOS.
- "App Is Damaged and Can’t Be Opened" error
- System Requirements Not Met: The temp system folder (/private/tmp) is not secure.
- After upgrading to new Mac OS software won't start
- Can't start StreamVPN - "Unidentified developer" or "Move to bin"
- Can't access BBC (Mac)
- Reinstall software on Mac
- The icon on my Mac is in a constant state of ‘Connecting’ but does not actually connect/stays yellow/orange/amber
- When I try to access sites they are saying I am not in the right country.
Phones, tablets & TV devices
Android, iPhone, iPad, Fire devices and Chromecast.
- No access to Channel4, Channel5
- Accessing NOW or SkyGo (mobile device)
- Chromecast with GoogleTV installation
- BBC iPlayer doesn't work after iOS upgrade
- iPad/iPhone asks me for passcode
- Set VPN manually on Android device
- How to install StreamVPN App for Android and iPad/iPhone
- Using a VPN on Kindle Fire HD (2013 - )
- Can't connect "Server unreachable"
- Open VPN Connect Install for iOS (Indian VPN)
- Open VPN Connect Install for Android
Routers & Linux
Using StreamVPN on a router or a Linux computer.
Tips & tricks
Smart TVs, games consoles and other handy workarounds.
News
Announcements from the StreamVPN team.