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Account and payments

FAQ

I have lost my account number. How do I get it back? #

Most of the time it can be recovered. Please read the Lost Accounts guide on how to find it.

Do you offer discounts or have sales? #

We never have sales, but paying with one of the cryptocurrencies we accept is discounted at 10% due to lower fees and less administration. Read more about our pricing.

How many computers or devices can I use the Mullvad VPN app on? #

You can install the app on as many as you wish; however, each account is limited to 5 simultaneous connections.

How can I see if a payment is processed or how much time I have left on my account? #

Log in to the Account Status page of our website.

Do you offer a money back guarantee? #

Yes, we offer a 30-day money back guarantee, except for cash payments due to anti-money laundering regulations. Read our refund instructions.

I have paid but can't connect! #

If you get a message saying your account has expired, your payment is the problem. If you paid through your PayPal account, log in to PayPal and check the status of the payment. PayPal often changes its mind about transactions, sometimes days after a payment was made, without notification. For cryptocurrency payments, these do not get processed until the transaction has been confirmed. Bank wires can take 1–2 working days to get processed.

How do I cancel my PayPal subscription? #

To unsubscribe, first log in to the Account Status page of our website. Click on the PayPal Subscription icon and then on the Unsubscribe button.

Could I get a receipt that specifies VAT? #

Yes, please visit our Invoices guide for more information.

I have a business. How do I pay for your service without VAT? #

As we are a consumer retailer, we do not offer the option to buy our service without VAT.

Guides

Lost Account

How to proceed if you have lost your account number.

Refunds

The steps needed to get a refund.

Couldn't find what you were looking for?

Send us an email at support@mullvad.net