Support
Frequently Asked Questions
Find answers to common questions about Ping VPN.
Getting Started
Do I need to register to use Ping VPN?
No. The free tier is available immediately. Just download the app, open it, and connect. No account, no registration required. Sessions are ad-supported and last about 90 minutes; after that a short ad plays and the tunnel reconnects automatically.
How do I get started?
Download the Ping VPN app from the Play Store or App Store and open it. You're connected for free straight away. To upgrade to Premium, visit our website, create an account with your email and password, choose a plan, and complete payment. Your subscription is then linked to your app login.
How many devices can I use?
Both the free and premium plans support up to 5 simultaneous devices on one account.
My computer warned me when opening the desktop installer. Is it safe?
Yes. Desktop installers are hosted directly by us rather than through an app store, so macOS and Windows show a first-run confirmation instead of trusting it automatically. On macOS, right-click the app, choose Open, then choose Open again to confirm. On Windows, click More info on the SmartScreen prompt, then Run anyway. On Linux, install the .deb that matches your CPU (amd64 for most PCs, arm64 for ARM); it pulls in its own dependencies.
Free Tier
How does the free tier work?
The free tier is ad-supported. Sessions last about 90 minutes. When the session ends, a short ad plays and the VPN reconnects automatically. There's nothing to do on your end. You get full WireGuard encryption and access to all healthy servers, just like Premium.
Why does the app show an ad and reconnect?
Ads keep the free tier sustainable. Each session cap expires, a brief interstitial plays, and the tunnel reconnects. Usually in seconds. There's no interruption to your browsing once it reconnects.
Is there a data limit on the free tier?
No data cap. Only the session time limit. You can use as much data as you like within each session window.
Connection Issues
Why won't my VPN connect?
Try these steps: 1) Check your internet connection, 2) Try a different server, 3) Restart the app, 4) Make sure your subscription is active if you're on Premium. If problems persist, contact support.
Why is my connection slow?
VPN speeds can vary based on server load and your distance from the server. Try connecting to a server closer to your location or during off-peak hours. Premium users have access to faster, less congested premium servers.
Which server should I choose?
For best speeds, choose a server close to your physical location. The app shows server load, so choose servers with lower load for better performance. Only healthy servers are shown; down servers are automatically hidden.
Account & Billing
How do I upgrade to Premium?
Visit our website, create an account (email and password only, no phone needed), choose a plan, and complete payment. Your Premium subscription activates immediately and the app reads it when you log in with your email and password.
What payment methods do you accept?
We accept M-Pesa (Kenya), Visa/Mastercard via card, and PayPal. M-Pesa is one-time; card and PayPal subscriptions renew automatically each month.
Can I buy a subscription in the app?
Purchases are made on the web only. The app will direct you to our website to complete the upgrade. This keeps billing in one place and means no app-store fees are passed on to you.
How does the subscription renew?
PayPal and card subscriptions renew automatically each month. M-Pesa is one-time. You'll get a reminder before expiry so you can re-pay to stay on Premium. If you don't renew, the account returns to the free tier automatically.
How do I cancel my subscription?
Log in to your account dashboard and cancel from there. Your Premium access continues until the end of the paid period; after that the account moves to the free tier. For PayPal, you can also cancel directly from your PayPal account.
Security & Privacy
Is Ping VPN secure?
Yes. We use WireGuard protocol, which provides state-of-the-art cryptography. Your connection is encrypted with the latest security standards, both on the free and premium tiers.
Do you keep logs?
We maintain a strict no-logs policy for your browsing activity. We only store essential account information needed to provide the service.
What is a Kill Switch?
The Kill Switch feature blocks all internet traffic if your VPN connection drops unexpectedly, preventing accidental exposure of your real IP address.
Can I run Ping VPN on my router?
Yes, on Premium. Your account generates ready-to-run config files for MikroTik routers, and standard WireGuard configs for OpenWRT and any device with a WireGuard app. One router setup covers every device behind it, with nothing to install on the devices themselves. The step-by-step guide is in our docs under MikroTik Router Setup.
What does ad-blocking actually block?
On Premium, our servers answer DNS lookups for known ad and tracker domains with nothing, so those requests never leave your connection. Pages load cleaner and lighter. Two honest limits: ads served from the same domain as the content, like inside YouTube, cannot be blocked this way, and browsers with secure DNS turned on do their own lookups around the VPN.
How do I check that ad-blocking is working?
Open our ad-block check page while connected. It asks your connection to reach five known ad domains straight from your browser and shows you which ones went nowhere. Run it once off the VPN and once on, and the difference speaks for itself.
Which payment methods do you accept?
M-Pesa, cards, and PayPal. M-Pesa payments are one-time, so nothing is ever pulled from your line automatically, and we remind you before your plan expires. Cards and PayPal renew automatically each month. All plans are priced in KES, with international cards billed in the USD equivalent.