Frequently Asked Questions

Everything you need to know about My Private VPN. Can't find what you're looking for? Contact our support team.

Billing

How do I cancel my subscription?

You can cancel your My Private VPN subscription at any time. There are no cancellation fees or penalties.

How to cancel

  1. Log in to your account at account.shieldvpn.com
  2. Go to Subscription settings
  3. Click Cancel Subscription
  4. Confirm your cancellation

Your VPN access will remain active until the end of your current billing period.

30-day money-back guarantee

If you’re within the first 30 days of your subscription, you’re eligible for a full refund — no questions asked. Contact our support team via live chat and the refund will be processed within 5 business days.

Reactivating your account

Changed your mind? You can reactivate your subscription at any time from your account dashboard. Your settings and preferences will be preserved.

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General

What is a VPN and how does it work?

A VPN (Virtual Private Network) creates an encrypted tunnel between your device and the internet. When you connect to My Private VPN, your internet traffic is routed through this secure tunnel, hiding your IP address and encrypting all data in transit.

How it works

  1. You connect to one of our 30+ global servers
  2. Your traffic is encrypted with AES-256 encryption — the same standard used by banks and governments
  3. Your real IP address is masked with the VPN server’s IP
  4. Websites and services see the VPN server’s location, not yours

This means your ISP, hackers on public Wi-Fi, and other third parties cannot see what you’re doing online. Your connection is private, secure, and anonymous.

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Will a VPN slow down my internet speed?

Any VPN adds some overhead due to encryption, but with My Private VPN, the impact is minimal — typically less than 10% on nearby servers.

Why My Private VPN stays fast

  • WireGuard protocol: We use the modern WireGuard protocol by default, which is significantly faster than older protocols like OpenVPN
  • 10 Gbps servers: Our infrastructure runs on high-capacity servers optimized for speed
  • Smart server selection: Our apps automatically connect you to the fastest available server based on your location
  • No bandwidth throttling: All plans include unlimited bandwidth with no speed caps

Tips for maximum speed

  1. Connect to a server geographically close to you
  2. Use the WireGuard protocol (enabled by default)
  3. If streaming, try our dedicated streaming-optimized servers

Most users report that streaming, gaming, and everyday browsing feel identical with My Private VPN connected.

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What devices and platforms does My Private VPN support?

My Private VPN has dedicated apps for all major platforms, and you can protect up to 6 devices simultaneously on a single account.

Native apps

  • Windows 10, 11 and newer
  • macOS 12 (Monterey) and newer
  • iOS 16 and newer (iPhone and iPad)
  • Android 8.0 and newer
  • Linux (Ubuntu, Fedora, Debian, Arch)

Browser extensions

  • Chrome extension
  • Firefox extension
  • Edge extension

Other devices

  • Smart TVs: Android TV, Amazon Fire TV
  • Routers: Compatible with most routers running OpenWrt, DD-WRT, or Merlin firmware
  • Gaming consoles: Configure via router or use our Smart DNS feature for PS5, Xbox, and Nintendo Switch

Setting up

Download the app for your platform from our website, sign in with your account, and tap “Connect.” It takes less than 30 seconds.

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What's the difference between a VPN and a proxy?

While both VPNs and proxies can mask your IP address, they work very differently and offer different levels of protection.

Proxy

  • Routes traffic from a single app (usually your browser) through an intermediary server
  • Does not encrypt your traffic — your data is still visible to your ISP and attackers
  • Slower and less reliable
  • Cannot protect against DNS leaks
  • Suitable only for basic IP masking

VPN

  • Routes all traffic from your entire device through an encrypted tunnel
  • Encrypts everything with military-grade AES-256 encryption
  • Includes advanced features like kill switch, DNS leak protection, and split tunneling
  • Works at the operating system level, protecting every app automatically
  • Independently audited no-log policies

The bottom line

A proxy is like sending a postcard through a friend — they can change the return address, but anyone can still read the message. A VPN is like sealing your message in an unbreakable, invisible envelope. For real privacy and security, a VPN is the clear choice.

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Privacy

How does My Private VPN protect my privacy?

My Private VPN protects your privacy through multiple layers of security working together.

Encryption

All your internet traffic is encrypted with AES-256 — the strongest encryption standard available. Even if someone intercepts your data, they cannot read it.

No-Log Policy

We operate under a strict no-log policy that has been independently audited by a leading cybersecurity firm. We do not store:

  • Your browsing history
  • Connection timestamps
  • IP addresses
  • DNS queries
  • Bandwidth usage data

DNS Leak Protection

My Private VPN runs its own private DNS servers. Your DNS requests never leave the encrypted tunnel, preventing your ISP from seeing which websites you visit.

Kill Switch

If the VPN connection drops unexpectedly, the kill switch immediately blocks all internet traffic until the connection is restored, ensuring your real IP is never exposed.

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