Help center
Answers, step by step
Everything from your first connection to refunds and troubleshooting. Search your question in the sections below or write to us if you are stuck.
Before you write to support
Have your account number ready only if we ask for it. For payment issues, include your receipt or transaction id. We answer most messages within a few hours and always within one business day.
Privacy VPN and switching
I already use a privacy-focused VPN. Why try Tunnelo?
If you care about no logs, prepaid time and signing up without an email, Tunnelo is built around exactly that. You get a random account number, WireGuard on every platform and open source apps. You can run both services side by side until you are ready to move your devices over.
How do I switch from another VPN provider?
Create a Tunnelo account, add prepaid time, install the app or import WireGuard configs, connect and confirm your IP changed. Then remove the old VPN app or disable auto renewal there. Your Tunnelo account does not need an email, so nothing new is tied to your identity at signup.
Is Tunnelo like the well-known European no-logs VPNs?
We share the same goals: minimal data, strong encryption, no activity logs and accounts that do not require personal signup details. Tunnelo adds prepaid time without subscription traps and a simple account number login. Read our no-logs policy for the technical details.
Do you log traffic or sell data?
No. We do not log browsing activity, DNS queries or connection timestamps on VPN servers. We do not sell or rent user data. What we store for your account is limited to what is needed to run prepaid access and support.
Getting started
How do I create an account?
Open the register page, generate your account number and write down the 12 word recovery phrase. You can start using Tunnelo immediately after you add prepaid time.
Why do I not need an email or password?
Your random 16 digit account number is your login. Without an email there is nothing that links the account to you, and nothing that can leak.
Where should I store my recovery phrase?
Store it offline, on paper or in a password manager you trust. We can not show it again after registration. Anyone with the phrase can take over your account.
How do I connect for the first time?
Install the app for your platform or import a WireGuard config from the dashboard. Log in with your account number, pick a server and connect.
Account and devices
I lost my account number. What now?
Use your 12 word recovery phrase on the recover page. If you lost the phrase too, contact support with proof of payment and we will try to restore your remaining time.
How many devices can I use?
Personal allows three devices at once, Pro six and Family ten. Remove old devices in the dashboard under Devices.
Can I share my account?
Anyone with your account number can use your prepaid time. Share only with people you trust. The Family plan gives separate account numbers.
How do I delete my account?
Use the privacy address on the contact page or write to support. We delete account data promptly. Prepaid time is not refundable after meaningful use beyond our refund policy.
What happens when my time runs out?
The VPN stops connecting until you add more time. Your account number and device keys stay saved so you can top up anytime.
Payments and refunds
Which payment methods do you accept?
Cryptocurrency, PayPal, credit and debit cards and other options shown at checkout. Card and PayPal payments go through their processors, which collect billing details they require by law.
Does my plan renew automatically?
No. Time is prepaid and simply runs out. Card top ups are one time unless you set up a recurring payment yourself in the dashboard.
Can I get a refund?
You may request a refund within 14 days of payment if you have not meaningfully used the service. If you connected and used Tunnelo actively, a refund for dislike of the product is not available. See our terms of service for details.
Can I get a receipt for my company?
Yes. Download a receipt in the dashboard. It never shows your account number.
I paid but my time did not update.
Crypto and cash can take a little longer. If it has been more than 24 hours, email support with your receipt or transaction reference.
Apps and WireGuard
Which protocol do you use?
WireGuard only. It is modern, fast and small enough to audit properly.
Can I use Tunnelo on my router?
Yes. Generate a WireGuard configuration in the dashboard and import it on any router that supports WireGuard.
What is the kill switch?
If the VPN disconnects, the kill switch blocks traffic until the tunnel is back so your real IP does not leak.
Can I use my own WireGuard client?
Yes. Download a config from the dashboard or use the built in key generator. Official apps are the easiest way to get updates and the kill switch.
Why is my connection slow?
Try a server closer to you, switch from Wi-Fi to cable or reduce other downloads on the line. Some countries route traffic in ways we can not fix from our side.
Privacy and security
Do you really keep no logs?
Yes. Servers run from RAM only. See our no-logs policy for the full list of what we never store.
Is my traffic encrypted?
Yes. All traffic between your device and our VPN servers is encrypted with WireGuard. Your provider only sees an encrypted tunnel, not the sites you visit.
What happens if authorities ask for my data?
We can only hand over what we have, and we have nothing about your browsing activity. Account data is minimal by design.
Do you block ads or malware?
We focus on the VPN tunnel. Use a privacy friendly browser and DNS settings for blocking. We do not inject ads into your traffic.
Where is Tunnelo based?
Company details are in the imprint.
Streaming and everyday use
Does Tunnelo work for streaming?
Often yes, but some services block VPNs. We do not guarantee access to every streaming platform.
Can I use Tunnelo for torrents?
We do not monitor what you do through the VPN. Your traffic is private. You are responsible for how you use the internet in your country.
Does Tunnelo work in restrictive countries?
We design apps to resist simple blocking, but no VPN can promise access everywhere. Check local laws before you use Tunnelo.
Will Tunnelo hide me from websites I log into?
No. A VPN hides your IP from observers on the path. When you log into Facebook or your bank, that service still knows who you are.
Troubleshooting
I can not connect at all.
Update the app, try another server, reboot your device and check that your time has not expired. Turn off other VPN apps that might conflict.
The app says my account is invalid.
Check that you entered all 16 digits. If you recently recovered your account, log out and in again.
WireGuard works on one device but not another.
Remove the device in the dashboard and add it again. Make sure you did not exceed your device limit.
Where do I see server status?
Live status is on status.tunnelo.net. Planned maintenance is announced there at least 24 hours ahead when possible.
Still need help?
Real humans read every message. English is fine. We do not use ticket bots.