FAQ

Q: How many devices can I install MoonVPN on?

You can use the same account on as many devices as you wish. Our software cannot even differentiate between devices and does not log any data about the installations, so it would be even impossible for it restrict number of installed devices.

Q: How many devices can I connect from simultaneously?

In order to prevent service abuse by malicious users we have decided to restrict each account to 3 simultaneous connections.

Q: What kind of logs do you keep?

We do not keep any logs that could be used to identify users of our service based on their online activity. There is no technical way for anyone to correlate any data to a user, session or client connection. We are not an ISP, and as such not required by law in our jurisdiction to keep such logs. We have no reason to keep those logs. If any authority will come to us for your data, we will not have it. It is much easier for us not store any data and give you an anonymous service, than to keep everything and have to comprehensively respond to requests from authorities, which we would have to do if we had this information. As it is now we simply respond that we do not have the information.

Connection logs: our VPN server software is configured not to log connections, log-ins, data, etc. We do not need this information.

Payment logs: for financial reporting reasons we have to keep track of which accounts have paid for our services. We delete this information after the shortest time allowed by our tax authority. This information also needs to be recorded in case that you will loose your payment information, or loose your password, etc. However, notice that this information simply says that you have paid for an account. It cannot be linked to any actual activity like VPN sessions, downloads, websites you visist, etc. Additionally you can use anonymous payment methods like cryptocurrencies to further increase your privacy.

Q: Is it possible to use MoonVPN anonymously?

Yes you can register an account anonymously. You can still use all the services.

Q: Can a government body force you to reveal any information about your clients.

When the authorities send a request for any past data of your VPN usage, we truthfully respond that we have no such data because we do not log it. So there is nothing to reveal.

On the other hand, since we operate as a legal entity (and this applies to all registered VPN services, regardless of what they tell you), we are ultimately required to follow court orders. Such court order could make us install additional spying software on our servers or start logging some of the data. To keep the service anonymous, we need a way to mitigate this, and this is why we have implemented the Warrant Canary document, which we use to communicate to our users whether we have received any such requests. If you value your privacy, you should check this document regularly to see if there have been any new requests coming in, and if there have been any - possibly switch to another service or at least register a new account. In such case you can still be sure that your past usage of our services is still kept private, because there were no logs about it.

Q: Do block any ports and/or services?

We block port 25 in order to prevent e-mail spamming.

Q: I cannot send e-mail using your service, what is the problem?

You should still be able to use secure mail connections (for example SSL/TLS on port 465) in order to send mail. The only thing that does not work is using port 25.

The reason we block some e-mail related ports is that there is a flaw in the e-mail protocol which makes it easy for spammers to abuse VPN services and send a lot of spam. Additionally since we do not track our clients or their connections, we have no way of keeping track of these malicious users. So blocking these ports is the only viable solution, and it is also the one that all anonymous VPN services have to employ, not only MoonVPN.

Q: Do I have to install and trust your software in order to use your VPN?

No, we do not require you to use our software. You can use other clients including the community open-source software such as OpenVPN.

Additionally, note that MoonVPN client is actually open-source, you can download sources from our website and check that we don't have any hidden functions or adware in it.

Q: Can I connect to P2P networks using for example file sharing software?

Yes you can connect to any services you wish, it is your connection and your data. We do not track what connections you initiate or what data you transfer. It is your responsibility to adher to the specific laws in your country.

Q: Does your service prevent DNS leaks? Do I have to do set up anything manually to prevent them DNS leaks?

MoonVPN prevents DNS leaks by default on Windows, OSX and many flavors of Linux (including all debian/ubuntu-based ones). You do not have to change any settings or add any configuration if you are using MoonVPN client. By default all of your applications will be using MoonVPN's own DNS servers which are configured not to log any requests.

If you require a more complicated setup and wish to configure your own DNS servers, it is possible to do as well.

Q: Does using MoonVPN make me completely anonymous on the Internet?

MoonVPN does everything a VPN service can to increase your anonymity: we handle all your applications, connections, we entrypt the traffic using the best encryption available, we do not keep any logs, and we mix your traffic with traffic of other users in order to prevent correlation attacks. However if you want to be completely anonymous, you must also use your applications in such a way that you will not leak your identity. For example you should clear your history between the sessions (do not connect to the same website from your home as you do through VPN, etc.) If you take all such steps in addition to using our service, you will be completely anonymous.

Q: Does your software have an internet Killswitch?

In order to protect your privacy when using a VPN, you should only use a client software which has an Internet Killswitch functionality, such as the MoonVPN client.

Without a killswitch, when your VPN disconnects (which can happen due to random reasons such as network problems, human errors, etc.), all of your software will automatically revert back to your home connection. All of your applications will start using that home connection to send data to the internet. Many of the applications (browsers, messagers, mail clients, backup clients, etc. etc.) are transfering data in the background, even without you clicking on any buttons or performing any actions. If you have any such software open while your VPN connection disconnects, it means that they will automaticalyl start sending their connections using your home connection, thus revealing your real identity and location.

In order to prevent this, advanced VPN clients (such as MoonVPN) automatically disable internet connectivity if the VPN connection disconnects. It prevents your computer from using the home connection directly, even for milliseconds. Instead, you will have to restore it manually if you wish.

Q: Can MoonVPN be used on a router to protect whole network?

Yes we are using common VPN technologies such as OpenVPN or L2TP and they can be used on any compatible routers. We recommend a router running an open-source OS such as DD-WRT or OpenWRT.

Q: Will MoonVPN protect all of the application running on my computer or just the browser?

MoonVPN encrypts the whole internet connection and all the applications that are using it. It does not work on the application level, it works on the internet connection level. When you connect to our VPN, this means that instead of using your regular local connection, your computer will start using the MoonVPN tunnel to access the internet. It will work as if you have physically moved your whole computer and instead connected it to one of our servers.

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