- Accounts and payments
- Security
- How can I tell it works?
- What is your privacy policy?
- Is all traffic protected or only web surfing?
- Am I anonymous when using bittorrent?
- What is Exclude Swedish traffic?
- Are you keeping logs?
- What if a court orders you to divulge sensitive user information?
- What if the connection is broken?
- I get warnings when installing your software!
- What about the IPv6 tunneling problem in Windows?
- Networking
- Do I get a shared or dedicated IP address?
- Do you do port forwarding?
- How fast is the service?
- It's very slow!
- Are you blocking any ports?
- I can't send email!
- What country will the IP address I get be located in?
- It looks like I'm in Sweden?
- Do you limit speed/bandwith or data volume?
- Can I configure the VPN myself or do I have to use your software?
- Other
Accounts and payments
Can one account be used on multiple computers?
Yes, up to three. Use the same customer id on all the computers. Set the customer id under Settings in the client program.
How can I see if a payment is processed?
How can I see how much time is left?
Visit the account management page or select Subscription management in Settings.
I've lost my customer id!
Most of the time it can be recovered.
Are there any discounts?
Paying in bitcoin is cheaper due to lower fees and less administration.
I have paid but can't connect!
If you don't get a message saying the account has expired the problem is not the payment. If you paid with a credit card through Paypal, log in to Paypal and check the status of the payment. They often change their minds about a transaction, sometimes many days after it was sent, without notification.
Security
How can I tell it works?
A green check mark on the icon is a reliable sign. If you want to verify it yourself then check your external IP address (with a tool like iplocation.net) first without Mullvad and then with, and see that it changes.
What is your privacy policy?
Is all traffic protected or only web surfing?
Am I anonymous when using bittorrent?
Yes. All traffic to and from your computer (including DNS) is routed through Mullvad (unless the Exclude Swedish traffic option is selected).
What is Exclude Swedish traffic?
Traffic to Swedish destinations is routed outside the tunnel to better deal with the Swedish FRA surveillance system from inside Sweden. Don't use it unless you know you need to.
Are you keeping logs?
What if a court orders you to divulge sensitive user information?
We don't collect or store such information. There is nothing to divulge. See the privacy policy.
What if the connection is broken?
That depends on the option Block the internet on connection failure. When it is not selected protection is lost but the internet connection keeps working. When it is selected the traffic destined for the tunnel will be blocked until Disconnect or Quit is selected from the menu or until the connection is reestablished.
I get warnings when installing your software!
That's okay. Allow it to install the driver and to run with high privileges. (It has to in order to be able to configure networking.)
What about the IPv6 tunneling problem in Windows?
Our software automatically protects you from that by disabling Teredo. If you are not using it you will have to disable Teredo yourself. If you don't want the Mullvad software to disable Teredo set win_disable_teredo=False in settings.ini.
Networking
Do I get a shared or dedicated IP address?
Shared.
Do you do port forwarding?
Yes. Inbound port numbers can be seen and managed in the Settings window.
How fast is the service?
As fast as your internet connection minus a few percent, in many cases. We try to always have the capacity to deliver as much as our customers need. However, there are many things that can slow it down. Feel free to test for yourself using the free trial.
It's very slow!
Less than 1 Mbit/s? Some Windows computers have packet loss problems with OpenVPN over UDP. One thing that can help is to force the tunnel to run over TCP by blocking UDP ports 1194-1206. Or use PPTP.
Are you blocking any ports?
Yes, TCP port 25.
I can't send email!
Because of spam we block TCP port 25. Set your email program to send using SSL/TLS on port 465.
What country will the IP address I get be located in?
The Netherlands.
It looks like I'm in Sweden?
Many IP location services wrongly believe some of our IP addresses are in Sweden. Try one that gets it right, such as iplocation.net.
Do you limit speed/bandwith or data volume?
No.
Can I configure the VPN myself or do I have to use your software?
Other
Do you support my OS or device?
Probably. You can use anything that runs OpenVPN or PPTP. You can probably use our software too even if it's not packaged for your platform. Unpack the general package (Other / Source code), install OpenVPN and resolvconf and start it like this: sudo python mullvad.py.
Can I use it without the GUI?
Yes. Either set up the VPN yourself (OpenVPN, PPTP) or use our software like this: sudo python mtunnel.py.