FAQ

Most common

Why do I get CAPTCHAs all the time?

This is a known issue that happens on many sites using Cloudflare. Please follow our SOCKS5 guide to reduce the occurrence of CAPTCHAs.

Why do I get slow speeds?

Unfortunately, there is no one, single answer. Our Connection Speed guide lists a variety of possible solutions.

I have lost my account number. How do I get it back?

Most of the time it can be recovered. Please read the Lost Accounts guide on how to find it.

Account and Payments

Are there any discounts?

Paying with one of the cryptocurrencies we accept is discounted at 10% due to lower fees and less administration.

How many computers/devices can I use the client on?

You can install the client on as many as you wish; however, each account is limited to 5 simultaneous connections.

How can I see if a payment is processed?

Log in to the Account Status page of our website.

How much time is left on my account?

Log in to the Account Status page of our website.

Do you offer a money back guarantee?

Yes, we offer a 30-day money back guarantee, except for cash payments due to anti-money laundering regulations. Read our refund instructions.

I have paid but can't connect!

If you get a message saying your account has expired, your payment is the problem. If you paid through your PayPal account, log in to PayPal and check the status of the payment. PayPal often changes its mind about transactions, sometimes days after a payment was made, without notification. For cryptocurrency payments, these do not get processed until the transaction has been confirmed. Bank wires can take 1–2 working days to get processed.

How do I cancel my PayPal subscription?

To unsubscribe, first log in to the Account Status page of our website. Click on the PayPal tab and then on the Unsubscribe button.

Security

Do you obey the EU Data Retention Directive?

The directive does not apply to Mullvad because we are not considered an electronics communications service. This is also the case for Sweden's Lagen om elektronisk kommunikation (LEK).

How can I tell if I'm connected?

Visit am.i.mullvad.net to easily check your connection status.

What is your privacy policy?

This is our privacy policy.

Is all traffic protected or only web surfing?

All internet traffic.

Am I anonymous when using BitTorrent?

Please follow our BitTorrent guide on how to use it more securely.

What can I do about WebRTC?

Read our guide on how to disable WebRTC.

Are you keeping logs?

No, we do not store activity logs of any kind. Please read our privacy policy.

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?

Windows and Linux users, if you have selected "Block the internet on connection failure" in the Mullvad client, your internet access will be blocked until either the connection is reestablished or you click Disconnect or Quit.

macOS users can read more about our built-in "kill switch" safety feature.

I get warnings when installing your software!

That's OK. Allow it to install the driver and to run with high privileges (it has to in order to be able to configure networking). Also, some antivirus software will give a false positive on new client releases.

What can I do about DNS leaks?

Windows and Linux users, select "Stop DNS leaks" under the Settings tab in the Mullvad client.

For macOS app users, DNS leak protection is always on.

Want to know more? Read our DNS leaks guide.

Networking

I get "Unable to fetch address" in the Mullvad client. What do I do?

This may happen for many reasons, the most common being DNS issues. Make sure that you have enabled "Stop DNS leaks" under the Settings tab in the client. This could also happen if you have an antivirus or firewall running locally on your machine which is restricting or hijacking your DNS requests.

How do I force the client to use TCP protocol?

Windows and Linux users, click on the Advanced button under the Settings tab. Then either change "protocol = any" to "protocol = tcp" or "port = any" to "port = 443" and then click on OK followed by reconnecting Mullvad.

macOS users, read about the app's Advanced settings.

After starting the Mullvad client, I can't access local shares or services. What do I do?

This is the default setting in the Mullvad client due to the UDP port issue. If you want to remove the block, click on the Advanced button under the Settings tab. Then change "block_incoming_udp = True" to "block_incoming_udp = False" and then click on OK followed by reconnecting Mullvad.

Do I get a shared or dedicated IP address?

Shared.

Do you support port forwarding?

Yes, inbound port numbers can be seen and managed either under the Settings tab in the client or when you are logged in to our website with your account number.

I can't send email! What do I do?

Because of spam we block TCP port 25. Set your email program to send using SSL/TLS on port 465.

Which country will the IP address that I get be located in?

The Mullvad client allows you to choose. Check out our full list of VPN servers and locations.

Do you limit speed/bandwidth or data volume?

No.

Can I configure the VPN myself or do I have to use your software?

You can use OpenVPN to configure it yourself.

How do you handle IPv6?

IPv6 is either tunneled (just like with IPv4) or blocked, depending on the settings.

Are you blocking any ports?

Yes, because of spam we block port 25. Because of a Microsoft security issue, we also block ports 137, 138, 139, and 445. We reserve the right to block any port or IP address in order to protect ourselves, our customers, and the quality of our service.

Running Mullvad in a virtual machine drops the connection quite often. How do I fix that?

Please make sure that your guest VM is using static IP addresses.

Other

Can I use Mullvad without the GUI?

Yes and no. You can set up the VPN yourself using OpenVPN (we have installation guides for Windows and Linux), but you cannot use our Mullvad client without the GUI at the moment.

Do you support my OS or device?

We support Windows (7 and newer), macOS X Mavericks (10.9) and newer, and Debian Linux out-of-the-box. We provide OpenVPN configuration files for anything that runs OpenVPN including iOS and Android.