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 Bitcoin 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?

Visit the Account Management page or click on the Account management button in the Settings tab of the client.

How much time is left on my account?

Visit the Account Management page or click on the Account management button in the Settings tab of the client.

Do you offer a money back guarantee?

Yes, we offer a 30-day money back guarantee. However, we can't do this for cash payments due to anti-money laundering regulations. For Bitcoin payments, we refund to the same Bitcoin address from which the payment was received (keep this in mind if using a mixer). Alternatively, we can send the money to another address as long as you can provide a signed signature for the original Bitcoin address. Instructions on how to get a refund are available here.

I have paid but can't connect!

If you don't get a message saying the account has expired, the payment is not the problem. 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 days after it was sent, without notification. Bitcoin payments 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 subscription?

To unsubscribe, first log into your account and then you will find the Unsubscribe button on the accout page under the Credit Card (PayPal) tab

Security

Do you obey the EU Data Retention Directive?

No, it does not apply to us. It is only relevant to ISPs and phone operators.

How can I tell if I'm connected?

A green checkmark on the icon in your taskbar is a reliable sign. If you want to verify it yourself, check your external IP address (with a tool like iplocation.net), first without Mullvad and then with, to see that it changes.

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 configure it to be safer.

What can I do about WebRTC?

You can read our article on how to protect yourself from IP exposure with 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?

If you have selected the option "Block the internet on connection failure" in the Mullvad client, the traffic destined for the VPN tunnel will be blocked until either the connection is reestablished or you click Disconnect or Quit.

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?

Select "Stop DNS leaks" under the Settings tab in the Mullvad client.

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?

You can do this two ways. 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.

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. We currently have servers located in USA, United Kingdom, Germany, France, Singapore, Sweden and more. Check out our VPN server guide for a complete list.

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 and 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 (Follow our guide for OpenVPN), but you cannot use our Mullvad client without the GUI at the moment.

The client shows me the error "Is not a boolean." What do I do?

Please upgrade to version 60 or later of the Mullvad client.

The Mullvad client does not show a GUI in Windows. How do I fix this?

Unfortunately, this is an issue that some Windows users run into. The quick fix is to install version 59 of the client.

Do you support my OS or device?

Our custom client supports Windows (7 and newer), macOS (10.7 Lion and newer), and Debian Linux out-of-the-box. We provide OpenVPN configuration files for anything that runs OpenVPN including iOS and Android.