Frequently Asked Questions

OX-VPN is a managed OpenVPN access service that gives customers a secure account portal, personal VPN profiles, subscription management, and support in one place. It is designed for people who want a clear, professional VPN setup without manually managing server certificates or OpenVPN scripts.

Create an account, choose a plan or wait for manual activation, open your dashboard, create a device profile, and download your personal OpenVPN configuration file. Install the official OpenVPN Connect app, import the file, tap Connect, and sign in with your OX-VPN username and password.

Use the official OpenVPN Connect app for Windows, macOS, iOS, iPadOS, or Android. You can also use compatible OpenVPN clients, but the official app is the recommended option for most customers.

An OpenVPN profile file is a personal .ovpn configuration file that tells the OpenVPN app how to reach the VPN server and which certificate belongs to your device. Keep it private and do not share it with other people.

Yes. You can use OX-VPN on laptops, desktops, phones, and tablets that support OpenVPN Connect or a compatible OpenVPN client. Your plan or manual activation controls how many active device profiles you can create.

The profile file identifies the device, while the username and password confirm that the account is still allowed to connect. This makes it possible to suspend abusive accounts, revoke old profiles, and protect customers if a profile file is lost.

After signing in, open your dashboard. Your VPN username is shown in the account section. In many cases you can also sign in to OpenVPN with your account email address.

Use the password reset flow or contact support from the account portal. For security reasons, support cannot see your current password; they can only help reset it or verify account ownership.

Yes. Sign in and open Account Settings to update your customer information and email preferences. Some billing details may be managed through the billing portal if payments are handled by Stripe.

Yes. Administrators can create users, activate temporary or free access, suspend accounts, change profile limits, reset VPN passwords, and review support or compliance information from the admin panel.

Monthly plans renew every month and yearly plans renew every year unless canceled before the next renewal date. The current plan, payment status, and billing controls are available from the dashboard and billing portal.

Payments are processed by Stripe or another configured payment provider. OX-VPN does not store full payment card numbers on this server.

Sign in, open Dashboard, and click Manage Billing. The billing portal lets you view invoices, update payment details, manage subscription status, and cancel future renewals where available.

If payment fails, the account may remain active for a short grace period or may be suspended depending on the payment provider status and administrator policy. Update your payment method from the billing portal as soon as possible.

Yes. Open the billing portal from the dashboard and cancel future renewal. Cancellation normally stops the next charge but does not automatically erase account history or support records.

Refunds are reviewed case by case under the Refund Policy. Fraud, abuse, excessive usage, chargebacks, or policy violations may make an account ineligible for a refund.

Your device limit depends on your plan or manual admin settings. Each active device profile counts toward the limit. Administrators can increase, reduce, suspend, or revoke profiles when needed.

Yes. Revoking an old profile frees capacity for a new one, unless your account or plan is suspended. If profile creation fails, contact support and include the device label you were trying to create.

No. Your profile file is personal. Sharing it may expose your account, violate the service terms, and cause the profile or account to be revoked.

Sign in to your dashboard and revoke the profile for that device. Then change your account password and create a fresh profile for your replacement device.

Use a clear device label when creating a profile, such as Home laptop or Android phone. If you need a different name, revoke the old profile and create a new one with the preferred label.

Check that you entered the correct account email or VPN username, the correct account password, and that your account is active. Also make sure the profile was not revoked and your subscription or manual activation is still valid.

Disconnect and reconnect, confirm your internet connection works without the VPN, try another network, and check whether your device DNS settings were changed by another app. If the issue continues, open a support ticket with the device type, time, and error shown.

VPN speed can be affected by distance to the server, local Wi-Fi, mobile network quality, device CPU, congestion, protocol overhead, and the websites you visit. Test from a stable connection and contact support if the speed is consistently poor.

The active OpenVPN profile contains the server protocol and port. Administrators can change endpoint settings when needed for reliability, security, or abuse mitigation.

OX-VPN is primarily provided for secure access and network privacy. Streaming platforms and websites may block VPN traffic or apply their own rules. We cannot guarantee access to any third-party service.

The platform logs account activity, billing state, profile creation and revocation, authentication decisions, operational VPN status, session metadata, and disclosed DNS/domain logs when enabled. The public Logging Policy explains what is collected and why.

No. DNS/domain logging can show domains requested through the VPN resolver, such as example.com, but it does not show full HTTPS URLs, page contents, messages, passwords, or encrypted payloads.

The platform is configured for a maximum retention period of six months for VPN visit/domain logs unless an administrator marks a user as legally exempt from automatic purging due to an active investigation or preservation requirement.

OX-VPN responds to lawful, valid, and properly scoped legal requests according to applicable law and the published policies. We do not disclose customer information casually, and abuse handling is documented for accountability.

Yes. Contact support from your registered email address. We may need to verify your identity before discussing account records, billing identifiers, or support history.

OX-VPN uses password hashing, individual device profiles, revocation controls, authentication checks, HTTPS for the website, operational logging, and administrator controls for suspension and abuse handling.

No VPN can guarantee absolute anonymity. A VPN can protect traffic between your device and the VPN server and can reduce exposure on local networks, but websites, accounts, browser fingerprints, cookies, payment records, and legal obligations may still identify activity.

Use the service lawfully, protect your password and profile files, keep your device secure, respect the Acceptable Use Policy, and contact support quickly if you suspect compromise or unauthorized use.

Spam, phishing, credential attacks, malware, botnets, harassment, copyright infringement, unauthorized access, payment fraud, illegal activity, and activity that creates security or legal risk are not allowed.

Administrators may suspend the account, revoke VPN profiles, preserve relevant logs, contact the customer, investigate the incident, and cooperate with lawful abuse investigations where required.

Use the Abuse page or contact the published abuse email with timestamps, IP addresses, domains, logs, screenshots, and any other evidence that helps us investigate responsibly.

Sign in and open Support to create a ticket, or use the Contact Us page for general inquiries. Include your device type, OpenVPN app version, error message, and approximate time of the problem.

Support may request closure after a solution is provided. You can reply if the problem is not solved. Administrators can track ticket status, messages, and customer approval from the admin panel.

OX-VPN can be configured for multiple users and manual admin activation. Contact us with the number of users, device needs, and compliance requirements so we can review the best setup.

More VPN nodes can be added as the service grows. Availability depends on demand, server resources, abuse controls, payment risk, and operational monitoring.

Yes. Send feature requests through the Contact Us page or a support ticket. We prioritize requests that improve security, reliability, usability, compliance, and customer support.