Please perform each of these steps sequentially until the issue is resolved.
It is strictly necessary to do this before contacting support.

1. Make sure that you are using the latest version of the app.
If the app was installed from Google Play - this can be done on the app page in Google Play.
If the app was installed from an APK from the website (and has the corresponding mark on the icon): App settings -> "Check for updates" (at the bottom of the screen).

Please note that it is necessary to receive updates immediately after they are released.
We do not provide support for app versions that are not the latest.

2. Make sure that the internet connection is available and not restricted. You can check this by opening https://google.com in a browser.

3. Restart your device.
Please do not skip this step - it might help.

4. Make sure that you have installed the app only from official sources - Google Play or the Red Shield VPN website (APK).
An app installed from any other sources (Gbox, etc.) is modified by third parties, as a result of which it is not only inoperable, but may also contain malicious code.

If you installed the app from such a source and logged into your account, then after deleting such an app, we recommend changing the password to your Red Shield VPN account in the personal dashboard.

5. Try selecting different locations on the main screen of the app, then retry the connection.
It is necessary to sequentially select at least 5-7 locations and after each change, retry the connection attempt.

6. Try selecting different protocols in the app settings, then retry the connection.
It is necessary to sequentially select each of the protocols, and after each switch, retry the connection attempt.

Please perform each of these steps sequentially until the issue is resolved.
It is strictly necessary to do this before contacting support.

1. Make sure that you are using the latest version of the app: App settings -> "Check for updates" (at the bottom of the screen).

Please note that it is necessary to receive updates immediately after they are released.
We do not provide support for app versions that are not the latest.

2. Make sure that the internet connection is available and not restricted. You can check this by opening https://google.com in a browser.

3. Restart your device.
Please do not skip this step - it might help.

4. Make sure that there are no antivirus and firewall apps, except Windows Defender.
The simultaneous operation of the Red Shield VPN app and most other VPN services is impossible, even if such apps are turned off or the VPN app is added to an "exception".
After removing such apps, it is necessary to reinstall the Red Shield VPN app, then restart the computer and retry the connection.

IMPORTANT! Support does not accept requests until the complete removal of all antivirus and firewall apps (except Windows Defender).

Please note that in some cases, such apps "break" the Red Shield VPN app in such a way that even a reinstallation will not help - in this case, it is necessary to reinstall the OS.

5. If you have another VPN or blocking circumvention tools (including GoodbyeDPI and others) enabled - turn them off and close them completely, then close Red Shield VPN (including in the system tray - the menu in the bottom right corner), open it again and retry the connection.
Also, some VPN apps conflict with each other, even if they are turned off.
We recommend uninstalling other VPN apps and blocking circumvention tools, then restarting the computer.

6. Try selecting different locations on the main screen of the app, then retry the connection.
It is necessary to sequentially select at least 5-7 locations and after each change, retry the connection attempt.

7. Try selecting different protocols in the app settings, then retry the connection.

It is necessary to sequentially select each of the protocols, and after each switch, retry the connection attempt.

8. Try reinstalling the application.

Please perform each of these steps sequentially until the issue is resolved.
It is strictly necessary to do this before contacting support.

1. Make sure that you are using the latest version of the app.

Please note that it is necessary to receive updates immediately after they are released.
We do not provide support for app versions that are not the latest.

2. Make sure that the internet connection is available and not restricted. You can check this by opening https://google.com in a browser.

3. Restart your device.
Please do not skip this step - it might help.

4. Try selecting different locations on the main screen of the app, then retry the connection.
It is necessary to sequentially select at least 5-7 locations and after each change, retry the connection attempt.

5. Try selecting different protocols in the app settings, then retry the connection.
It is necessary to sequentially select each of the protocols, and after each switch, retry the connection attempt.

6. Try resetting the system VPN profile: App settings -> "Reset profile and others" -> "Reset VPN profile".

Please perform each of these steps sequentially until the issue is resolved.
It is strictly necessary to do this before contacting support.

1. Make sure that you are using the latest version of the app: App settings -> "Check for updates" (at the bottom of the screen).

Please note that it is necessary to receive updates immediately after they are released.
We do not provide support for app versions that are not the latest.

2. Make sure that the internet connection is available and not restricted. You can check this by opening https://google.com in a browser.

3. If you have another VPN or blocking circumvention tools (including GoodbyeDPI and others) enabled - turn them off and close them completely, then completely close Red Shield VPN (cmd + q), open it again and retry the connection.
Also, some VPN apps conflict with each other, even if they are turned off.
We recommend uninstalling other VPN apps, then restarting the Mac.

4. Restart your device.
Please do not skip this step - it might help.

5. Try selecting different locations on the main screen of the app, then retry the connection.
It is necessary to sequentially select at least 5-7 locations and after each change, retry the connection attempt.

6. Try selecting different protocols in the app settings, then retry the connection.
It is necessary to sequentially select each of the protocols, and after each switch, retry the connection attempt.

If you are using Android, iOS, Windows, macOS, and are located in a country whose authorities restrict access to VPNs, please use the Red Shield VPN apps instead of manual configurations for stable access to the service.
On Linux you can use browser extensions if that suits you.

Please perform each of these steps sequentially until the issue is resolved.
It is strictly necessary to do this before contacting support.

1. Make sure that the internet connection is available and not restricted. You can check this by opening https://google.com.
For the service to work, like any other service on the internet, unrestricted access to all its nodes is required.

2. If you're setting up a connection on a router, to avoid problems caused by a configuration error, we recommend checking the configuration in the Wireguard and AmneziaWG mobile apps using the same internet connection.

Please perform each of these steps sequentially until the issue is resolved.
It is strictly necessary to do this before contacting support.

1. Make sure that the internet connection is available and not restricted. You can check this by opening https://google.com in a browser.

2. If any VPN application is connected, it must be disconnected, and then your browser must be restarted.

3. Restart your browser.

4. Ensure there are no antivirus or firewall applications installed, other than Windows Defender.
Such applications restrict access to the service hosts of VPN apps and extensions, making simultaneous operation impossible, even if these applications are disabled.
After uninstalling such applications, you must restart your computer and retry the connection.

IMPORTANT! Support will not accept requests until all antivirus and firewall applications (except Windows Defender) have been completely uninstalled.

5. Try selecting different locations on the main screen of the extension, then retry the connection.
It is necessary to sequentially select at least 5-7 locations and after each change, retry the connection attempt.

6. Try selecting an alternative port in the extension settings.

Red Shield VPN allows you to bypass local restrictions and protect traffic from third parties such as ISPs and others.
An application or browser extension establishes an encrypted tunnel to a server in a selected location and directs all traffic from your device to it.
This effectively makes it appear as if you're accessing the internet from the selected location.

This most likely means that you are logged in (or registered) to a different account than the one you used to pay for your subscription.

Please open the application menu or the "Profile" section of the Personal Area where there is a subscription, and the application menu or the "Profile" section of the Personal Area where there is no subscription, and compare the name of the accounts.

Please check each symbol.

The authorities of some countries such as Russia, China, UAE, Turkey and others block VPN protocols and services.

The technologies we developed and use in Red Shield VPN allow users to connect from some of these countries.

If you are located in one of these countries, please use the Red Shield VPN apps instead of manual configurations - this will make the connection more likely to be successful.

We can say with confidence that our service remains available to users from Russia most of the time.

You can try using the service in other regions where VPNs are blocked by authorities. If something goes wrong - we have a refund offer on request within 14 days after payment.

Some Android smartphone manufacturers optimize battery consumption by killing background processes of applications, including VPN.
Unfortunately, neither the application developer nor the smartphone user can completely solve this problem.

However, you can try some steps to improve connection stability:

1. Open Android Settings -> Apps -> Red Shield VPN, and disable automatic power management and enable all permissions, including the ability to background usage.
Before moving on to the next step, check if this helps.

2. Install the app from the APK file from the website and enable "Disable power saving" in its settings.
Before moving on to the next step, check if this helps.

3. Set up Kill Switch. Please use this option carefully.
Open Android Settings -> Networks -> VPN, select the Red Shield VPN connection and enable the "Always-on VPN" and "Block connections without VPN" options.

Important: when using this method, you must disable the VPN by turning off these options.

Also, enabling these options will block access to the Internet if there are problems with the VPN, and can also block access when the device is rebooted. In this case, the options must be disabled.

All apps and browser extensions support the "Local Sites Without VPN" feature, which is available in certain regions where it's relevant.
It allows you to ensure that the VPN only works with foreign resources.

Windows and Android apps also support the "Split Tunneling" per app feature. You can choose which apps will work through the VPN (or, conversely, will be excluded from the VPN).

Browser extensions also support split tunneling by sites.

This is a Location - a place (country, city) where our servers are installed, to which you connect and from which you will access the Internet after connecting to the VPN.

You can choose a different location if it is important to you that the service you are accessing determine your location in the right way.

Important: we cannot guarantee correct location detection by each service.

Many services create their own IP-to-location databases that we cannot change.

In addition, some services determine the user's location by many factors other than IP.

Click on the name of the location on the main page of the app, select your preferred location from the list and connect again.

You can verify that the connection is established and traffic is passing through the VPN by checking the banner at the top of our website: https://redshieldvpn.com.

The server you connect to is always physically located in the country that matches the location name.
For example, if you connect to the "Austria" location, this means you are connected to servers in Austria, and your traffic exits in Austria.

Unlike many other VPN services, we do not have "virtual locations", where the server is in one country, but its IP address geolocation indicates another.
Some of our locations have DoubleVPN implementation by default - they are marked on the website and listed under the "Other" section in the applications, but even in this case, your traffic exits in the selected country.

If you see an incorrect location displayed on any "location determination" resources, you can contact the resource to correct the information.

If you want to learn more about how IP address geolocation works, read the text below.

User location determination in services occurs through databases that link IP addresses to regions (GeoIP). GeoIP databases come in two types:

1. Created by specialized companies such as MaxMind, IP2Location, IPinfo, and others.
Almost all small services and some large services use these companies' databases to determine the visitor's location.
Owners or lessees of IP addresses can correct location information in these databases. In most of them, the exit IP addresses of our servers are determined according to the location name.
If you notice an incorrect location determination in any of these services, you can contact the resource to correct the information.

2. Created by large services such as Google.
Most large companies create their own databases based on a lot of information: the actual location of the user's device, the language set by most users, cross-analysis, and more.
As a rule, no one, including the owner or lessee of IP addresses, can make corrections in such a database.
Therefore, unfortunately, neither we nor any other service can influence location determination in such services.

This can happen for two reasons:

1. The authorities of the country in which the location is located block access to the site or service.

2. The site or service itself blocks access from IP addresses of any country or IP addresses of VPN services.

Unfortunately, we cannot influence this in both cases.
Please use another location to access this site.

Our service does not take any actions to bypass the restrictions of streaming services.
Despite this, we know that in some locations, streaming services detect the use of VPNs and block access, but in others they do not.
Unfortunately, we can't do anything about it.

Unfortunately no.

Just install the application or browser extension (depending on your needs) and log in to your account.

You can connect up to 10 devices to a single subscription and use them simultaneously. Each manual configuration is considered a separate device.

1. Try connecting to 5-10 different locations that are geographically closer to you and are not in the "Other" section of the application.

2. Check the quality of your Wi-Fi or cellular signal.

3. Try selecting different protocols in the application settings (not all protocols are available in regions where the authorities block VPN).

VPN technology is designed so that Internet traffic from your device to the resource you are accessing and back passes through a VPN server in the location you have selected.

If the low speed persists in different 5-10 locations, then the reason is one or more of many factors:
- the quality and load of the connection from your device to the router and provider
- the quality and load of the channels and equipment of your provider
- the quality and load of international channels along the entire chain from your provider to the data centers where our servers are located

Unfortunately, we cannot influence any of these factors.

A small part of the locations are intended for access to local resources that are not accessible from the outside, but not for downloading large amounts of data:
- Kazakhstan
- Georgia
- Belarus
- Ukraine
- Uzbekistan
- Thailand

Due to the high cost and limited Internet channels in these countries, the bandwidth (speed) is limited in these locations.
Unlike many other services, we do not deceive users with "virtual locations" whose servers are located in other countries, with cheaper Internet traffic, but "have IP addresses of the location country", since this often does not solve the problems that a VPN should solve.
The traffic of all our locations comes out in the country by the name of the location.

We monitor all parameters of all nodes under our control around the clock and almost never allow them to be overloaded.

When you are connected to a VPN, you can check the speed to our server: https://st.redshieldvpn.com:444.

You can view and manage devices connected to your account in the "Profile" section of the Personal Area.

A VPN is a resource-intensive task that includes maintaining the tunnel, redirecting traffic to it, and encrypting the data transmitted through it.

You can set up a VPN connection using any of the protocols available in the configurators in the Personal Area, on any device that supports these protocols.

However, if you are in a country where VPNs are restricted, we recommend using Red Shield VPN apps and browser extensions.

Browser plugins are proxies and only route traffic from the browser through their nodes, while VPNs route all traffic from the device.

When using browser plug-ins, all other data your device transmits or receives passes directly and may be intercepted and stored by third parties.

For example, when using plugins, DNS requests are transmitted in the clear, in which governments or providers can see all the resources you access.

There are two business models that VPN services operate on:

1) You pay for the service with money.
2) You pay for the service with your data.

There is another, very rare case - when the service has one or more sponsors - usually, these are large companies or governments. In this case, the service shares your data with them, that is, it can be attributed to the second model.

Free VPNs sell your data to anyone and regularly leak user databases because their business model doesn't have a reputation to uphold. They close the brand that suffered the data leak, and the next day they open under a new one.

Our service offers a fair deal: you pay for the subscription with the money that we use to support and develop the service.

These are our implementations and combinations of various protocols such as WireGuard and others.

Torrents may be unavailable in all or some locations to avoid claims from copyright holders.

We store the information necessary for the operation of the service: email, country, hashed password, data required to connect to the VPN, payment history.

You can get all this information in the "Profile" section of myrsv.org by requesting data under the GDPR. In the same section, you can completely delete your account.

We strongly discourage users who plan to harm (or do harm) anyone, including individuals and organizations, using the service.
This includes not only criminal activity, but also DDoS attacks, port scanning, spamming and other activities that may prevent other users of the service from using it normally due to IP addresses being blacklisted.

Although we do not typically record traffic or store user activity, we may use technical measures to identify and permanently block (without refund) users who engage in malicious activity.

The use of the Red Shield VPN service is permitted only within the legal framework of the United States and the country where the connected server is located.
We cooperate with the authorities in countries where our companies are registered, strictly in accordance with applicable laws.

If you are looking for a service to commit crimes, then look for another one.

You can completely delete your account in the "Profile" section in the Personal Area.
If your account has an active subscription, then all information about it will be deleted and a refund will not be possible.

You can set up a VPN connection on devices that support the OpenVPN, WireGuard, AmneziaWG (only on Zyxel Keenetic) and PPTP protocols.
You can get the configurations for setting up in the Personal Area.
WireGuard configuration for Mikrotik is available in the menu of the created WireGuard configuration.

You can find out the supported protocols and get instructions for setting up on your router or other non-standard device in the manuals for the device or in the community (for example, a forum).

We do not provide services for setting up a connection on any non-standard devices, including routers.
We also do not provide consultations on setting up a connection on such devices.

One router or any other device that directly connects to the service counts as one device.

However, we limit connection parameters such as pps (packets per second), so we do not recommend connecting more than 3 devices to the router.

Please note that connecting more devices is a violation of the terms of service (fair use).

Currently, it's not possible to expand your subscription to more than 10 devices.

To connect more than 10 devices, you must register a new account and purchase a separate subscription.

For convenience, you can register an account using the same email address in the format "your_email+whatever@mail.com".

You can manage attached payment cards and the status of automatic subscription renewal in the “Profile” section of the Personal Area - it is available as a section in the menu of the application and browser extension, as well as at the website: https://my.redshieldvpn.com/profile.

Please make sure that the error specifically mentions an incorrect username or password, and not something else.
If it does, this simply means that you are entering the wrong username and / or password. This can be hard to believe, but it is a fact. Arguing about this with our support team is pointless.

If you have a device with the app or browser extension where you are currently logged in, you can go to the "Personal Area" in the menu, select "Profile," and change your password.
If you do not have a device where you are already logged in, you will need to use the password recovery feature.

You need to carefully study what a "DNS leak" means and make sure that this is what you are experiencing (most likely, this is not your case).

An IP address leak through DNS requests is when your real IP address (the resolver on your router or computer) or the IP address of your ISP's DNS resolver is visible through DNS requests.
Contrary to popular belief and the suggestion on some "DNS leak testing" websites (which use intimidation to sell VPNs), a "DNS leak" is not a mismatch between the IP address from which you access the internet via a VPN and the IP address from which the DNS requests are made.

What could be the cause of this mismatch?
When connecting, Red Shield VPN apps set our resolver as the system DNS.
Red Shield VPN browser extensions direct DNS requests in the browser to the proxy the extension connects to.

But this won't necessarily work this way - if you (or third-party applications) have configured DoH or DoT resolvers as the system DNS, or in the browser - requests will go to them, and the reason is not in the VPN application or browser extension.
This isn't a "DNS leak," but if you want to ensure that only our resolver is used, you need to identify the reasons why requests are going to other resolvers and fix them.

You can install the Red Shield VPN app on Android TVs and set-top boxes, as well as on Apple TV.

If your TV or set-top box has Google Play, it's best to install the app from there.

If Google Play isn't available, you can install the app using an APK file, which you can download from our website.
Using your computer, copy the APK file to a flash drive, and connect it to your TV or set-top box.

If your TV runs a different operating system, you can't install the VPN app directly on it.
You can only connect such a TV to a VPN through a router (for example, by installing an additional router between the main router and the TV, connecting its WAN interface to the main router, and connecting the TV to the LAN interface via a wired connection or Wi-Fi).

We recommend Keenetic routers — the cheapest model will do, as long as it's a modern one.
Connection setup instructions (we recommend AmneziaWG) can be found in the "Help" section of our website.