PureVPN Review

Summary
  • 7/10
    Features - 7/10
  • 7/10
    Speed & Reliability - 7/10
  • 5/10
    Security & Privacy - 5/10
  • 8/10
    Usability & Compatibility - 8/10
  • 6/10
    Support & Documentation - 6/10
  • 6/10
    Value for Money - 6/10
6.5/10

Summary

PureVPN is one of the top VPN providers, no question about that. They have lots of servers and IPs, speed is good but support could be better and their marketing is way too aggressive. Apart from that, there isn't much to complain about, we would like to see a better price for the service as we feel it's a bit much, and a more transparent privacy policy would be nice.

In this review of PureVPN, we will attempt to answer a simple question: does PureVPN deserve a place among the top VPN providers?

PureVPN is a VPN service that doesn’t really need an introduction. It’s been in the business for quite some time now (around 7 years), and it’s hard not to stumble upon opinions about it if you’re searching for a VPN provider on the Internet. PureVPN is operated by Hong Kong-based GZ Systems Ltd. The founder of PureVPN is an antreprenor, Uzair Gadit.

Features

Feature wise, they have over 300 VPN servers in 22 countries, with over 22,000 IP addresses. That’s quite impressive.

purevpn-countries

VPN protocols: PPTP, L2TP/IPSec, SSTP, IKEv2 (for Blackberry) and OpenVPN. The later is still in beta stage. Two simultaneous connections are allowed. Encryption strength is 128-bit or 256-bit AES. Their OpenVPN features 256-bit AES-CBC encryption cipher for data transfer, LZO compression, and 1024-bit RSA CA. OpenVPN is available using UDP on port 53 only, no alternative ports or TCP protocol at this time – but it’s in beta stage so we expect them to add more options later.

Their website is very informative. Maybe too informative: their overwhelming SEO efforts resulted in many redundant pages like “USA VPN Service”, “Germany VPN Service” and the list continues with a dedicated page for all their locations. Information is targeted to non-technical users and there’s nothing wrong with that, just that many technical details are lacking.

Pricing

purevpn-pricing

They have 3 pricing options, as follow:

  • $9.95 / 1 month
  • $44.95 / 6 months
  • $69.95 / 12 months

So the cheapest plan is equivalent to $5.83 / month.
They have a 3 days money back guarantee for new orders and 7 days for renewals. Their refund policy states that refund requests are valid as long as the user doesn’t use more than 500MB of data transfer, or 2GB for renewals. We think that this policy is a bit too strict given today speeds. A user can easily download over 1 GB by testing his new VPN on speedtest.net and similar bandwidth testing services.

They also provide a VPN trial account for $2.5, valid for 3 days. The trial account is not subject to the money-back guarantee.

Payment methods: Paypal, Credit Cards, Alertpay, Plimus, WebMoney and Bitcoin.

Software

PureVPN has custom VPN software for Windows, Mac OS X, iOS and Android. We tried all of them for our review, but we focused on the Windows client.
Their VPN software is more complex than some of their competitors, but it has a lot of features. Overall it is well-made and quite fancy, perhaps a bit too fancy for our liking. It’s very easy to use and it doesn’t require any technical skills. You can select the VPN locations from a drop-down list or from a map. It also has a Support section where you can easily open support tickets, without leaving the VPN client software, visiting their site and so on.

client2

client1

For the OpenVPN beta, they provide a tweaked version of OpenVPN GUI. We wish they had the server configuration files separately, for those like us who already have OpenVPN GUI installed. But then again, the service is targeted to non-technical users, so the easiest way to provide them access is to give them a software to install and connect.

Logging and privacy

PureVPN collects users personal identifiable information like name, phone number, address. They state that they don’t log users online activity but only the access to their service (connection IP address, VPN session duration, amount of data transferred). However they don’t say for how long they keep this data. It appears that in the past they were claiming to keep these logs for 5 days, but the duration was remove from their Terms and Conditions page. We wonder why.

Speed and reliability

Speed was good, average on servers far away but usually good on closer locations. L2TP was the fastest protocol in our tests, PPTP coming 2nd. SSTP was slower, but its advantage is that can easily bypass firewalls and country-wide restrictions like those in China.

Here are some speedtest results:

purevpn-speedtest

Torrent speed was also good, usually averaging between 3MBps and 5 MBps, but we reached up to 10MBps in a test.

torrent

torrent3

We almost maxed-out our raw/non-VPN broadband speed in some tests, so we can’t complain.

VPN connections were reliable and video streaming was smooth in HD quality.

Support

PureVPN provides 24/7 support via ticketing and online chat. We tried the online chat and the support operator was helpful, addressing our issues in a timely manner. They also have a Forum.

Conclusions

The good:

  • many servers, many locations, huge number of IPs.
  • newbie-friendly VPN software.
  • well-documented tutorials.
  • P2P allowed in many locations.
  • BitCoin accepted.
  • Good speed, reliable connections.
  • Quick and helpful support.

The bad:

  • Too much SEO on their web-site (it’s bloated).
  • Pricing could be better. Their trial is for only 3 days and it costs half than some competitors charge for an entire month.
  • Only 3 days money back guarantee, within low bandwidth usage.
  • Privacy Policy lacks details about log keeping duration.
  • OpenVPN is in beta, they provide tutorials for Windows only and no separate config files.

Final notes:

PureVPN is a very solid provider, and to ask the question from the beginning of this review: yes, it deserves a place among the best VPN providers. Maybe not one in top 5, but top 10 for sure. While there are some things we don’t like much about PureVPN, we think that they’re improving their service as we speak. For now we are giving PureVPN a rating of 7.5/10 and highly recommend it.

Do you have any experience with PureVPN? share it with us by commenting below.

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139 thoughts on “PureVPN Review”

  1. VERY difficult to cancel with this company. Seeing as they bounce you back and forth and you only have 3 days to cancel with their money back guarantee…. it can be a pain.

    They only allow certain servers in other countries to use torrents (which is the main reason others including myself were looking for a VPN service).

    In the end, privateinternetaccess.com offers nearly the same features but with US based servers for torrenting….and at a smaller price to boot.

    PureVPN wont just cancel your account, they will constantly go back and forth asking questions as to what you want to do and then tell you different ways it can be done with their service. You would initially consider this good customer service until you realize that you found another product for less of a price that does MORE of what you want, meanwhile watching PureVPN burn through your 3 day return policy.

    They are like AOL in the 90’s when it comes to cancelling.

    Reply
    • @Nick You are suggested to read the terms of service, we do not allow torrents with the server in the countries where it is illegal and no one cold do that, else the server will be banned by the data center. Regarding refund, we try our best to assist the customer first instead of breaking the relation instantly.

      Reply
    • > On Thu, Dec 11, 2014 at 2:37 AM, My Email wrote:

      you should really start reading customer mails and reviews, I do not accept any cent to stay with you, I will move in 10 minutes to the next important page and start to post there but I have now that much of unique reviews I guess I will be very fast and I guess I setup also some macros to do it automated do not think you are offshore and god I am out of mind and secure 😉

      On 10.12.2014 22:49, PureVPN Support wrote:
      > Hi,
      >
      > Please check the points and suggestions below:-
      > 1. You purchased 4 annual accounts then ask them to merge to a single account having 20 multi logins
      > 2. I confirmed you that 20 multi logins are allowed on your sigle account on 29th Nov 2014
      > 3. Regarding Germany location you will be assisted and shown wit proof that there is no such issue, if you need
      >
      > Anyhow, keeping in view that you never used 3 accounts we may refund you in full for 3 annual accounts and 50% refund of the 4th account. You do not qualify for refund though having 39 GB usage as listed below but in order to get it you need to remove the reviews you just did. We may also paste these as a comment but we will not. We broken our policy to allow you on exceptional basis and to make it work for you i.e. 20 multi logins
      > If you need the 100% refund of the 4th account too then you need to have a remote session with us after which your case will be reviewed.
      >
      > PROTOCOLS NUMBER OF TIMES USED BANDWIDTH
      > PPTP 105 28,717,444,507 bytes (27,387.09 MB)
      > OPENVPN-UDP 1 43,741 bytes (0.04 MB)
      > L2TP 34 12,286,450,336 bytes (11,717.27 MB)
      > Total Bandwidth
      > 41,003,938,584 bytes (39,104.40 MB)
      >
      > Best Regards,
      > Q. Nauman M.
      > Manager Customer Service & Support
      > PureVPN
      >
      > ***** We apologize for the delay, might caused in replying your email. We are experiencing an excessive load, unexpectedly, due to customer interest in the services. Our 24/7 live chat is available to assist you on immediate basis.*****
      >
      > On Thu, Dec 11, 2014 at 2:37 AM, My Email wrote:
      >
      > I told you I won´t invest any minute in comunication with you because you are too lazy to read my issued mails to the support and their answers and that I got ignored totaly you fucked me arround enough I won´t stop until I get my money back because I am a real person and can proce it you know what I´ll start to post now also screenshots online screenshots to prove it even more. just save my time and yours and the time your webmasters and supports investet in advertising your crapy semi vpn and return my money I will not stop it and this is my last mail bye bye
      >
      >
      > On 10.12.2014 22:33, PureVPN Support wrote:
      >> Hi,
      >>
      >> Please contact us via live chat and ask for the Manager, I will assist you and clear the confusion / misunderstanding we have.
      >>
      >> Best Regards,
      >> Q. Nauman M.
      >> Manager Customer Service & Support
      >> PureVPN
      >>
      >> ***** We apologize for the delay, might caused in replying your email. We are experiencing an excessive load, unexpectedly, due to customer interest in the services. Our 24/7 live chat is available to assist you on immediate basis.*****
      >>
      >> On Thu, Dec 11, 2014 at 1:45 AM, My Email wrote:
      >>
      >> I need no assistance from you give me back my money or I distroy your business by reviews and I can prove it just get your ass in front of my whole emails and read them I was in time and I had really troble not that lousy multi login but I got ignored I swear I will invest every day 4 hours of searching pages where you advertise and write down reviews until your income decreases to a little student
      >>
      >>
      >> On 10.12.2014 21:36, PureVPN Support wrote:
      >>> Hi,
      >>>
      >>> Sorry for the inconvenience. It seems you did not notice what I wrote in the end “Still we are keen to assist you for which you may contact us any time.”
      >>>
      >>> Best Regards,
      >>> Q. Nauman M.
      >>> Manager Customer Service & Support
      >>> PureVPN

      Reply
  2. I signed up for one month at the $7.95/mo price. After a few hours of playing around with it, I hated it. I immediately e-mailed them requesting a refund. I also posted on their facebook page and their twitter page.

    About an hour later I recieved a very polite e-mail and the funds were returned to my PayPal account immediately.

    I’m not a fan of their services, but they were respectful and professional when I contacted them. I would say their customer service is a good 9/10. Their actual VPN service leaves much to be desired.

    Reply
  3. Never use PureVPN, stay away from them. They are sucks. My account disabled permanently. They limited login sessions and further more, user can’t check how many sessions. That mean user is blind, then they can disable any one. Then contact support, only get reply “please first reply to this email, concerned deptt will assist you accordingly” after 30 mins waiting, so what online support using for? My business hurt, all my customer complain.

    Reply
  4. Pure VPN?

    Caveat emptor!

    Was a PureVPN “member” for approximately 18 months. They charged me $15/month. Several days ago a Pure VPN ad popped up on the web page I was reading, offering service for $4/month. $4! I contacted them asking for an $11 credit for each month they’d charged me $15. They got back to me, telling me I could have the $4/month rate going forward, but would not credit me for the overcharges. I copied Pure VPN’s president, Uzair Gadid, on all my back & forths with their help desk, but he never responded. I ended up telling them to either credit me the full amount of all the overcharges, or close my account.

    Their response: “Per your request, we closed your account.”

    Reply
    • That doesn’t sound good. If they changed pricing, the new price should have been applied to your account to reflect changes. We don’t like what they did and we’ll contact them for more details on their pricing changing policy and how it applies to existing customers who signed-up in the past. If that’s a general policy and they don’t change pricing to existing customers, we will update the review accordingly.

      Reply
      • I complained to PayPal, who said they would contact Pure VPN’s account manager, discuss the matter, and get back to me.

        When PayPal did not get back to me, I contacted them again. The reason they had not gotten back to me, they said, was that the Pure VPN account manager had not responded.

        Did Pure VPN ever respond to VPN Reviewer?

        Reply
        • yes, I talked to one of their support operators and he confirmed that pricing doesn’t change for customers who signed-up in the past. It’s like a long-term contract and if you want to benefit from new pricing, you have to sign-up for a new account. I can send you the chat log if you want?

          it’s not a good practice because they don’t notify customers of pricing changes.

          Reply
        • sure be happy you had only one month as I bought 4 anualls to give them a chance to setup for me one login for 4 licenses for 20 devices so I renounced on my license time. and this idiotic manager as i asked him to check geo started to ignor me and delayed me for 3 weeks until I started paypal conflict but paypal does not provide you with any help on licenses so take care i had to start terror on purevpn to get money back for 3 out of 4 licenses but I won´t stop until I get my 4. too as they did nothing for me and I was in time with my mails 37 hours after purchaseing so stay away you save money time and nervs

          Reply
    • @Frank We keep offering discounts to our customers but must want to let you know that you are comparing your Dedicated IP product with the Unlimited plan which annually costs $49.95 and that is the reason we have mentioned on our website that it costs $4.16

      Reply
  5. Thanks for contacting Pure VPN. No need to send me a transcript. Not too long ago, though, Pure VPN had a security issue, and their president, Uzair Gadit, was all over it, assuring customers that everything had been straightened out, and that they would get a credit for the inconvenience. My point is that on very occasion I contacted VPN Support about my recent discovery that I was being overcharged, I cc’d Gadit, but he never got back to me. Too bad VPN Reviewer couldn’t get through Gadit directly. My second point is that overcharging a bunch of suckers (such as myself) allowed Pure VPN to build market share by offering a really good deal to newcomers. I (and no doubt others) would have remained Pure VPN customers for years. It’s questionable then, given Gadit’s silence & Support’s stonewalling , that Pure VPN has any interest whatsoever in long-term relationships. I’ll end as I began: Caveat emptor!

    Reply
    • I just checked their ToS once again to see if they provide any info on pricing change policy. They don’t. I think many other providers won’t update the subscription pricing for active customers, but they should clearly state that or at least send an update to existing customers if pricing change, and customers have a chance to order a new account, like PureVPN support rep told me. I will update the review pointing toward our comments below and from now on we will ask providers about their pricing change policy. I assume you already signed-up with a different provider and asked the same before signing up? 🙂

      Reply
    • @Frank, We do not apply any price change to existing customers. Suppose you are paying $15 for a product and we change it’s price to $20 should we apply it to all customers including you. Your answer will be No, Of course, that is the reason if any customer need to avail any special price then may avail by placing the new order or simply contact us for assistance.
      Best Regards,
      Q. Nauman M.
      Manager Customer Service & Support
      PureVPN

      Reply
      • No, my answer would be “Yes,” at which point I’d drop you.

        As I said previously, you build market share by offering new customers lower pricing, on the backs of loyal customers by charging them too much.

        Reply
  6. It appears, VPN has made improvements. More countries have been added, easy start up, 5 multi login feature. This feature is simply amazing; I mean we can connect up to 5 devices from one single account. Split tunneling is another great feature. Helps me alot to connect to my office open vpn and use to unblock my ISP restrictions at the same time.

    I never felt to go for a refund. Yes at times, small problems pop up but that is where their live chat supports come handy, we don’t have to go and stick around forums, posting questions and waiting for answers. Because we get instant response from their chat.

    Great service!!

    Reply
    • I agree with the previous comments, PURE VPN sucks. I subscribed to it on 19th Oct 2014, paid by credit card.

      The services mostly don’t work when you need it to, for examples, in China, lots of countries where you want VPN and in lots of hotels !!

      2 days ago, I get a email that INSISTED that I scan and email them my credit card within 1 day and if I don’t , my account would be suspended. Nowhere in my contract or agreement is that anything that said I have to scan and email them a copy of my Credit card. Why not have their CEO email me a copy of his ? Coming from a company that is providing “Security Services”, that is dumb. Of course what happen next was they deactivated my account.

      When I ask for a refund, they didn’t even bother to response. Their Online chat make me go through the usual submit a request, and the response was that I’ve exceeded 3 days , blah , blah, blah, and ” if I don’t need the VPN service they offer to deactivate it for me but cannot offer me a refund.” Hang on, the reason I’m asking for a refund is because they deactivate my services, and their solution is to deactivate my services ?

      Please search on the internet and you will find LOTS of bad feedback about PureVPN, I think they should rename it PureSCAM.

      Reply
  7. Although I found the PureVPN online instructions to Configure my Blackberry Playbook left out several crucial steps, the support I received from the Support Desk was prompt and accurate enabling me to get connected in seconds (once the crucially omitted details were made manifest!

    Many thanks for your help. The service is fine and the speeds are great. Great value.

    Reply
  8. Seems to do everything it says it does. I’m in China so need to set everything up manually because I can’t download apps here. As such, I need to use the online chat to be guided through. I’ve just been online with Fiz, who was great, to set up my iPhone but had a struggle with setting up on my Android tablet as the emails PureVPN tried to send didn’t arrive. Guess I was unlucky. Not a reason not to use PureVPN, though. Seems like good value.

    Reply
  9. I can honestly say PureVPN is great – they can provide you with a dedicated IP, their servers are extremely fast (my connection through the VPN is almost as fast as my regular connection) and in general everything is superb. Thumbs up for the awesome support service, which promptly provided me with a detailed guide on how to configure the VPN client on my router, which solved all my problems with it.
    All in all, PureVPN is definitely worth its price.

    Reply
  10. First time to leave review, and sure was surprised by some of the comments. Pure VPN, since day 1 has been nothing but a+. I tried several VPN’s and none matched the speed I get here. Also, if connected, I can get in some of my really secure sites faster. Dimitri on the Customer chat solved my administrator rights dilemma really fast. When I first started, I had some chats at some very odd hours and someone always was there.

    Reply
  11. I initially received no response directly at 09:30 on the Live Chat facility until 2 hours later. I came back to the chat area at 05:30 GMT and got an immediate response. Quickly rectified my mistake of copying a trailing space in the emailed password for the VPN connection. Perhaps it might be helpful not to add trailing spaces in the HTML based email for the password?

    Reply
    • @Andrew McVay, sorry for the inconvenience. Customers are too much interested in the product features we have been offering so at a specific time chat load becomes more than double and customer may need to wait but you may also leave a message or contact via email and you will be assisted immediately.
      Best Regards,
      Q. Nauman M.
      Manager Customer Service & Support
      PureVPN

      Reply
  12. Great service, high quality. Used it to access Netflix from abroad while on holiday.
    Fine customer support & easy to cancel subscription.

    Reply
  13. I would like to thank AMoiz – Using the software “TeamViewer” configured my connection and answered ALL MY QUESTIONS & REQUESTS (no matter how difficult or easy they were) – REAL PROFESSIONAL (with great knowledge about Computer Networks) WHAT ELSE TO SAY … – THANK YOU VERYMUCH !!! – I am much obliged !!!

    Reply
  14. I have used PureVpn for almost a month now. They can provide a dedicated IP and their servers seems fast enough. I particularly will endorse their support services. I had trouble logging into my account after the issue of heartbleed bug and the support team responded very courteously and quickly to resolve the problem. I am much impressed. They have servers in many locations which you can easily logon. It is easy to setup and easy to use. I am very happy with PureVPN and it is definitely worth its price. Great value for money.

    Reply
  15. The PureVPN is simply amazing in every aspect and the customer service is awesome. For an average person who need a secure connection PureVPN is the best choice.

    Reply
  16. Thanks for your reviews, I recommend this vpn services, buy cheap price with discounts
    Great VPN and fantastic support with chat.
    I try 3 vpn before this is the best i found…

    Reply
  17. So far this was a great choice for me. Price, simplicity, 24/7 great support. I’m a new costumer, so… let’s see… but by now this is great!

    Reply
  18. You may wish to convey the cancellation/refund policies of these VPN reviews. PureVPN for example has very unethical policies. Only 3days to request a refund and required bandwidth policy. I used the service 1 day and because it dropped with out notification and exposed my info, I choose to cancel the service and request a refund where after several back and forth with support, they revealed the strange policies and refused a refund. I recommend your readers AVOID this service.

    Reply
  19. Just share my experience with you guys. This shameless company has answered my cancellation request but refused to return my money by a reference page from nowhere. http://support.purevpn.com/customer/portal/articles/1706762 You will never find this through any link in their site, unless you search keywork from the support center. So they just closed my account and robbed my annual fee, which costs 45$, and left nothing with me. Staff M Faiz did this and another guy called Kasper Martinez set the status of my ticket to On-Hold on 1st October, then I heard nothing. I’m not going to waste my time on it, since I have found a proper VPN for me.

    Reply
  20. Pure VPN is a total scam.

    Their US servers are fake and actualy are German. (I run a bunch of trusted tests and websites and they treat me as German while I’ connected via US server…..)

    They money back guarantee is a scam, cause u can’t get a refund if u used more than 500mb. And how it is possible to test VPN to make a decision if you like it not exceeding just 500mb limit???

    Other VPN services give you free days to try it out and then charge money…. but not PureVPN….. their main purpose to get as many 1 month clients as possible by lying about money back guarantee…

    So now I payed 10 bucks and I even can’t get what I want from this service….

    NEVER EVER TRY PureVPN!!!!!

    Reply
  21. I found it quite difficult to get OpenVPN going on a Mac. Their customer service was real good, but it was still a lot of work on my end. OpenVPN is not handled through their own client, so you have to use a third-party client like tunnelblick, then download and install their server configs. They gave me no US TCP server configs, and instead advised me to edit the UDP configs. I’m comfortable doing that, but I tried to imagine some people I know dealing with this, and couldn’t see it happening. The other thing is, I really don’t understand the purpose of separate UDP connections. I would’ve assumed you needed both kinds of traffic open to function. But I shouldn’t even have to be thinking about that.
    Once I got it going, I still had a lot of trouble connecting, and the speeds were pretty lousy. I’m sure there’s probably a way to get it going right on a Mac, but I don’t want to have to spend the time. Mac users are spoiled, and just expect stuff to work. If you’re a Mac user, and you wish to use OpenVPN, you might want to wait until they have their Mac client set up for OpenVPN.

    Reply
    • it is actually very easy to add a profile in tunnelblick, as lousy as tunnelblick can be. OpenVPN over TCP is just bad. Never use it, it’s too slow. Like 20x times slower than UDP.

      Mac users, spoiled or not, should learn how to do a 2-click job, to be honest.

      Reply
  22. AVOID.

    After 3 days of being ok (although Open VPN is hit and miss) it stopped launching automatically on start up. I have to start manually if I want to use the VPN which is no good (it’s listed in start up menu). Help technicians have no idea how to rectify this problem and have not been helpful.

    So, 1 week after purchase, I’ve asked for a refund. The product is faulty but they will not refund all because I have used a certain amount of bandwidth ! This is irrelevant. This was used in the first 3 days !

    It’s like having a brand new car that stops working after a week but you can’t get a refund because you’ve done 200 miles in it ! I feel very ripped off with this company and their no good product.

    Reply
    • Hi K,

      Please contact us via live chat and ask for the Manager, referring this review and I will personally assist you and review your case, we offer 3 day refund though.

      Best Regards,
      Q. Nauman M.
      Manager Customer Service & Support
      PureVPN

      Reply
    • My notebook crashed after the recent update with errors on IP miniport drivers. Good luck on getting TeamViewer working when the system cannot even go into SAFE mode.

      Reply
  23. This comp0any has the very worse service I have ever encountered. refund, I requested a refund 7 times! and to no avail. They do nothing but give you a complete run around and lots of back and forth emails. AVOID THIS COMPANY AT ALL COST OR YOU WILL BE SORRY!!

    Reply
    • @Joe, I hope you have received the email and assistance for the same. You may contact us any time and ask for the Manager, I will personally assist you for the same.

      Best Regards,
      Q. Nauman M.
      Manager Customer Service & Support
      PureVPN

      Reply
  24. Don’t count on the refund, I tried to use it for a few hours and got no where requested a refund and they told me no I had burned up to much data even though it did not work through my drt router, complained through paypal so they closed my account.

    Reply
  25. Just had an issue with updating my dialer since the upgrade to PureVPN’s service.
    Bit of a hassle having to delete all the previous information from the old dialer’s operation and when I tried to download the new one, it doesn’t/didn’t download the 10.5-10.7 Mac system configuration- went straight for the 10.8-10.9. Problem is my Mac didn’t need an update and I therefore couldn’t connect.
    Thankfully I got in touch with Albert from the live chat and he talked me through the manual process and pointed out that I needed to turn off my other proxy (am in UAE so have 2 VPNs in case). All is well now and I’d like to thank Albert for his timely and professional help.
    Great service and hope the Mac troubles can be worked through to make the user experience (especially for the uninitiated) easier…

    Reply
  26. Had some difficulties connecting my dedicated vpn. Had some outstanding service from the PureVpn supporter Albert who guided me very professionally and helped me connect.

    Reply
  27. hi there community, I bought 4 times 12 months licenses from purvpn to use them for the whole family but their servers are not secure at all german webpages find out your geo location with ease as I requested back my money as purevpn is advertising with their 3 days money back guarantee I was left aside for 3 weeks after I started a conflict through paypal who also did not support me with this as it is no phisikal thing a license so purevpn manager had a nice lunch on my costs and I also got no access to my new licenses anyway because I involved paypal. think twice befor you get there any license. greetings a friend

    Reply
    • @Virgil, You requested to allow 20 sessions on a single username against all 4 accounts which we did giving you exceptional favor, as normally we do not allow. Later you opened the dispute with PayPal who looked into the case and decided in our favor. Must want to inform that VPN offers you to bypass Geo Restriction, for sure, but any website owner reserved the right to block access of VPN IPs using the tools to detect VPN.

      Reply
  28. I have used purevpn for over a year. Fast (actually usable) in comparison to another I have tried. Usually flawless, had a connection problem this evening in Hong Kong when the hotel stopped the Internet while I was connected. Once the connection was back I could not connect to vpn even though the Internet was available. Tech support via chat fixed the problem within five minutes of me making contact.
    Not too many providers supply support as advertised. Not sure where they are based but this was at 6:00am eastern time. Great support, thank you.

    Reply
  29. well, this vpn company surely has the most helpful support staff i have ever seen not only in vpn business but in any sector.
    this guy named dmitry answered all my detailed technical questions with patience and adequate information. you can never find a staff like that anywhere these days.
    thank you dmitry.

    Reply
  30. thank you so much for being so patient and giving me your time i am new to this and you have been a big help on my first day with your software everyone has always been helpful wonderful service …well done Albert thanks 🙂

    Reply
  31. They are great, I’m not a PC geek, they helped me a lot, step by step, they answered all my stupid questions :). try it, they are great

    Reply
  32. Biggest crap VPN ever! Speeds are horrible – not usable inside Mainland China, service only send you automated answers to the website – demanded my money back but no refund, as I opened a file at Paypal they suspended and terminated my account. As I am also based in HK I will involve a lawyer to get my money back – stay tuned.
    Good alternative if you are in China : witopia – much better speed and very good service – they will provide “secret” IP addresses to you if you have speed problems at your location.

    Reply
      • No, as I try to solve the problem for almost 4 weeks, I don’t use VPN every day but when I needed it I always got big issues. So I contacted the support again and again until I really found out that they can’t or don’t want to solve my problem. Always get automated messages or was only forwarded to the FAQ on the website. I know VPN is sometimes tricky in China, as I live here for many years I know the issue but other VPN providers can solve this issues. Even free Proxy services I have used when I was not getting acceptable speeds at PureVPN have better speeds and seldom connection issues. Now I use witopia again which I used before and don’t have speed or connection issues any more. I wanted to give another VPN provider a try as they offer a connection program for Android – but this was also not true – this program is not working for China. So I need to add Servers manually – same as at witopia. So there is no reason for me any more to choose another VPN provider than witopia.

        Reply
        • We agree that VPN in China is tricky and troublesome. We have a detailed article about VPNs in China you may want to read: https://vpnreviewer.com/internet-vpn-china

          It’s good to use more than a single VPN in China and switch them as one can work better than others some days.
          Doesn’t PPTP or IPsec VPN protocols work for you? We noticed that some users in China recommend to use them if openvpn fails.

          Money back guarantees can be a bitch if you signup for a year. Is it 1 year you signed up with PureVPN?

          Reply
          • Thanks for the link, it describes the VPN issues in china very well. As I am living 8 years in China already I know the issues and changes of the “Great Firewall”. I tied different VPN providers during I live in China and even setup my own VPN with a root server in Germany. What I need from a VPN provider is support! The support at PureVPN is horrible they don’t give working solutions, they only forward you to their general tips that are not working. I know the different Protocol issues, openVPN was even some time totally blocked in some regions of China same as PPTP, now it seems opposite. Before IPSec was almost without any trouble it is not anymore. So if a VPN provider offers their paid service worldwide they need to have solutions for their issues!

            Reply
  33. @ Hannes,

    This is at least the third platform I am replying you at. As suggested, you could have contacted PureVPN support on time to get your matter resolved but including third party and opening a dispute without informing us is conflict of the policy. It’s never an intention to held the payment when the customer is not satisfied with the service.

    @VPNreviewer – Thanks for your responses. PureVPN is indeed working perfectly in China even after the recent restrictions. More information is available in our blogs.

    Reply
      • Dear Jay,
        We have had couple of inquiries from China where users were able to get optimum speeds after the correct combination of servers and protocol. I would like you to please head over to our support for assistance in this regard.

        We have verified from various sources for proper service functionality. We would be obliged to have another happy customer in form of you! 🙂

        Reply
  34. I purchased one month of pure VPN, and cancelled at the end of the month to see how they would handle an exiting customer. I was on the fence on purchasing a full year so i used this experiment to see where i would go. After i had cancelled my subscription Purevpn attempted to charge me for another month. I opened a case with paypal and obviously got my money back as its illegal to charge for a service without providing it. Purevpn may be a good service but a morally corrupt decision cost a permanent subscription from me.

    Reply
  35. I agree with lots of the previous comments, PURE VPN sucks. I subscribed to it on 19th Oct 2014, paid by credit card.

    The services mostly don’t work when you need it to, for examples, in China, lots of countries where you want VPN and in lots of hotels !!

    2 days ago, I get a email that INSISTED that I scan and email them my credit card within 1 day and if I don’t , my account would be suspended. Nowhere in my contract or agreement is that anything that said I have to scan and email them a copy of my Credit card. Why not have their CEO email me a copy of his ? Coming from a company that is providing “Security Services”, that is dumb. Of course what happen next was they deactivated my account.

    When I ask for a refund, they didn’t even bother to response. Their Online chat make me go through the usual submit a request, and the response was that I’ve exceeded 3 days , blah , blah, blah, and ” if I don’t need the VPN service they offer to deactivate it for me but cannot offer me a refund.” Hang on, the reason I’m asking for a refund is because they deactivate my services, and their solution is to deactivate my services ?

    Please search on the internet and you will find LOTS of bad feedback about PureVPN, I think they should rename it PureSCAM. Oh yeah, they don’t response to emails !! So it’s a big SCAM !!

    Reply
    • Hi Jay,

      In continuation of my correspondence over PCMag, I want to inform you that you were using our service from XXXX and XXXX and you were never asked for any verification or something like that but once our automated system observed your connection from XXXX it prompt you for verification. The same is done by Gmail and Facebook too, they ask you to verify even those are free. Why do they verify, you need to think deeply. They feel their responsibility as we do.

      Regarding your concern “suspension of account without any proper reasons”, let me inform you that you were told “As this involves your personal information, we have kept a 24-hour expiration date on the verification process. After 24 hours, we will disable your account to protect you. So, please verify within 24 hours.” via email 16/02/2015 04:30 – Account Disabled **** Security Measure **** and instead of replying that email you opened refund ticket which was dealt in a different way as you mentioned totally different situation in it as mentioned below:-
      Question: Error I was getting on Windows
      Answer: it crash and hang my win 81 pc
      ——
      Question: Error I was getting on Android
      Answer: cannot connect. authentiatoon failure or no response from server.

      I also want to suggest you that not only on PureVPN, but on any provider over internet, make sure to read the terms of service, privacy policy etc. in which you will get the answers of confusions you have.

      I hope it helps you to conclude the misunderstanding / confusion and also we are glad to inform you that your account has already been enabled and you are using it.

      Feel free to contact us if you have any question and you will be assisted.

      Best Regards,
      Q. Nauman M.
      Manager Customer Service & Support
      PureVPN

      Reply
    • I wish I’d read the reviews before paying for a 1 month ‘cancel anytime’ service. They are ignoring my attempts to cancel and keep on billing me. It’s such a rip off. I’m telling everyone and anyone I can.

      Reply
  36. Agree with the negative responses above. They are scammers in my book, aggressive marketing, and customer service is only good at monitoring websites for negative reviews, or so it seems. Bottom line: if you use Purevpn then you are not anonymous, because they keep logs. You’d better spend your money on a reliable vpn service that does what it’s meant to do: guarantee your anonymity.

    Reply
    • Sorry for the inconvenience but the logs policy is clear to all our users. PureVPN doesn’t keep logs of any kind apart from session logs which means that the connection and disconnection time stamps are recorded for security reasons. Thank you.

      Reply
      • That is utter BS. Don’t you use shared IP’s? How could a session log attribute to security then? Maybe you yourself don’t keep logs, but the data centers where you hire your servers do.

        Reply
        • I can tell you for a fact that datacenters just don’t give a damn and they never log customer activity unless they are forced by a court. If there is any abuse report coming, the customer (vpn provider in this case) has to deal with it. The datacenter will just forward it. All stories like “VPN doesn’t log but datacenter does” are bullshit.

          Reply
          • Agree with VPNREVIEWER here. And datacenters don’t need any such information. Session timings are kept for the same reason for which exceeding session limit policy is in place, to keep away the hackers attacks and any similar activity. IPs are shared by no means but shared IPs only mean dynamic IPs which gets assigned automatically upon connection. This is not related to security of a user, all VPN application function the same way and so does PureVPN. Thank you!

            Reply
      • Your statement is not completely correct, yes purevpn keep connection and disconnection logs BUT they also include a whole lot more than just time stamps they include user’s ip address among other identifiable data. By the way your logs policy is not clear, yes it states what you said but it is not clear on the actual data that is collected as part of your connection logs.

        Reply
    • I agree – total scammers. They are ignoring my cancellation requests. If they have logs they then can clearly see I’ve not used the service since the beginning of July. They simply will not action cancellation requests.

      Reply
  37. I’ve been trying to cancel my ‘contract free’ service for 2 months. I requested a cancellation, got no reply and assumed it was done. The next billing period I got billed again. I contacted them complaining first by live chat, then was advised to use email and got no reply, finally by raising a support ticket. The answered the support ticket telling me how to cancel, ignoring the issue that I had requested to cancel and been ignored. I requested to cancel again and now they are telling me to reconsider and let them have a time to call me. They are wasting so much of my time and I rue the day I ever signed up with this unscrupulous mob.

    Reply
  38. Buyer Beware: PureVpn
    1) False Advertising – You cannot watch Hulu content in Canada(as advertised) without an American based Credit card.
    2)It slows down your service which was not mentioned openly.
    3) It bypasses protocols you have set up to protect your family and allows pornography to be accessed.
    4) It often drops connection and when it does connect the videos have a metallic digital robotic sound.
    5) Refund policy is extremely strict and limited. No such thing as ‘the customer is always right’.

    Reply
  39. DO NOT USE: 7 Day Money Back Guarantee – what a load of rubbish, only if you don’t use their service.
    I signed up for a 2 year deal wit the understanding of a 7 day money back but U kept getting disconnected and it would then not reconnect either. I tried various protocols as they recommended bit still no joy.
    I asked for my money back after 24 hours and said i had used more than 500MB of bandwidth and more than 30 sessions.

    Reply
  40. Deutsch:
    Ich habe mehr als 10 VPN-Providers getestet dann bin ich durch zufall auf das Angebot gekommen, was günstig war. also es kann ja nicht schlimmer laufen…
    nach ein paar tage, bekomme ich eine Email wo verlangt wird dass ich meine KreditKarte bzw einen Offiziellen Dokument (nicht web basiert!) in einem Samstag schicke! dafür habe ich 24 stunden zeit!
    Natürlich habe ich das nicht gemacht weil es für mich nach scam-versuch aussah bis mein Kto einfach deaktiviert wurde.
    Ich würde jeden davon ABRATEN PureVPN zu benutzen wenn seiner Privatsphaere ihm wichtig ist.
    Lieber ein paar euros mehr und was gescheites haben, als sein Geld vom Fenster rausschmeissen.
    Danke PureVPN! 🙂
    ————————————————————————————————————–
    English:
    After reading the comments here and after testing more than 10 Providers, PUREVPN is the big disappointment! if you want to remain anonymous.
    they ask me for an official document (in a saturday) and after 24 hours! they disable my account!
    so you have to obey! else no refund are possible and these after 18 days of my 2 years subscription!
    So be careful everyone!
    Thank you PureVPN for the ‘best’ service ever 🙂
    ————————————————————————————————————–
    Francais:
    Apres avoir tester plusieurs providers VPN, j’ai decide de prendre un mois d abonnement pour tester PUREVPN, helas j’etais surpris par la promotion, alors j’ai decider de prendre l’abonnement de deux ans! en me disant, ca ne va pas etre pire que les autres!
    helas, la surprise etait époustouflante!!
    Ils m’ont demander de leurs envoyer un document officiel dans un SAMEDI SOIR! sinon mon compte va etre desactivé.
    Je me suis dit biensur que j’avais affaire a un scam.
    Apres exactement 24 h mon compte est desactive.
    et cette fois ci ils demande de leur envoyer le document sinon j’aurais plus acces a mon compte! chose faite!
    pour les gens qui sachent la definition de sphere prive! et que ca leurs signifie BEAUCOUP!
    Je les DECONSEILLES de faire confiance a PureVPN! car c’etait le plus mauvais jusqu’a maintenant.
    Merci PUREVPN pour votre “Professionalisme” 🙂

    Reply
  41. Purevpn are big scammers. I paid my order through bitcoin, and when I wanted to use my money back guarantee they told me that it’s not possible because that I paid with a non refundable method.

    I offered them to pay to my skrill or to my Paypal account but they refused. Be aware of them.

    Reply
  42. Everybody be aware:
    their blog was hacked 3 days ago and was hosting an infected doc file to download a trojan. Their support operator denied everything, he even denied that blog.purevpn.com is theirs!
    The blog was put offline after over 12 hours since people discovered the infected file.
    Total irresponsible provider! and this is the 2nd time they got hacked.

    See https://www.reddit.com/r/VPN/comments/4e6ybk/purevpn_got_hacked_malicious_trojan_is_being/ and https://airvpn.org/topic/17384-purevpn-got-hacked-website-spreading-windows-malware/

    Reply
  43. PureVPN are an untrustworthy company. I signed up for the trial and they played the same tricks on me to get me to try different things to get the time on my trial to run out. I eventually managed to cancel before the trial ended as their service was horrendous but the then proceeded to charge me anyway. I have been trying to get a refund and confirmation of cancellation for 3 months now.

    I don’t recommend PUREVPN. They are untrustworthy and offer a substandard service.

    Reply
  44. Bad service! I used purevpn for the last 3 months and the speed is terrible, disconnects a lot and their support staff just copy & paste generic solutions.

    Reply
  45. I have 3 gmail accounts, which I have happily and seamlessly accessed with Eudora for years. Installed PureVPN, now Google has blocked all POP3 access to these accounts – with or without VPN turned on. Thanks, PureVPN for completely screwing up my system.

    Reply
  46. I’m informing to all the subscribers or potential subscribers to purevpn. Please note this company is a scam. I have been a loyal customers with them for 5 years and each year i subscribe to them. My most recent purchase was a 2 year package with them, however the connection is very slow and i can disconnected every 20 minutes. Once im disconnected, it would take atleast 2 hours to get on after trying atleast 13-14 ips they have given me. I spoke to tech rep but all they do is giving me the same IPs again and again. I ask for a refund given that they are at fault because it is definetly not my problem. Now they wont refund my purchase.

    THIS IS HOW THEY TREAT ME EVEN IM A CONSIDERED A LOYAL AND LONG TIME CUSTOMERS. SO DONT SIGN UP WITH PUREVPN. IF YOU DO YOU WILL REGRET LIKE ME AFTER SIGNING LONG DEALS WITH THEM.

    Reply
  47. PureVPN is a total scam. Very deceiving customer service and stealing your money. My payment in cryptocurrency was lost in their account – they said they never got it. They are thieves.

    Reply
  48. Be very *VERY* careful; don’t let the advertising of a seemingly great deal fool you into buying service from these crooks. Yes, they may have over 500 servers, but as for reliability?–It’ll leave you wishing they only had 50 servers that were actually stable. Its a constant battle staying connected to this VPN, daily problem day in day out. Tech support is of absolutely 0 help.
    It makes 0 difference (contrary to what the online “support agent” will spew out), on which protocol you decide to use. It makes no meaningful difference switching from UDP to TCP, the one and only GUARANTEE you should expect from this provider, is downtime–frequent disconnects, not an exaggeration even in the slightest. There are times when regardless of which country you choose a server from, can’t stay online for even 5 minutes to go visit the useless aforementioned tech support.
    Don’t be fooled by their “lifetime” scammy deals, much much better off spending the extra $5-10 and going with a much more reputable provider. I would not recommend this service to my worst enemy. Beware, stay away.

    Reply

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