Service Improvement

Hello PUREVPNERS

We are excited to see you on our feedback forum! Acting on feedback given by our valued customers like you, we have launched our Plug-n-Play Dialer for Windows, Mac and an Android 2.0 VPN Application.

This was simply not possible without your feedback. In order to further make PureVPN feature rich, we will love your IDEAS on how to make it the best VPN service of the industry!

Shoot in your Awesome Ideas below!!

How can we improve PureVPN?

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  1. Number of password characters

    Please extend the maximum number of characters used for a password. I advise people to use a sentence.

    1 vote
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      2 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
    • Establish an American Branch so people can use their debit cards for you service.

      Many problems trying to just get an account because debit cards can't do international accounts, and a lot of us don't even begin to trust Paypal.

      1 vote
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        0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →

        Hi,

        Thank you for reaching out to us.

        It is to inform you that we have forwarded your Idea/feedback to the respective department and it is under review. Moreover, you can also contact your bank and allow international transaction on your card or you can use any other payment method as well.

        Regards,
        Norman
        PureVPN Customer Success

      • We apologize for the inconvenience. We've grown big and bettered our services because of the valuable feedback from our customers like you.

        Because there is no one who works in customer service but who speaks Spanish please put someone to work in customer service who speaks Spanish

        Porque no hay nadie que trabaje en atencion al cliente pero que hable español por favor pongan a trabajar a alguien en atencion al cliente que hable español

        3 votes
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          0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
        • Italian support

          'm a your customer and i noticed that your iosapp and also win software (i think all your products) have not italian into the languages list. i can help you to traslate everything you need from english to italian. let's cooperate!
          waiting for your answer.

          1 vote
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            0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
          • have a forum for watching sports so peeple can tell each other if u want to watch something go here

            have a forum for watching sports so peeple can tell each other if u want to watch something go here would save your customers a lot of running around and finding dead ends everywhere

            4 votes
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              0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
            • Can you add "paysafe" vouchers please for payment for SmartDNS?

              Can you add "paysafe" vouchers for payment?

              7 votes
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                0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
              • Smart dns

                I requested to add RTP PLAY channels on to smart dns after several months still not done...

                How long should this take?

                7 votes
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                  0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                • Changing from monthly package to 1 year package (free 1 year)

                  I wish to ask something. I have signed up for the $9.95 monthly package. If i wish to subscribe the 1 year (new promo + free 1 year) package, do i need to cancel the old package and sign up for the 1 year page as a new user, or i can simply upgrade to the 1 year package without having to cancel the monthly package? Pls assist

                  4 votes
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                    2 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →

                    Hi,

                    Yes you can upgrade your monthly account to annually to avail the offer.

                    Just make the payment from the same Client Area and send an e-mail to to our support with your old account (Monthly) and mentioning the situation.

                    They will extend your monthly account for 2 years and will also upgrade it on annual package.

                    You may contact me again, if there is any problem.

                  • None of your sofware works for Apple users

                    I have spent over an hour trying to get the App on my iphone to work and trying to get the software to work on my Mac - i was finally able to get it configured manually on my mac and am REALLY REALLY disappointed with your user experience - your chat support is great but I am not letting them into my mac to troubleshot and should they have to?

                    I would cancel now if you had a guarantee.

                    5 votes
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                      0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                    • Notify Users of planned/emergency server maintenance or service outage in-app or via e-mail

                      Add a way to notify users when there are interruptions to the service due to any reason. This would reduce the number of unnecessary support requests in general, and allow the users to plan around interruptions in the service.
                      Pop-up messages in the PC client and mobile apps along with an e-mail to paid subscribers would be ideal. Unless PureVPN are afraid that we will be scared off by the amount of times there is some level of service interruption?!! :-)

                      4 votes
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                        0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                      • 4 votes
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                          0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                        • Provide the opportunity to choose IPs, we do not want random IPs, we want dozens of IP that we can choose!

                          I apologize if there are wrong words, but i do not speak perfect english. I wanted to buy Pure VPN, but i am very disappointed, because it is useless because you have dozens or hundreds of IPs, but they are supplied at random. Absolutely useless !!! I will explain why. For example, if I do I login to a site in the UK today, with an ID and Pure VPN give me randomly offered Ip , and the next day I login to the same site with the same ID, but with a different IP, the second two, the administrator…

                          1 vote
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                            0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                          • 2 votes
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                              1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                            • Please remove banners from tutorial pages

                              I can't see the tutorials properly, because of the huge banners across the top and bottom of the page.

                              This is really stupid and unnecessary. I'm already a customer. Stop trying to sell this product to me.

                              And you don't need so much screen space to push the "testimonials".

                              Please, please stop making life difficult for your customers.

                              2 votes
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                                0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →

                                Hi,

                                Apology for the inconvenience. I am sorry but I am not able to see any banner around the tutorials Can you please share the link or screen shot with us so that we can check the issue.

                                Waiting for your reply!

                                Best Regards :)

                              • provide me with a method to contact you.

                                I am trying to get some questions answered - I was on chat but was disconnected - I tried customer service but no response (do I have to be a paying customer)

                                I JUST WANT SOME INFORMATION

                                1 vote
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                                  0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                                • Be Honest about services

                                  before signing up...i was assured that i could use my adsl modem router to connect....after i paid a year subscription the technie explained i could not use my adsl modem router but had to go out a purchase separate devices.....

                                  2 votes
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                                    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                                  • help some one like me to make it work

                                    paid for a year and not working

                                    1 vote
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                                      1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                                    • oman

                                      I am reseller of your vpn services but when i open my reseller panel showing Forbidden

                                      You don't have permission to access /partner/process.php on this server. this massege so please check inline chating also page stoped

                                      1 vote
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                                        0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
                                      • phone support for setup only!!

                                        Since setup is the most foreign to most users, have 1 or 2 designated resources to assist with ONLY that. Most of the rest of us don't need more than that.

                                        5 votes
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                                          0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →

                                          Thanks for sharing the idea! But that is very difficult to be done. There are hundreds of clients joining PureVPN daily and 2-3 dedicated resources wot help.

                                          However your valuable suggestion has been forwarded to the concern department.

                                          Thanks again! Keep sharing idea!

                                        • android install now crashes

                                          Old download worked before on my htcone. Unknown error code -24 during install melita global works fine Ivan a pc subscriber already vcamcricket@Gmail.com feedback thanks

                                          1 vote
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                                            0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
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