---
title: Frequently asked questions
description: 
---

This is our public FAQ. More detailed information can be found by logging in and visiting our [docs](/en/docs) section.

AUTOMATIC_TABLE_OF_CONTENTS

## Where can I use the Access Service?

You can use our Access Service from anywhere in the world. If you have trouble connecting, please [contact us](/en/contact-us).

## How much can I download?

Our plans allow unlimited downloading **for personal use** on the majority of our servers. Don't worry about downloading large files or streaming video 24/7. 

A small number of premium servers have a monthly download limit. See our [acceptable use policy](/en/aup) for more details.

## Where are your servers?

We have servers around the world. If you need a specific location, please contact us.

## Which platforms or devices do you support?

We support: Android, iOS (iPhone, iPad and iPod Touch), macOS, Windows, Linux and OpenWRT.

## Can I connect multiple devices at the same time?

Yes. As long as these are your personal devices that's no problem. We allow up to 6 devices per account. In some cases it may be necessary to connect each device to a different server to avoid conflicts.

## How often can I change servers?

You can switch as often as you like. Switching servers is free.

## Do you offer DNS-leak protection?

Yes. Whether DNS-leak protection is available depends on the protocol you choose.

## Do you have a kill-switch?

Yes. Contact us for usage details.

## Do use DNSSEC?

Most of our servers have DNSSEC enabled.

## When do I receive my login information?

After payment our system immediately sends you the **Login Details** e-mail. If you haven't received it within 30 minutes please check your spam folder or [contact us](/en/contact-us).

## Do you have a NAT firewall?

Yes. Whenever you connect to our Access Service you automatically benefit from our NAT firewalls. This is includedwith your plan for free.

## I need help!

Please contact us at support@twelvemail.com. We prefer e-mail because our e-mail system will automatically show all your details to the support engineer. This makes it easier to provide you a relevant answer as fast as possible.

## I want a refund.

We offer a 14-day money back guarantee subject to our [refund policy](/en/refund-policy). If you changed your mind within this period, please contact us at support@twelvemail.com and we'll arrange a refund promptly. No questions asked.

## How do I cancel my service?

We prefer if you drop us a note at support@twelvemail.com. You may also cancel the service yourself, by logging in to our website. Note: canceling individual invoices does not cancel your service.

## Do you allow Bittorrent?

No. We have no way to distinguish legal from illegal torrents, so unfortunately we cannot allow the use of bittorrent.

## Are you blocking port XYZ?

To minimize abuse of our service some ports may be blocked. Please [contact us](/en/contact-us) if you're running into a blocked port and need a server or service to be whitelisted.

## Do you allow bit btSync?

We would love to, but unfortunately we're unable to distinguish it from regular Bittorrent.

## How fast is it?

The speed you experience depends on many different factors. You may check our [City Explorer](/en/cities) to get a an idea of what our other customers are experiencing. 

## Does the service work world-wide?

Currently the service works in all countries, except Turkmenistan, Nigeria and Ghana.

## Who translates your website?

Our website is translated by GPT, whom you may know from the ChatGPT website. If you notice anything problematic, please let us know.