> Frequently asked questions

Frequently asked questions

This is our public FAQ. More detailed information can be found by logging in and visiting our docs section.


Where can I use the VPN?

You can use our VPN service from anywhere in the world. If you have trouble connecting, please contact us.

How much can I download?

All our plans allow unlimited downloading for personal use. Don't worry about downloading some large files or streaming video 24/7.

See our acceptable use policy for more details.

Where are your servers?

Please see our about our service page for a list of locations. Is the location you need missing? Let us know and we'll try to add it.

Which platforms or devices do you support?

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

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.

Which VPN protocols do you support?

We support WEB, OpenVPN, our Chrome extension, our Firefox add-on, Firefox Auto-Proxy, WireGuard, vLess/v2Ray/xRay/gRPC/XTLS, OpenConnect, SSTP, IKEv2, IPSec, SoftEther, and PPTP.

Note: PPTP service will be discontinued on January 1st, 2025.

Do you offer DNS-leak protection?

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

Do you have a kill-switch?

When our VPNGUI app is used in OpenVPN mode, you can optionally enable a kill-switch. The kill-switch ensures no traffic leaks to your ISP in the event of a VPN failure.

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.

Why should I use a VPN?

Different people use VPN's for different reasons. The most common uses are:

  • Securing your connection when using public Wi-Fi or other untrusted networks.
  • Enjoying the Internet in your own language when traveling abroad.

Do you have a NAT firewall?

Yes. Whenever you connect to our VPN 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. 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. Alternatively you can simply stop payments to us. The service will terminate automatically.

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 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.

Does the service work world-wide?

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