• If you are experiencing connection issues with the application on Windows, please follow the specific recommendations in the next response (number 2).
  

• If you are experiencing connection issues with the browser extension, please follow the specific recommendations in response number 3.
  

• If you are having issues with the Red Shield VPN app on another device (Android, iPhone/iPad, macOS, Apple TV, Android TV), please follow each of these steps step by step before contacting support:
  
  1. Reboot your device.
  Please don't skip this step - it might actually help!
  
  2. Select different locations on the main screen of the application, then reconnect.
  You need to select at least 5-7 locations in sequence and attempt to connect after each change.
  
  3. Select different protocols in the app settings, then reconnect.
  You must sequentially select each of the protocols, and after each switch, try to connect again.
  
  4. If you have another VPN turned on, turn it off, then restart the Red Shield VPN app and reconnect.

Please follow each of these steps step by step before contacting support:

1. Ensure that no antivirus and firewall applications are running except the built-in Windows defender.
   The Red Shield VPN application cannot operate simultaneously with most other VPN services, even if those applications are turned off.
   After uninstalling such applications, you must reinstall the Red Shield VPN application, restart your computer, and try connecting again.
   
   Please do not contact support until you have completed this step - we will provide the same response.
   

2. If you have another VPN or censorship bypass tool enabled (including GoodbyeDPI), turn it off and close it completely.
   Then close (including in the tray - menu in the lower right corner) Red Shield VPN, open it again and reconnect.
   We recommend uninstalling other VPN applications, then restarting your computer.
   

3. Try restarting your PC.
   

4. Try reinstalling the application.
   

5. Try selecting different protocols in the application settings, then reconnecting.
   You need to select each protocol in sequence and attempt to connect after each change.
   

6. Try selecting different locations on the application's main screen, then reconnecting.
   You need to select at least 5-7 locations in sequence and attempt to connect after each change.

Please follow each of these steps step by step before contacting support:

1. If any VPN application is enabled, turn it off and then restart your browser.
   

2. Restart your browser.
   

3. Reinstall the extension.

In some cases, additional steps may be required to connect to a VPN.
This may be relevant if you use a VPN in countries where the authorities block VPNs, and also with technical restrictions on some ISPs in any country.

Please try each of these steps:

1. Select different locations on the main screen of the application, then reconnect.

2. Select different protocols in the app settings, then reconnect. You must sequentially select each of the protocols, and after each switch, try to connect again.

3. If you have another VPN turned on, turn it off, then restart the Red Shield VPN app and reconnect.

4. Make sure that there are no anti-virus applications and Firewall on the computer.
Simultaneous work of such applications with VPN is impossible.

5. Try reinstalling the app.

6. Try restarting your computer.

Unfortunately, we cannot offer a trial period, but you may request a refund within 14 days of payment if you are unable to connect to the VPN using Red Shield VPN apps and we are unable to assist you.

To start using Red Shield VPN, you need to pay for a subscription. You can do this in the "Subscription" section of the apps or in the Personal Area.
You can see all available payment methods during the payment process.

Red Shield VPN is a paid service. Unlike free services, most of which analyze your traffic and sell information about it to third parties, the Red Shield VPN business model is based on direct payment: we pay for the necessary resources from the funds received from the subscription.

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. In the Red Shield VPN application settings, enable the "Disable power saving" option.

2. In Android settings, under power management, disable automatic power management for the Red Shield VPN app and enable all permissions, including the ability to run in the background.

3. Set up Kill Switch. Please use this option carefully.

In the Android settings, in the VPN connections section, 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.

This feature is supported by the Android application and is called "Split Tunneling".
In apps for iOS and macOS, this feature cannot be implemented due to limitations of the operating system.

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.

You can connect up to 10 devices to one subscription. Each WireGuard manual configuration is considered a device.

Install the Red Shield VPN app on your device and log in with your username and password to use the subscription on another 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 using the WireGuard or OpenVPN protocols on any device that supports these protocols. All the necessary connection data can be obtained at myrsv.org.

However, if you are located in Russia or another country where the government restricts VPN access, we do not recommend configuring the connection manually, because blocking bypasses are supported in our apps, but are not supported by OpenVPN and WireGuard apps or routers.

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 allowed the drain, 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).