Question 1

What is VPNHero?

Accepted Answer

VPNHero is a VPN service for private, encrypted internet access from locations around the world. Its infrastructure monitors a global server network and selects the best server for every connection, which the app verifies before it reports you as protected.

Question 2

Is VPNHero free?

Accepted Answer

Yes. VPNHero is free to download and use. We may add optional paid features later; anything free today stays clearly described in the app.

Question 3

Do I need an account?

Accepted Answer

No. There is no sign-up, email or password. Install the app, accept the terms once, and connect.

Question 4

How do I connect?

Accepted Answer

Open the app and choose a location. VPNHero selects a server and establishes the encrypted connection; when the screen says “Protected”, you are connected.

Question 5

What happens when I choose a location?

Accepted Answer

VPNHero tries several of the most reliable servers at that location at once, connects to the one that answers fastest for you and switches automatically if one does not respond. Once the encrypted tunnel is up, it confirms that your traffic really goes through it.

Question 6

How do I disconnect?

Accepted Answer

Tap “Disconnect” on the connected screen. The app returns to the list of locations.

Question 7

Can I switch locations while connected?

Accepted Answer

Disconnect first, then choose another location. Keeping one active connection keeps the connection status unambiguous.

Question 8

Why does the app ask me to confirm I’m 18 or older?

Accepted Answer

VPNHero is meant for adults. On first start you confirm that you are 18 or older and accept the terms and privacy policy.

Question 9

How often is VPNHero updated?

Accepted Answer

Often: we ship improvements frequently. Very occasionally the service may be interrupted while we roll something out.

Question 10

Which locations are available?

Accepted Answer

The app lists every location with servers available right now, together with the number of servers. Availability is updated continuously.

Question 11

What do the numbers next to a location mean?

Accepted Answer

They show how many servers are available there at the moment. More servers means more capacity and faster switching.

Question 12

What are favorites?

Accepted Answer

Tap the star next to a location. Favorites always stay at the top of the list, and the app remembers them.

Question 13

How do I find a location quickly?

Accepted Answer

Use the search field above the list and type part of the country’s name.

Question 14

What does the VPN permission prompt mean?

Accepted Answer

The first time you connect, your phone asks whether VPNHero may set up a VPN. Allow it; without it no VPN app can connect.

Question 15

Where do I see my IP address?

Accepted Answer

Before you connect, the panel at the bottom shows your current public IP. Once connected, the screen shows your new IP.

Question 16

Can I check that it worked?

Accepted Answer

Yes. VPNHero verifies every connection itself and shows your new IP address. On the connected screen, “Verify it independently” opens an independent IP check in your browser.

Question 17

Which languages does the app support?

Accepted Answer

English and German today; more will follow.

Question 18

Where can I see the app version?

Accepted Answer

In the small label in the corner of the connection panel. Please include it when you contact us.

Question 19

How do I contact you?

Accepted Answer

In the app, open the menu and choose Support: write your message and add your e-mail if you’d like an answer. You get a request number. Or email info@vpnhero.com.

Question 20

Who makes VPNHero?

Accepted Answer

VPNHero is made by Def24 Inc.

Question 21

How does VPNHero choose a server?

Accepted Answer

VPNHero’s infrastructure monitors the server network around the clock and tracks how reliably each server can be reached. For the location you chose, the app starts with the most reliable servers, spread so that not everyone lands on the same one, and connects to the one that answers fastest for you.

Question 22

Why does it sometimes try several servers?

Accepted Answer

Server availability changes during the day. If a server does not respond, VPNHero switches to the next one within seconds, so you never have to retry by hand.

Question 23

What does “Verifying” mean?

Accepted Answer

After the tunnel is up, VPNHero checks that your traffic really leaves through the server and that names resolve. If the check fails, it moves on to another server.

Question 24

How long does connecting take?

Accepted Answer

Usually a few seconds. When servers at a location are busy, it can take longer; the panel shows the progress.

Question 25

A location “ran out of servers”. What now?

Accepted Answer

No server at that location could be reached right now. Try again later or choose a nearby location.

Question 26

Can I cancel while it’s connecting?

Accepted Answer

Yes. Tap “Cancel” in the panel.

Question 27

What happens if the connection drops?

Accepted Answer

VPNHero tells you that the connection was lost and returns to the list. Choose the location again to reconnect.

Question 28

Why is my connection slow?

Accepted Answer

Speed depends on the distance to the server, its current load and your own connection. Try a closer location with “Nearest first” sorting, or check your statistics for locations that were fast for you.

Question 29

What is “Nearest first”?

Accepted Answer

A sort order that puts the locations closest to you on top, measured from your approximate location to where the servers are.

Question 30

How does the app know my location?

Accepted Answer

Our infrastructure estimates a rough location (city level) from your internet address when the app loads the list of locations. No GPS, and the location is not stored.

Question 31

What do uptime and latency mean?

Accepted Answer

Uptime is how reliably a location’s servers have been reachable; latency is how fast the best server answered our checks. You can sort by both.

Question 32

What is grouping?

Accepted Answer

You can group the list by continent, protocol or quality, or keep it flat.

Question 33

What do UDP and TCP mean?

Accepted Answer

They are two ways a server carries the VPN connection. The app picks for you; the numbers just show the mix.

Question 34

Does the server’s location match the country?

Accepted Answer

Yes. Each server is listed under its country; the connected screen also shows its city and region.

Question 35

Why does a website show a different location for my new IP?

Accepted Answer

Some websites use location databases that lag behind. The new IP shown on the connected screen is the one the internet sees right now.

Question 36

Can I connect to a specific server?

Accepted Answer

For VPNHero locations the app selects the server for you. If you have your own VPN server, add its .ovpn file under “My VPNs”.

Question 37

Does VPNHero work on mobile data and Wi-Fi?

Accepted Answer

Yes, on both. If your network changes while connected, the VPN usually reconnects on its own.

Question 38

Does the app connect automatically?

Accepted Answer

Not today. You choose when to connect.

Question 39

Why can’t I connect at all?

Accepted Answer

Check your internet connection, allow the VPN permission, and try a different location. If an update is required, install it first. Still stuck? Email info@vpnhero.com with your app version.

Question 40

Will VPNHero unblock every website or service?

Accepted Answer

Not every one. Some services block VPN connections in general. Try another location.

Question 41

Does VPNHero keep logs?

Accepted Answer

Our servers keep technical logs, including IP addresses, for about 3 months to handle abuse, then delete them. We do not record which websites you visit.

Question 42

Is my traffic encrypted?

Accepted Answer

Traffic between your device and the VPN server is encrypted. After that server, it travels on the internet as usual, so use HTTPS websites.

Question 43

Can the VPN server see my traffic?

Accepted Answer

Like any VPN server, the server you connect to can see connection details and any traffic that is not itself encrypted (such as plain HTTP). Use HTTPS for anything sensitive.

Question 44

Does VPNHero make me anonymous?

Accepted Answer

No VPN makes you fully anonymous. VPNHero hides your IP address from the websites you visit; it is not an anonymity tool.

Question 45

What data does the app send to you?

Accepted Answer

Your app version and platform, for update checks. After you accept the terms, anonymous usage and performance statistics, such as whether connections worked, how long connecting took, why a server failed and, from version 0.1.7, the quality range of each server tried. Crash reports if something goes wrong. A device identifier, used to limit abuse and how often a device may send and, as a one-way code, to count active devices. See the Privacy Policy for details.

Question 46

What is the device identifier for?

Accepted Answer

It keeps the free service fair: it lets us limit abuse and how often a device may send statistics, without accounts, and, turned into a one-way code, count how many devices use VPNHero. It is not used for ads or tracking.

Question 47

Do you sell my data?

Accepted Answer

No.

Question 48

Are there ads?

Accepted Answer

No.

Question 49

Do you use cookies or analytics on the website?

Accepted Answer

No cookies and no analytics at present.

Question 50

What stays only on my device?

Accepted Answer

Your favorites and settings, your statistics, and your own VPN files and their user names. Passwords are never stored.

Question 51

Which DNS servers are used while connected?

Accepted Answer

Cloudflare (1.1.1.1) and Google (8.8.8.8), so names resolve reliably even when a server’s own DNS is broken.

Question 52

Does VPNHero protect me on public Wi-Fi?

Accepted Answer

Yes: it encrypts the path from your device to the VPN server, so others on the same Wi-Fi cannot read it.

Question 53

Do you see my passwords for my own VPN files?

Accepted Answer

No. The password you type goes straight to the VPN connection and is never saved or sent to us.

Question 54

How does VPNHero handle crashes?

Accepted Answer

If the app hits an unexpected error, it sends a report to our own error tracking, so we can fix it: the error, the app and system version, the device model and its state, and the app’s last log lines (without IP addresses from version 0.1.6). See the Privacy Policy.

Question 55

Is VPNHero available for children?

Accepted Answer

No, VPNHero is for adults (18+).

Question 56

How do I delete my data?

Accepted Answer

Uninstall the app to remove everything stored on your device. For server-side data, email info@vpnhero.com.

Question 57

How long do you keep data?

Accepted Answer

Server logs about 3 months, support requests 12 months, usage statistics (totals only) about 1 month, active-device codes 30 days after a device was last seen, and the session data that hands out servers about 30 minutes. Of crash reports we keep the newest 10,000.

Question 58

Do you respond to law enforcement?

Accepted Answer

We answer valid legal requests for the little data we hold (logs for about 3 months, no traffic content). See the Abuse Policy.

Question 59

What if someone misuses VPNHero?

Accepted Answer

Report it to info@vpnhero.com with the subject [Abuse]. We can restrict abusive installations. See the Abuse Policy.

Question 60

Where is the full privacy policy?

Accepted Answer

At vpnhero.com/privacy. The app links to it on first start.

Question 61

What is “My VPNs”?

Accepted Answer

A place for your own VPN connections: import the .ovpn files you got from your VPN provider, your router or your company, and connect them in VPNHero.

Question 62

How do I switch between VPNHero locations and my VPNs?

Accepted Answer

Use the switch above the list: “Countries” or “My VPNs”.

Question 63

How do I import a VPN file?

Accepted Answer

Open “My VPNs” and tap “Import”. Choose a file or paste the text from the clipboard. You can also open an .ovpn file with VPNHero from another app.

Question 64

Which files are supported?

Accepted Answer

OpenVPN client configurations: .ovpn files (also .conf or .txt with OpenVPN content). The certificates must be inside the file.

Questions and answers

Getting started

Connecting & servers

Privacy & security

My VPNs

App features

Platforms & downloads