ProtonVPN is a virtual private network (VPN) that secures your Internet connection against monitoring and eavesdropping. By encrypting all your Internet traffic and routing it through a secure server, a VPN prevents your Internet service provider (ISP), school, or government from seeing which websites you visit and tracing your online activity back to your IP address. A VPN can also offer valuable peace of mind when you’re using an unsecured public Wi-Fi network like the one at the airport or your local coffee shop.
As part of an experiment, Firefox is offering a small group of users the opportunity to purchase a monthly ProtonVPN subscription.
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Questions about installing or using ProtonVPN
ProtonVPN support can answer any questions you may have about installing or using ProtonVPN.
Billing questions
How do I cancel my subscription to ProtonVPN?
We’re sorry to see you go, but we thank you for giving ProtonVPN a try. If you would like to cancel your subscription, just follow these steps:
- Search your inbox for one of your email receipts for your monthly bill.
- Click the Cancel subscription link near the bottom of this email to open a web page that lets you cancel your subscription.
- Enter your email address as confirmation. Be sure to use the email address associated with your subscription purchase.
Your cancellation will be processed within three days, at which time you will receive an email confirmation and your ProtonVPN service will be deactivated.
If your cancellation occurs within the first 30 days of service, you will be issued a full refund for your first month of service. If your cancellation occurs after 30 days of service, you will receive a prorated (partial) refund for any unused days in your current billing period. This refund should appear in your account within 3-5 days of receiving your cancellation confirmation email.
If you’ve tried these steps and are still having trouble, please contact our support team by emailing us at premium-vpn-support@mozilla.com. We’ll be glad to help.
How do I update my billing information?
If you would like to change your payment method or update a credit card that is about to expire, just follow these steps:
- Search your inbox for one of your email receipts for your monthly bill.
- Click the Update billing link near the bottom of this email to open a web page that lets you update your billing information.
- On the right side of this web page you’ll see a box labeled “Billing information.”
- Click the Edit link inside this box.
- A web form will appear that allows you to change your billing information. When you’re done, be sure to hit the button to save your changes.
Your changes to your billing information will take effect the next time you are charged for your subscription.
If you’ve tried these steps and are still having trouble, please contact our support team by emailing us at premium-vpn-support@mozilla.com. We’ll be glad to help.
How do I request a refund?
If you decide to cancel your ProtonVPN subscription within the first 30 days of service, you will be issued a full refund for your first month of service. If you cancel your subscription after 30 days of service, you will receive a prorated (partial) refund for any unused days in your current billing period. This refund should appear in your account within 3-5 days of receiving your cancellation confirmation email. No action is required in your part in order to receive this refund upon cancellation.
If you are unhappy with your service and wish to request a refund other than what is described above, please contact our support team by emailing us at premium-vpn-support@mozilla.com. We’re eager to hear your feedback and will be glad to help.
