In this article, you'll find the most frequently asked questions and answers to them.
Why does my subscription show up as expired?
This can happen due to the app not recognizing the payment made. In most cases, this can be solved by logging out and logging back into your account. If that does not solve the issue, check out our article on this issue.
Why did my subscription's length not update after purchasing additional months?
If your payment has reached us successfully, it can take time for the app to update your account information. The solution is to log out and log back into your account for the information to refresh.
Where does Surfshark have servers?
Surfshark currently has over 3200 servers in 100 countries. We are constantly trying to increase the amount of servers available. To view the full server list, check out the following article.
What is the difference between virtual servers and normal servers?
Virtual servers are simply servers that are physically in a different location than the location they represent. For example, the Surfshark server can be US Detroit and it will give you an IP address based in that location; however, the server can be in another country entirely. You can read more information in the following article.
How to cancel my subscription?
Although canceling your subscription would leave you without the ease of mind of constantly having VPN protection, you'll have to follow one of the steps below, depending on the way you have purchased your subscription:
Contacting our support team via live chat.
If you bought a subscription via Google Play Store, check this article for more details on canceling the subscription.
If you made your purchase via the Apple app store, check out this guide on how to cancel the subscription via the App Store.
What speed can I expect with Surfshark?
Surfshark does not apply any speed, data, or bandwidth limitations, although VPN encryption can cause up to 20-30% decrease in speeds. You can read more about it in this article.
How can I change my email address?
In order to do so, please fill out our Request Form by following the steps in our article. Please be ready to present some of your payment details in order for us to prove your identity and proceed with the changes.
How can I reset my account's password?
Go to our password reset page, enter your email address (the one you use to log into your Surfshark account), and click the Get reset link button.
Once you have done so, a password reset email will reach your inbox. Make sure to also check the junk and spam folders, if you are unable to see it.