FAQs de iTop

FAQs

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How to solve the slow Internet issue?

1. For Free users, sometimes the free servers may be overloaded as many users connect to the limited free servers simultaneously. You can upgrade to VIP and try more VIP servers and enjoy faster and more stable connection.
2. For VIP users, please open iTop VPN > All Servers > ** Fastest Servers > Connect and retry.
If the solution above does not help, please open iTop VPN > click the Options icon on the top right corner > click Feedback to submit your feedback so that we can further assist you.

How to solve the "unable to connect to iTop VPN", "unstable VPN connection", "no Internet after connecting to VPN" issue?

Some antivirus and firewall products block VPN connection. If you have them and iTop VPN installed on your PC, you may encounter these connection issues.
In this situation, please uninstall your antivirus and try iTop VPN again.
If the solution above does not help, please open iTop VPN > click the Options icon on the top right corner > click Feedback to submit your feedback so that we can further assist you.

Why some software are incompatible with iTop VPN?

When you open iTop VPN, you may be reminded with popup messages saying that "*** is/are detected on your computer, which may cause iTop VPN connection failure or no Internet connection."
The reason is that some antivirus programs or firewall apps will block the iTop VPN connection, which may cause VPN connection failure. What's worse, even your PC connects to the VPN successfully, there will be no Internet connection. In this situation, you may need to uninstall the third party programs to use iTop VPN normally.

I haven't received my purchased product / password / license / activation code yet, what should I do?

1. You don't need an activation or license code to activate iTop VPN VIP account.
2. If you already logged in your iTop VPN with the email address you placed the order, your iTop VPN will turn into VIP account automatically when your order is successfully processed.
3. If you haven't sign up an account with the email address you placed the order, please check your Spam or Junk Mail folder for an email sent from noreply@itopvpn.com which includes your VIP account email address and a temporary password. Then follow the guidance in https://www.itopvpn.com/how-to-activate to log in VIP account.
4. If you failed to find your password, you can reset your password by the following methods:
• Open https://www.itopvpn.com/reset-password, enter the email address used when you place the order, click the Submit button to reset your password.
• Or open iTop VPN, click the top right Options button > Log in > Click the "Forgot Password?" text link to reset your password.
If the solution above does not help, please open iTop VPN > click the Options icon on the top right corner > click Feedback to submit your feedback so that we can further assist you.

What should I do if I get invalid / incorrect email address / password when log in?

Please make sure to enter the correct email account and password to log in, if you keep getting the same message, you can reset your password by the following methods:
• Open https://www.itopvpn.com/reset-password, enter your email address, click the Submit button to reset your password.
• Or open iTop VPN, click the top right Options button > Log In > Click the "Forgot Password?" text link to reset your password.

Why I'm still using the free/limited version after purchased iTop VPN?

Please open iTop VPN > Click the top right Options icon > Log in > Enter your email address used when you place the order and password to log in. If you haven't sign up an account yet before the purchase, you will get a temporary password, please COPY & PASTE it to log in.
Please click here to view the detailed instructions on how to activate iTop VPN VIP.
If the solution above does not help, please open iTop VPN > click the Options icon on the top right corner > click Feedback to submit your feedback so that we can further assist you.

What is iTop VPN?

VPN (Virtual private network) is a network technology that provides a secure and encrypted connection over a public network such as Internet for its users. It can be used as a secured tunnel for network connection, where user's Internet traffic is routed with encryption. iTop VPN also creates an encrypted connection between your computer and one of our servers, so you may obtain an anonymous IP address located anywhere our servers are located. It allows you to stay private, secure, and access the online content you want.

What are the main features of iTop VPN?

• One-click (tap) Connection allows you to easily connect your device to the network of the servers covering most countries in the world.
• Smart Location can auto select the most stable server for you. You can also search for a specific country to connect.
• Network Protocols provide several protocols to fulfill your different needs on the Internet.
• Unlimited Bandwidth is also an invisible feature that allows you to enjoy your favorite contents without worrying about reaching the limits of bandwidth.

What are the system requirements of iTop VPN for Windows?

The basic system requirements are:
• Windows 10/8.1/8/7
• 300 MB of free disk space
• 1024*768 screen resolution and above.

Does iTop VPN account support multiple devices?

Yes. One iTop VPN account can be loggedin on up to 5 devices at the same time.

What is Kill Switch and how does it work?

Kill Switch is a special VPN feature that automatically terminates your Internet connection if the VPN connection accidentally drops, so that your online identity (IP address and location) aren't exposed. With the Kill Switch feature enabled, you can rest assured about your online privacy and security.
iTop VPN enables the Kill Switch by default. So there's no possibility that your IP address accidentally gets exposed, or the security and anonymity of your Internet connection would be compromised. You can enable or disable Kill Switch in Options.

What are Network Protocols and how to choose from the preset ones?

A network protocol is an established set of rules that determine how data is transmitted between different devices in the same network. iTop VPN provides several network protocols with different levels of the speed and security to meet different network usage needs. When you encounter any network issue, you can also try to switch to another protocol.

Which server is right for me?

It depends on what you want to do via VPN connection. If you want your traffic to appear as it's coming from a specific location then you should connect to a server in that location. If you want to access geo-restricted content from a specific country, make sure you connect to a server in that region. Generally, for the sake of privacy, it's better to choose a VPN server location that's physically closer to you.

How to uninstall iTop VPN?

Windows 10:
Open Start > Click Settings > Click Apps on the Settings menu > Select Programs & features or Apps & features from the left panel > Find iTop VPN and click Uninstall > Follow the on-screen prompts.
Windows 8.1 & 8:
Open Start > Click Control Panel > Select Programs & features > Find iTop VPN and click Uninstall > Click the Yes button when prompted to uninstall the program > Follow the on-screen instructions to remove the program from your computer.
Windows 7:
Click Start on your taskbar and select Control Panel > Under Programs, click on Uninstall a program > Select iTop VPN > Click Uninstall at the top of the program list > Follow the on-screen instructions to remove the program from your computer.

How can I verify whether my real IP is successfully hidden by iTop VPN or not?

Please search for "my IP address" in Google before and after connecting to iTop VPN. You will find a different IP address after connecting to iTop VPN. It is the virtual IP provided by iTop VPN.

But due to the browsing cache, you may see the same IP address showed in Google after connecting to a server in iTop VPN. In this case, you need to clear your browser cache and restart it to search again. Or please search in a different browser.