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Support

Write to us and a person answers.

Email is the support channel for SecureGuard. Most questions below are answered without waiting for a reply — the common ones are on this page.

General support
support@secureguardvpn.com
Privacy & data requests
privacy@secureguardvpn.com
Publisher
Zino Grupp OU
M. Härma tn 5-37
13615 Tallinn, Estonia
To get a useful first reply faster, include: your iPhone model and iOS version (Settings → General → About), the app version, and — for connection problems — which location you were on and what kind of network. Never send card numbers; we can't see them and never need them.

Connecting

iOS is asking me to add a VPN configuration. Is that normal?

Yes — it's the only route iOS gives an app for handling traffic, and every VPN app triggers this prompt. It comes from iOS itself, not from us. Accept it to connect.

The connection won't establish, or keeps dropping.

Try a different location first — Optimal Location usually recovers fastest. If it persists, force-close the app, reopen it, and reconnect. Still stuck? Email us with your location and the kind of network (Wi-Fi, cellular, public hotspot).

My internet feels slower with the VPN on.

Some slowdown is normal — traffic is encrypted and travels further to reach the server. Picking a closer location usually helps the most.

Security Center

What does each check actually look at?

Battery Health reads battery condition data iOS exposes to apps. Ad Blocker filters known ad sources with a local ruleset. Device Security checks basic settings like whether a passcode is set and whether iOS is up to date. Wi-Fi Security checks the network you're on for basic risk indicators. All four run on your device.

A check shows something other than "Protected". What do I do?

Tap into the check for the specific recommendation — usually a plain iOS setting to change (like enabling a passcode, or updating iOS). The app doesn't make the change for you; it points you to where to make it.

Subscription & billing

How do I cancel my subscription?

On your iPhone: open Settings, tap your name at the top, tap Subscriptions, select VaultNet VPN (that's how SecureGuard is listed there), then Cancel Subscription. Do this at least 24 hours before the current period ends, or the next period will be charged.

I deleted the app. Am I still being charged?

Yes, if you haven't cancelled. The subscription lives in your Apple Account, not in the app itself, so removing the app doesn't stop renewals. Cancel it in Settings → your name → Subscriptions, as above.

Can I get a refund?

Refunds for App Store purchases are decided by Apple, not by us — we never receive your payment directly and can't reverse a charge ourselves. Request one at reportaproblem.apple.com, signed in with the Apple Account that made the purchase.

I paid, but full access is still locked.

Open the subscription screen in the app and look for a Restore Purchases option, which re-checks your purchase with Apple. The most common cause is being signed into a different Apple Account than the one that paid.

Data & privacy

Does SecureGuard log what I do online?

No. As declared on the App Store, the developer does not collect any data from this app — browsing history, DNS queries and traffic contents are not logged. Full detail is in the Privacy Policy.

How do I ask a question about my data?

Write to privacy@secureguardvpn.com from the address you'd like us to act on.

Technical issues

The app crashed or froze.

Force-close the app and reopen it. If it keeps happening, email us with your iPhone model, iOS version, and the app version.

Which iOS version do I need?

SecureGuard requires iOS 17 or later, on iPhone.

None of this answered my question.

Email support@secureguardvpn.com and describe what happened — a real person reads every message.