My account is locked. How can I update my billing information or retry my payment?

If the payment information on file for your account fails when we process your payment, your account will be put on hold. Before you can use your account again, you will need to either update your billing information or retry the information already in the system.

You may make these changes when you log in with your username and password on our website here.

If you forgot your password, you can reset it here.

Regardless of your payment method, please allow 5-10 minutes for payment updates to process. Once we successfully receive your payment, your account will unlock and be ready for use.

Please note: If you continue to have issues updating your payment, please try clearing your browser's cache and cookies or try a different browser. 

If you are paying by credit card:

1. Select the Account tab on the left. main_en.png

2. From there, click the Edit link next to the Billing Info heading.

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3. Enter the requested information and then click Save.

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If you are paying by PayPal:

1. Select the Account tab on the left.

2. From there, click the Edit link next to the Billing Info heading.

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3. Enter the email address associated with the PayPal account. After entering the required information, click Continue to Billing.

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4. Click Check out with Paypal to continue and make the billing agreement.

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If you're having trouble with your PayPal billing agreement, please ensure the following:

  • Your PayPal account is Verified.
  • You have both a source of payment and a backup source of payment.
  • Your account is set-up to remit payment in U.S. Dollars.
  • In the event that your account meets all of these requirements but you are still unable to remit payment, transfer the cost of the VyprVPN plan into your PayPal account and then make a new billing agreement per the above process.

Because banking laws vary from country to country and different banks verify purchases in different ways, you may need to contact PayPal or your bank to determine if there are any issues blocking your payment to us in the event you have tried to remit payment and it continues to fail.

If you are paying by UnionPay:

1. Select the Account tab on the left.

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2. From there, click the Pay Invoice near the top of the page.

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3. Next, make sure to select UnionPay as the payment option if you wish to continue paying via UnionPay.

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4. Click on Continue To Billing, where you will be brought to the UnionPay portal where you will have 30 minutes to complete your payment.

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If you need any further assistance, please contact support.

 

Last reviewed/updated October 2019


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