What is the difference between CactusVPN website account and the VPN services account, which username and password do I use?

An account is the combination of a username and password.

For easy use of your services you need two types of accounts:

  1. CactusVPN website account:
    When you register on our web site you get your CactusVPN website account. It includes your email address as username and a password. You’ll use it to access your account on the cactusvpn.com web site and to sign in to the CactusVPN app for Windows v6 and up and to the CactusVPN app for Android v3 and up.

    You can manage your CactusVPN website account on the Settings page.

  2. VPN services account:
    Being a CactusVPN customer you can have multiple services, depending on your needs. When you order a service, a separate username and password are generated (you can find them in your account on our website). This is your VPN services account, which corresponds only to the purchased service. You’ll use it to sign in to the VPN part of the CactusVPN Apps (except CactusVPN app for Windows v6 and up and CactusVPN app for Android v3 and up) or when connecting to our VPN servers via manually created connection. You can manage your VPN services accounts in the Services page, choosing the respective service.

Let's resume: You have one CactusVPN website account, and a number of VPN and/or Smart DNS accounts that correspond to your VPN / Smart DNS services. All your VPN / Smart DNS accounts are attached to the CactusVPN website account.

I forgot the login credentials for my account on CactusVPN website

Go to Reset your password page, enter your email address, confirm that you are not a robot and press “Submit”. You will receive an email to confirm that you want to reset your password. Click on the “Reset your password” button from the email. You will be sent to a webpage where you can change your password.

How can I change the email address associated with my CactusVPN website account?

To change your CactusVPN account email address, sign in to your account on our website and go to "Settings".

How to change my VPN service username?

Your VPN username was automatically created by our system. And usually it looks like a random bunch of letters and numbers. We give you the possibility to change it to a more “human” one to make it easier to remember. For that, go to your account -> "Services" and choose the service you wish to alter.

In the “VPN Login Details” box you will find a field entitled “Enter New Username”. Just enter your desired username and press “Change username” button next to it.

Find out more about differences between CactusVPN website account and the VPN services account.

How to change my VPN service password?

Your VPN password was automatically created by our system. And usually it looks like a random bunch of letters and numbers. We give you the possibility to change it to a more “human” one to make it easier to remember. For that, go to your account -> "Services" and choose the service where you want to change your password.

In the "VPN Login Details" box you will find the "Change Password" link. After you click it, two text fields will appear. You should populate these fields with the new password. Enter the same password in both fields. After that click the "Change password" button.

Important: Password should be from 4 to 24 characters long and can contain just letters and numbers.

Find out more about differences between CactusVPN websites account and the VPN services account.

How to upgrade/downgrade my service?

To upgrade/downgrade a service, sign in to your account and go to the "Services". There choose the service you want to upgrade or downgrade. You will find “Upgrade” (or “Downgrade”) button on the right of the service name – click on it. Select the new service and billing cycle you want to have and click on “Upgrade to this service” (or “Downgrade to this service”) button. There choose the Payment Method and click “Continue”.

Upgrade price is calculated from a credit of the unused portion of the current plan and billing of the new plan for the same period. For downgrade operations we do not offer money back for unused days. As soon as you pay the difference your new service will be active.

Note: in case your next invoice is already created you won’t be able to upgrade to a new service. In this case you better cancel the existing service and make a new order for the desired one. Or you can open a ticket and ask us to upgrade it manually.

More detailed tutorial.

How to change my billing cycle?

To change your service's billing cycle, sign in to your account and go to "Services". Chose the service you want to change. Next to the service name you will find a button "Change billing cycle" - click on it. A drop down menu will appear where you can choose the desired billing cycle. After that click on the "Update" button. If the invoice for your next billing cycle was already created then you can pay the modified invoice right away. If not, then your next invoice will be for the new billing cycle.

More detailed tutorial.

How long will it take to activate services after I pay?

In our experience we can say that if you pay with PayPal and Credit/Debit cards, the account will be activated in several minutes. If you use other payment methods, it can take up to 48h till they verify your transaction and transfer the money.

If I purchase a premium VPN account will that improve the speeds?

On our Free VPN Trial we offer full access to our services. The only limit for is the time you can use it – just 24 hours. So the speed will be the same as you use same servers. To increase your speed, you can try and improve your connection to your ISP and experiment with different protocols (SSTP, SoftEther, PPTP, L2TP/IPSec, OpenVPN). PPTP should be the fastest one.

I have an unpaid invoice but I don't want to pay it.

Unless you cancel a service the system will create a new invoice each billing cycle. But it’s not mandatory. If you don’t want to use our services anymore you just have to cancel your service.

Can I set up a credit/debit card subscription?

A credit card subscription is created automatically once you have paid your first invoice with a credit card. To cancel the subscription just cancel the service.

How to change the default Credit/Debit card?

You have two options to change your default credit card:

  1. Go to "Settings" from your account on our website and click on the "Credit Card Details" tab. You can add there your new card.
  2. You can select the option "Enter New Card Information Below" from your invoice (if you already have one). After that add your new card and click "Submit".
How to cancel my credit/debit card subscription?

If you will delete your saved credit/debit card details the automatic payments won't be applied and you will have to pay your invoices manually.

To delete your default credit/debit card please sign in to your account and go to "Settings". There click on "Credit Card Details" tab and click on "Delete saved card details" button.

If you want to stop using our service, all you have to do is to cancel the service before the payment is done. If you cancel the service your credit/debit card will not be charged.

How to cancel my PayPal subscription?

To cancel PayPal subscription, please follow the PayPal official tutorial.

How to delete/cancel my account?

Sign in to your account, go to "Services" click on the service which you want to cancel then click "Request Cancellation", select "Cancellation Type", describe your reason for cancellation and press "Cancel".

Where can I find my VPN username and password and Smart DNS key?

Sign in to your account on our website, go to "Services", click on your service, there you will see your "VPN Login Details" box.

To find your Smart DNS key sign in to your account on our website, go to "Services", click on your service, then click on "Smart DNS" tab and find the “Smart DNS Key” box.

How does the bundle discount work?

The bundle discount applies on the second subscription you purchase, for as long as your first subscription remains active. For example, if you currently have a VPN or Smart DNS service, you will be able to purchase the second one with a discount that will be applied each billing cycle when renewing your second service. If you cancel the first one, you will need to pay full price for the one that is left when renewing it the following billing cycle.

The bundle discount is only available for new subscriptions and will not be applied just for renewing your current subscription to our services, and you will only be eligible for the discount if the second subscription you purchase has the same price or lower.

You will only receive this discount on subscriptions with the same billing cycle or if the billing cycle for the second one is shorter than the one from the first subscription. For example, you are not eligible for the bundle discount on a yearly subscription if your initial subscription is billed monthly, but if your initial subscription is billed yearly, you can receive the bundle discount on the second one, even if it is billed monthly.

Services purchased with the bundle discounts cannot be transferred to other accounts. If you want the second subscription to be added on a different account, you can take advantage of our "Bring a Friend" promotion and both you and your friend will have a free month of CactusVPN services.

The bundle discount is not applied automatically. Please contact us if you would like to purchase several subscriptions at once and we will issue an invoice with the applied discount.

Your second subscription will be billed every billing cycle at the same price, as long as you also have the first subscription active.

The bundle discount is not available on the 3rd, 5th, 7th, etc subscription. It is only available on your second subscription and on your 4th, 6th, 8th etc.

If you want to purchase more than 10 subscriptions, we offer great discounts, depending on the total number of subscriptions you want to purchase. It would be best to contact us before making the purchase so we can further discuss details.

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