FAQ
SpiderVPN frequently asked questions
Quick answers about SpiderVPN plans, payment, routers, apps, and your account. Each answer links to the page where you can take the next step.
Plans and pricing
Which plan should I choose?
Software Only covers the SpiderVPN apps on your phones, tablets, and Fire TV. Choose a Lite or Pro router bundle when you want every device on your home network protected without installing an app on each one.
How does billing work?
Plans renew automatically on the term you pick at checkout: monthly, yearly, or every two years. Longer terms lower the effective monthly price, and you can change or cancel from the account area before the next renewal. Subscriptions bought in the App Store or the Amazon Appstore are managed and cancelled in that store, not in the account area.
Which payment methods and currencies are accepted?
Checkout accepts credit and debit cards, PayPal, and cryptocurrency, and you can pay in GBP, USD, or EUR. The total is shown in your selected currency before you confirm.
Is there a free trial?
When checkout shows the free-trial button on the Software Only plan, you can try SpiderVPN before you pay. Nothing is charged when the trial starts. When it ends, the plan and term you chose start and the first payment is taken automatically from the card or PayPal account you saved, unless you cancel in the account area before then. Checkout shows the trial length, the first payment date and the amount before you start, and we email you 7 days before the trial ends. Crypto payments and router bundles are not eligible.
Can I get a refund?
New customers can ask for a refund within 14 days of first subscribing. If you start with a free trial, those 14 days are the trial itself: cancel in the account area before it ends and you pay nothing, but the payment taken when the trial ends is not refunded. Renewals are not refunded, so cancel from the account area or open a support ticket before the renewal date if you do not want to continue. Subscriptions bought in the App Store or the Amazon Appstore are managed and cancelled in that store, not in the account area.
Do you ship routers outside the UK?
Yes. Router bundles ship to UK and international addresses. You pay the router once as a one-off router fee, plus delivery: UK delivery for a United Kingdom address and international delivery for any other country, set from the country you enter at checkout.
Setup and devices
Which devices are supported?
The SpiderVPN app is available now for iPhone and iPad and for Fire TV and Fire tablet, and a SpiderVPN router protects everything connected to it. Apps for Apple TV, Android, Mac, Windows and Linux are coming soon. The downloads page lists every platform and where to get it.
How do I set up a SpiderVPN router?
Plug the router in, join its Wi-Fi or connect by Ethernet, then open the local setup page from the connect guide. Follow the setup steps, then choose "Link Account and Activate VPN", open the link it shows on any device and enter the activation code to link your SpiderVPN account; the router then sets up its VPN connection.
How do I get started with the app?
Install the SpiderVPN app for your platform, sign in with the account created at checkout, pick a location, and tap connect. The setup hub walks through sign-in, devices, and profiles step by step.
Account and support
Where do I manage my subscription and invoices?
Log in to the account area to see invoices, subscription status, renewals, and payment details. Changes and cancellations for subscriptions bought on the website happen there too. Subscriptions bought in the App Store or the Amazon Appstore are managed and cancelled in that store, not in the account area.
How do I contact support?
Email [email protected]; you do not need an account. If you have an account, you can open a support ticket instead so replies stay in one place. Include your account email, the product, and what you saw on screen. Never send passwords, recovery codes, or full card details.
Privacy and security
Do you keep logs of my activity?
SpiderVPN keeps only the account records needed to run the service and bill correctly. The privacy policy explains what is stored. For data questions or requests, open a support ticket from the support page.
Is checkout secure?
Checkout runs over an encrypted connection and card payments are handled by the payment provider, so full card numbers never touch SpiderVPN servers.
Still need help?
Email support for anything that needs a reply; you do not need an account. If you have one, open a ticket or log in to manage your subscription directly.