Support

The path usually builds in a couple of seconds. It takes longer in two cases, and both are normal.

The network has only just appeared — after the metro, a lift, a flight. The phone already shows Wi-Fi, but data is not moving yet: give it 10–15 seconds.

The network is limiting connections or is unstable. VILAR tries one path after another until it finds a working one — the home screen shows the path being rebuilt. Closing and restarting the app only makes the wait longer.

If nothing changes for over a minute, turn VILAR off and on again.

Look at the path on the app’s home screen first — it answers faster than any check you could run.

The path is broken and nothing moves — the device itself has no network: neither Wi-Fi nor mobile data. Check the network, toggle aeroplane mode, try another network.

The path is there and part of it is being rebuilt — that is normal, most often after switching between Wi-Fi and mobile data. The internet is not interrupted; nothing to do.

The path is running but sites still fail — see “A site won’t open”.

One site fails while everything else works — that is almost always about the route used to reach it: exceptions go direct, and VILAR carries the rest.

The most useful thing you can do is send us the address. That is a real fix — it usually reaches everyone with the next update.

Meanwhile, you can open the site by turning VILAR off for a moment: everything goes back to your usual network.

Speed depends on your network and on which way the data travels. We do not promise to make your internet faster than your network allows — we promise it keeps working.

Compare Wi-Fi and mobile data: if both are slow, it is the network, not the route. VILAR doesn’t carry exceptions at all — they get your network’s own speed.

If a difference remains, tell us when and on which sites. That is fixable.

A subscription is a paid term, not a recurring charge: you pay once for 1, 3 or 6 months. When the term ends, nothing is charged.

There is nothing to cancel: cancelling happens by itself if you don’t renew. The end date is shown in Settings; you can renew at any moment, including in advance — the new term adds to the current one.

Trying is safe: the free 24 hours need no card and charge nothing. If VILAR did not work for you, write to us: we try to fix it first, and if the cause is on our side and cannot be fixed, we refund the unused part of the term under the Refund Policy.

A subscription works on one device and can be moved to a new one at any time. On an iPhone access follows your Apple ID: on the new iPhone open VILAR → “Account and devices” → “Sign in with Apple” with the same Apple ID, and the subscription moves there. The device list and the “Remove” button live there too.

On Android access moves with a code: on the old phone open the subscription screen and tap “Create a transfer code”. On the new one install VILAR, tap “Move my subscription” and enter the code. Access then stops on the old phone.

Between Android and iPhone: write to us and we will move the access by hand. A subscription works on one device, so it stops on the previous phone.

A code looks like VLR-XXXXX-XXXXX and is entered on Android: “Have a promo code?” → paste the code → “Activate”. The prefix and dashes are optional and case does not matter — look-alike characters are corrected by the app itself.

Each code is accepted once. If it was already activated, or saved to an Apple ID on the purchase page, no time is added again; a revoked or expired code is named by the app right on the screen.

On an iPhone no code is typed at all: open the purchase page, link it to your Apple ID (“Continue with Apple”) and sign in with that Apple ID in VILAR.

Still stuck — send us the code and the device number from Settings and we will check the issuance log.

Check that VILAR on the iPhone is signed in with the same Apple ID as the website: Settings → “Account and devices” shows the email you signed in with.

Signed in with a different Apple ID? Tap “Delete account” (paid access on this device stays) and sign in with Apple using the right one.

Did not link the purchase to your Apple ID after paying? Open the purchase page in the browser you paid in (or via the saved link), tap “Continue with Apple”, then sign in with that Apple ID on the iPhone.

Still nothing — send us the time and amount of the payment and we will find it and switch it on.

Your platform, the app version and the device number from Settings — that is the first thing we ask for.

Then: what you did, what you expected to see and what happened instead, and for how long. It helps us help you faster.

Never send your full card number: we do not need it and never ask for it. If someone asks for it in VILAR’s name, that is not us.