VPN Service: Tricky Questions VS True Answers

4 min read

Updated as of January 26, 2018.

As we continue delivering the most stable and secure VPN service to more than 7-million user audience worldwide, we keep receiving some basic questions that need to be answered. Whether you are currently using VPN Unlimited, or planning to do so, we hope this post will be useful for you.

1. What is VPN service?

A Virtual Private Network is a unique technology that uses advanced methods of encryption to create secure tunneling and ensure privacy and security. The VPN Unlimited app establishes a connection to one of the global servers and encrypts all outgoing data, transmitted over the network. As a result, all user’s online activities become completely anonymous, i.e. safe.

2. Does VPN Unlimited keep any clients’ logs?

The VPN Unlimited service is developed to provide a client with ultimate online security. For this reason, our company does not keep any users’ logs of the visited websites or IP addresses of the clients. We log only attempts to access our servers (for security and troubleshooting reasons), user session durations, and the bandwidth used (to provide such data to each user personally), as well as user clicks made within our software (to track the popularity of the app features and promote service improvements). We do not collect any users’ private data or log any users’ activities, except common statistics of visiting our websites.

3. What IP address will I get? Do you store my real IP address?

Every customer gets a dynamic IP address when connecting to our unlimited VPN service. Virtual IP addresses are non-static and are changed for each new session. We do not store real IP addresses of VPN Unlimited users.

Note: If you purchase a Personal Server or a Personal IP, you will get a static IP address.

4. What is the best security level your VPN service can provide?

VPN Unlimited uses a unique technology that incorporates several powerful encryption methods. The most secure encryption algorithm (AES-256) for iOS and macOS X is ensured by the default protocol, IPSec IKEv2. Users of Android, MS Windows, and Linux are also protected with the AES-256 encryption through the OpenVPN® protocol. We constantly keep our software up-to-date to be secure against new vulnerabilities.

5. What Laws and Jurisdictions does VPN Unlimited follow?

The VPN Unlimited service is provided by a New York based company, KeepSolid Inc. (former Simplex Solutions, Inc.). We adhere to the US jurisdiction where there is no mandatory data retention required, yet the US laws are fierce on their internet surveillance programs, but VPN services are welcomed. According to our company’s terms & conditions, we do not keep any logs. Learn more about VPN laws and jurisdictions in different countries from this article.

6. What information will you provide to a 3rd party if requested?

We are to protect your privacy, i.e. personal information. The company will not communicate with 3rd parties. We consider only requests from courts of competent jurisdictions, however, as we do not keep any traffic or session data, there is nothing to provide to any 3rd party.

7. What payment systems does the company accept? Is there any connection between payment and client account information?

Our customers have various options to purchase subscriptions and additional services, including:

  • Visa/Mastercard
  • Bitcoin
  • Amazon
  • PayPal
  • Mint
  • WebMoney
  • QIWI Wallet
  • Yandex.Money
  • Alipay
  • Gift cards

We do not store your name, home address, and payment details (e.g. credit card details), although this data may be stored by a third party payment provider handling the transaction.

Note: You can check our plans and pricing details here.

8. Monitoring, Prevention, and Mitigation of VPN service abuse

Although we do not store any users’ private data, yet we closely monitor spam and phishing related activities. If a user is caught doing anything illegal, his account will be terminated without warning.

9. What will the company do if a DMCA takedown notice or its equivalent is received?

We prohibit the usage of P2P on some of our servers in order to minimize any DMCA-related issues. Non-complying with these restrictions may cause a service suspension.

10. If any court notices sent, what actions will you take to protect your customers?

In our practice, we have never received any court-related notices. As there are no customers’ logs, any court notices are irrelevant as there is NO information to provide. Our customers are protected by legal definition. In addition, each and every client of our unlimited VPN service is under the US Consumer Protection Law too.

11. Do you support/allow the use of torrents or file sharing traffic on VPN servers?

We allow to legally use P2P file sharing on US-California 1, Canada-Ontario, Romania, Luxembourg, and France servers. However, there may arise some situations when our technical team shall have to decrease connection speeds due to torrenting.

Hopefully, this article was helpful and you learned something new about our service. If you have some other questions to be covered, tell us in the comments below!


This material is provided purely for informational purposes only. This material is not a contract or agreement and does not create any legally valid, enforceable or binding commitments, agreements or obligations of any kind. No data or other information contained in this material is warranted or guaranteed by KeepSolid, Inc., or its subsidiaries and affiliates (collectively, “KeepSolid”), as to its completeness, accuracy, or fitness for a particular purpose, express or implied, and such data and other information are subject to change without notice. KeepSolid may have issued, and may in the future issue, other materials that are inconsistent with the information presented herein. KeepSolid makes any sale or purchase of its products and/or services only in accordance with KeepSolid’s applicable terms and conditions and applicable law.

“OpenVPN” is a registered trademark of OpenVPN Inc.


  1. Has anything changed with how logs are handled since comments were posted in 2015?

    • Hello Drew,

      Please be assured that we do not store any logs about your online activities and browseable content.
      We log only attempts to access our servers for security and troubleshooting reasons, session durations and bandwidth used to provide such data to each user personally, and user clicks within our software to track the popularity of the app features and promote service improvements.

      If you have more questions, you are welcome to contact us at [email protected].

  2. This problem is not resolved, I cleared my cache in chrome and safari. Netflix, YouTube, Gmail, Outlook, read my ip in UAE. This problem is in Mac and Android, what is your recommendation, which is the server that I need to use to my ip is locate in USA?, thanks.

    • Maria Yarotska
      March 19, 2015 - 4:07 pm

      Did you try to connect to another US server? If not, please do.

      • I have the same problem when using VPN Unlimited, and I’m beginning to wonder just how secure they are. I have used EVERY server in the US provided by VPN Unlimited and the results are the same. Every Google search ends up as Google.ae …. I hate it. After clearing the cache, it doesn’t matter. I certainly hope every Arabic user ends up on languages they don’t understand. This is absolutely nonsense. Trust No One, esp. companies who kowtow to the Feds.

        Now, how about some permanent fixing of this problem? Thank you.

        • Maria Yarotska
          May 11, 2015 - 10:13 am

          Hi! The reason is that a lot of our customers from China/UAE use the same vpn server as you. That is why Google sometime thinks that our vpn server is in China/UAE. To use a google.com instead of local google.com version, please click the link google.com in the bottom right corner of the window.
          Also, there is another solutions, you can go to http://www.google.com/ncr, you will be routed to google.com, no matter where you are.
          We apologize for any inconvenience you have faced with.

          • This is not a good answer. While google website can easily be redirected to US, Google Apps are not available e.g. music, movies, etc. Instead Google Playstore for UAE will be displayed instead.

            This is getting very limited… Stay away and look for better VPN service.

  3. I want my ip in USA but all the time puts me at City: Dubai
    Region: Dubai
    Country: United Arab Emirates Y have sent already several emails, and I haven’t receive a solution.

    • Maria Yarotska
      March 19, 2015 - 3:41 pm

      The reason is that a lot of our customers from UAE use the same vpn server as you. That is why Google sometime thinks that our vpn server is in UAE. To use a google.com instead of local google.com version, please click the link google.com in the bottom right corner of the window. Try to connect to another USA server. Also, please try to clear the Cache of your Web browser: http://www.wikihow.com/Clear-Your-Browser%27s-Cache
      We apologize for any inconvenience you have faced with.

  4. Dear Jason, thank you for your comment! I’ve read it to my coworkers out loud. Regarding your question, we don’t view your content, we simply don’t have access to it, it is true. Otherwise who could trust us with their passwords, credit cards information and so on.

  5. Jason Bennett Actors-Studio
    March 13, 2015 - 1:22 am

    First of all, I think this is very excellent that the company is thinking about your privacy policy and responding our concerns. I used VPN Unlimited for almost a year. And I have always found the OTHER VPNs out there to almost seem like Malware.

    So, thank you VPN and I expect fully your answers to your customers are given in the legal sense in good faith. That matters.

    It sounds like I, personally, think your protections and method seems valid. There are three things I’d like to contribute:

    1) I think the question is not which IPs connected to what and for how long. The governments of the world are NEVER going to storm into a company like this one and demand IP logs. It is absurd. I can’t contemplate why in the world anyone in any company would give a damn about meaningless logs like that. All of it would get thrown out of court: it isn’t specific, it is broad, it cannor be warranted. And it’s just ridiculous to think anyone would study anonymous IP logs. I mean, my name is Barack Obama. How do you know? Maybe I am. You not only can almost prove nothing from dragnet surveillance, it is illegal. Even IF the government COULD get the CONTENT of your activity, it would not be able to be used in court. And that brings me to my second point:

    2) No one mentioned content. It’s not logs about IPs, who cares? Not me. It is CONTENT. Your company should put this statement in your policy: “We will never store logs of the CONTENT of your activity and ***we have put technology in place*** that in the company we cannot even view your DATA CONTENT, and certainly record it for anyone. If we are ever compelled to provide any kind of information to anyone about our clients, or past clients, will will refuse. We have instructed our attorneys we refuse. We will hold press conferences. And simply refuse. We say NO. And when and if this ever happens, we will immediately inform all present and past clients. And the public. And any individual will be notified, as it is our right to freely speak to whomever we want.”

    3) Is what I said in two true? MAKE IT TRUE. Stand up for the purpose of your company. You’ll be known around the world. Don’t listen to these attorneys who are telling us all to compromise our values. Just because a government makes a demand does NOT mean you say yes. EVEN if a judge threatens you with time in prison. If the judge is breaking the law and you get public support, then have courage and make a show of it and go to jail for a few days. You’ll be released quickly. You’ll get world-wide attention. STAND UP FOR THE RIGHT CAUSE…IF…IT EVER HAPPENS.

    So, tell your attorneys to FIGHT if you are attacked, do not betray us. Of course everyone knows if there was an emergency, most all us would cooperate. But that true emergency is just NEVER going to come to VPN Unlimited. No terrorist is going to RUN IN to VPN while being hotly chased by the NSA. That is just stupid, stupid, stupid.

    So, can you make the clear commitment you DO NOT EVER VIEW OR RECORD OUR CONTENT?

    And can you take out all phrases the vaguely imply you’ll just break your entire value system because some FBI agent ever shows up. Just say it…CLEARLY. And then issue some press releases…You’ll probably double your sales with 48 hours…for affirming complete integrity. It is the last thing missing from your privacy agreement. And if you do, I’ll promote you constantly to tens of thousands of people.

    Be heroes, in your own way. You’re almost there. Get new attorney is they want you to be cautious and vague and leave yourself loopholes. 🙂

    I’ll become your free PR person. What say you on these issues?

    THANK YOU FOR YOUR RESPONSES. It shows courage.

  6. You do not need to store the IP for the purposes Maria stated. For your service improvement needs all you need is the general geographic location from/to which area connection are made, but you do no want to have and keep what IP connects to what.
    You should not keep the connection between who bought what – in particular for the lifetime account in view of no refund policy.

    • Maria Yarotska
      March 11, 2015 - 2:50 pm

      Thank you for your comment, but we really should keep your IP for the service to work properly.

  7. On the Privacy Policy of VPN Unlimited states that your company stores the IP address of customers. This is contradict with number 3 above: “Real IP-addresses are not stored”.

    On number 5: “we do not keep any logs”,
    On number 6: “we do not keep any traffic or session data, there is nothing to provide to any 3rd party”,
    Yet on your VPN Unlimited TnC under Content / Usage Disclaimer: “We log only access attempts to our servers (for security and troubleshooting), user session durations and the bandwidth used (for purposes of providing detailed information intended solely for each concrete user) and user clicks made to our software (to track popularity and assist in application and service improvements).”
    This means that you DO LOG user sessions!

    Not only that the disclaimer also says: “We do not cooperate with any requests for information, unless ordered to by a court of competent jurisdiction”, does this means that you give the LOGS about Real IP-address and user session to the court?

    Please states clearly, do not use misleading / ambiguous words and make confirmation which are true about your service.

    • Maria Yarotska
      March 9, 2015 - 10:40 am

      Excuse us for these misleading points, we are correcting our privacy policy to make it clear right now. The thing is, we store your IP, connection time and amount of traffic used, but only to show it in the app. If we didn’t store it, we couldn’t display it. Also, as a US-based company, we are obliged to provide certain information to a court, its a law, and we can’t take a risk to ignore it.

      • “The thing is, we store your IP, connection time and amount of traffic used, but only to show it in the app.”
        Is the IP address stored in you server or is it stored only in the device that’s using the app?

        “we are obliged to provide certain information to a court, its a law, and we can’t take a risk to ignore it.”
        The information that’s provided to court, does it include real IP address or / and user’s session?

        “we do not keep any traffic or session data”
        Is this correct? Then no user’s history stored by your service?

        • Maria Yarotska
          March 10, 2015 - 3:47 pm

          – IPs are stored while you are connected for internal computations and security checks;
          – We’ve never had such situations, so I can’t tell for sure;
          – We do not keep data that you are uploading or downloading from any web site or other external resource.

          • – Can you please specify which IPs are stored? My public IP from the ISP, my IP of the VPN while I am connected, the IP from the remote server I connect to?

            – You said the IPs are stored while I am connected. So the IPs are deleted after disconnect, correct?

          • Maria Yarotska
            April 7, 2015 - 3:36 pm

            – Your public IP is stored
            – IPs are stored by the app after the user is disconnected.

          • thanks for your quick answer. Unfortunately I cannot reply to your post below, I don’t know why.

            – Can you confirm, that only the public ISP IP is stored, not the IP of the website I am connecting to, nor any other IP? So you are not able to log a history for each user which ISP IP has been connected to which website IP?

            – You said IPs are stored by the app after the user is disconnected. Can you explain this a little bit more? Which app stores the IPs? Are the IPs stored online or only by the App locally on my pc/mac?
            When are the IPs deleted? The Privacy Policy says the IPs are flushed after one day. Is that correct? Flushed means actually deleted?

          • Maria Yarotska
            April 8, 2015 - 4:22 pm

            – Yes, we confirm.
            – Your IP is stored locally for one day, and after one day we back it up in our storage, where it is stored for 6 months, as demanded by the most governments. After 6 months it’s being actually deleted.

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