Include your iOS version, your device model, the app version, and your country or network if the problem is a connection one. That usually saves a whole round of questions.
Work through these in order. First, toggle the connection off and on. Second, switch network — from Wi-Fi to mobile data or the other way round; some networks and captive portals block VPN protocols outright. Third, check that the VPN configuration still exists in Settings → General → VPN & Device Management. Fourth, restart the device. If none of that helps, write to us and say which of these you already tried.
Usually the network you are on is filtering the tunnel. Try a different exit location in the app, then try a different network. If it works on mobile data but not on a particular Wi-Fi, the restriction is on that Wi-Fi, not in the app.
Some slowdown is normal — traffic is encrypted and travels further. Choosing an exit server geographically closer to you usually helps most. Speed also depends on your own connection, so it is worth testing with the VPN off to see the baseline.
Most often this is iOS Low Power Mode or an aggressive battery setting suspending the connection in the background. Turn Low Power Mode off and see whether it recurs. Poor signal and switching between Wi-Fi and mobile data also cause reconnects.
Yes, at any time: Settings → General → VPN & Device Management → the Shielded VPN profile → Delete. The app will ask permission to add it again next time you connect.
Subscriptions are managed by Apple, not by us. Open the Settings app → tap your name at the top → Subscriptions → Shielded VPN → Cancel Subscription. Cancel at least 24 hours before the period ends to avoid the next charge. Deleting the app does not cancel a subscription.
The same way. You keep access until the trial period finishes, and you will not be charged provided you cancel at least 24 hours before it ends.
Tap Restore in the app. Check that the device is signed into the same Apple Account used for the purchase. If it still does not unlock, email us with your App Store order ID — it is in the receipt Apple sent you.
Refunds are handled entirely by Apple. Go to reportaproblem.apple.com, sign in with your Apple Account, find the purchase and choose the appropriate option. We have no ability to issue refunds ourselves — but do tell us what went wrong, because if it is a bug we would rather fix it.
No. Sign in to the new device with the same Apple Account, install the app and tap Restore.
No. Not the addresses you visit, not your DNS lookups, not the contents of your traffic, and no session records tied to an identity. The Privacy Policy states this specifically rather than as a slogan, and section 5 there lists in full the technical data the app does report.
Because it isn't needed. Access is verified against the App Store purchase on your device. No email address, no password, no profile — which also means there is nothing of that kind to leak.
Most of what you might expect us to hold does not exist. For the diagnostic and subscription records that do, write to privacy@shielded-vpn.com. Your App Store order ID is usually the only reference that can locate anything, precisely because there are no accounts. See your rights.
Shielded VPN