Support
Something not working? Start with the troubleshooting steps below — most issues are solved in under a minute. If you're still stuck, email us and a human will reply.
Email support
For bugs, subscription issues, privacy requests and anything else.
support@lunexis.orgTypical reply time: 1–2 business days.
Privacy & data requests
Access, correction or deletion of the data tied to your device.
Data deletion instructions →Handled within 30 days, usually much sooner.
Troubleshooting
The fixes that resolve the vast majority of reports.
The VPN won't connect
Try these in order:
1. Switch to a different server location — an individual server may be temporarily unreachable.
2. Toggle airplane mode on and off, or switch between Wi-Fi and mobile data.
3. Make sure another VPN app isn't already holding the Android VPN slot — only one VPN can be active at a time.
4. Force stop the app (Settings → Apps → Lunexis VPN → Force stop) and reopen it.
5. Reinstall the app if the problem persists.
The connection is slow
Speed depends on distance to the server, your local network and server load. Pick a server geographically closer to you, or try another location in the same region. Note that heavy congestion on your own ISP will also affect VPN throughput.
I bought Premium but still see ads / a time limit
Open the app and pull down to refresh, or restart it — the purchase state is verified with Google Play on launch. Make sure you are signed into the same Google account that made the purchase. If it still hasn't unlocked after a restart, email support@lunexis.org with your Google Play order ID (format GPA.xxxx-xxxx-xxxx-xxxxx) and we'll fix it.
How do I restore my purchase on a new device?
Install Lunexis VPN on the new device while signed into the same Google account, then open the app. Premium is restored automatically from Google Play. There is no login because there are no accounts.
My free time ran out early
The free allowance counts connected time, not data. Time continues to count while the tunnel is active in the background — remember to disconnect when you don't need protection. The allowance resets daily.
Some apps don't work while connected
Certain apps (banking, streaming, some games) actively block VPN traffic. Use Per-App VPN in the app's settings to exclude those apps from the tunnel so they use your normal connection.
How do I cancel my subscription?
Google Play Store → profile icon → Payments & subscriptions → Subscriptions → Lunexis VPN → Cancel subscription. You keep Premium until the end of the period you already paid for. See the Refund Policy for refunds.
How do I change my advertising consent choice?
Open the app's settings and select Privacy options / Manage consent. You can also reset your advertising ID from Android Settings → Google → Ads.
Still need a hand?
Include your Android version, device model, app version and a short description of what happened — it helps us solve things on the first reply.