Where can I download the latest version of TunnelBear?
I can't check the 'I trust this application' checkbox
If you have certain third-party apps downloaded, such as screen filters, battery savers, or launching apps, they may interfere with your ability to select the 'I trust this application' checkbox. Some of these apps include Twilight, Rotation Manager, Dodol Launcher, and Juice Defender. Turning these applications off briefly will allow you to select this checkbox. Once that is done, you can turn those apps back on, and TunnelBear should function properly.Visit/Rate Article
Why does TunnelBear want me to install a helper tool on macOS?
The helper tool is part of the TunnelBear VPN on macOS. It helps your Bear create a stable connection to our secure VPN servers. When you’re not using TunnelBear, the helper tool also ensures all of your internet settings are returned back to normal.Visit/Rate Article
You’ll be required to enter your computer’s administrator password to allow TunnelBear to install the helper tool. If you're not the administrator on your device, you may need the administrator to approve the installation. Please be aware, this is different from your TunnelBear account password (it should be the password you use to log on to your computer). Please make sure to select "Install Helper" when prompted.
How do I uninstall TunnelBear?
Uninstalling TunnelBear from your device should be an easy process. Please take a look at the links below for instructions on how to uninstall the app. Please note: we advise that you do not use 3rd party uninstaller tools to complete the uninstallation, these tools may cause unintended problems.
Also, it’s important to note that uninstalling TunnelBear does not cancel a paid subscription. If you have a paid subscription, you'll need to cancel it separately for the payments to stop. Instructions for cancelling can be found here.
For instructions on how to delete TunnelBear from your Windows device, please check out this article.
For detailed instructions on how to uninstall apps on your Mac computer from Apple, see this article.
To delete TunnelBear on your iPhone or iPad, simply press and hold down the TunnelBear application until all of your apps begin to wiggle. A small “x” should appear in the top left corner of the apps that can be deleted from your device. Tap the “x” on the TunnelBear app to delete it.
For instructions on how to delete TunnelBear from your Android device, please see check out this article.
Browser Extension (Chrome, Opera & Firefox)
- For instructions on how to manage and delete Chrome extensions, head here.
- For instructions on how to manage and delete Opera extensions, head here.
- For instructions on how to manage and delete Firefox extensions, head here.
Why is my Bear slow?
When TunnelBear is ON, your data has to pass through our secure and encrypted VPN servers before it can access what you wish to ‘bear’owse, and deliver it back to you. It’s common for there to be a small amount of speed loss in the process. That said, there are several reasons why you might be experiencing more significant speed loss when using TunnelBear.
Common Causes of Speed Loss:
Your physical location matters. The farther away you are from the tunnel you are trying to use, the farther your data has to travel. For example; if you live in Australia, connect to a US Tunnel, and access websites in Japan, then your Bear has a fair amount of digging to do! Try tunneling to a country closer to where you are located to see if your connection speed improves at all.
Some ISPs may try to throttle or slow encrypted traffic coming from your network. If possible, we recommend trying TunnelBear out on another network to see if your speeds improve.
Additional VPN services
We don't recommend running more than one VPN service at a time. Installing software from other VPN providers can alter or conflict with TunnelBear’s optimal settings. Try removing or completely disabling similar software before using TunnelBear.
Other third-party apps
To optimize your tunneling experience, please make sure that other apps that typically transfer large amounts of data over the network connection are disabled (ie: cloud backup/file syncing services, background updates). Additionally, try disabling any third party security apps you might have installed (just temporarily), to ensure that they aren’t interfering with TunnelBear.
Still experiencing speed problems? Then we recommend to specifically try some of the following steps - they might get things moving more quickly for you.
Try switching to another network
As mentioned, ISPs are a common cause of speed issues. If you are using a portable computer or mobile device, try switching to another wifi or mobile network to see if it helps. If you are using a desktop computer, try switching from a wifi connection to a wired connection (or vice-versa).
Try switching to another tunnel
Sometimes, it may be that the tunnel location you’ve chosen in the app has received a sudden influx in traffic. We automatically add new servers in most locations in response to high demand, and TunnelBear should connect you to the best performing server based on the country you’ve chosen, though it sometimes takes a few minutes for our network to catch up to the sudden increase in traffic. While we adjust, try switching to another tunnel to see if your speeds improve.
If available, try our Fastest Tunnel feature. Fastest Tunnel mode will connect you to the fastest tunnel available, based off of all servers across the entire TunnelBear network.
Enable TCP Override (Windows, Mac)
If your ISP is throttling VPN connections, or you are connecting via an unreliable network, TCP Override might help. TCP Override will force the TunnelBear app to use a slower but more reliable protocol which may result in better performance on a choppy connection. This feature is located in your TunnelBear preferences within the app. If you don’t see any improvement, then we recommend disabling this feature.
Try enabling GhostBear (Windows, Mac, Android)
GhostBear is designed to make TunnelBear even more resistant to internet censorship by scrambling your VPN traffic, so that it is harder for your ISP or Government to detect and block the VPN connection. You can locate this feature in your TunnelBear preferences in the app. While GhostBear is a good indicator of whether your ISP is throttling or blocking your connection, it can also slow things down a bit. If you are already able to connect to TunnelBear without using this feature or it does not immediately improve your connection speed, we recommend keeping GhostBear OFF.Visit/Rate Article
General tips to get connected
If you're running into connection issues, run through a few basics steps first to see if your Bear just needs a helping paw:
- Check out our Twitter page to see if we're conducting any scheduled maintenance.
- Try logging out and back into the app.
- Try a fresh installation of the app from our downloads page.
If your Bear is still misbehaving...
Ensure that other applications aren't interfering
Check to make sure that you aren't running any other VPN services; they can potentially interfere with your ability to connect. Additionally, if you are running any third party security applications, try temporarily disabling them to see if they are interfering.
Test another network
Try connecting to TunnelBear on another network to see if you can connect. This can let you know if the issue might possibly lie with the router or network you are using.
Desktop (Windows & macOS)
The steps below can help with Windows and macOS connection issues.
Ensure that the TunnelBear browser extension is off
Do not run the TunnelBear browser extension at the same time as the TunnelBear application, they can interfere with one another and cause issues for your connection.
Turn on TCP Override
If your connection seems slow or unstable, TCP Override may result in better performance. This feature is located in your TunnelBear preferences, under the general tab. If you already have TCP Override on, try turning it off to see what impact it has on your connection.
Try turning on GhostBear
If you are connecting from a country with strict censorship or from a restricted network (work, school, public WiFi), we recommend to give GhostBear a try. You can locate this feature in your TunnelBear preferences, under the security tab. GhostBear makes it harder for the VPN connection to be detected and blocked. Please be aware, GhostBear should only be enabled in cases of censorship; otherwise we advise to keep this feature off.
If you're still running into issues on your iOS device, try the following steps.
Reinstall the VPN profile:
- Make sure that TunnelBear is OFF.
- Click on the menu button (three horizontal lines) in the top left corner of the TunnelBear app.
- Click on Reinstall Profile.
- Follow the prompts.
Change the Tunneling Protocol:
- Head into your iOS settings.
- Locate TunnelBear by scrolling down.
- Select Tunneling Protocol.
- Change the protocol to any option listed.
- Head back into the app and attempt connecting.
- Repeat until you find one that allows you to connect.
Note: If you don't notice an improvement with any of the tunneling protocols, switch back to Default and contact our Support Bears for further asistance.Visit/Rate Article
If you're still having issues on Android, a few more steps to try are listed below.
Make sure your device isn't running custom/rooted firmware
Customizing your device's operating system can change important system settings. These changes can sometimes prevent TunnelBear from working correctly. We recommend using a stock ROM to prevent such issues.
Disable any third party apps
If you are running any third party battery or memory saving applications, try disabling them to see if they might be interfering with your connection.
Try turning on GhostBear
As with Windows and Mac, if you are connecting from a country with strict censorship, we recommend to give GhostBear a try (located in the TunnelBear preferences). GhostBear makes it harder for the VPN connection to be detected and blocked. Please be aware, GhostBear should only be enabled in cases of censorship; otherwise, we advise to keep this feature off.
Make sure you have Automatic DNS enabled
Android 10 introduced the ability to set Private DNS. Unfortunately, due to how Android prioritizes your private DNS over TunnelBear's DNS, this has been known to cause issues. If you have Private DNS enabled, please make sure to switch to Automatic DNS and try connecting again. For more information, check out this article.Visit/Rate Article
If you're not able to resolve issues with the extension with a fresh install, try the following.
Disable any third party extensions
Make sure other extensions, especially ones that provide a similar function to TunnelBear, are disabled while trying to connect. The TunnelBear browser extension is designed to detect if a conflicting extension is present in the majority of cases. However if you discover that a specific extension is causing an issues with TunnelBear, try turning it off to confirm. Then please let us know.
Clear your browser's cache and cookies
Ensure that your browser allows cookies
The TunnelBear browser extension uses a standard cookie to ensure that you are authenticated throughout both the extension and website. Please make sure that your browser is not configured to delete cookies automatically when exiting the browser. Additionally, please ensure that any third party cleaner/privacy extensions are not set to automatically remove browser cookies. Lastly, ensure that cookies are enabled in the browser settings.
Make sure that the TunnelBear desktop application is off
Please make sure that you aren't running the TunnelBear application while the TunnelBear browser extension is already on. Only one is designed to be connected at a time.Visit/Rate Article
Why am I having issues accessing certain websites with TunnelBear?
TunnelBear's core service has always been to help you stay private and secure online. That said, certain types of websites and services will try to block users that appear to be using a VPN.
Our Bears work hard to get you around these restrictions, however, we're not able to guarantee access to every website or app you might want to use. There are a few tips we can suggest to help your Bear put their best paw forward in these situations!
Make sure you are connected properly
Head over to BearsMyIp.com to confirm if you are connected properly. If the location shown matches the one you chose in the TunnelBear app, then you should be good to go. If you're not connected properly, check out this article for help with connection issues.
Try switching the IP you're connected to
It is possible that a couple of our IP addresses are inevitably blocked by a specific website or service. We recommend selecting another tunnel location, then switching back in order to get a different IP address.
Clear your browser’s cache and cookies
It's possible that your cache/cookies might have some old location information stored in them that the website/service is able to pick up. For instructions on how to clear your cache/cookies, select the relevant browser: Chrome, Firefox, Safari (on Mac), Safari (on iOS), Internet Explorer, and Opera
Disable browser tracking
Most mainstream browsers provide location tracking in order to approximate your exact location regardless of IP address. Try disabling these services in your browser. To disable browser tracking, please select the browser you use: Chrome, Firefox, Safari, and Opera
Access content while browsing privately
Bypass location tracking on a temporary basis by opening the desired content in an Incognito or Private Browsing window. For instructions on how to browse privately with your browser, please check out the following: Chrome, Firefox, Safari (on Mac), Safari (on iOS), Internet Explorer, and Opera
Disable location services on your device
Location services will allow location-based apps and websites to use information from cellular, Wi-Fi, and Global Positioning System (GPS) networks to determine your approximate location. You can disable location services as follows:
1. For Windows take a look at this article.
2. For Mac OS X take a look at this article.
3. For iOS take a look at this article.
4. For Android take a look at this article.
How do I connect on public WiFi?
When you're connecting on a network that requires you to log in before you can use the internet, you may be presented with a pop-up or webpage that prompts you to login to that location's network (i.e "Login to access Grizzly Coffee Co's Free Wi-Fi"). This is called a captive portal. Sometimes, when you're using TunnelBear (especially if you have VigilantBear enabled), you may not be presented with the login page automatically. However, you can still clear the captive portal.Visit/Rate Article
To clear the captive portal, open your browser and if you're not immediately directed to the network's login page, try to type in another URL. You should then be redirected to a login page before you can access the address you've requested. Log in and once you've successfully started browsing, reconnect TunnelBear.
Can I use SMTP to send email while connected to TunnelBear?
Yes! TunnelBear does not block SMTP on our network, but we do limit the ports you can use to send email. Port 25 is widely known to be insecure and blocked on most residential ISPs as it’s often used by spammers. Since TunnelBear does not log what you do while you’re connected to our service, we remove the ability for you to send email using port 25.Visit/Rate Article
To use SMTP while connected to TunnelBear, you should configure your email client to use port 587 or port 465 for SMTPS.
Why can’t I stream content while TunnelBear is connected?
While our Bears work tirelessly to maintain your privacy and security online, we’re unable to provide support for accessing online content (tv, movies, radio, etc).
Typically, the restrictions upheld by content providers are in compliance with laws governing the geographical-restriction of copyright material. TunnelBear is unable to provide a way around those restrictions.Visit/Rate Article
Can I share files while TunnelBear is connected?
You should be able to share files while TunnelBear is connected.
If you run into any issues doing so, try connecting to one of the following tunnels: Canada, US, UK, Romania, Netherlands, Germany, or Sweden.
Common Error Messages
What does this error mean?
When you see this error, it means that the network (IP address) you are connecting from has been flagged as a potential risk by one of our security services, Cloudflare.
What is happening in the background when you see this error?
When this happens, Cloudflare blocks your access to our network, meaning that you won’t be able to connect. The way that Cloudflare determines which users to block is complicated, and uses different sources of information, like Project HoneyPot, to determine what networks are more likely to present a threat.
What might increase the likelihood of you seeing this kind of error?
If you’re connecting from a shared network, such as a public network, university campus, or a region of the world where internet infrastructure is less developed, so IP addresses are scarce (more likely to be shared by lots of people), this can increase your likelihood of seeing this error. Cloudflare does its best to make sure legitimate traffic gets through, but sometimes you may be caught by accident in this net.
How do we fix the issue?
In this situation, the best thing to do is try connecting from another network temporarily. If you have waited patiently for some time, and you still can’t connect, get in touch with our friendly Support Bears and they’ll try to resolve the issue.Visit/Rate Article
429: Rate limited
What does this error mean?
When you see this error, it means that you, or someone sharing a network with you, has tried to make too many requests to our service. This could mean anything from trying to enter the wrong password too many time to making an abnormal number of connection attempts.
What is happening in the background when you see this error?
When this happens, we limit these kinds of requests temporarily, meaning that you won't be allowed to log in or connect for a short period of time. This allows us to protect both you and ourselves from malicious attacks.
For example: In the case of someone entering the wrong password multiple times, this stops someone who might be trying to hack into your TunnelBear account from proceeding with trying different passwords over and over again until they find the right one. In the case of an abnormal number of connections, this could be an attack on our network, such as a DDoS attack, so we need to stop traffic from this address to protect ourselves.
What might increase the likelihood of you seeing this kind of error?
If you’re connecting from a shared network, such as a public network, university campus, or a region of the world where internet infrastructure is less developed (where IP addresses are scarce), this can increase your likelihood of seeing this error. This is because we don’t just have to account for your personal traffic to our network, but also the traffic from many other users. We do our best to make sure legitimate traffic gets through, but sometimes you may be caught by accident in this net.
How do we fix the issue?
In this situation, the best thing to do is wait a little bit and try again. The limit on traffic from your network is generally temporary and should resolve within 20 minutes or so. If you attempt to connect while you’re still limited, or if you’re connecting from one of those shared networks where other people are also trying to connect, this can unfortunately extend the period of time for which your traffic is blocked.
If you have waited patiently for some time and you still can’t connect, please get in touch with our friendly Support Bears and they’ll try to resolve the issue.Visit/Rate Article
(-1009) Error on Windows
There are a few scenarios that might cause the (-1009) The internet connection appears to be offline error you're seeing.
The network you are using may be blocking the connection. Try switching to another network and see if the issue persists.
Make sure that TunnelBear is allowed through your firewall. You can also temporarily disable your firewall and see if you're able to get logged in.
Third party software:
It's possible that some third party security software might interfere with your Bear. I recommend that you disable any security software on your computer (anti-virus, VPN, proxy, firewall, etc.) and see if you're able to get logged in.
If you continue to run into issues, reach out to our Support Bears for further assistance.