How can we help?


Getting Started

  • How do I create a TunnelBear account?

    To create a TunnelBear account, you'll need an email address that you have access to. You can create the account through one of our TunnelBear apps, or on our website

    After you've created the account, you'll be sent an email to verify your email address. Once the account has been verified, you'll be able to log into TunnelBear and get connected.

    If you don't receive the email verification, or have issues getting your account confirmed, check out this article.

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  • Why can't I verify my email?

    It's possible that your verification email might be filtered to your spam or junk folder. Make sure you're looking for it there.

    If you're still not seeing the verification email, try adding to your email contacts. This should allow our emails to bypass your email provider’s spam filters. Once you've done this, try re-sending the email through the TunnelBear app directly.

    You can always request a second verification email be sent through the app, or through your account page on our website.

    If you still don't receive it, get in touch with our support bears to verify your email manually.

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  • When does my monthly data reset?

    Each month, free TunnelBear users will have their available data reset to 500MB to use for the remainder of the month.

    It's important to note that the data resets on the anniversary of your account creation and not the first of the month. If you're not actively using TunnelBear, the data will reset the first time you log into the app after your monthly anniversary has passed.

    For example: If you created your account on the 4th of January, your monthly data will reset on the 4th of each month following, or the next time you log into the app after the 4th.

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  • Why didn't I receive my Twitter bonus?

    If you've not received your Twitter bonus, make sure that you've given it some time. The bonus may take up to an hour to apply to your account.

    If the bonus still hasn't arrived, make sure that your Twitter account is set to public. If it's set to private, we won't be able to see your tweet and apply the bonus.

    Finally, make sure to be following the prompts from within the app to send your tweet. If you're writing us a custom tweet, it may not be recognized as part of the Twitter bonus.


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Account Management

  • How do I change my email?

    For most users, you can simply log into your account and select “change email” under the account overview tab. If you are currently paying via PayPal, you cannot change your email while your subscription is active. Get in touch with our support bears if you have an active PayPal subscription and need to change your email.

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  • How do I change my password?

    You can reset your password here. If you want an easy way to remember all your passwords, check out RememBear, the simple, safe and secure password manager - with bears!

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  • How do I view, change or delete my personal information from TunnelBear?

    We’ve built our service with a focus on collecting the minimal amount of information needed to operate our network. All data collection, usage and retention is mapped and documented so that it can be continuously audited by our privacy team. We are also happy to make this data available to you. This means that you can see what personal information we store about you and request it be modified or deleted if you so wish. To complete any of these actions, all you have to do is log into your account, click on the Privacy tab and follow the prompts.

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  • How do I delete my account?

    If you're no longer happy with your Bear, you can delete your account at any time by heading here.

    If you have any unlimited tunneling time remaining on your account, you will not be able to delete it. Our Support Bears can help in this case.

    Teams also cannot be self-deleted. If you have an active subscription, or a Teams account, and you'd still like to delete your account, send us an email and we'll help you out!

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Subscription Management

  • How do I upgrade to an unlimited plan?

    You can easily get an unlimited, secure VPN account in a few steps. To do so, head to our website and select "Get TunnelBear". There, you'll be able to choose the type of subscription you'd like to upgrade to and follow the prompts to upgrade.

    Or, if you have the TunnelBear app open and logged in, simply press the gold "upgrade" button located within the app. 

    If you’d like multiple paid accounts for a group of people, check out TunnelBear for Teams, our secure VPN for businesses and groups.

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  • How much does TunnelBear cost?

    TunnelBear provides a strong and secure free VPN service for users who only want to tunnel 500MB or less per month. However, to secure all your devices with a bear and get access to unlimited data, we suggest upgrading with one of our paid plans. You can view our pricing here.

    If you want to sign up a whole team or get a VPN for your business, you can find information about TunnelBear for Teams here.

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  • How do I change my payment information?

    If you paid with your credit card, log into your account and select the "Overview" tab. Click “Update Payment Details.”

    If you paid via PayPal, the Google Play store, or the iOS App Store, you need to change your payment details with those specific payment providers. For instructions on how to update payment details with one of those providers, please select the following: Paypal, Apple, Google Play

    If you have a TunnelBear for Teams account, you need to change your payment information in the Teams portal. Only team administrators can change payment information. You can find out how to do this here.

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  • How do I change my subscription type?

    If you’re currently paying monthly from your credit card, you can upgrade to a yearly subscription by logging into your account and selecting the “Overview” tab. There you'll see the option to change or cancel your subscription. Select "change" and follow the prompts. The amount you end up paying for your yearly subscription will be prorated, meaning you will be refunded any unused tunneling time from your monthly subscription.

    If you paid via Android or iOS and would like to change your subscription type, contact our friendly Support Bears for assistance.

    If you'd like to switch from a personal account to a TunnelBear for Teams account, see this article for more information.

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  • Why can't I see my unlimited data after upgrading?

    If you can’t see your upgrade showing on your account, try logging out and then back in to refresh things. Additionally, please make sure you’re logging in with the appropriate account.
    If you paid via the iOS Appstore, try restoring purchases by clicking the “Upgrade” button on your iOS device and selecting the “Restore Purchases” button. If the purchase does not restore, you should see an error noting the email address the account is under. Log in with that account instead. If you still can’t see your upgrade, contact our friendly Support Bears for further help.
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  • How do I print my invoice/receipt?

    Log into your account and select the “Billing History” tab. Click “Print” beside whichever invoice or receipt you’d like to print. Please note that if you paid through the Google PlayStore or iOS Appstore you will need to get your receipt from those payment processors, not from our website.

    If you have a TunnelBear for Teams account, check out these instructions for getting your invoices.

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