sNova VPNSupport
Write to support@snovavpnapp.com. One person reads that mailbox and answers, usually within one working day. There is no account to sign in to and no ticket number to keep — just reply to the same thread.
What to put in the letter
The app can write most of it for you: open Settings and pick the support row — it starts a letter with your device ID and versions already filled in. If you write from a computer instead, these four lines let us find the problem without a second exchange:
- Your device ID — open Settings and tap the version number at the bottom; the ID is at the top of the page that opens.
- The app version and your iOS version.
- What you did, and what happened instead of what you expected.
- The country you were connecting from, and the location you picked.
The device ID is a random string the app generates for your device. It is not your name, and it does not identify you anywhere else. It is how we look up a subscription or a traffic allowance without asking you for an account.
Things you can settle without writing
The connection does not come up
The first time you connect, iOS asks permission to add a VPN configuration; the tunnel cannot start until you approve it. If you dismissed that dialog, tap the connect button again. If the app sits on “Connecting” on one network but works on another, that network is filtering the connection — switch from Wi-Fi to mobile data, or pick another location, and tell us which network it was.
You paid and the app still shows the free plan
Open Settings → Restore Purchases. Purchases belong to the Apple Account that made them, so use the same one. If the subscription still does not appear, send us the device ID and the date of the purchase.
Cancelling or changing a subscription
Subscriptions are managed by Apple, not by us: apps.apple.com/account/subscriptions, or Settings → Manage subscription in the app. Cancelling stops the renewal; the paid period you already bought runs to its end.
Refunds
Apple takes all payments and issues all refunds. Ask at reportaproblem.apple.com. We cannot refund an App Store purchase ourselves, but write to us anyway if something went wrong — we would rather know.
Deleting your data
Send us your device ID and ask. We delete what is tied to it and confirm when it is done. What we hold and for how long is set out in the Privacy Policy.
Reporting abuse
If traffic from one of our nodes is causing you trouble, write to support@snovavpnapp.com with the node address, the timestamps and the time zone. We answer abuse reports first.
Security
Found a flaw in the app, the API or the network? Write to the same address with Security in the subject. Tell us what you found and how to reproduce it, and give us time to fix it before publishing. We will credit you if you want to be credited.