Payment failed or the bank page didn't open

If the bank page didn't open, no money has been taken yet: turn off your VPN and try again. If money was taken from your account but your subscription wasn't created or renewed, follow up through the "Payment tracking" («پیگیری پرداخت») page and don't contact your bank.

The bank page didn't open

1. Turn off your VPN; bank payment gateways usually don't open while a VPN is on.
2. Refresh the page and tap Pay and activate subscription («پرداخت و فعال‌سازی اشتراک») again.
3. If it doesn't open, try a different browser (for example, Chrome) or a different internet connection.
4. If it still doesn't open, try again a little later.

Money was taken but no subscription

1. After paying, don't close the page; wait until you're automatically returned to the site.
2. If you weren't returned, or you didn't see your username and password (or the renewal), open Payment tracking.
3. Enter your purchase email and the payment tracking code (on the receipt or the bank SMS).
4. Keep the request code that starts with MB and check its status at Request tracking.

If the payment wasn't recorded on the site, the bank usually returns the amount to your card by itself within 1 to 3 hours. If it isn't returned, let us know through the same "Payment tracking" page or "Online support" («پشتیبانی آنلاین»).

What to send to support

• Your purchase email or subscription username
• A full screenshot of the payment receipt or the bank SMS about the deduction
• The amount and approximate time of the payment

A screenshot of your account or card statement alone isn't enough, because it usually only shows the date and amount.

Don't contact your bank and don't file a bank dispute or refund request; this stops or complicates MaxVPN's review and refund of your money.

Renewed but no time was added? Also see I renewed but my subscription time wasn't added.