Support

Welcome to SharkVPN Support. If you need help with your account, VPN connection, subscription, rewarded access, payments, sign-in, notifications, or another SharkVPN feature, you can contact us using the support options below.

1. Get Help in the SharkVPN App

The recommended way to contact SharkVPN Support is through the SharkVPN application.

If you are signed in, open the Support section in the app to:

• Create a new support request

• Select a relevant support category

• Describe the issue you are experiencing

• View your existing support requests

• Read replies from SharkVPN Support

• Reply to an open support conversation

• Refresh the status of your request

Using the in-app support system helps us securely associate your request with your SharkVPN account and may include limited application, device, or operating-system information that can help us troubleshoot the issue.

2. Email Support

You can also contact SharkVPN Support by email:

Email: support@sharkvpn.app

For account-specific issues, we may ask you to use the authenticated support system inside the SharkVPN application so that we can verify account ownership securely.

3. What We Can Help With

SharkVPN Support can assist with issues including:

• Unable to sign in or create an account

• Google or Apple sign-in problems

• Email verification or password-reset issues

• VPN connection or disconnection problems

• VPN server or location issues

• Slow or unstable VPN performance

• Device registration problems

• Rewarded advertisement or earned VPN access issues

• Subscription or entitlement questions

• Purchase-verification problems

• Account status or access problems

• Account deletion or recovery questions

• Notification issues

• Privacy or account-data questions

• Technical application problems

4. Before Contacting Support

Before submitting a request, you may be able to resolve common issues by trying the following:

• Make sure you are using the latest available version of SharkVPN

• Confirm that your Internet connection works without the VPN

• Disconnect and reconnect the VPN

• Try another available VPN location

• Restart the SharkVPN application

• Restart your device if the issue continues

• Confirm that your account is signed in

• Check whether your free, rewarded, or paid VPN access is still active

5. Information to Include

To help us investigate your request efficiently, include as much relevant information as possible, such as:

• A clear description of the problem

• What you were trying to do when the problem occurred

• Any error message shown in the application

• The VPN location you were trying to use, where relevant

• Whether the issue happens every time or only occasionally

• Your device platform, such as Android or iOS

• Your SharkVPN application version, if known

The in-app support system may automatically include limited application and device context where appropriate so that you do not need to enter all technical details manually.

6. Do Not Send Sensitive Information

For your security, never send the following through a support message or email:

• Your SharkVPN password

• Your Google or Apple password

• Authentication tokens

• One-time verification codes

• Private keys

• Complete credit or debit card numbers

• CVV/security codes

• Firebase, API, or server credentials

• Any other password or secret used to access another account or service

SharkVPN Support should never ask you to provide your account password.

7. Support Request Status

A support request may move through different stages while it is being handled.

Depending on the issue, a request may be:

• Open

• In progress

• Waiting for additional information

• Resolved

• Closed

If additional information is needed, SharkVPN Support may reply to the request and ask you to provide further details.

Where supported, you may be able to reopen a resolved request by replying if the issue has not actually been resolved.

8. Support Notifications

SharkVPN may send an operational notification when there is an important update to your support request.

Depending on your settings and platform, this may include:

• Push notifications

• Email notifications

• Updates visible inside the SharkVPN application

Support notifications are intended to inform you that your request has been updated. For privacy and security, notification previews may contain only limited information.

9. Internal Support Notes

SharkVPN staff may use internal notes to investigate and manage support requests.

Internal notes are for authorized SharkVPN personnel and are not part of the customer-facing support conversation.

10. Account and Identity Verification

For security-sensitive requests, we may need to verify that you are the authorized owner of the SharkVPN account.

We will not rely solely on an unverified email message to perform sensitive account actions where additional authentication is reasonably required.

For this reason, some requests may need to be completed through the authenticated SharkVPN app rather than by email alone.

11. Account Deletion and Recovery

If you want to delete your SharkVPN account, use the account-deletion option provided through SharkVPN where available.

A standard deletion request may place the account into a 60-day recovery period. During this period, active access may be revoked while the account remains eligible for recovery.

Recovering the account does not restore or extend a subscription, trial, reward, or entitlement that has already expired or been consumed.

Please see our Privacy Policy and Terms of Service for additional information regarding account deletion and retained records.

12. Payments and Subscriptions

If your purchase was processed by an external provider such as Google Play, Apple App Store, or another supported payment provider, certain billing actions may need to be completed directly through that provider.

For example, cancelling or deleting your SharkVPN account does not necessarily cancel a recurring subscription managed by an external app store.

SharkVPN Support can help investigate the status of an entitlement or purchase verification, but refunds, cancellations, or payment disputes may remain subject to the policies of the payment provider.

13. VPN Access Problems

If SharkVPN will not connect, try:

• Confirming that your normal Internet connection is working

• Disconnecting and connecting again

• Selecting another VPN location

• Temporarily switching between Wi-Fi and mobile data

• Restarting the app

• Restarting your device

If the problem remains, create a support request and tell us:

• The selected VPN location

• Whether the connection fails immediately or after waiting

• Any error displayed

• Whether other VPN locations work

• Whether the issue happens on Wi-Fi, mobile data, or both

14. Slow VPN Performance

VPN speed can vary because of your Internet connection, physical distance from the VPN server, network congestion, device performance, routing conditions, and third-party networks.

If performance is unusually slow:

• Try a geographically closer VPN location

• Try another available server location

• Test your Internet connection with the VPN disconnected

• Reconnect to SharkVPN

• Try another network if one is available

15. Service Availability

SharkVPN aims to provide reliable service, but VPN nodes, support systems, authentication providers, payment providers, email services, and other external services may occasionally be unavailable or degraded.

If a service is temporarily unavailable, please try again later or contact SharkVPN Support if the problem continues.

16. Abuse of Support Services

SharkVPN may restrict support access where the support system is deliberately abused.

Examples may include:

• Automated ticket creation

• Excessive duplicate requests

• Spam

• Threats or unlawful content

• Attempts to exploit the support system

• Attempts to gain access to another user's account or support history

Reasonable technical limits may be applied to protect the availability and security of the support service.

17. Privacy

Information submitted through SharkVPN Support is handled according to the SharkVPN Privacy Policy.

Support information is used to investigate and respond to your request and may be retained where reasonably necessary for support, security, fraud prevention, accounting, legal, or operational purposes.

18. Terms of Service

Your use of SharkVPN and its support services is also subject to the SharkVPN Terms of Service.

19. Contact SharkVPN Support

For help, please use the Support section inside the SharkVPN application where possible.

You may also contact:

SharkVPN Support
Email: support@sharkvpn.app
Website: https://sharkvpn.app