Frequently Asked Questions

If you are having trouble with your Hotspot Shield Installation for PC or Mac,
please review our FAQ's below

If you are having trouble with Hotspot Shield Elite or Hotspot Shield Elite brought to you by , please contact us support@hsselite.com or go to self support forum.
If you are having trouble with Hotspot Shield for iPhone or Android, please review our mobile FAQs.
If your answer is not found, you may also visit our user support forums.

• Installation and How to use

• How do I install Hotspot Shield?

  Click on the Download button on Hotspotshield.com to get the downloader. If you cannot access the website, please send a blank email to win(at)afprivacy.com (for Windows) or mac(at)afprivacy.com (for Mac) to get the installation file.

• How do I disconnect?

  Click on the green Hotspot Shield Icon in your icon tray or at the top of your browser to open the menu. Then click on the “Disconnect” option.

• How do I connect?

  Click on the red Hotspot Shield Icon on your desktop, or in your icon tray or at the top of your browser to open the menu. Then select the “Connect” option.

• How do I use it after I install the software?

  Click on the Hotspot Shield Icon in your icon tray to open the menu. Then click on the “Connect” option. Once connected, the Internet connection has been secured. Once you are logged in you can browse the Internet as you normally do - Hotspot Shield is running in the background, keeping you safe and providing you with private, secure access to the information you want.

• Why do I see extra ads when browsing with Hotspot Shield?

  The free version of Hotspot Shield is supported through advertising.

  If you would prefer not to see ads, you can purchase a subscription to our Elite version here: www.hsselite.com.

• Troubleshooting

• I have used Hotspot Shield for some time, but now I cannot connect. What should I do?

  Try disconnecting and reconnecting to get a new IP address. You may need to try this a few times. You can also try reinstalling the latest version of Hotspot Shield.  This usually solves most connection issues. If you do not have access to Hotspotshield.com to download latest version, please send a blank email to win(at)afprivacy.com (for Windows) or mac(at)afprivacy.com (for Mac) to get the installation file.

• I just downloaded and installed Hotspot Shield but it is not connecting. How can I fix it?

  It could be that your current firewall or anti-virus software is blocking Hotspot Shield from connecting or installing properly. Please make sure Hotspot Shield is not blocked by your other security programs.  It could also be that a particular IP address is blocked. Please try disconnecting and reconnecting and you will get a new IP address which may solve the problem. You may need to try this a couple of times. There may have also been an issue with installation.  You can try reinstalling the software.  (Note: you do NOT need to uninstall first.)

• I get an error message saying "Application not found"

  This error occurs when the default browser could not be opened; please set a default browser.

  • To set IE as the default: open IE then go to Tools -> Internet Options -> Programs tab -> Make default.
  • To set Firefox as the default: open Firefox then go to Tools -> Options -> Advanced tab -> Check Now -> Yes.
  • To set Chrome as the default: open Chrome then go to chrome://settings/browser and click "Make Google Chrome my default browser"
• I keep getting error about 127.0.0.0:895 after installing.

  This error message is generated when:

  • Software did not install correctly. Sometimes anti-virus programs stop installation of our VPN drivers and/or services. As a result VPN to our servers does not work. You must configure your anti-virus program to allow installation of Hotspot Shield.
  • Hotspot Shield service has not started. To verify this on Windows, go to Start > Control Panel > Administrative Tools > Services. Look for Hotspot Shield service. Verify that it has started. If it has not, click on “Start Service.” To verify that Hotspot Shield service has started on Mac, go to Applications > Utilities > Activity Monitor. Select all processes at the top. Search for “ajaxserver”. If you are able to find “ajaxserver”, Hotspot Shield is running properly.

• About Hotspot Shield

• What is Hotspot Shield?

  Hotspot Shield is software that allows users to:

  • Access any content or website anywhere in the world
  • Browse the Internet privately and protect your identity online
  • Secure your Internet connection making all of your browsing HTTP(S), ensuring that every site you visit is just as secure as your banking site
  • Secure your Wi-Fi connection from hackers.
• Am I always protected when Hotspot Shield is active?

  Yes. All information sent over the Internet is encrypted and passed through AnchorFree’s VPN. This ensures your security and anonymity.

• How does Hotspot Shield work?

  Hotspot Shield is designed to be a complete security package. Using 128-bit encryption, we send everything over a secure tunnel, protecting traffic between you and our VPN server so no one in between can snoop into your web-browsing session. For wireless devices, the most critical issue that Hotspot Shield addresses is securing the data traveling from your computer to your Wi-Fi access point.

  We protect your IP address and your online identity.  Hotspot Shield allows you to stay private, secure and have the ability to overcome censorship and access any website you want.

• Does Hotspot Shield secure every page I visit?

  Yes. It encrypts information sent over any HTTP site. HTTPS sites are already secured and encrypted.

• Does Hotspot Shield have bandwidth limitations?

  No. You can use Hotspot Shield as much as you like.

• How can I be confident that Hotspot Shield does not contain virus or spyware?

  Hotspot Shield is published by AnchorFree Inc., which is recognized by Verisign and other certificate authorities as a trusted software vendor. In addition, Hotspot Shield has received positive reviews from various reputable news organizations such as the Wall Street Journal, CNN, the San Francisco Chronicle, the New York Times, the Los Angeles Times, and the San Jose Mercury News. PC Magazine has named Hotspot Shield as one of the top free downloads. Gartner Group, one of the world’s best recognized analyst firms, has selected Hotspot Shield for their “Cool Products in Security as a Service” award.

• Which operating systems are supported by Hotspot Shield?

  Hotspot Shield supports Windows XP, Windows Vista, Windows 7 and Mac OS. There is also a separate Hotspot Shield app for iOS (iPhone, iPad and iPod Touch).

• What is Hotspot Shield Elite?

  What is the difference between your free software and your subscription Elite version?

  You will not see extra ads with Elite.  You also have access to Elite Network, advanced customer support and faster browsing.

• What languages are supported?

  English, Chinese, Arabic, Spanish, French, Russian, Vietnamese, Farsi, and Burmese.

• What is the Flash Trojan virus infecting Macs and how could it affect me?

  There are actually 150 variants of this virus in circulation. It typically gets installed on your Mac in the background when you visit a compromised or “infected” web site.

  The virus injects itself into Firefox and Safari, and steals private data you send through those web browsers, as well as containing the ability to download and install other malware. Thus it could function as a “sleeper” virus further compromising your computer weeks or months after it is installed if it is not detected and removed.

  This virus was widely distributed in the Mac community during April 2012. Most infections were installed without the user even knowing.

  Once implanted the virus can also cause your Mac to become part of a botnet of similarly infected Macs which can be controlled by the virus’ creator.

• ELITE Users

• How do I use my email to retrieve my Elite code?

  Go to the Hotspot Shield Elite login page
  Enter email next to Forgot Code?
  Your Elite Code will be sent to you.

• I forgot my Elite code. How can I retrieve it?

  A confirmation email with your Elite code was sent to you. Search your emails using to from and/or the subject from the email.

• How do I cancel my subscription?

  To cancel your subscription, follow these instructions:
  
  1. Log into Elite using your code
  2. Click the blue "Log-in" Button. Then, you should see "Welcome to Hotspot Shield Elite!" at the top of the log-in page
  3. Click on the "Buy" tab
  4. Click on the red "Cancel Subscription" button. The button will disappear after you click on it
  

• When retrieving Elite code I see this error: “There is no code associated with this email.”

  Your email is not linked to your account. Retrieve your code from using the order information. Go to the Hotspot Shield Elite login page hsselite.com/login.php
  Select your account provider next to Forgot Code?
  Click on the GO button.
  
  A new page called After-Purchase Services will open.
  Enter the your email order number and click SUBMIT
  If you do not know your order number, Enter your Email in the Finding your order number section of the page. Your Order Number will be emailed to you.
  In the section of the page called Receipt, click to see a copy of your receipt.
  The Elite code at the top.
  Click the green CONTINUE button to log into Elite admin page.
  If you are still unable to retrieve your code email us at support (at) hsselite (dot) com
  
  Where do I enter my Elite Code?
  Once you connect to Hotspot Shield on the home page you will see a banner to enter the code or you can log into hsselite.com/login.php and enter your code.

• After I enter my Elite Code, I still see Ads why?

  Make sure you are:

  • Connected to Hotspot Shield and Logged in as an Elite customer
  • Your subscription has not expired.

  To confirm you are connected and logged in, click on the shield icon in your system properties, you should see
  State CONNECTED
  Status ELITE
  Or you can make sure you are connected by confirming the shield is GREEN and you are logged into Elite by going to login page. If you were prompted to enter your Elite code, you are not logged in. Please enter code and click the Login Button.
  To confirm your subscription has not expired, got to login page and log in.
  Next to DAYS LEFT you will see the remaining days left on your subscription. If you see ZERO, you need to purchase another subscription.

• I am logged in and my subscription is not expired but I still see Ads what can I do?

  Clear your cache and retry. If the problem continues, email support (at) hsselite.com

• Who is Digital River?

  Digital River the company Anchorfree has partnered with to collect credit card and PayPal payments for the Hotspot Shield Elite product.

• I am being billed for Elite and I cancelled?

  Confirm you have cancelled your subscription.

• How do I update my subscription?

  Go to the After-purchase Service page, enter you email and Order Number
  Go to the Subscription Management Section and you can update or cancel your subscription there.

• How do I access my After-Purchase Service page?

  Go to the Hotspot Shield Elite login page
  Select your account provider next to Forgot Code?
  Click on the GO button.
  If you do not know your order number, Enter your Email in the “Finding your order number“ section of the page. Your Order Number will be emailed to you.

• How do I update my credit card information?

  Go to the After-purchase Service page, enter you email and Order Number
  Go to the Subscription Management Section and you can update or cancel your subscription there.

• What is Hotspot Shield Elite?

  Hotspot Shield Elite is a software that allows users to:

  • Access all content and websites anywhere in the world
  • Browse Internet privately
  • Secure your Internet connection

• Settings

• After installing, my search default has changed, how can I revert back to my previous search engine?

  Hotspot Shield provides you with the ability to use Hotspot Shield “Search Privately” search. This prevents third parties from collecting your private information. You can always reset your search default in the browser by clicking on the drop down button on the search box to select your preferred search engine.

• After installing, why has my home page changed? How can I revert back to the old home page?

  Hotspot Shield and our partner Conduit provide an option to set your home page to our services. You can always change your home page using your browser options.

• Uninstall

• How do I uninstall your Hotspot Shield Toolbar?

  Go to Start > Control Panel > Add or Remove Programs > Hotspot Shield Toolbar > Remove/Uninstall. Click “Yes” to confirm the uninstallation. If you are using Mozilla Firefox, go to Tools > Add-Ons > Extensions > Hotspot Shield Toolbar > Uninstall. Restart your Web browser.

• Do I need the Toolbar for Hotspot Shield to work?

  No, the Toolbar provides various useful services but is not essential for Hotspot Shield to work.

• How do I uninstall Hotspot Shield?

  For Windows:
  Go to Start > Programs > Hotspot Shield > Uninstall Hotspot Shield. Uninstalling Hotspot Shield is just like uninstalling any other Windows program. After you finish uninstalling, please open your Web browser and delete cache. Restart your Web browser. You are now done.

  For Mac:
  Go to Applications. Find Hotspot Shield and drag it to your Trash. Hotspot Shield will be fully uninstalled from your Mac.

If your question is not answered here, for further support email us at support(at)hotspotshield.com or visit our support forums at http://hotspotshield.uservoice.com.