If your ZenMate VPN client tells you to activate your subscription, even though you already have one, please follow the troubleshooting steps below.
- Make sure you're logged in with the correct email address or custom alias
Make sure that you are logged in with the ZenMate account you used when buying the subscription. You can check which email address you are logged in with on the Account/Settings view of the app/extension.
If you have assigned a custom alias to your ZenMate account, the alias will overwrite the e-mail address for ease of use when logging in but for recovering your account, the e-mail address will be used.
- Check your account status
Go to the account dashboard on zenmate.com and check your 'Account status'. If it says 'Free' but you have been billed, please go directly to step 3. If it says 'Premium' or 'Ultimate', skip step 3 and proceed to step 4.
- Log out and reboot
If your 'Account type' is Premium or Ultimate on the dashboard, but it still doesn't give you access to the functions and locations, try the following:
a. logging out from the ZenMate app
b. restarting your ZenMate browser
c. restarting the device and then logging in again
- If it still doesn't work contact support
We kindly ask you to include a copy of the payment confirmation you received for your purchase in your upcoming message.
Please be aware, due to your own security as a user, we cannot give out information about an account unless you contact us directly from the email address of the account in question. Therefore, please make sure to send us an email directly from the email address which you use for your ZenMate account and we'll be able to help you.