/hc/en-us

My account is Premium, but I still can't access all features and locations. What should I do?

If your ZenMate VPN tells you you need to activate Premium, even though you already have a Premium account, please follow the troubleshooting steps below. 

  1. Make sure you're logged in with the correct email address 
    Make sure that you are logged in with the ZenMate account you used when buying Premium. You can check which email address you are logged in with on the Account/Settings view of the app/extension.

  2. Check your account status 
    Go to the account dashboard on zenmate.com and check your 'Account type'. If it says 'Free' but you have been billed, please go directly to step 4. If it says 'Premium', continue to step 3. 

  3. Log out and reboot
    If your 'Account type' is Premium on the dashboard, but it still doesn't give you access to the Premium functions and locations, try logging out from the ZenMate app, restarting your ZenMate/browser/device and then logging in again.

  4. If it still doesn't work contact support
    We kindly ask you to include a copy of the payment confirmation you received for your ZenMate Premium purchase in your 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 Premium account and we'll be able to help you.
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