Contact
Get in touch
A question before you buy, help with an app, or something about a bill: check the quick answers below, or send us a message and it goes to our support team. We usually reply within one working day.
Before you write
Quick answers
You might find what you need straight away.
Can I get a refund?
Your first purchase is covered by a money-back guarantee: ask for a full refund within 30 days of your first purchase (14 days if you bought a monthly plan), and you don’t need to give a reason. If a renewal charge wasn’t wanted, cancel within 14 days of it and we’ll refund the unused part. App Store or Google Play purchases follow the store’s own refund rules. Email billing@darkmattervpn.com or read the refund policy.
Your first purchase is covered by a money-back guarantee: ask for a full refund within 30 days of your first purchase (14 days if you bought a monthly plan), and you don’t need to give a reason. If a renewal charge wasn’t wanted, cancel within 14 days of it and we’ll refund the unused part. App Store purchases follow the App Store’s own refund rules. Email billing@darkmattervpn.com or read the refund policy.
How many devices can I use?
Up to 5 devices at the same time on one plan, on any mix of Windows, macOS, iOS, Android and Fire TV.
Up to 5 devices at the same time on one plan, on any mix of Windows, macOS and iOS.
Where do I get the apps?
Apps are available for Windows, macOS, iOS, Android and Fire TV. Choose your device for the right download or store link, then sign in with your DarkMatter account.
Apps are available for Windows, macOS and iOS. Choose your device for the right download or store link, then sign in with your DarkMatter account.
When does my plan renew, and how do I cancel?
Your plan renews at the end of each term at the renewal price shown before you paid, unless you cancel. You can cancel from your account at any time, which stops future renewals. How cancelling and refunds work.
The VPN won’t connect. What should I try?
Check your internet works with the VPN off, try a different server, then a different protocol in the app. Some networks block VPN connections, so we can’t promise it will connect everywhere. The help centre has more steps.
Send us a message
Your message reaches our support team as a ticket, and we reply by email, usually within one working day. If you already have an account, use the email address on it so we can find your subscription.
Already a customer?
Sign in and open a support ticket from your account. It’s linked to your account and plan, and every reply stays in one place where you can follow it.
The ticket form is inside the account area, so you’ll be asked to sign in first.
Looking for an answer?
The help centre covers plans, refunds, privacy, the apps and connection problems. The Trust Centre explains exactly what we hold.
Company details
Darkmatter VPN LTDRegistered in England and WalesCompany number 13230150Registered office: 86-90 Paul Street, London, EC2A 4NEDeciding whether DarkMatter is right for you?
See what every plan includes, with renewal prices shown up front.