How can we help?

Create an account in Atlas Connect or on the account website. Use the same email and password in both places. In the app, account options are available from the welcome screen and Settings → Account.

Your account connects website purchases with access in the app. Creating an account alone does not activate a paid package.

New accounts verify their email before access is activated.

Check your email and password. New passwords use 8–128 characters and include an uppercase letter, a number and a symbol. Passwords are not trimmed.

Choose Forgot password? on the sign-in page or from the account password page. Enter the six-digit email code and a new password. Resetting a password signs out other sessions. Never send your password to support.

New accounts must verify their email using a six-digit code before VPN access is available. Codes expire after five minutes. Check spam or request a new code after the resend countdown.

The current app uses email accounts. Old invitation codes and device approvals do not replace account sign-in.

Sign in to the account website, choose an available package and continue to Stripe. The website shows the price, currency and duration before checkout. Payments are available only when checkout is enabled.

After Stripe confirms the payment, return to Atlas Connect using the same account and refresh your access. If the website says payments are not available yet, your account is ready but checkout has not opened.

Check that the website and app use the same account. Keep the website open while it checks payment confirmation, or use Refresh access. Return to the app and refresh your account.

A return from Stripe can arrive before payment confirmation. If access stays pending, contact support with your account email, purchase date and receipt reference. Do not send card details or make another payment just to refresh access.

Current packages are one-time purchases for a fixed period. They do not renew automatically. A successful new purchase immediately replaces the previous package’s remaining time and data. Nothing carries over. Packages include 30 GB for 30 days, 100 GB for 90 days, or 400 GB for one year. Access ends when either the data allowance is used up or the time expires. Uploads and downloads across both routes and all devices count together (1 GB = 1,000,000,000 bytes). You can buy a new package at any time. Usage is checked periodically, so the final total may slightly exceed the allowance.

Your account shows the access expiry. Prices and available packages are shown on the website.

Email atlasconnect@elviont.nl with the account email, date, receipt reference and a description of the issue. Atlas Connect support can investigate website purchases processed through Stripe. A request does not guarantee a refund.

A fully refunded or disputed purchase no longer provides access. Never send your full card number, security code or account password.

iOS requires your permission before Atlas Connect can create its VPN configuration. Approve the system prompt when you are ready to connect. The app cannot route traffic through the VPN until permission is granted.

Open Settings → Connection route and select the route you need. Available locations and connection controls follow that selection. Statistics also follow the selected route, keeping its usage separate from the other route.

Location and route availability depend on the service configuration. Check the app for the current options.

1. Confirm that Wi-Fi or mobile data works, and check your account access.
2. Disconnect the VPN, wait a moment and reconnect from Home.
3. Review VPN permissions in iOS Settings and make sure another VPN is not connecting at the same time.
4. If the profile appears stuck, use the reset option under Settings → Advanced. The app recreates its VPN profile on the next connection.

If it still fails, send support the stage where it stops and the error shown.

Check the underlying Wi-Fi or mobile connection, then use Settings → Speed test while connected to the VPN. Speed tests transfer data and results vary with the network, route and server load.

When reporting a problem, include the selected route, approximate time and whether it affects Wi-Fi, mobile data or both. Do not include VPN credentials.

In the app, open Settings → Account → Delete account, enter your current password and confirm. If you cannot reach Settings, contact atlasconnect@elviont.nl from your account email.

Deletion removes account credentials, sessions, package records and linked usage from the active account database and revokes access. Limited transaction-retirement records and payment-provider records may remain. Deletion does not automatically refund a purchase. Signing out or deleting the app alone does not delete your account.

Include your app version from Settings → About, iOS version, device model, the selected route, and the steps that led to the issue. A screenshot can help; hide passwords, VPN credentials and other sensitive details first.