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Top 5 FAQs

1. I can't connect to Hotspot Shield. The state stays on “Waiting on Server”. Why can't I connect?

Make sure you are connected to the internet. If you are connected to the internet, then you will need to add a patch to address connection issues. Please follow these instructions:

1. Send email to win_sd@afshield.com (If blocked, use web mail like Yahoo Mail or Hotmail). Please be sure to put “SAFE TRAVEL” in the subject line.
2. We will reply to you with an email. Save the attachment that arrives with that email.
3. Rename the file's extension from “.safe” to “.exe”.
4. Run attachment
5. Launch Hotspot Shield and connect. You will see a GREEN Shield in your tool bar to show that you are connected.

2. What do I do if I can't access a certain web site while connected to Hotspot Shield?

1. Make sure you have the most recent version of Hotspot Shield.
2. Make sure you are connected and logged in to Hotspot Shield.
3. Disconnect and reconnect.
4. Try to access the website. If you cannot access the website, check if you can access the website while disconnected to Hotspot Shield.

If you cannot access the website while connected and disconnected from Hotspot Shield, email us. Please send a screenshot of that webpage and error messages (if any).

3. I can't download Hotspot Shield. Where can I download Hotspot Shield?

If you cannot download Hotspot Shield from our website, then try downloading Hotspot Shield.

If you still cannot access these links to download Hotspot Shield, email us.

4. Why is my speed slow when I am connected to Hotspot Shield?

Follow these instructions to to troubleshoot this issue:

1. Clean up your cache/cookies in your web browser
2. Restart your computer
3. Connect to Hotspot Shield
4. Log in with your Elite code
5. Uninstall and reinstall Hotspot Shield if speed does not improve.

If speed does not improve at all, check your speed when connected and disconnected to Hotspot Shield Elite. Then check your IP address when connected to Hotspot Shield. Email us your speed results and IP address (when connected to Hotspot Shield Elite)

5. Why do I still see ads? I am a Hotspot Shield Elite User.

If you are still seeing ads, it is likely that you are not logged into Hotspot Shield Elite. Follow these instructions to successfully log into Hotspot Shield Elite:

1. Connect to Hotspot Shield FREE version
2. Connect to Hotspot Shield. Make sure you are connected. Shield in task tray should be green.
3. Close all browser windows
4. Open new browser window and go to Elite Login page
5. Enter your Elite code below “Log-in anonymously with your access code”
6. Click the Blue Log-in Button. You should see “Welcome to Hotspot Shield Elite!” on the top of the log-in page.

If you are reconnecting (for instance, after your computer is sleeping or laptop is closed), you will need to log-in to Elite manually again.

To confirm your subscription has not expired, go to the Elite 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.