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My Subscription Got Lost or Hasn't Been Activated

This guide covers common issues you may encounter when activating, restoring, or using your CyberGhost VPN subscription, and explains what you can do to resolve them.

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My Recurring Subscription Hasn’t Been Activated Automatically

Problems Manually Activating a New Subscription

Using Your Account After Reinstalling CyberGhost

Problems When Ordering or Paying 
 

My Recurring Subscription Hasn’t Been Activated Automatically

Recurring CyberGhost VPN subscriptions are normally activated automatically as soon as your payment is processed. If your subscription doesn’t appear to be active:

  • Verify that you're logged into the correct account: If you have more than one CyberGhost account, make sure you're signed into the account that was used to purchase the subscription.
  • Allow a few minutes for the activation to complete: In rare cases, payment processing and account activation may not occur immediately.
  • Check your payment confirmation: Confirm that your payment was successfully processed and keep any billing confirmation or receipt available.

If your subscription still isn’t active, contact CyberGhost Support and provide your billing confirmation. Our team can investigate the issue and help determine why the subscription wasn’t activated.

If you purchased your subscription through a third-party vendor, you can also contact the vendor directly for assistance with the payment or activation process. 

 

Problems Manually Activating a New Subscription

Note: Subscriptions purchased directly from CyberGhost VPN's website or via in-app purchase (App Store, Google Play, and Amazon Appstore) do not require an activation key. 

In some cases, such as offline purchases or certain promotional offers, your CyberGhost VPN subscription needs to be activated with an activation key. In these cases, your subscription won’t activate automatically. You'll need to enter the activation key manually in the CyberGhost client or on your account management page. You can find instructions for activating a key here.

If you receive an error message, it might be that someone has already used the key. Here are some common reasons that your activation key may be deemed invalid.

 

Using Your Account After Reinstalling CyberGhost

Reinstalling CyberGhost doesn’t affect your subscription; once you sign in with the account linked to your active subscription, you should be able to use CyberGhost normally and access the same features as before.

To access all features after reinstalling CyberGhost, such as after a system crash or operating system reinstallation, log into your account using your existing username and password. Make sure you log into the account with an active subscription. 

If you originally activated your subscription with a key, don’t enter the key again. Each activation key can only be used once, so attempting to reuse it will result in an error message.

If you purchased your subscription through the CyberGhost VPN app on Android, iOS, or Amazon Fire, select Restore Purchase from the initial login screen. The relevant app store handles the restoration process directly because in-app purchases differ from subscriptions purchased through the CyberGhost website.

 

Problems When Ordering or Paying

If you experience any issues while placing an order or making a payment, such as a declined or delayed payment, the appropriate support channel depends on where you purchased your subscription.

For subscriptions purchased through the Apple App Store, Google Play, or Amazon Appstore, billing is managed directly by the respective app store. If you need assistance, please contact the platform through which you made the purchase.

For subscriptions purchased directly from our website (or for general assistance), please contact our Customer Support team:

 

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