Update on Account Time Freeze, Self-Service Refunds, and Future Billing

All Global Users Entered a Unified Free-Service Period

Starting from April 8 at 00:00, we began applying a unified free-service arrangement to all global users.

The reason is that LetsVPN uses a No Log service design. The system does not save connection source records that could be used later to identify where a user was located. To avoid mistakes caused by inaccurate region judgment, we can only apply one unified rule to all global users.

This means that April 8, 00:00 will be an important starting point for future compensation.

Account Time Freeze Became Available

On April 29 at 18:00, the account time freeze feature became available in Web Account.

This feature allows users to pause the use of their account time. After freezing, the account will be paused. If you later want to use the service again, you can unfreeze it at any time.

During the current issue, unfreezing will not cause any extra freeze-related charge.

We recommend affected users to freeze their account first because freezing makes the account status clear and stable. This helps us confirm the time boundary more clearly when handling compensation or refunds, and it also reduces repeated communication and manual checks.

Refund Status Tracking Became Available

On April 30 at 16:00, refund status tracking became available.

After a user freezes their account and submits a refund request, they can check the refund status by themselves. The current status types include:

At this stage, the status page does not show an estimated processing time or a specific refund amount. We understand that many users want more details, but while refund handling still requires manual review and operation, showing information that may not be stable or accurate enough could create more confusion. We want to make sure the status itself is clear and reliable first, then improve the information shown over time.

Full Web Self-Service Refund Flow Is Expected to Launch

To help users submit refund information earlier, we have already opened a simple entry point first.

On this basis, we expect to launch a more complete Web self-service refund flow on May 4. The new flow will reduce the need for repeated manual communication, help users submit the required information more clearly, and make later processing more orderly.

Please note that after the self-service refund flow is launched, it does not mean every refund will be completed immediately. After a refund request is submitted, it will still enter the processing flow and will be handled step by step based on account status, order information, and review results. There will still be some delay before completion.

We know that waiting can be stressful. That is why we are trying to make each step clearer: submitting a request, checking the status, entering processing, and completing the refund. At the very least, users should be able to know which stage their request is currently in.

Windows Version Is Expected to Be Released, Other Platforms Will Follow

The Windows version does not need app store review, so we expect to release it on May 5.

In the new version, we will add clearer entry points for account time freeze and self-service refunds inside the client, so users do not need to search repeatedly for these features. The main purpose of this update is to make account freeze, refund submission, and status tracking easier to find and complete.

Android, iOS, and macOS versions need to go through Apple or Google review. The review process is not fully under our control, and usually takes 2 to 3 days after submission. We will submit and follow up as soon as possible, and the versions will be released gradually after approval.

Normal Billing Will Resume, and Free-Service Time Will Be Added Back

Starting May 8, normal billing will resume. This billing point follows the local date of our company's operating location in Toronto.

From that point onward, all accounts that are not frozen will start using account time again under the standard rules. If a user freezes their account after that point, the account will stop using time from the actual freeze time.

At the same time, for accounts that are not frozen and continue to keep the service, we will add the free-service time from April 8 to May 8 directly back to the user's account. In other words, this period will not be treated as normally used paid time.

Please note that resuming normal billing only means the account time rules are returning to the standard state. It does not mean that the previous service scope arrangement has changed. If you are still affected by the service change in Mainland China, we still recommend that you freeze your account as soon as possible and submit a refund request after the self-service refund flow becomes available.

We understand that this date may make some users feel uneasy. Since April 8, all global users have been under a unified free-service arrangement. At the same time, we have continued to carry the cost of system development, customer support, account handling, and global service maintenance. Resuming normal billing allows accounts that are still using the service normally to return to the standard rules, and also helps us continue supporting account and refund processing.