IP Address

A: The IP address changes every 24 hours.

A: No, the IP address will change automatically.

A: No, the IP address will always be located within the US.

Compatibility

A: Anonymizer software will work with any browser except AOL, as this browser does not accept proxies. Please only use this browser to visit trusted sites that do not require added security. Anonymous Surfing only functions with specific versions of browsers depending on your Operating System. See Anonymous Surfing for further detail. Please also note that Beta versions of browsers are not supported until the full version is released.

A: Any time Internet traffic is redirected and encrypted a slight delay may occur. This is especially true for International customers as the Internet traffic is passing through our servers in the US.

A: Our services can be used with any Internet connection.

A: All Anonymizer products are compatible with Windows 2000/ Windows XP/ Windows Vista. Please see Anonymous Surfing for specific browser compatibility by Operating System. The Total Net Shield service can be used with other Operating Systems, such as Macs. Please Email Support for details. Nyms is available through our Web site, www.nyms.net, and is compatible with all Operating Systems.

A: Anonymous Surfing requires the Microsoft .NET Frameworks and Microsoft Visual C++ 2005 to function, as well as the Microsoft updates for these Microsoft programs. This requires a Genuine copy of Windows to receive these updates. An active Internet connection is required to use and update Anonymous Surfing. The Total Net Shield software requires an up to date Windows Operating System and an Internet connection.

A: Anonymizer services do not support Peer to Peer programs. Anonymous Surfing anonymizes and secures Web browser traffic. Total Net Shield anonymizes and secures Web browser traffic, and Yahoo and Windows Messenger.

A: They are compatible with 32 bit browsers run on 64 bit Vista machines. They are not supported on 64 bit XP machines.

Visibility

A: Your Internet Service Provider (ISP) is able to determine that your Web browsing traffic is connecting to the server being used by Anonymizer that day, as well as the volume of traffic you are passing through your Web browsers.

A: The Web sites you visit will be able to see the browser you are using, the Operating System, and the character set. Anonymizer will provide the IP address and location. All cookies placed by a Web site will detect and record the Anonymizer IP address.

User Name/Password

A: If you have forgotten your username and/or password, please visit: Recover Password

A: The username cannot be changed but the password can be changed by visiting: Update Password
 The contact email address can be changed by visiting: Update Email

A: This is occurring because you are either blocking or filtering cookies. Please change your settings to allow all cookies when accessing our site.

License Key

A: To retrieve your license key, please visit: My Subscriptions

A: Only one computer can be going through our services per username. If you would like to use our services on multiple computers please purchase a new subscription with a different username. For additional information please see our Terms of Use.

Downloads

A: To download your software please visit: My Downloads

A: The download will be available for 14 days after you purchase the software unless you ordered the Extended Download Service. Customers purchasing through Plimus will have the download available for 24 hours unless you ordered the Extended Download.

A: Log on to My Account Home, click on "My Downloads" on the left, then go to the "Reorder Extended Download Services" box on the right.

A: If you do not have any downloads available, you may have not ordered the extended download guarantee. Please log into My Account Home, My Downloads on the left, Reorder Extended Download Service box on the right.

A: The download time varies depending on the product that you purchase and the type of Internet connection that you have. We encourage customers with a Dial-Up connection to purchase a Back Up CD.

Payments/Renewals

A: You can either ensure the Autobill feature is turned on and your credit card will be automatically billed or reorder through the Anonymizer Web site. Please enter your current username and password under Returning User and the purchase will be applied to your current subscription.

A: Please run the Configuration Wizard to restore the browser setting or click on Running in Secure Mode and ensure Running in Insecure Mode is shown when you order the software.

A: It usually takes 1-2 weeks until your account is created, depending on mailing time. If after this time your account has not been created, please call Anonymizer Support at 1-888-270-0141 or 1-858-202-5084 for assistance Monday through Friday or Email Support.

A: Refunds will only be given within 30 days of purchase or renewal of Anonymizer software and services made on the Anonymizer Web site. If you purchased the software through a reseller please contact that company for refund information. To request a refund, please contact Anonymizer Customer Support:
Monday - Friday, 7:30am-5:00pm
Within US: 1-888-270-0141
Outside US: 1-858-202-5084

Credit Card

A: Please call Anonymizer Support at 1-888-270-0141 or 1-858-202-5084 for assistance Monday through Friday.

A: Anonymizer also offers the option to pay via cash, check or money order. Please click mail payment for the address and to download and print the order form.

Auto-Billing

A: To turn your Autobill setting on/off, please visit: My Subscriptions. The selection in Bold is the current setting.

A: An email will be sent to the email address on file 7 days prior to autobilling and 14 days prior to account expiration, and the day the account expires or the autobilling is conducted.

A: If you purchased the service initially from another company or through PayPal we do not have your credit card information on file. If the service you initially purchased is no longer available you will not automatically billed. If the card on file has expired or changed you will need to renew through the Web site or call Customer Support at 1-888-270-0141 or 1-858-202-5084 for assistance Monday through Friday.

A: Autobilling occurs 45 days prior to expiration. This allows time for any billing errors that occur to be corrected before the customer suffers a lapse in service. The new expiration date will be from your current expiration date, not the date of the autobill.

A: Anonymizer maintains the staunch commitment to listening to our users' anonymity concerns and needs, thus providing the highest quality offerings available. Some of our products provide important capabilities, but are neither unique nor distinctive to Anonymizer. To ensure we are focusing on our core Anonymizer tools and making them the best they can be we have decided to discontinue offering our Dial-Up, Digital Shredder Lite and Anti-Spyware features, effective September 15, 2008. We can remain focused on our unparalleled Anonymous Surfing, Total Net Shield, and Nyms services.

Cancel

A: To cancel an account, please call Anonymizer Support at 1-888-270-0141 or 1-858-202-5084 for assistance Monday through Friday or Email Support.