Before contacting support
If the issue is urgent or the app is not working, users can contact support right away. Otherwise, they should first check the in-app Help section for common questions and troubleshooting steps.
Make sure the device has an active internet connection.
Update KlarVPN to the latest available version, if an update is available.
Take a screenshot of any error message or unusual app status.
Keep the KlarVPN account email or account ID ready, if available.
Where to get help
KlarVPN includes a Help tab with built-in support articles for common VPN, account, subscription, diagnostic, and legal questions.
Open the KlarVPN app.
Tap Help in the bottom navigation bar.
Review the article that matches the issue, such as VPN connection, Account & Subscription, or Diagnostic information.
If the Help article does not solve the issue, contact support at [email protected].
Help and Support top section | 
Help and Support lower section |
When to contact support
Contact support when the user has already tried the relevant Help article or when the issue blocks them from using KlarVPN.
KlarVPN does not connect after basic checks.
The app shows an error message or unusual connection status.
The user cannot sign in or access account details.
The subscription, billing, or plan status looks incorrect.
Support specifically asks for diagnostic information or logs.
Support email
For connection issues, the in-app help article shows [email protected] as the support email.
When reporting a connection issue, include the time of the failure, device model, operating system version, and the country or location the user was trying to connect to. Because support cannot diagnose the issue from browsing activity, describing the symptom clearly helps the support team investigate.
Support email shown in connection help article |
What to include in a support request
A clear support request should include enough context for support to reproduce or investigate the issue.
Account email and account ID.
Device model and operating system version.
KlarVPN app version, if available.
Current VPN status and selected location.
Approximate time of the issue and time zone.
Screenshots of the error or status screen.
Steps already tried, such as reconnecting, changing location, switching networks, or signing out and back in.
Copy-ready support request template
|
Account email and account ID in Profile |
|
Technical logs
The Logs tab can show technical VPN setup messages that help diagnose connection problems. These logs are technical app and VPN connection logs, not browsing history.
Users should share logs only if support asks for them. If support requests logs, the user should send only the relevant information requested by support.
 Technical logs screen |
What not to send
Users should avoid sending sensitive information that support does not need.
Do not send account passwords.
Do not send payment card details or app store credentials.
Do not send one-time codes or private authentication tokens.
Do not send unrelated personal files or screenshots that show private information.