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Frequently Asked Questions

How can I get support?

Support for SwissVPN is only offered via e-mail; please fill in the support form, and we will get back to you. No telephone support is available for SwissVPN, sorry.

WEB.DE mail users: we answer all mail, however delivery of our mails to web.de is sometimes a problem. Please check your filters as some of our mails get lost somehow on web.de.

Network Status

Network Status

I have lost my username/password – how can I retrieve it?

Please see the lost credentials page.

What protocol does SwissVPN use for the VPN connection?

SwissVPN works with the Point-to-point tunneling protocol (PPTP), which is supported under all major operating systems.

Alternatively, OpenVPN, SSTP or L2TP can be used if PPTP does not work (due to firewalls etc.).

How is the data that passes through the VPN tunnel encrypted?

  • PPTP: 128-bit MPPE encryption, authentication protocol MS-CHAPv2.
  • OpenVPN: SSL/TLS secured channel for authentication and key exchange; encryption of user traffic: Blowfish (168 bit).
  • SSTP: SSL/TLS secured channel for all communication; encryption algorithm: AES/RC4 (128 bit).
  • L2TP: IPsec; Phase 1: AES/SHA1 with DH; Phase 2: AES/SHA1 (128 bit) with PFS.

Can I use SwissVPN through my Cable/DSL router or firewall?

  • PPTP: if your router/firewall supports PPTP pass-through, you should have no troubles connecting. Many routers/firewalls handle PPTP connections fine even though they do not explicitly advertise PPTP pass-through capability. Your firewall rules must be set up to allow outbound connections on TCP port 1723 and IP protocol 47 (GRE).
  • OpenVPN/SSTP: only TCP port 443 (normally used for HTTPS) needs to be open for outbound connections
  • L2TP: UDP port 500 and 4500 must be open for outbound connections

Can I connect to SwissVPN with multiple computers at the same time?

Each SwissVPN account can only be used for one concurrent connection, but you can of course buy additional accounts at any time. Please note that some routers/firewalls have troubles handling multiple VPN connections to the same destination.

Can I test SwissVPN access before I purchase?

If you want to be sure that you can successfully establish a connection to SwissVPN before you purchase an account, you may use the following test credentials to log in:

Standard-/PPTP-VPN

  • VPN server: connect.swissvpn.net
  • Username: swissvpntest
  • Password: swissvpntest

The test account can also be used for tests via OpenVPN. Unfortunately not via L2TP/IPSec and SSTP at the moment.

Simply follow the SwissVPN setup guide for your operating system (see above) and substitute these credentials where it says to enter your "SwissVPN user name and password".

Note that this test account can only be used to connect to www.swissvpn.net – but you may check the VPN indicator next to the SwissVPN logo (see screenshot below) to verify that your VPN connection was successful (you may have to click the Refresh button in your browser to see the logo).

What does the firewall option do?

The firewall option provides a stateful packet filtering firewall for your SwissVPN connection. It supports TCP, UDP and ICMP and prevents incoming connections from the Internet from reaching your computer, while allowing all outbound connections (active FTP mode is not supported).

The firewall option is currently available for PPTP-VPN and OpenVPN, unfortunately it's not yet available for L2TP/IPSec and SSL VPN at the moment.

If you have purchased the firewall option, you can enable or disable it at any time using the My Account page. You can also specify up to 5 TCP/UDP ports that you would like to be open for inbound connections.

  • VPN server with management for 5 TCP/UDP ports (only for PPTP):
    connect-fw.swissvpn.net

To add the firewall option to an existing account, simply renew it by at least one month and choose the firewall option when you renew.

Note that this is not a spam, anti virus or content filter. It is strongly advised that you install the latest security updates for your operating system and keep an up-to-date anti virus software installed on your computer even when using the firewall option. Monzoon Networks AG makes no guarantees that third-party applications will work with the firewall option, or that having the firewall turned on will protect your computer against all threats from the Internet.

I get "error 691" when I try to connect – what can I do?

This error usually has one of the following causes:

  • The user name or password is incorrect.
    • Make sure that you enter your user name and password exactly as displayed after your purchase, or in the receipt e-mail.
  • Another computer is already connected with the same account.
    • If you're certain that no other computer is connected, wait a few minutes and then try to connect again.
  • The account has expired.

I get "error 619" when I try to connect – what can I do?

This is usually caused by your router/firewall not passing GRE/PPTP packets properly. Try rebooting your router, adjusting its settings, or using another type of router. If that doesn't work, try OpenVPN.

What can I do if my ISP/router/firewall/company will not allow PPTP VPN?

You might want to try our OpenVPN service that only requires port 443 (normally used for HTTPS) to be open.

I've got problems with the DNS servers of my Internet Service Provider – what can I do?

If you've got problems with the DNS servers of your Internet Service Provider, you are welcome to use the internationally accessible Monzoon DNS servers:

  • 80.254.79.157
  • 80.254.77.39

For a manual DNS setup please check the manual of your operating system.

Will I get a public IP address when I connect to SwissVPN?

Yes, you will receive a (dynamically assigned) public IP address for the duration of your connection to SwissVPN.

Can I get a static Swiss IP address?

Yes, this service is now available (only PPTP, but no OpenVPN) - You get your own, static IP address for professional services through a fully transparent Internet connection for just 10 CHF/month (6 months minimum). Due to regulations we need a small signed contract with you – just download this form, fill out and fax/mail. Please allow 2 working days to setup your service!

Static IP address - download contract

What about IPv6 support?

SwissVPN now supports IPv6 as well (dual stack IPv4/IPv6)! This dual stack operation is increasingly important to ensure that your native IPv6 connection doesn't bypass your VPN, but is routed through the encrypted VPN, too.

PPTP and L2TP connections to will automatically obtain an IPv6 address if the client supports it. OpenVPN and SSTP are not supported at this time.

At this time only Windows 7® is known to be compatible. Feedback about your experience is greatly appreciated: contact form

Testing L2TP/IPsec VPN

As an alternative to PPTP, and more efficient than SSTP/OpenVPN, you can now also connect to SwissVPN via L2TP over IPsec.

Please use the following server address: connect-l2tp.swissvpn.net
Pre-Shared Key (PSK, secret): SwissVPN

Windows 7®, Mac OS X® 10.7 and Apple iOS® (iPhone®/iPad®) are known to work. All features (firewall, IPv6, test account) work just like with PPTP VPN.

Feedback about your experience is greatly appreciated: contact form

Testing SSL VPN (SSTP)

SwissVPN is now reachable over SSL VPN (SSTP) as well. This new type of VPN uses SSL technologies known from secure Web browsing for building VPN connections. At SwissVPN, we have started implementing this new option; it is currently available for testing for registered users (not for the test account, sorry!).

Please use the following server address: connect-sstp.swissvpn.net

There's currently a little drawback: as far as we know, only the VPN clients built into Windows Vista®, Windows 7®, Windows 8® and Windows 8.1® support this promising new VPN protocol. Also, the firewall option is not supported at this time.

Feedback about your experience is greatly appreciated: contact form

How can I send e-mail while connected to SwissVPN?

You can either use webmail (if your e-mail provider offers it), or you may send e-mail directly via the SMTP server of your e-mail provider (most providers require authentication before allowing you to send e-mail via their SMTP servers while not connected directly to their network). SwissVPN does not offer access to an SMTP server.

Do I still need Firewall, Antivirus, etc.?

If you've purchased the firewall option for your SwissVPN account, you are already protected from the most common threats from the Internet. Otherwise, installation/use of a separate software firewall on your computer is highly recommended. Note that some personal firewall software can interfere with your SwissVPN connection (common problem: error 619).

Monzoon recommends having up-to-date anti-virus software installed on your computer in any case.

Are there traffic limits?

There is no limit on traffic volume within your SwissVPN access, however you may not get the wirespeed of your local Internet access due to load conditions on international routes and local transits.

Can I change my password?

Yes, you can use the My Account page to change your SwissVPN password at any time.

How can I check the validity/expiration date of my account?

Simply log into the My Account page to view the expiration date of your account, and to renew/extend it if necessary.

How can I ensure that my computer only connects to the Internet via SwissVPN, and not directly?

The most reliable way of achieving this is by installing a separate router/firewall between your computer and the Internet. Configure the firewall to only allow outbound connections with the following protocols:

  • DNS (TCP/UDP port 53)
  • PPTP (TCP port 1723), for PPTP VPN
  • GRE (IP protocol 47), for PPTP VPN
  • HTTPS (TCP port 443), for OpenVPN
  • IPsec (UDP ports 500 and 4500), for L2TP/IPsec

We do not recommend a particular model or brand of router/firewall; however, please note that some home routers (like Linksys, D-Link, Netgear etc.) may not offer the ability to block all connections aside from the aforementioned ones in their web interfaces.

My router has a built-in PPTP client feature. Can I use it to connect to SwissVPN?

Probably not. The PPTP client in most SoHo routers is only intended for use with certain types of DSL connections that use PPTP (instead of PPPoE/PPPoA) to connect to the ISP. Usually, encryption is not even supported.

Do you offer a referral/reward program?

Yes, there is now a referral program available where you can earn CHF 1 per referred account/month (e.g. referring one 5-month account or referring 5 one-month accounts would both earn you CHF 5). The referral premium is paid monthly via PayPal; the minimum amount paid is CHF 10.

If you are interested, please contact us and mention the PayPal address where you would like to receive payments. We will then give you a link with a referral code that you can distribute to your customers.

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