Billing and Payments

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How can I cancel my recurring payment?

The subscription renews automatically at the end of each period and your preferred payment method will be charged, unless you choose to cancel the automatic payments.


You can cancel your account at any time and your subscription will remain active until the end of the period.


Click here to cancel your subscription and future payments.


For subscriptions purchased through the Play Store, check this Google Play support article about subscription cancellation: https://support.google.com/googleplay/answer/7018481


For subscriptions purchased through the App Store, check this Apple support article about subscription cancellation: https://support.apple.com/HT202039

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What is our 30-day money-back policy?

Your satisfaction is our main goal. If for any reason you’re unhappy with your experience, you have a full 30 days to get reimbursed on any plan you choose.


While our 30-day refund policy allows customers to use Hola VPN risk-free, we must also protect ourselves from fraud. Therefore, we reserve the right, in our sole discretion, to limit or deny refund requests in cases where we believe there is refund abuse. Without derogating from the above, a customer will not be entitled to receive a refund more than once.


iOS payments are processed directly through Apple (instead of Hola VPN), hence, we are unable to offer refunds for in-app purchases made with your Apple account. More information can be found in Apple's refund policy: https://support.apple.com/HT204084.


If you’re looking for instructions on how to submit a refund request, please click here.


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When will I receive my refund?

Refund requests are submitted to your payment processor or financial institution, immediately after Hola has received and processed your request. It may take between 5 to 7 business days (and in some cases longer) for the refund to appear in your account, depending on your financial institution or location.

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I requested a refund more than 7 business days ago, but I still do not see it in my bank account. Where is my refund?

As noted before, it may take between 5 to 7 business days for the refund to be visible in your account after Hola has processed your request, depending on your financial institution or location.


Some refunds, however, may not appear in your account for up to 30 days. If it has been more than 7 business days since the refund was processed by Hola, please contact your bank directly to inquire about the status. If the bank does not see the refund in their records, please contact our friendly support team and they will help you out!

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Are there any additional payments or hidden costs?

There are none! It's a one time purchase.


Once your account passes the expiration date, the subscription will be automatically renewed. If you have canceled the auto-renewal, you will need to resubscribe to our services to continue using them.

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How do I change my payment information?

If you paid with your credit card, you cannot change your payment method after subscribing. You can choose to cancel your subscription renewal and once expired renew it using a different payment method.


If you paid via PayPal, the Google Play store, or the Apple App Store, you need to change your payment details directly with the specific payment provider.

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How do I change my plan?

You cannot change your plan after subscribing.


You can choose to cancel your subscription renewal and once expired, choose a plan that better suits your needs.


If you are still interested in changing your subscription type, please contact our friendly support team and they will help you out!

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My account is still not active, even after making a payment.

The verification of payments can take some time and your account might be inactive until they are fully processed.


When you purchase the subscription, no additional activation is required and your account will be updated as soon as your payment is processed.


If you are having issues with the payment, please get in touch with our support team and they will help you out!

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I did not receive an activation email.

The activation of subscriptions purchased via Google/Facebook will happen automatically after the payment process is complete.


If you signed up via email, please access your email’s inbox and search for an activation email for your new account. If you can’t find it, make sure to check your junk, spam, promotions, and other folders of your email account.


If you still can’t find it, please go to hola.org website and click on "Sign up" at the top of the page.


Enter the email address you signed-up with and select a new password.


Once signed up, your account should be activated.

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How do I change my email address?

You cannot change your email address while your subscription is active. Please contact our friendly support team and they will help you out!

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My account still appears as free, even after making a payment.

Your membership is associated to the account you used for registering to Hola VPN when you first signed up.


The email you received from Hola VPN after starting your subscription indicates which account is connected to your membership.


Note: the verification of payments can take some time and your account might remain inactive until they are fully processed.


If you already received a payment receipt, but your account is still inactive, please contact our friendly support team and they will help you out!

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Why am I unable to make a payment?

If you've encountered an error while attempting to make a payment, this article explains how to solve common reasons for payment issues.


  • Incorrectly entered information: please make sure that you entered the full name of the card owner, exactly as it appears on the card.


  • Incorrect CVC code: please ensure that you’re only entering numbers and the code is accurate.


  • Outdated saved payment method: if you’re encountering issues while trying to purchase a subscription with a previously saved preffered payment method, try to delete it and add it once again, to make sure that the details are correct and up-to-date.


  • Using a debit card: in some countries, debit cards do not allow foreign transactions. Call your bank to ensure your card is authorized for international purchases.


  • Issuing country for the card is different from the country of residence: if the issuing country for your card is different from your country of residence, your card might not be approved. Please try a different payment method, or contact your bank.


  • Attempting payments while using a VPN: multiple IP addresses can result in authorization problems and failed transactions. We advise that you refrain from using a virtual private network (VPN) while making a purchase.


  • Browser isn’t working correctly due to caching issues: if you’re receiving a notification that your card information looks invalid, there may be a caching issue. Please clear your browser’s cache and try again.

Still stuck? Your bank should have more information.


Some of the most common reasons banks decline payments include: insufficient funds, card purchase limitations, and card security policies. We recommend that you contact your financial institution directly to help you solve the issue.


It’s important to let your bank know that you would like to release a payment to Hola VPN, which is based in Israel.

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I signed up using my Google/Facebook account, how can I add an email login method?

Please complete the following steps:


  1. Open hola.org and sign out of your account.


  2. Click on 'Join' and select 'Join with Email'.


  3. Insert the same email address (as for Google/Facebook) and type your desired password.


  4. Go back to your email's inbox and verify your account.


This method will automatically connect your email address to your account.

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