FAQs

Customer Login

FAQs

Frequently Asked Questions

How can I get support?

Paid customers please go to http://www.itshidden.com/Helpdesk Free customers are asked to use our FAQs.

WE CAN ONLY HELP WITH ACTUAL VPN ISSUES, WE CANNOT OFFER SUPPORT TO SOFTWARE PACKAGES. SPEED ISSUES ARE LIKELY TO BE ISP RELATED AND BEYOND OUR CONTROL, ALL LOCAL CONNECTIONS ARE MONITORED 24 HOURS A DAY.

I have lost/forgotten my Username/Password?

Simply go to the Login Box at the top right of the page and click on the link provided.

How do I set up ItsHidden.com?

Please refer to the HowTo section.

My connection is slow(Free)?

At peak times our servers are very busy and although we try to maintain a good service there are times when we have to take servers down for maintenance the service may slow.

My connection is slow(Paid)?

These connections run on very fast equipment and tier 1 bandwidth and should not be slow. There are however some considerations. If you connect from a very busy network into ours we can only connect you at the slowest point in this chain. Our servers are based in Amsterdam so here is a good way to test the connection:

Got to speedtest.net when logged in. Click on the nearest connection to the server. Log out of itshidden and click on the same location again. If there are no major differences it is your ISP's connection. If there are major differences we will be responsible for looking into this and finding out why!

My DNS does not work from my provider(Page cannot be displayed)

You can use OpenDNS while we set up DNS servers. These details will be posted shortly.

I get error 619 when trying to connect?

The packets we need to connect you to our service(PPTP) are being blocked. Please restart your router and if this does not work adjust the settings.

I get error 691 when trying to connect?

This means your username or password are incorrect.

How can you offer a Free Account?

We hope to be able to offer paid accounts shortly that will offset the cost of the Free Accounts by adding features such as Port Forwarding etc. We have a high number of daily logins already but there is alot left in the system yet and until those resources are fully used we will continue to offer the Free account.

Why can I not connect on certain ports?

We have had to block certain ports as a small minority where abusing our service. This has reduced abuse reports by 99% which means we can get on with making the service better!

I want to delete my account, how do I do this?

Simply leave your account dormant for 6 months and it will be removed. We are not removing accounts on request at the moment as we need to concentrate on site improvements.

How good is your bandwidth?

Our bandwidth is 1:1 contention ratio. What this means is that on some services they may claim to have 2 Gigabits of bandwidth which in theory they do however they are sharing this with up to 50 other people which at peak times makes it slow. We however buy bandwidth for our exclusive use only and therefore the connection is as fast during peak time as it is off peak!

How is my privacy maintained?

When you connect to ItsHidden.com we create a 'Tunnel'. This is another word for a connection between us and you. All data in this 'Tunnel' is encrypted so that only you and ItsHidden.com know the contents of what is being sent. The data is encrypted to 128 Bits. This is an excellent level of security whilst maintaining good levels of performance, even on older machines and lower powered devices such as Phones and Netbooks.

What information do you store?

We do not store any information as we are not required to do so.

Polls

How did you hear about ItsHidden.com?

	Yahoo.com
	Bing.com
	Friends
	Internet advertisement
	Other

How does it work?

When you browse the Internet normally through any network your information is open to anyone to read. This is very simple and allows someone to see where you go, what you do and more importantly, capture your personal information.

At ItsHidden.com we create a connection called a VPN. This is a secure connection that encryts all your information and is not readable by anyone else so wherever you are your privacy is always maintained! There is no software required and ItsHidden.com works on all Platforms including Windows, Mac, Linux, IPhone etc