Hey folks, I had been using Surfshark for a few years with about 40 different VMs connected to different regions. Out of the blue, I got an e-mail saying I had violated terms and my account was cancelled.
After talking with customer service, they suggested it was due to the 40 connections. I pointed out that they advertised unlimited connections, so how could that be against the rules. However customer service said it was and that it was causing negative impacts to their service and didn’t offer any chance to do anything differently.
Needless to say, I’m upset that they are advertising unlimited devices but then arbitrarily shut down your account if they think you are connecting too many device (they wouldn’t even tell me what too many devices is!). It is fine if you want to have limits on your service, just be up front with what they are and give people a chance to work with you.
Take these contract always as “unlimited means above average”
Albeit they could have warned you prior before outright cancelling your acc and be more clear about fair use in the marketing material.
But “unlimited” contracts are mostly all ways fair use like in Germany there was a girl sending 500-1500 sms per month on a unlimited sms contract and she got warned to go on a professional contract or get her contract terminated.
Thanks for bringing up this question. We’d be happy to clarify things for you. While Surfshark does indeed allow you to connect multiple devices to our VPN service simultaneously, we do have certain limitations in place. These limitations are meant to prevent any misuse and ensure that all users have an equal and optimal experience.
To ensure that, we have what’s called a fair usage policy. Its purpose is to maintain a level playing field and ensure that everyone can enjoy fast and reliable VPN connections. This policy helps prevent any potential abuse or excessive usage by a small number of users that could negatively impact the overall performance for others.
Without such a policy, a few users could potentially monopolize our network resources, leading to slower speeds and an unsatisfactory experience for everyone else. By implementing the fair usage policy, we can distribute our network resources fairly among all users, allowing everyone to enjoy a consistent and reliable VPN service.
So, while we strive to provide the flexibility of using Surfshark on multiple devices, it’s important to have these limitations in place to maintain fair and equal performance for all. If you have any further questions or need more information, feel free to ask! We’re here to help.
How long have you had your Surfshark subscription? If you paid for your Surfshark subscription using PayPal, and it’s been less than six months since you purchased your subscription, then you can complain to PayPal. Describe that Surfshark clearly said the service includes unlimited connections.
Then why not publish a limit on the number of connections or GBs transferred? Just arbitrarily cancelling people’s subscriptions and not giving them a chance to reduce connections/GBs just isn’t fair.
Yikes. What did you specifically tell PayPal? I just explained my issues with speed and access to certain websites and video games, and that none of the solutions that were suggested by Surfshark Support resolved any of my issues. I’ve also included screenshots of my email correspondence with Surfshark and the PDF receipt of my purchase of the subscription. I’ve purchased Surfshark at the end of December 2022 and opened a PayPal case earlier this month (June 2023). PayPal closed my case in my favor, so I got a full refund for the three years that I’ve prepaid for Surfshark VPN.