Internal Information

All Hands on Deck process (staff)

• AHOD Process

AnchorFree VPNs Versions

• Betternet Versions
• Hotspot Shield Versions

Android Support

• APK links to download VPNs
• About Hotspot Shield Basic
• Connection Problems using Pixel

Chat Support

• Best practices for chat etiquette
• Chat Status Definitions
• How to change your status on Chat
• List of Shortcuts
• Prank Chats
• Requesting device info for pre-sales chat
• Working Chat Tickets

Extraordinary cases

• Customer receives automated emails in the wrong language
• Handling High Risk, Security Vulnerabilities Escalation Tickets
• Handling vulnerability reports
• Is AnchorFree trustfull and transparent?
• Users having problems to uninstall the HSS profile on iOS
• Why does HSS use several IPs (DNS servers) when connecting?

GDPR

• GDPR workaround when customers don't get email GDPR request notice
• GDPR and CCPA Macros
• GDPR and CCPA workflow for Partner tickets
• GDPR workflow for Hexatech and Betternet
• Mac DMG not GDPR compliant

Internal Process & Procedures

• ADA Americans with Disabilities Act (procedure)
• Contacting Zendesk
• Currency used when purchasing HSS Premium
• How do I submit a GDPR request?
• Incident notification in case of DDOS
• Internal Escalation Process - Tech
• Invalid email address flag
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Known issues

• Admin Tool Search Issue
• BBC iPlayer Access Issues
• Connection issues on Mac
• Iran Connection Issues on HSS
• Netflix Access Issues

Other Internal References

• Shortcuts for Finding Macros
• What is Network tunneling?

Partner Support

• Business Partners - VPN Guru by LionMobi
• Business Partners - Dashlane FAQ
• Business Partners - Power Security by LionMobi
• Business Partners - SourceNext
• How to set up and use Dashlane's VPN protection
• Information we need from Partners
• List of Partners and their contact info
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Purchasing

• Activation of failed iTunes payment
• Cancelling Auto Renewals & Processing Refunds in Stripe
• Currencies for different countries
• Handling fraudulent charges
• How to generate codes the Admin Tool
• Locating a Transaction in Vindicia
• PayPal - How do I issue a full or partial refund?
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SME and Leadership

• Remote Session
• Setting Up Team Viewer Appointments

Technical Tips

• Blocked Content/Domains
• How does a VPN work / What does it do?
• How to Check Reported URL for Malware
• Installer Source Links
• Interface Name (Support Info from 3.1 iOS client)
• What is DNS?
• What to look for if VPN has issues on Windows

Training

• Cancellation - Workflow
• Cancellation Reasons Categories
• CashU Refund Workflow
• Google Refund Workflow
• Linking Payments - Workflow
• QA Broadcast: Customer not Signed-in
• QA Broadcast: Disposition Guide
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Windows Support

• .NET Framework Error
• Error "Windows cannot verify the digital signature for this file."
• How to use operating system tools to troubleshoot network issues
• User's cannot find the "cmw_srv.exe" process as explained in the "Something went wrong" macro

iOS Support

• How do I change DNS in iOS?