List of Shortcuts

Shortcut

Message

abusive language 1

I’m afraid I’m going to have to disconnect this chat if you continue to use such language.

abusive language 2

I'm here to assist you but please stop using such language, otherwise, I will disconnect this chat.

abusive language disconnected

This chat session will be disconnected due to abusive language.

accepted hold time

Thank you, I'll be right back.

assist

How can I assist you today?

bye

Thanks for chatting with us and remember to contact us in the future if you need assistance.

cc\_1 card declined

Sorry, but it looks like your payment method was declined. Please try another credit card or payment method, such as PayPal or within the app if you have a mobile device (iOS or Android).

cc\_2 insufficient funds

Sorry, the transaction was declined due to insufficient funds. Please try another credit card or payment method, such as PayPal or within the app if you have a mobile device (iOS or Android). Or contact your bank if you believe that to be incorrect.

cc\_3 card does not support

Sorry, this method of payment is not supported by the issuing bank. Please try another credit card or payment method, such as PayPal or within the app if you have a mobile device (iOS or Android).

cc\_4 incorrect card number

Sorry but there's something wrong with the credit card number that was entered. Please verify and enter it again or try another credit card or payment method, such as PayPal or within the app if you have a mobile device (iOS or Android).

cc\_5 invalid cc number

Sorry but it looks like the card number entered is not valid. Please enter your card number again or try another credit card or payment method, such as PayPal or within the app if you have a mobile device (iOS or Android).

cc\_6 zip code failed

Sorry but it looks like the zip code entered is incorrect. Please enter your zip code again or try another credit card or payment method, such as PayPal or within the app if you have a mobile device (iOS or Android).

cc\_7 cvv failed

Sorry but the CVV code (from the back of the card) is incorrect. Please enter your CVV code again or try another credit card or payment method, such as PayPal or within the app if you have a mobile device (iOS or Android).

cc\_8 card not supported

Sorry, but your card is not supported. Please try with a Visa, MasterCard or American Express card. Or try another payment method, such as PayPal or within the app if you have a mobile device (iOS or Android).

cc\_9 card has expired

Sorry but the system is saying the card entered has expired. Please try another credit card or payment method, such as PayPal or within the app if you have a mobile device (iOS or Android).

cc\_mobile

You can purchase your Premium account using your mobile device, but since each account supports up to 5 devices, you can use it on your PC or Mac too. More information is here: https://goo.gl/uHE9eq

change payment google play

To change the payment method of your Premium subscription, please check this official Google article: https://support.google.com/googleplay/answer/4646404?co=GENIE.Platform%3DAndroid&hl=en

clean boot - installation error 1 (win)

Please take into consideration that this is not related to Hotspot Shield but the Windows Operating system. To fix this, please refer to this official Microsoft article: http://support.microsoft.com/kb/929135

disconnect

I will be disconnecting this chat since you appear to be away. I will be sending you an email with a transcript of this chat. You can reply to that email so we can follow-up on any question or inquiry you may have. Thank you.

email follow-up

Due to the nature of this problem, we will need to keep investigating this situation, so I will create a follow-up ticket and we will contact you soon. We apologize for the inconvenience and appreciate your understanding.

english only support

At the moment our chat support is English only. If you wish, you can submit a ticket and our email support team will contact you back in your language: https://support.hotspotshield.com/hc/en-us/requests/new

further assistance

Is there anything else I can help you with?

hi

Hi, thank you for contacting us.

hold

Please hang on a bit while I check that for you.

hold 2

Thank you for holding, I'm still checking this for you.

hold 3

Thanks for your patience, please bear with me a few more minutes.

hss Premium 5 devices

By the way, did you know that you can use Hotspot Shield Premium in up to 5 devices? For more information please click here: https://goo.gl/uHE9eq

itunes cancellations

As much as I'd like to do this for you, I'm afraid that Apple does not allow us to. Per Apple’s policies, all companies like us are prohibited from processing their cancellations and they require that it be done by Apple only. For more information on how to cancel your subscription purchased through iTunes, please check this article from our Help Center: https://support.hotspotshield.com/hc/en-us/articles/203658470-How-to-cancel-auto-renewal-of-your-App-Store-iTunes-subscription

itunes policies

Apple's Policies: https://www.apple.com/legal/internet-services/itunes/us/terms.html#GIFTS

payment wall

To bypass this payment wall, please click on the arrow located at the top left corner of the wall. Note that you might get a second payment wall after the first one, if that is the case, you would need to click on the arrow at the top left corner again. After getting out of the Payment Walls, you need to sign in to your Premium account using your account credentials.

prank chat 1

I'm sorry, but this conversation seems to be not related to Hotspot Shield. Do you have any question related to our product? Otherwise, I'll need to disconnect this chat.

prank chat 2

Sorry but since this is unrelated to our business and there are other customers waiting, I'll be disconnecting this chat session

pre-assist

What can I help you with today?

protocol used by hss

Hotspot Shield uses a proprietary technology protocol, very similar to the Open VPN but with better performance and functions. Since Hotspot Shield place every setting automatically, our Application is not compatible with PPTP, SSTP, L2TP or any other Network tunnelling protocol that requires a manual configuration.

refresh

I'm still checking on this, please give me a little bit more time.

registry keys - installation error 2 (win)

You can also try to clean your registry keys as per Microsoft's suggestion: https://support.microsoft.com/en-us/help/17588

request email

Could you please provide me with the email address associated to your account?

request hss version

Could you please let me know the version of Hotspot Shield you are using?

requesting hold time

I'll need a little bit of time to check that information. Could you please hold for a few minutes while I do that?

returning

Hi and welcome back, how can we help you today?

screenshot

To learn how to take a screenshot, please refer to the following article: https://support.hotspotshield.com/hc/en-us/articles/211510923 Once you have the screenshot, please drag and drop the image in the "Enter message" area.

socks5

SOCKS5 feature is not included in our VPN since all the data would be encrypted. Therefore, it is not possible to hide your IP without encrypting the data.

sorry

I'm sorry to hear that. Let me see what we can do to help you with this.

survey

I hope I've addressed all of your questions and concerns. Please let me know how I did by rating this chat with a thumbs up or down. Thank you!

ticket created

I've created a ticket for you which will be sent to your email address. We'll follow up with you soon.

transfer from another chat agent

I can see that you were chatting with one my colleagues. Please allow me a few minutes to check the chat transcript of your previous interaction.

transparency report

I understand your concern regarding AnchorFree having, retaining and/or sharing IPs, personally identifiable information or any user data. Please note that at AnchorFree we take very serious privacy and security; rest assured that we do not share any information with third parties including legal institutions. For more information please refer to our Transparency Report: https://www.hotspotshield.com/reports/AnchorFree\_Transparency\_Report-11292017.pdf

uninstall hss win

To uninstall Hotspot Shield on Windows please follow these steps: 1. If you are using windows 7, go to Start >> Control Panel >> Programs>> Uninstall Program. From Windows 8 and up, on the Start menu, enter Control Panel in the search box and select Control Panel from the results, then select Programs >> Programs and Features. 2. Select Hotspot Shield, and then click Uninstall. 3. You should now see the Uninstall Manager Window open up. Click Uninstall. 4. On the last Uninstall page click Finish. 5. Reboot your computer

unlimited benefits

Some of the benefits of a Lifetime subscription are no expiration date, 1-single payment, 24/7 dedicated support, ad-free browsing. Also, you can use your Premium subscription in up to 5 different types of devices concurrently. Details here: https://goo.gl/uHE9eq.

unlimited explanation

The unlimited plan is a one-time payment, and you have a lifetime subscription. No renewal fees for the lifetime subscription.

update to latest version

I see that you're using an older version of Hotspot Shield. Since this is an unusual issue, it's also worth trying the current version, which can be downloaded from here:

upsell link

In case this helps you, here's where you can try a premium Premium account for free here: https://order.hotspotshield.com/trial?utm\_source=support&utm\_medium=support\_email&utm\_campaign=zendesk\_upsell\_trial

warning 1

Are you there?

warning 2

It seems that you are away from your keyboard. This chat session will end in the next 2 minutes if there is no response.

warning 3

You must be away from your keyboard. Remember that we can still help you in this matter via email if you are busy at the moment.

welcome

Hello, thank you for contacting us, I'm sorry to hear that