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Support Center / Account and Billing / Account Credit, Proration and Coupons

Account Credit, Proration and Coupons

ProtonVPN allows users to change active subscriptions at any time. Remaining unused subscription days will be refunded to your account. Read on for more info on three related terms: Account Credit, Proration and Coupons.

ProtonVPN offers a variety of different plans, from the entry level ProtonVPN Free plan all the way to the high-end Visionary Plan. Users are free to pick a plan and modify or cancel their subscription any time 24/7/365. To understand how the remaining amount is calculated and handled, read on about Account Credit, Prorationing and Coupons.

Account Credit

This is Credit available to your account (in the currency of your last payment) to be used with your next subscription. Credits are obtained when you make a payment through Bitcoin or when you cancel an active subscription with any number of days left.

Proration

A proration is the amount of credit you get for unused subscription days when you modify an active subscription (i.e. upgrading or downgrading an existing plan). Prorationing will calculate the number of unused subscription days and transfer those days as account credits to your Account. The granted credit can then be used towards the next subscription.

  • Example: A user paid for an annual ProtonVPN Plus plan for 96.00 EUR. The user then decides to cancel the subscription, with 100 days remaining at the time of cancellation. The Proration amount will be 
    96.00 EUR / 365 days * 100 days = 26.30 EUR

Coupons

Coupons are used to grant special subscription discounts such as for

  • the Bundle discount which is available for combining ProtonMail with ProtonVPN,
  • for our dedicated supporters who purchased a lifetime Visionary plan,
  • our early supporters during the original ProtonMail corwdfunding, or similar.

Coupons can be entered during the checkout process in the Coupon form as shown in the screenshot below.

Example Scenario: Upgrading an existing Subscription with Account Credit and no Coupon

A user with 20 EUR credit on their account and an existing annual ProtonVPN Basic subscription (48 EUR/year) with 100 days left, wants to upgrade to an annual ProtonVPN Plus Plan (96EUR/year). The user goes to their web dashboard (account.protonvpn.com) and selects a ProtonVPN Plus plan. What happens for the final price calculation is:

  1. The new plan cost is shown, including an annual payment discount if applicable (96EUR/year)
  2. Your existing plan’s proration is calculated and deducted from the total cost, in this case 48 EUR / 365 days * 100 days = 13.15 EUR
  3. Any coupon discounts are applied, in this case none.
    • Note: If user combine ProtonMail with ProtonVPN, they can get the bundle discount coupon automatically which adds a -20% discount
  4. Any existing credit will be used towards this new subscription, in this case 20 EUR
  5. The final amount due = 1. – 2. – 3. – 4. ; in this case: 96EUR – 13.15EUR – 0 EUR – 20 EUR = 62.85 EUR.

The final amount can be paid with any desired method such as Credit Card or Paypal. Bitcoin payments will require first adding more credit to the account.

(Note: the amounts in the screenshot do not correspond to the example. The screenshot only shows the location where this information is displayed)

 

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31 comments

  1. Shagwell

    I want to delete my account, i still have 47€ credit, i will be refund or not ?

  2. ProtonVPN Team

    Hey, If you will delete the account, your unused credits will be lost. Please contact our customer support team so they can assist you if you have experienced any issues: https://protonvpn.com/support-form

  3. ALBERT KRAFT

    NOW THAT I GOT YOUR CONFERMATION EMAIL I WENT TO MY VPN SITE TO LOOK AROUND HOW IN THE NAME OF GOD DO I TURN ON MY LOCATION FOR MY IP ADDRESS OR COUNTRY I WANT TO BE SEAN FROM I CANT EVEN TURN ON YOUR SERVICE WHICH I PAYED FOR THIS MOURNING EVERYTHING LOOKS RIGHT BUT HOW DO I TURN YOUR VPN ON???????????? I AM DUMFOUNDED I HAVE TRYED EVERY THING I COULD THINK OF AND WENT TO YOUR OTHER HOW TO DO THIS OR THAT USELESS INFORMATION.I LOVE YOUR FREE EMAIL SERVICE THAT IS WHY I UPGRADED TO BASIC,THAT WAS MY FIRST MISTAKE. I CANT USE WHAT YOU SAID I COULD HAVE IF I PAYED FOR IT I WANT VPN. PLEASE HELP!!!!!!!!!!!! ALBERT

  4. ProtonVPN Team

    Hello Albert. It would be the best if you contacted our customer support team with your device information and we will provide a step by step guide on connecting the vpn. https://protonvpn.com/support-form

  5. Miracle

    Could u help to let me know how to cancel the plan due to i find my other VPN service is not over due ?
    I want to subscribe the ProtonVPN once my other VPN service is closed.

  6. ProtonVPN Team

    Hello Miracle, please contact our customer support team and we will help you out with the current issue! https://protonvpn.com/support-form

  7. Corey

    I was trying to purchase Proton VPN Basic, but when I click on upgrade plan, I get a price including Proton Mail. Why is that? I already have Proton Mail paid through Nov 2018. Why can’t I just pay for the one year to Proton VPN?

  8. ProtonVPN Team

    Hello Corey, are you trying to upgrade trough our website – protonvpn.com? ProtonMail is not included in Basic – Plus plans, only in Visionary and should not be offered upon upgrading.

  9. User

    Same here, trying to upgrade the system adds one year of Protonmail at €48 to the bill.

  10. ProtonVPN Team

    Hello. Could you please tell us how are you trying to upgrade the plan, since no plan excluding visionary adds protonmail. You can also contact us here for more convenient help https://protonvpn.com/support-form

  11. Hello

    Paying anonymously with PayPal and credit card: Posteo.de (a german email provider) introduced a way to separate payment data and costumer accounts from each other to provide a anonymised payments. I would appreciate efforts in anonymising every payments made to user accounts.

  12. ProtonVPN Team

    Hello. Thank you for the suggestion, we will surely consider your provided feature with our team.

  13. Joe Czarnecki

    i am considering subscribing to the annual plus plan at 96.00. if i pay yearly i am suppose to get a 20% off for paying yearly but when i go to pay the price remains at 96.00. if there a special coupon that is to be used or what?

  14. ProtonVPN Team

    Hello Joe. Annual subscription plan has a different price that is 96.00. If you would choose monthly billing cycle, you would pay 120.00 instead of annual 96.00 and no, there is no coupon as the discount is compared to the monthly payment.

  15. nick

    I was wondering, if i use my credit card to do the basic for 1 year and i dont want to do it the folling year, how do i remove my card so it doesnt get charged thefollowing year?

  16. ProtonVPN Team

    Hello Nick. You cannot remove your credit card if you have an on going payment, but we can delete the payment method on our systems. Please contact our customer support team for that request. https://protonvpn.com/support-form

  17. Anon

    Is it possible to pay with pre-paid card without identification?
    Card has; card number, exp. date and security code and nothing else.

  18. ProtonVPN Team

    Hello, we dont have a list of supported pre-paid cards as some work and some does not, its the best if you try to pay and let us know how it goes.

  19. Nadeem akram

    I accidentally selected the annual plan, but I only want the monthly plan, because I will only need it for 1 month. I do not want account credit. Can you please refund me the remaining amount that I have in credits to my account. I do not need it for a year. I only wanted it for month Please help.

  20. ProtonVPN Team

    Hello Nadeem,
    Please contact our support team to arrange everything for you.
    https://protonvpn.com/support-form

  21. ALBERT KRAFT

    i am new to this I had free account then i upgraded to the next pay level now i am about to download the pay app so i will let every one no of my progress. thanks every one for their kowledge to help every one. ALBERT PS I AM 61 AND LEARNING FAST BECAUSE of OUR CUMMUNITLY. GOD BLESS ALL YOU GUYES AND GALS.

  22. Giannisa Vecco

    Your service is not good for what I need, I want the money back

  23. ProtonVPN

    Hello, please open a ticket through the following link and provide some details regarding the issues that you are experiencing. We would like to ensure that you are satisfied with our services, and we are certain that we can assist you towards resolving the issues:

    https://protonvpn.com/support-form

    Also, if you’d like to receive a refund for your payment please request it in the ticket itself, and provide the reason for your request.

  24. Lawhon

    So far not happy with service. I have read about the canceling subscription, but, “This is Credit available to your account (in the currency of your last payment) to be used with your next subscription”, meaning whatever credit I have will be held or credited back to myself?

  25. ProtonVPN

    Hello,

    We are sorry to hear that. We’d like to ensure that you are getting the best service from our side, and we are certain that we are able to help you overcome the issues that you are experiencing with our service. Please open a ticket through the link below, and let us know what’s the issue that you are experiencing with ProtonVPN. Also, you can request a refund for the credits on your account if you’d like that:

    https://protonvpn.com/support-form

  26. amy

    I accidentally selected the annual plan, but I only want the monthly plan, because I will only need it for 4 months. I do not want account credit. Can you please refund me the remaining $42.68 that I have in credits to my account. I will continue using ProtonVPN, but I do not need it for a year. I only wanted to spend $20 total, not $48. Please help.

  27. ProtonVPN

    Hello Amy,

    Please do the following:

    – Log-in to your protonvpn.com account
    – Navigate to Dashboard
    – In the “Pay” category on the right side, select “Monthly”
    – Select your current plan

    That will switch your payment to Monthly, and the rest of the unused credits will be transferred to your account.

    After you’ve done that, please open a ticket through the following link and request the refund for the rest of your credits:

    https://protonvpn.com/support-form

  28. Another ProtoVPN user

    This page doesn’t explain why “Proration” is increasing my next bill. My subscription ended a couple of days ago and I went to renew for a new period and now I’m getting an increased bill. This page is useless in explaining why such a bug exists.

  29. ProtonVPN Team

    We can see that you are on the ProtonVPN Basic plan and if you are trying to upgrade your account to the ProtonVPN Plus the proration will be higher due to the Plus plan pricing at 96$.

    The unused days from your ProtonVPN Basic subscription are counted towards the Plus plan.

  30. Stephen Schaller

    I cannot find anywhere to cancel VPN service. I am not happy.
    Weeks ago I searched all over your dashboard/web site for cancellation and could not find it.

    How do I cancel!!!?

  31. ProtonVPN

    Hey,

    If you are certain that you want to cancel your subscription, you can do so by navigating to the Dashboard, and selecting the Free plan.

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