What to do
Write to support
Write to support at contact@fuzevpn.com, or use the “Contact support” button at the bottom of this page. We reply within 72 hours, in your language.
Everything in one email
Include your device or browser, and your FuzeVPN version. Add the chosen location, the network used, the exact message and the time of the problem. Also say what you have already tried.
Find the version
On Windows, open Settings → Updates and read the “Current version: …” line. On Android, open Account → “About FuzeVPN”. In the extension, open the Diagnostics page or the browser’s extension manager.
Code shown
On Windows, copy the codes from the Diagnostics page: “Error code”, “HTTP”, “TLS” or “Windows code”. On Android, tap the “Copy” button next to “Diagnostic code: …”, then paste the code into the email. The extension does not show a code.
Speed problem
Add the protocol used (the VPN’s connection technology) and your measurements with and without the VPN. The 50 Mbit/s per device is guaranteed: if you measure much less, send us this information.
Billing question
Write from the address linked to your account. Include the invoice or transaction ID if you have it.
Security flaw
Write to support at contact@fuzevpn.com with “Security” in the subject. Describe the flaw and how to reproduce it. We acknowledge receipt within 72 hours.
Screenshot
You can attach a screenshot to your email.
Report on Windows
Open the “Diagnostics” page in the side menu, then click the “Diagnostics” button. If an account is signed in, the report is sent and its ID appears.
Report on Android
Open Account → “Need help?” → “Run diagnostics”. Then tap “Send the report”: the “Reference: …” appears once it is sent.
Report in the extension
Open Settings → “Support” → “Diagnostics”, then choose “Run diagnostics” and “Send report”. If an unexpected error comes back, also choose “Export connection log”, then attach it to your email.
Write with the reference
Then write to support, giving the report’s reference or ID. The report helps support handle your request.
No account signed in
With no account signed in, send the report yourself by email. Save it with “Save report” (Android) or “Export report” (extension), then attach it. On Windows, select the report text, copy it and paste it into the email.
Incomplete report
Report incomplete or could not be prepared: try again. On Windows, first wait until the VPN has finished connecting or disconnecting. Then run the diagnostics again.
Sending failed or paused
Check your internet connection and that you are signed in to your FuzeVPN account. Then send it again: “Try again” on Windows, “Retry sending” on Android.
On Windows, 24 hours
On Windows, FuzeVPN makes 5 new automatic attempts over 24 hours. You can also choose “Try again” within 24 hours of the diagnostics. After that, run new diagnostics.
The VPN keeps working
Report not sent: on Windows, the VPN keeps working. On Android, your local report is still available: tap “Save report” to keep it after closing the app.
Account changed
Have you changed accounts since the diagnostics? Sign back in to the original account to send it, or run new diagnostics with the current account.
Reports sent too close together
Wait a moment, then try again.
Report not saved
On Windows, choose “Quit FuzeVPN” from the menu of the icon near the clock. The close button (X) only minimizes FuzeVPN near the clock. Then reopen FuzeVPN and run the diagnostics again.
Report too large
Report too large, or no longer waiting to be sent: run new diagnostics, then send this new report.
File not saved on Android
For “Export failed…”: from the local report, tap “Save report” again. Choose a save location you can access.
Failure that comes back
For “Sending stopped…”, or if a failure comes back, write to support with the exact message and the code shown. Attach the saved report (Android, extension), or paste its text (Windows).
Why it happens
- You want to reach support and know what to send to get help fast.
- You have found a security flaw and want to report it.
- You want to know what the diagnostic report sent from the Windows or Android app, or from the extension, contains.
- The report could not be fully gathered or prepared.
- The service did not confirm the sending, for example with no internet connection or when not signed in to your account.
- After 5 unsuccessful automatic attempts over 24 hours, the app waits for you to send it again.
- The service rejected the report, or the report is no longer waiting to be sent: the app will not resend it on its own.
- The report was prepared with a different account from the one signed in.
- The service limits sending, for example when reports are sent too close together, or the report is too large.
- On Windows, the report could not be saved on the computer.
- On Android, the report could not be saved to a file, for example to an inaccessible location.
What does the diagnostic report contain?
You send it from the Windows or Android app, or from the extension. It sends support the status of the checks, the service status and the app’s technical logs, linked to your account.
It is used to handle your support request. It is kept for 30 days.
On Windows, the report is not a file: select its text to copy it. On Android, tap “Save report” to keep it after closing the app.
How do I report a security flaw?
Thank you for helping us protect our users. Write to support at contact@fuzevpn.com with “Security” in the subject, describing the flaw and how to reproduce it.
In scope: the Windows and Android apps, the extensions, the website, the customer area, the API and the VPN servers.
Test with your own account, without accessing other users’ data or disrupting the service. Good-faith research within this framework will never lead to legal action on our part.
We acknowledge receipt within 72 hours, fix the flaw as quickly as possible and keep you informed. If you wish, we credit you in the release notes.
Publish your findings once the flaw is fixed, or 90 days after your report at the latest.
Any other questions?
Write to support at contact@fuzevpn.com. Include the platform and the message you saw.
Related messages
Here are the messages covered in this article, as FuzeVPN displays them.
Sending stopped. Contact support.
Windows app
Diagnostics are incomplete. Try again.
Windows app
The complete diagnostic could not be sent. Check the error code.
Windows app
Sending paused: retry manually.
Windows app
The report could not be sent or saved. VPN operation remains independent.
Windows app
Export failed. Try again from the local report.
Android app
Sending failed. Your local report is still available.
Android app
The diagnostic report could not be prepared. Try again.
Android app
Other related messages
These messages already say what to do, or go away on their own.
Sending paused: sign back into the same account.
Windows app
Complete diagnostic saved, waiting to be sent.
Windows app
Complete diagnostic collected. Sign in to your account to send it.
Windows app
Sign in again to send the report.
Android app