What to do
The account that paid
Check that you are signed in with the FuzeVPN account that paid. If not, sign in with that account.
“My account” on Windows
On Windows, open “My account”: it shows the account in use and your subscription status. After a payment, reopen it to see your subscription right away. Your subscription is also checked again before each VPN connection.
Account tab on Android
On Android, open the Account tab. The “Fuze Premium” card shows “Access until …” and whether your subscription is managed by Google Play or by the website. Tap “Refresh access” to see a recent payment right away.
Subscription card in the extension
In the extension, look at the “Subscription” card on the first screen, just below the location: “Active” or “Inactive”, and “Expires on …”. Click “Refresh subscription” to see it right away. To see the email address of the account in use, open “Settings → Account”.
Billing section
Open the Billing section of your account: “Subscription Active” appears for an active subscription, including through Google Play. “Subscription Inactive” appears after “Cancel your contract” or when the subscription ends. For payments by bank card or Google Pay, the next charge date is shown there too.
Account created with Google
Did you create your account with Google? Choose Google sign-in.
Subscribed through Google Play
Your subscription belongs to your FuzeVPN account, whatever the payment method. You never pay twice. Sign in everywhere with that account.
Purchased without an account
Did you buy in the Android app without a FuzeVPN account? Create one from the Account tab with “Create my account”. Then sign in with that account on your other devices.
Restore your purchases
On Android, open the Account tab, then the “Fuze Premium” card, and tap “Restore purchases”. Restoring uses the Google account signed in to the Play Store, with no FuzeVPN account: check that it is the one that paid. On first launch, tap “Already purchased?” on the welcome screen.
Payment pending
Is a payment pending? Wait for it to be confirmed: your subscription is then recognized within 30 seconds at most. On the website, a new payment is only possible once the previous one is resolved, which prevents a double charge.
Google Play payment declined
Did the Google Play payment stay pending, then get declined by Google Play? Nothing was charged: simply make the payment again.
“My account” won’t load
On Windows, is “My account” unable to load your subscription information? Click “Try again”. If you just switched accounts, reopen “My account” once you are signed in to the new account.
Subscription ended
Does this account no longer have an active subscription? Choose a plan on the Pricing page, or through Google Play in the Android app. On the website, sign in at checkout with that same account, by email or with Google, as when you created it.
Renewal failed
Did your renewal payment fail? It is attempted again one day, then three days after the due date. Check that your card is valid, and replace it if needed in the Billing section of your account.
After the new attempts
Was the payment also declined one day, then three days after the due date? Replacing the card does not retry the payment: order again from the Pricing page.
Write to support
Is your subscription active but still refused, or does its information still not load? Write to support at contact@fuzevpn.com from your account’s email address. Include the message shown, your device, the time of the problem and, if you have it, the invoice or transaction number.
Why it happens
- You are signed in with a different FuzeVPN account from the one that paid, for example with another email address. The subscription belongs to the account that paid.
- You paid through Google Play, but the purchase is linked to a different FuzeVPN account from the one signed in.
- You bought in the Android app without creating a FuzeVPN account. Your other devices sign in with an account.
- The Google Play payment is still waiting for confirmation. Once it is confirmed, the subscription is recognized within 30 seconds at most.
- The Google Play payment stayed pending, then Google Play declined it. Nothing was charged.
- In the Android app, “Choose a subscription to activate your VPN.” appears for any profile without VPN access. This is the case until your Google Play purchase is found. It is restored with the Google account that paid, signed in to the Play Store.
- This account has no active subscription, or no longer has one. Without an active subscription, you cannot connect.
- The paid period has ended without automatic renewal: it was not chosen at payment, or it was stopped.
- The renewal payment failed.
- A refund ended the access linked to that payment.
- On Windows, “My account” cannot load your subscription information at the moment.
- Right after switching accounts, sign-in to the new account must finish first.
- Your subscription is active on this account, but the VPN connection is still refused. Only support can then check and fix your subscription.
Does my Google Play subscription work on Windows and in the extensions?
Yes. It belongs to your FuzeVPN account and covers your 5 devices: Windows, Android and browsers.
What does “My account” show on Windows?
Your subscription status: “Active”, “Past due”, “Expired”, “Canceled”, “Withdrawn” or “Inactive”.
It also shows VPN access, expiration, renewal, the next due date and the “Manage my subscription on the web” button.
What if my account is suspended?
You first receive an email, then your account is signed out. When you sign in, a message says the account is suspended.
To dispute the suspension, reply to that email. The details are in the article on suspension and disputes.
Related messages
Here are the messages covered in this article, as FuzeVPN displays them.
The service requires a subscription to allow this VPN connection. Open “My account” to check your subscription status.
Windows app
Subscription information is unavailable.
Windows app
Your subscription information cannot be loaded right now. Try again.
Windows app
An active subscription is required to protect this browser.
Browser extension