Support

Need help with Casper's Cloak? This page covers the fastest ways to get answers.

Email us

The best way to reach us is by email:

support@casperscloak.com

We aim to reply within one business day (Monday – Friday, 9am – 6pm Eastern). Most issues are resolved on the first response.

When emailing us, please include:

• Your account email (so we can find your account)
• The platform you're using (iOS, Android, or Web)
• The app version (Settings → About in the app)
• A clear description of what you're seeing and what you expected to see
• Screenshots if relevant

Common questions

How do I install Casper's Cloak?

• iOS: Search "Casper's Cloak" in the App Store, or visit our App Store listing.
• Android: Search "Casper's Cloak" in Google Play, or visit our Google Play listing.

How do I sign in?

Casper's Cloak uses passwordless email login. Enter your email and we'll send you a one-time code. There is no password to remember.

If the code doesn't arrive within a minute or two:

• Check your spam folder
• Make sure you typed the address correctly
• Try resending from the app
• If it still doesn't arrive, email us at support@casperscloak.com

How do I cancel or change my subscription?

• If you subscribed inside the iOS app: open the iOS Settings app → tap your name at the top → Subscriptions → Casper's Cloak → Cancel Subscription. Apple handles all iOS subscription billing — we cannot directly cancel an Apple-managed subscription.
• If you subscribed inside the Android app: open Google Play → tap your profile → Payments & subscriptions → Subscriptions → Casper's Cloak → Cancel.
• If you subscribed on casperscloak.com: sign in and cancel at casperscloak.com/account/subscription.

How do I get a refund?

• Apple subscriptions: Apple handles refunds. Visit reportaproblem.apple.com and request a refund there.
• Google subscriptions: Google handles refunds. Open Google Play → your profile → Payments & subscriptions → Budget & history → tap the order → Refund.
• Web subscriptions (casperscloak.com): we offer a 30-day money-back guarantee. Email support@casperscloak.com within 30 days of your first payment and we will refund it in full (there is no refund button). After 30 days, refunds are at our discretion. We will respond within one business day.

How do I delete my account?

See our Account Deletion page for the steps and what happens when you delete.

My VPN won't connect. What should I check?

1. Make sure you have an active free trial or a paid subscription. Casper's Cloak has no free plan. When a trial or subscription ends without a purchase, the account can't connect until you choose a plan. (Accounts that were on our former free plan keep a reduced-speed connection.)
2. If your plan has a monthly data cap and you've reached it, you stay connected, but at reduced speed until the cap resets. We email and notify you when you reach it.
3. Toggle the VPN connection off and on.
4. Restart the app.
5. Try a different server region.
6. Restart your device.
7. If you've recently updated iOS or Android, the system VPN profile may need to be re-approved — go to Settings → VPN and confirm Casper's Cloak is allowed.

If none of that helps, email us with the version number and a description of when it stopped working.

Does Casper's Cloak slow down my internet?

A small slowdown is normal for any VPN — your traffic takes a longer route. We minimize this by giving you direct WireGuard tunnels and letting you pick the server region closest to you. If you're seeing more than a 20% slowdown, try a different region.

Does Casper's Cloak work on my router?

Not currently. Casper's Cloak runs as an iOS app, a Mac app, an Android app, and a web account. Router-level installation is on our roadmap.

What emails and notifications will I get?

If your plan has a monthly data cap, everyone on it gets our data-cap notices: heads-ups at 75% and 90%, and a notice when you reach the cap. You can turn the 75% and 90% heads-ups off under Notifications in the app's menu (iPhone and Android). The notice at the cap always goes out, because from then until the cap resets your connection runs at reduced speed.

If you start a free trial on casperscloak.com, you get the messages about it: a welcome email with what happens when the trial ends, a notification halfway through, an email the day before it ends and a notification 4 hours before it ends (both say which plan starts, and at what price, unless you cancel), and then your receipt, or a notification that the trial has ended and Casper is disconnected until you choose a plan.

Summary emails, reminders when you haven't used the app for a while, and trial tips ("Pro is on for 7 days", "Pro is working in the background") are marketing. You get them only if you said yes, either with the box at sign-up, where the sign-up screen offers it, or later under Notifications in the app's menu. To stop them, turn them off there (trial tips have their own switch) or use the unsubscribe link in the email. Details are in Section 5A of our Privacy Policy.

Does Casper's Cloak keep logs?

We do not log activity that ties to your account. The full details, including what we do and do not collect, are in our Privacy Policy.

Security and abuse reports

If you've found a security vulnerability in our apps, website, or VPN infrastructure, please email support@casperscloak.com with the subject line "Security report". Please give us a reasonable opportunity to fix the issue before disclosing it publicly.

If someone is using Casper's Cloak to abuse you (spam, harassment, or worse) or to attack your systems, email us at the same address with subject line "Abuse report" and include the date, time (with timezone), and any identifying details. We comply with valid legal process and have a no-tolerance position on abuse of the Service. See Section 4 of our Terms of Service.

Contact us

Caspers Cloak LLC 1343 Main St, Ste 705 Sarasota, FL 34236-5630, USA support@casperscloak.com