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subscribed on iPadOS 14, but vpn doesn’t start - sends me to subscribe page

  • 13 replies
  • 1 has this problem
  • 55 views
  • Last reply by user3762044

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I just downloaded the Mozilla VPN app to an Pad Air 4, ran through the hoops to subscribe, and expect this to work.

However, even after fully restarting the iPad, the app just sends me to Getting Started again, and when I click Subscribe, says I have a subscription.

I never get your screen to engage protection, and there’s no VPN entry in the iPad settings for Mozilla VPN either.

The whole reason to install was to see if your app is more reliable than other ways of using Mullvad.

I’d appreciate knowing how to break the ‘subscribe now’ loop and actually use it!

Thanks...

I just downloaded the Mozilla VPN app to an Pad Air 4, ran through the hoops to subscribe, and expect this to work. However, even after fully restarting the iPad, the app just sends me to Getting Started again, and when I click Subscribe, says I have a subscription. I never get your screen to engage protection, and there’s no VPN entry in the iPad settings for Mozilla VPN either. The whole reason to install was to see if your app is more reliable than other ways of using Mullvad. I’d appreciate knowing how to break the ‘subscribe now’ loop and actually use it! Thanks...

Chosen solution

Hi Sarah, and thanks for coming back.

I just tried the following (with probably knowledge of why it wouldn't be possible to work) - removed the Mozilla VPN app from my iPad - installed it again, download from the Apple App Store - logged in, which it allowed me - got a please-subscribe screen

Thus, I again can't get to any in-app link to request refund, because I am already unsubscribed, as explained above, from the App Store.

This leaves me with a 1-month charge, and no way to use your guarantee.

How can we resolve this? I guess you have my login here on the same email address as the subscription was, which should help, no?

Thanks, Clive

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All Replies (13)

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And, I really need to have you REFUND my trial subscription, per your 30-day guarantee. On this first day....

I can't do this via the app as you propose in the Support doc for this, because I couldn't get into the app at all after subscribing, per above support request.

So I cancelled the subscription as your instructions say from the moment of signing up to the VPN (see the screenshot), which was to cancel from the iPad/Apple App Store. I did so. But this does not offer a refund...

You seem to have no email for Mozilla/Firefox accounts.

Please tell me exactly how I can be refunded, thank you.

Modified by user3762044

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Hi narrationsd. I'm so sorry for the troubles you've had today being in a subscribe loop. If you're able to try again and post if the issue is now resolved, that would be great.

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Chosen Solution

Hi Sarah, and thanks for coming back.

I just tried the following (with probably knowledge of why it wouldn't be possible to work) - removed the Mozilla VPN app from my iPad - installed it again, download from the Apple App Store - logged in, which it allowed me - got a please-subscribe screen

Thus, I again can't get to any in-app link to request refund, because I am already unsubscribed, as explained above, from the App Store.

This leaves me with a 1-month charge, and no way to use your guarantee.

How can we resolve this? I guess you have my login here on the same email address as the subscription was, which should help, no?

Thanks, Clive

Modified by user3762044

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Hi! I see the issue. Can you also confirm one more thing for me.

From the screen that you have posted that has a "Subscribe Now" button. If you click it, do you get a pop-up that says "You're currently subscribed to this."

Or you get the "Subscribe" screen?

Modified by Sarah

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One last question. Is there any chance you have two firefox accounts?

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Hi again...answer, it doesn't.

Attached is what shows when I click Subscribe, sans the email address (which is an Apple one, not the one in my Mozilla/Firefox account I am trying to get refunded for...

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hmm. I wondered that myself. I believe the one which this forum is logged in as is the only current one, a gmail address you'll find, on accounts.firefox.com .

I have a record in my password manager which is possibly another, on addons.mozilla.com and there is one more, on relay.firefox.com

You can see I've tried things out from time to time, but again, this charge and the login used on the iPad Mozilla VPN app is this one here, on accounts.firefox.com

I do appreciate how these might get crossed together possibly, but also suspect that the charging is accurate to the current login on accounts.firefox.com...

fun, isn't it... :)

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hmm. I wondered that myself. I believe the one which this forum is logged in as is the only current one, a gmail address you'll find, on accounts.firefox.com .

I have a record in my password manager which is possibly another, on addons.mozilla.com and there is one more, on relay.firefox.com

You can see I've tried things out from time to time, but again, this charge and the login used on the iPad Mozilla VPN app is this one here, on accounts.firefox.com

I do appreciate how these might get crossed together possibly, but also suspect that the charging is accurate to the current login on accounts.firefox.com...

fun, isn't it... :)

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actually that first extra account was on addons.mozilla.org, but probably you figured that out...

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Thank you for your patience. There are a number of possible issues here. One we know about, for sure, is that Apple in-app purchases are not well linked in to the Firefox accounts system. We know this is a problem and we have it on the to do list to make it a smoother experience. However your issues have highlighted to me that I think it means that in app purchase users don't have easy access to our wonderful support team. I will bring this up at a team meeting tomorrow so at least we have a clear picture of that problem.

As for why, in your particular case you can't use the app I'm a little stumped right now. We pushed a bunch of changes today to the accounts infrastructure and I was worried something had happened there. However I have been able to successfully subscribe with in app purchase and use the app this evening. So my current thinking is either there's something uniquely wonky going on with your account (which support can help with) or it's the different firefox account issue.

Again, I, we all, really appreciate you writing back to explain what's going on as (a) we'd like to get you sorted and (b) if you're having problems others may well be having at least some variant of it.

So, I'll follow-up again tomorrow.

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Sarah, wonderful to hear -- and the professionalism, thanks.

I probably have a pretty good understanding of the sorts of things you're dealing with, and don't mind to be a guinea pig a bit on it. I'll look forward to your requests, and that we can make things better for others.

My present situation is the worst to untangle, given you've fixed the initial failure to ever enter the app after subscribing, so dealing with it should give a big help for futures, and in designing so it can't happen or has a direct backout for the attempted subscriber, which seems it would give considerable comfort for your support planning.

If we can reach that point, I'd like to find out how reliable your app for the Mullvad service can be - I think I might be understanding why this can be difficult on iPads, I'm thinking when the 5GHz channel of a dual-band wifi goes in and out with movements in intervening rooms. It's a theory, anyway :)

What I do notice is that different vpn clients differ in their ability to keep operating without fussing with Airplane mode etc. to get them to re-connect the channel, and I haven't found one yet that's reliable.

Best, Clive

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Hi Clive,

I want to let you know I am reaching out to you via private message so you can provide us some additional information that would help us locate your Firefox account.

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I want to leave this issue with two points: that I finally fixed the situation myself, and that I am entirely disappointed with the behavior of your support.

You went entirely silent, not even saying you didn't know actually what to do about this problem, which seems to be the case. And thus as silently, no repayment was coming my way.

I finally managed to solve it by discovering a link to request this directly from Apple. It's in the subscription portion of an iPad's Apple Store, apparently even after the subscription has been terminated, as mine was.

This is something your support can know for next time, and certainly they should know never to go silent and refuse to answer contact after they do.

As far as the Mozilla implementation of Mullvad, this has been an entire disappointment unfortunately also. I tried it on the beta, and I tried it on the release. It never would function, and I am about as technically deep on such matters as you are likely to find. I've got no idea what you are doing to cause the problems, as Mullvad itself is working very well on three platforms: Windows10, iPadOS 14.5, and Android 7.1.

I've tried to be supportive as ever, and I hope you'll find out how to not let others down.

Clive