Help Center

Latens is available on all major platforms:

iPhone / iPad: Download from the App Store. Search "Latens VPN" or use the link in your welcome email.

Android: Download from Google Play. Search "Latens VPN" or use the link in your welcome email.

Mac: Download the .dmg from your Latens dashboard under Devices > Add Device > macOS.

Windows: Download the installer from your dashboard under Devices > Add Device > Windows.

Linux: Use the WireGuard configuration file from your dashboard. Import it into your WireGuard client or use the command line.

After installing, sign in with your email address and you will receive a magic link to authenticate -- no password needed.

Once you have installed the Latens app:

1. Open the app and sign in with your email address.
2. You will receive a magic link email -- tap it to authenticate.
3. The app will automatically configure your VPN connection.
4. Tap the large "Connect" button to enable protection.

The app will show a green shield icon when you are connected and protected. You can also verify your connection in the dashboard under the Overview page.

If you are using the WireGuard configuration file directly (Linux/routers), import the .conf file into your WireGuard client and activate the tunnel.

Latens supports:

Mobile: iOS 16+ and Android 10+
Desktop: macOS 12+, Windows 10+, and Linux (any distribution with WireGuard support)
Routers: Any router that supports WireGuard (including ASUS, MikroTik, pfSense, OPNsense, OpenWrt, and UniFi)

The Solo plan covers up to 3 devices. The Family plan covers up to 10 devices across all platforms. The Whole Home hardware option (coming soon) covers every device on your network automatically.

To add a new device:

1. Go to your Dashboard > Devices.
2. Click "Add Device".
3. Choose your platform (iOS, Android, Mac, Windows, Linux).
4. Follow the setup instructions for that platform.

Each device gets its own secure WireGuard tunnel. Your Solo plan supports 3 devices, and Family supports 10. If you need more, you can upgrade your plan in Settings.

Try these steps in order:

1. Check your internet connection. Make sure you can reach the internet without the VPN first. Open a browser and try loading a website.

2. Restart the app. Force-close the Latens app and reopen it. On iOS, swipe up from the app switcher. On Android, go to Settings > Apps > Latens > Force Stop.

3. Check for updates. Make sure you are running the latest version of the app from the App Store or Google Play.

4. Try a different network. Some public WiFi networks and corporate firewalls block VPN connections. Try switching to mobile data or a different WiFi network.

5. Reinstall the VPN profile. Go to Dashboard > Devices, remove the device, then add it again. This generates a fresh configuration.

6. Check our status page. Visit status.latens.net to see if there are any known issues.

If none of these work, contact support and include your device type, operating system version, and the error message you see.

Latens uses WireGuard, the fastest VPN protocol available. Most users see less than 5% speed reduction. If you are experiencing slow speeds:

1. Check your base speed. Disconnect from the VPN and run a speed test at fast.com. Then reconnect and test again. If both are slow, the issue is your ISP, not Latens.

2. Try a closer server. Latens automatically connects you to the nearest server, but you can check your connection location in the dashboard. Australian users should see "Sydney" or "Melbourne" as their exit node.

3. Check for ISP throttling. Some ISPs throttle VPN traffic. The ISP Lie Detector in your dashboard can help detect this.

4. Restart your router. If you are using Latens on a router, try restarting it.

5. Check your device. Background apps, system updates, and other VPN apps can interfere. Make sure no other VPN is running.

Expected speeds: Most users on Australian NBN see 90-98% of their normal speed through Latens.

If a specific website is not loading while connected to Latens:

1. Check if it is intentionally blocked. Latens blocks known malware, phishing, and tracking domains by default. Check your Threats dashboard to see if the domain was blocked for your protection.

2. Try a different browser. Clear your browser cache or try in a private/incognito window.

3. Check streaming region settings. If you are trying to access a streaming service, make sure your Streaming Region is set correctly for that service.

4. Temporarily disconnect. If the site works without the VPN, report it to us so we can investigate. Include the website URL.

We do not block any legitimate websites. If something is not working, it is likely a configuration issue we can fix.

Magic link emails are sent instantly but can sometimes be delayed or filtered:

1. Check your spam/junk folder. This is the most common issue. Look for an email from [email protected].

2. Check your email filters. Some email providers (especially corporate ones) aggressively filter automated emails. Add [email protected] to your contacts or safe senders list.

3. Check the email address. Make sure you entered the exact email address you used to sign up. It is case-sensitive.

4. Wait 2 minutes. Some email providers delay delivery. If it has not arrived after 2 minutes, try requesting a new one.

5. Try a different email provider. If you are using a work email, try your personal Gmail/Outlook instead.

Magic links expire after 15 minutes for security. If yours has expired, just request a new one from the login page.

If the Latens app crashes or will not open:

iPhone / iPad:
- Force close the app (swipe up from app switcher)
- Check for app updates in the App Store
- Restart your device
- If still crashing, delete and reinstall the app

Android:
- Force stop the app (Settings > Apps > Latens > Force Stop)
- Clear the app cache (Settings > Apps > Latens > Storage > Clear Cache)
- Check for updates on Google Play
- If still crashing, uninstall and reinstall

Mac / Windows:
- Quit the app completely and reopen
- Check for OS updates
- Reinstall from your dashboard

If the problem persists after reinstalling, please contact support with your device model and OS version. We may need to investigate a compatibility issue.

You can cancel anytime with no questions asked:

1. Go to Dashboard > Settings.
2. Under "Subscription", click "Manage Subscription".
3. Click "Cancel Subscription".

Your protection stays active until the end of your current billing period. You will not be charged again.

If you signed up through the App Store, you need to cancel through your Apple subscription settings: Settings > Apple ID > Subscriptions > Latens.

We do not make cancellation difficult. If you are having trouble, email [email protected] and we will cancel it for you immediately.

We offer a full refund within 30 days of your first payment, no questions asked.

To request a refund, either:
- Email [email protected] with the subject "Refund request"
- Use the support form and select "Account Issue"

Refunds are processed back to your original payment method within 5-10 business days.

If you subscribed through the App Store, refunds are handled by Apple. Visit reportaproblem.apple.com to request one.

To switch between Solo and Family plans:

1. Go to Dashboard > Settings.
2. Under "Subscription", click "Manage Subscription".
3. Select your new plan.

Upgrading (Solo to Family): Takes effect immediately. You will be charged the prorated difference for the rest of your billing period.

Downgrading (Family to Solo): Takes effect at the end of your current billing period. You will need to remove devices down to the Solo limit of 3 before the switch.

Email changes need to be done manually for security reasons. Send an email from your current registered email to [email protected] with:

- Subject: "Change email address"
- Your new email address

We will verify the request came from the account owner and update it within 24 hours. You will receive a confirmation at both your old and new email addresses.

To permanently delete your account and all associated data:

1. Email [email protected] from your registered email with the subject "Delete my account".
2. We will cancel your subscription (if active) and delete all your data within 48 hours.
3. You will receive a confirmation email when the deletion is complete.

This action is permanent. We delete:
- Your account and email address
- All device configurations
- All dashboard data and history
- Any payment references (Stripe handles its own data retention)

We do not retain any data after account deletion. Our privacy policy and transparency report detail our data practices.

Latens follows a strict minimal-data policy. Here is exactly what we store:

What we collect:
- Your email address (for authentication and billing)
- Your subscription plan and payment status
- Device configurations (WireGuard public keys)
- Aggregated, anonymised bandwidth usage (for capacity planning)

What we do NOT collect:
- Browsing history or DNS queries
- IP addresses or connection timestamps
- Traffic content or metadata
- Device identifiers beyond what is needed for WireGuard
- Location data

The dashboard features (threat blocking, traffic analysis, etc.) are processed in real time and never stored on our servers. All analytics shown in your dashboard are generated client-side or from anonymised aggregate data.

Full details in our privacy policy.

No. Latens cannot see your browsing history.

Our architecture is designed so that we physically cannot inspect your traffic:

- WireGuard encrypts all data between your device and our exit node end-to-end.
- We do not run any deep packet inspection or traffic logging.
- DNS queries are encrypted and resolved locally on the exit node, not logged.
- We operate a zero-log infrastructure -- there are no access logs, connection logs, or activity logs to hand over even if asked.

This is not just a policy -- it is a technical constraint. Our warrant canary and transparency report provide ongoing verification.

If we receive a legal request (court order, subpoena, or government inquiry):

1. We have nothing to hand over. We do not log browsing activity, connection times, IP addresses, or traffic data. You cannot produce what does not exist.

2. We will fight overbroad requests. Any legal request is reviewed by our legal counsel. We challenge requests that are vague, overbroad, or lack proper legal authority.

3. We will notify you if legally permitted. Unless prohibited by law (e.g., a gag order), we will notify affected users of any legal request.

4. Our warrant canary is updated regularly. Visit our warrant canary page. If it stops being updated, that is a signal.

Latens is an Australian company subject to Australian law. We are not subject to US FISA orders or Five Eyes data-sharing arrangements in the way US-based VPNs are. Full details in our transparency report.

Yes, absolutely. VPNs are completely legal in Australia.

Using a VPN is no different from using any other networking tool. There is no Australian law that prohibits the use of VPN services. The Australian government itself recommends VPNs for cybersecurity.

Latens is a registered Australian company (Latens Technologies Pty Ltd), operating under Australian consumer protection law. We pay Australian taxes and comply with Australian regulations.

What you do through a VPN is subject to the same laws as without one -- a VPN does not make illegal activity legal. But protecting your privacy, securing your connection, and controlling your data are entirely lawful.

The Internet Weather Map is a free, public tool that shows the real-time state of the Australian internet.

It aggregates anonymised data from Latens users to show:
- Which ISPs are having outages or slowdowns
- Regional internet performance across Australia
- Latency and packet loss trends by area
- Historical patterns so you can see if your ISP has recurring issues

The data is completely anonymised -- we cannot identify individual users from the weather map data. It is available to everyone, not just Latens subscribers.

The Privacy Audit analyses your network traffic to identify privacy risks:

- Tracker detection: Shows which apps and websites are tracking you, and how many tracking requests Latens blocks.
- Data leak detection: Identifies when apps send data to unexpected countries or known surveillance jurisdictions.
- Permission analysis: Flags apps that request excessive permissions or collect unnecessary data.
- Weekly report: A summary of your privacy posture with actionable recommendations.

All analysis happens in real time on our infrastructure. We do not store your browsing data -- the audit processes traffic patterns and immediately discards the raw data.

The ISP Lie Detector measures your ISP's actual performance against what they advertise:

- Speed accuracy: Compares your real speeds to your plan's advertised speeds.
- Throttling detection: Identifies if your ISP is selectively slowing certain types of traffic (streaming, gaming, etc.).
- Reliability score: Tracks uptime, packet loss, and connection stability over time.
- TIO complaint generation: If your ISP is underperforming, Latens can generate a formatted complaint for the Telecommunications Industry Ombudsman.

Data is sourced from the ACCC broadband performance reports and your own connection measurements.

Latens lets you set per-device streaming regions so you can access content from different countries:

1. Go to Dashboard > Streaming.
2. Select a device.
3. Choose a region for each streaming service (US, UK, AU, etc.).

For example, you can set your Apple TV to route Netflix through the US for American content, while your phone stays on the Australian region. Each device can have different region settings.

Latens automatically detects streaming traffic and routes it through the appropriate exit node. Non-streaming traffic always goes through your nearest server for the best speed.

The Savings Calculator shows the financial value Latens provides:

- Ad blocking savings: Estimated data costs saved by blocking ads and trackers (based on average ad payload sizes and your data plan).
- Subscription leak detection: Identifies subscriptions you may have forgotten about that are still being charged.
- Price discrimination detection: Shows if websites are charging you more based on your location or browsing profile.
- Scam prevention value: Estimated losses avoided from blocked phishing and scam sites.

The calculator uses conservative estimates based on published research and your actual usage data. For most users, Latens pays for itself through ad blocking data savings alone.