For the past 4 months this service has not been working properly, and today I’ve finally reached my boiling point. I can’t handle this anymore. It constantly gets stuck on attempting to connect and takes forever just to connect to certain servers. Today it would not connect at all. I even updated the app hoping it would fix the issue, but it… Read more
still didn’t do anything. I tried multiple countries and servers and the same problem keeps happening.
At this point I’m afraid to even update the app because previously I had to completely uninstall everything and download it again just to get the VPN working properly. It’s ridiculous that I had to reinstall the whole program just to make the service function again.
And even when it finally does connect, the connection is so sluggish and unusable that I end up disconnecting it anyway because it becomes impossible to use properly.
Especially during this time with ID checking and privacy concerns, I need a stable VPN more than ever to keep me safe, and right now you guys are absolutely not doing that.
And please don’t blame my internet connection. I have around 2000 Mbps download speeds and 200 Mbps upload speeds, so the issue is clearly not on my end.
Surfshark, your service is getting worse, not better, and I’m seriously thinking about moving to another VPN provider because right now this feels like a waste of money. I really need a proper fix because the experience has become consistently unreliable and beyond frustrating.
After seeing positive reviews I signed up for Surfshark a couple of years ago after my previous VPN provider (European) increased their prices. I then extended the period to 3 years with great sounding offers. BIG MISTAKE. I've gone from a trouble-free VPN experience to one continually dogged with problems. Unless I am trying to gain access it a… Read more
particular country, I usually link to my closest server (Melbourne) but I am regularly identified as being elsewhere in the world (usually Singapore). Randomly my access to my mail server is blocked, despite putting in exception rules. Many other sites block me unless I pause the VPN. The connection will regularly slow down to a crawl for no apparent reason. Exiting from Surfshark will often completely stuff up internet access. Some of these problems have reduced as the worked on their product, but overall this has been a very disappointing experience.
Hi, we're sorry to hear that Surfshark didn't meet your… Read more
I paid 54+38 usd about a month ago , followed instructions, downloaded app , still telling me I have no active subscription, email after email, still nothing, lodged dispute with PayPal, case closed says I received product, but I received nothing, do not purchase this product
Follow-up · I purchased it online, then I downloaded the app on my iPhone as I was told to do , but it then tells me I have no active subscription and want me to pay again, I have contacted them so many times now, and received some beautiful emails from them all wanting to help without doing anything to help, I send them all the required information, only to… Read more
Hello, John. We're sorry to hear about your experience.… Read more (+4 replies)
Reviews with attachments
Atticus, the problemsolver angel – I was fortunate to meet Atticus Sinclair who was wonderful. Not only did he fix a complicated problem, but the entire time he was very kind, patient and confident in his great professionalism. A heartfelt thank you!
Terrible service.Canceled subscription and no money back. Thieves with no supervision at all.
Hi George! Auto-renewal is enabled by default to ensure… Read more
Mark Taylor He was a very dedicated and conscientious customer service representative who helped me solve the problems I encountered with great care and gentleness.
Augustin Delacroix is a legend. He helped me to save my account and money. I didn’t believe that my issue can be resolved that easy and remotely. He saved my subscription and fixed the issue promptly and fast! Again, a legend!!! 10/10
Surfshark Help really helps people – I've had contacted the Surfshark Help to solve a problem with my connection. I was immediatly answered by Joshua James, who was polite, patient and helped me with my problem. I had access to sistem tools and the issue was solved very fast.
Missy Andrew's helped me with expertise knowledge about vpn services lm satisfied
Natalie Perry GOOD – Staff member Natalie Perry was very patient and very nice. She answered my questions very patiently, which shows how much she cherishes and is serious about this job. I want to publicly praise her and hope that other customer service staff will learn from her!!
Simple, efficace et familial – Simple et efficace. De plus appareils connectés illimités, cela permet aux enfants de tous l'utiliser. SAV rapide et efficace. Bravo
加密货币退款 – Thank you. Although the experience of using Surfshark is not as good as I expected, I am very satisfied with your service process and feedback channels, and the customer service staff answered my questions. I would like to give you a good review.
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Holden blackstone from Surfshark, helped me recover my account today I made an error whilst signing up to Surfshark. Holden was extremely helpful and professional and recovered my account with in minutes.
Poor refund experience- factual account review : I purchased Surfshark on May 10th. Within the 30‑day money‑back period I requested a refund via live chat/email on may 25th. Support confirmed eligibility but did not process the refund; follow‑ups on May 26th received no resolution. Auto payments stayed active equaling to a total Amount: of: $154… Read more
AUD [1386].They use private relay accounts so nothing is traced. I’m posting this to warn others and to urge Surfshark to honor its stated refund policy. I’m willing to update this review if the refund is completed.
Hi there, Nathan. Thanks for reaching out! Please note… Read more
Best VPN service - had a frustrating query dealt with swiftly. Thanks Lucian Montgomery, you're awesome!
he best services and products and proceses, best services - the best
CONNECTED TROUBBLE FREE! Ezekiel Sterling was great, honest and service exemplary!.. He went the 'extra mile' and then some. I wish more tech service folk were like him. Much Appreciated, and give He Gives his company SurfShark a better name. Hey Surfshark, increase his pay today, he is worth it! :O) JPThree -circa April 2025
Latest follow-ups
Very annoyed that they did not disclose they have auto renewal for the monthly subscription and when I approached them to cancel and get a refund they refuse. They hide the auto renewal clause away in the background so they get 2 months fees from… Read more
you. On principal I will never deal with this scamming thieving company again. They have no morals at all.
Follow-up · The initial pricing is clear, but the auto renewal for the 2nd month is not well disclosed at all. The refund policy only allows for refunds in the first 30 days, which is set up that way because the auto renewal payment is paid after 30 days, so they very conveniently fall back on that to refuse claims for refunds. Cancelling is not that… Read more
Hi there! Auto-renewal is enabled by default to ensure… Read more (+1 reply)
Seraphina Ellis, via Surfshark chat support, helped me resolve a repeating disconnecting from the internet problem. She patiently waited as I made her recommended changes to my VPN settings. She waited until I could tell if the problem was fixed. I am very pleased with her support assistance.
Follow-up · I felt frustrated because I had tried to resolve the intermittent disconnections on my own. I have been using the Wireguard protocol since I first began using Surfshark. I contacted Surfshart support to explain that I was having frequent intermittent disconnections. Seraphina responded intelligently and politely throughout our communications. … Read more
In-depth reviews
I joined Surfshark VPN recently as I already had my antivirus sorted with another company. I had a little trouble trying to connect my new Surfshark VPN to my home computer at first and I was not clear with some of the Settings. Via my account I wrote for assistance, and promptly next morning there was always help. I did write a few times just to… Read more · 1
clarify that I was on the same page as how Surfshark works, as I also had to uninstall Surfshark on my mobile. Thanks to the helpful Zendesk and thanks to Barry Quinn,Seraphina Ellis,Mark Taylor,Emily Johnson, Harrison Lowe, after quite a few messages back and forth each day about our home computer and mobile, I am now on track with my VPN on our home computer and S23FE mobile. I am extremely pleased how I feel more secure and more private, on our devices which is what we wanted to achieve. I also cancelled when I first purchased a VPN and Anti Virus quite a few months back as there were so many processes to go through, I clearly did not understand it instead of trying again, I just cancelled my account, I could not get my head around the setup. So here I am again purchased the VPN last week, only this time, I also tried to cancel that when again I had difficulty, only to be told I cannot cancel twice, as I paid for 2 years and 4 months this time, I gave it another go, and here I am very happy that I did, to feel happy with this company assisting us to have our much appreciated, PRIVACY online on our home computer and on mobile phone and feeling safe thanks to Surfshark. Give them a go, they are great company for Australians, the reviews I read everyone single one as I am very particular, and I also always review products, for others to learn from. At last I am pleased to say they offer good products at Surfshark and they are very professional, they get back to you, so you are not alone, like with some companies. Best of all, they keep you safe online. All the best.
I have been trying to get my tablet to cast to my fire TV stick 3rd gen and it won't because of Surfshark being on. The app I am watching is only available in Canada and I am in the US so it's Geo blocking and so therefore in order for me to cast it to my fire Stick I have to have the VPN on and it literally says it will not connect because of VPN… Read more
so we were just trying to find work arounds and we thought we did but because the streaming is too slow I guess, it cuts in and out and it took like 7 min to watch 2 min of ads and then went to a black screen with circle twirls. I then realized it was 3 pm and I had no more time. It took me I don't know 2 to 3 hours just to get the app downloaded because of the Geo blocking because there was no current apk nor could I use Amazon or Play store because I am located in the United States and that is why VPN was on in Canada. LILY REED was very patient and when I said I had to go I couldn't do this anymore My neck was hurting I was just done and I had to go, she said well wait a minute what if I can find a solution may I email you the solution and that just blew me away that is total customer service. So let me say this to you surfshark LILY REED is not only a valuable employee but she is also your greatest asset. I believe that is called going the extra mile and y'all need to know this, and now I'm excited cuz maybe she will actually find a solution.
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Trial of this combined vpn, antivirus, adblocker [Cleanweb]. I particularly wanted the ad blocker. It did not work, in fact the results were worse on youtube and yahoo than the free blocker I used before. When I contacted them for advice I was asked for an interminable amount of information, attachments etc which was time-consuming. The response… Read more
was "we only block malicious ads" try using the Albania vpn connection - which they could have told me without asking for any of the information requested. BUT that is not a legitimate response. People want to be rid of ads because they are a nuisance, not just when/because they may be malicious. The vast majority are a nuisance without necessarily endangering your device. It is misleading in the extreme to advertise yourself as providing an adblocker when the company policy seems to be that they only block "malicious" ads, not nuisance ads. That is no adblocker at all. And the support service only compounded the annoyance with such a disingenuous response.
Hello, thank you for reaching out. We are sorry to hear… Read more
Positive reviews
We (my wife and I) have had, so far, a good experience using Surfshark VPN service and I had an excellent customer support :D They gave a good discount in the renewal of the subscription and it made the experience much nicer.
Use Surfshark since 2019 and very happy with it. Needed a renewal of my subscription as the autorenewal offer was not what i exspected. Calliope Hayes helped me and provded me al the answers i needed and offered me possible options and an accpetable offer. Show reply
I had some subscription issues so I reached out via the live chat feature. The bot was unable to help and I was connected with Thaddeus. He was polite, efficient, and helped me resolve my issue in less than 15 minutes. I was prepared for a more difficult process but was pleased with the experience.
Negative reviews
Pathetic.They might be a shark but I certainly couldn't do any surfing through their vpn. It either wouldn't connect at all or when it did the connection was so slow that it would literally time out trying to connect to a website. So unusable. Then, despite the fact that they promised a 30 day free trial on purchase, made me request a refund even… Read more
though I was cancelling well within the free trial period. I'm still waiting for the refund. I'd give no stars if possible
Hello, Daniel. We understand your frustration regarding… Read more
Untrustworthy. They accepted payment, said cancelling the subscription wasn't a problem. I needed to upgrade my subscription, same day. Canceled the subscription. Surfshark then refused to refund or provide a subscription. So they took my money, a couple of hundred Aussie, and PayPal back the seller, so be careful...it doesn't reduce the ads and you may get surprised when trying to cancel.
Hi Sid, Surfshark provides a 30-day money-back… Read more
Signed up for a 2 year service and 32 days into it (2 days past their refund window), it says my account has been blocked due to violation of TOS. No explanation is given other than "Since your account was blocked, you will not be able to use it further. Due to violation of our Terms of Service, you have lost your right to a refund. " Scammy behaviour which is unbelievably ironic for a VPN company.
Hi Darren, account blockings are typically prompted by… Read more (+1 reply)
Recent reviews
I had an excellent experience with Surfshark’s customer support agent, Thaddeus Harrington. He handled my inquiry with great professionalism and resolved the matter promptly. I am very satisfied with the outcome and would highly recommend his services to anyone.
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Hi Neddy, thanks for getting in touch. So sorry to hear… Read more