Support
Something not working?
Most questions are answered on the FAQ or transparency pages. For everything else, here is what to check and how to reach us.
Known limits
- One server, in New York. Latency from far away is real, and there is no region to switch to.
- Android only. There is no iOS, desktop, router or TV version.
- Timed sessions. 80, 40 or 20 minutes per block depending on the mode, up to three hours in one stretch. Extending may require a short ad.
- 18 or older. The terms require it and the app confirms it.
- UDP only. WireGuard® runs over UDP; a network that blocks it blocks NetCloak too.
Reporting a problem
Email hello@neuera.app with as much of the following as you can. Each item shortens the time to a fix:
- Your Android version, and the phone model.
- The NetCloak version, from the download page or the Play Store listing.
- The mode you were in: Marathon, Balanced or Sprint.
- What the screen said, word for word, and what you expected instead.
- Roughly when it happened, in your local time, so we can find the two days of operational logs that might still exist.
Please do not send screenshots of anything you would not want in an email. We never need your browsing history, and we cannot see it anyway.
Before you write
- If the app says the connection was lost, that is the app working as designed after a long network outage. Tap connect again.
- If a session ended sooner than you expected, the how it works page lists every reason that can happen.
- If you want to know what the server stores, the transparency page lists every field.
- The FAQ answers the sixteen questions we hear most.