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Live chat customer support is great. Had to restart my computer while talking to them and when I came back on I was connected with a different agent, who proceeded to let me know he was connecting me... See more
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I had a problem when updating the SurfShark app to the latest version. After contacting Surfshark, I was connected to Ms Colette Fairchild. She was very helpful and patient as she guided me through t... See more
surfshark acquired my credit card and started a reoccurring monthly charge with out my expressed permission. They charge $20 just to cancel the subscription I did not open. This company has ALL the... See more
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My first time using SurfShark. I have been impressed with the ease of installation and use of the product. It simply works well and throughput is really good. Actually, this was my first time using... See more
Company details
- #6 of 20 best companies in VPN Service
- #118 of 315 best companies in Software Company
- #35 of 70 best companies in Software Vendor
About Surfshark
Written by the company
Secure Your Digital Life
Surfshark is a cybersecurity company focused on developing humanized privacy & security solutions. Offering a digital privacy protection toolkit, it’s widely recommended as the best value solution for personal data protection.
The all-in-one app kit provides a variety of products, with its main one being a premium VPN service. Additionally, it includes Search (an ad-free private search tool), Alert (a data breach warning system), and Antivirus (an officially certified antivirus software).
Surfshark encrypts users' sensitive information and protects their online activities. Recently, it has successfully undergone an assurance check on its compliance with the no-logs policy performed by Deloitte.
In 2022, Surfshark was recognized by CNET as the Editors' Choice for Best Value VPN and was selected as the VPN Solution of the Year at the CyberSecurity Breakthrough Awards. Surfshark's Antivirus has also been certified by AV-TEST, one of the top organizations in the world for security software testing.
Contact info
United States
- support@surfshark.com
- surfshark.com
4.5
Excellent
26K reviews
Replied to 99% of negative reviews
Typically replies within 24 hours
Different VPN, same problems
5 years ago, I subscribed to NordVPN and encountered several problems since day 1.
Now I decided to give it another try with VPNs, mainly to avoid geo restrictions. And what can I say so far: it made my online experience so much worse - again. Let me give you some examples:
-a lot of websites think I´m a bot now, and I have to verify being human like 10 times in 1h. Can't google without captcha or watch Youtube without finding traffic lights and bikes over and over again.
-when I want to pay with GPay oder Credit Card, my payment method will be declined when Surfshark is on. Only works when turned Off.
-I occasionally cannot login to my mail provider, so I have to turn VPN Off and it will work again.
-when shopping on Amazon, I have to turn the VPN Off again, because I'd need to have an adress according to my chosen VPN country, or my payment will not be accepted.
-I initially just wanted to watch Dragonball again, but the streaming service has a geo-lock on DB in my country. So a VPN is the solution right? Wrong! I can now start the stream, but after a few seconds the website somehow detects the VPN and cuts the stream. This only happens on geo-locked movies or series. It's basically useless.
I'm not saying that all these problems are Surfshark's fault, like due to bad coding or something, but my experience is that many websites and online services somehow cause problems when using such software. So what's the point of having VPN when I end up turning it off again half of the time?
Well, but it's not all bad: you can choose from many countries, the speed is really good, the app is stable and user friendly (on PC and phone as well) and you can create a second online identity (which is pretty cool).
Date of experience: July 06, 2025
Reply from Surfshark
Hi there, thank you for your comprehensive review. It's sad to hear that you're facing all of these issues while using Surfshark and would love to help solve them. Perhaps you could reach out at support@surfshark.com to give our support team a chance to improve your experience?
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Very quick and expert advice on a…
Very quick and expert advice on a difficult connection problem.
Thanks SEBASTIAN and DELILAH !
:)
Date of experience: July 06, 2025
surfshark acquired my credit card and…
surfshark acquired my credit card and started a reoccurring monthly charge with out my expressed permission. They charge $20 just to cancel the subscription I did not open. This company has ALL the earmarks of a scam operation. They will not accept emails unless you pay them $20. There is no way to contact them about this issue with out paying them money. STAY AWAY FROM THIS COMPANY !!!!
THEY NEED TO BE PROCECUTED. If anyone knows of a class lawsuit against them, please contact me.
Date of experience: March 18, 2025
Reply from Surfshark
Hi there, thank you for sharing your experience. Auto-renewal is enabled by default on all our subscriptions, but you can always cancel it on your account page or by contacting our support. As well as that, we do not charge our users anything for cancelling the subscription. We'd love to look into your case and help out however we can. Could you reach out at miles@surfshark.com regarding this?
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My first time using SurfShark
My first time using SurfShark. I have been impressed with the ease of installation and use of the product. It simply works well and throughput is really good. Actually, this was my first time using any VPN and the experience was good. Highly recommended.
Date of experience: May 31, 2025
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Live chat customer support is great
Live chat customer support is great. Had to restart my computer while talking to them and when I came back on I was connected with a different agent, who proceeded to let me know he was connecting me with the agent I was talking to prior to the restart, without me prompting him anything. Also the advice I was given was helpful and actually resolved my problem.
Date of experience: July 05, 2025
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Noah and Zoey were very helpful and did…
Noah and Zoey were very helpful and did not stop until my issue was resolved. Great customer experience
Date of experience: July 05, 2025
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Jessica Evans made the purchase of…
Jessica Evans made the purchase of surfshark so easy it's not funny I had tried to purchase twice through the internet without success but after chatting actually while chatting with Jessica Evans I actually succeeded ... No frustration was necessary LOL, great customer service for my great customer service representative thank you so very much, Jessica Evans.
Sincerely Paul Meyer
Date of experience: July 05, 2025
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Lorelei Sutton was amazing helped me a…
Lorelei Sutton was amazing helped me a lot!!! Great customer support. keep it like that!
Date of experience: July 05, 2025
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Easy to use but sometimes the speed is…
Easy to use but sometimes the speed is low, hope can be improved.
Date of experience: July 04, 2025
Reply from Surfshark
Hi Eric. We recommend changing the connection protocol in your VPN settings. WireGuard and OpenVPN (UDP) should provide you with the fastest connection. You can also try connecting to a different server. In case that doesn't help, feel free to reach out to our support team at support@surfshark.com or via live chat on our help center website.
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The response time from Bot to person and beyond
The response time from Bot, to agent and helping me with my problem was fast. I chatted with Lucien Montgomery and I found it very quick and helpful.
Date of experience: July 04, 2025
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Had issues with my Surfshark app
Had issues with my Surfshark app. and my paid subscription. The app stated that I needed to renew. Clearly it was an error. Lucian Montgomery, Surfshark live agent assisted me with my issue. Thanks to Lucian, my Surfshark app and account was immediately fixed.
Date of experience: July 04, 2025
Good Customer Service
Had a problem and Lucian Montgomery helped me in less than 5 minutes
Date of experience: July 05, 2025
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Live agent Noah Davis helped fast
Date of experience: July 05, 2025
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after some back and forth we solved the…
after some back and forth we solved the issue
Date of experience: July 04, 2025
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The best VPN for China
It’s the best there is for circumventing the great wall of China. I’ve tried them all, and Surfshark is the best and most reliable.
Date of experience: July 04, 2025
Reply from Surfshark
Hey there, thank you for the feedback! We're very glad to hear you found Surfshark to be the best VPN for use in China. If there is anything we can do to further improve your experience, feel free to reach out to us at support@surfshark.com.
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Surfshark took my crypto — $52 gone, no VPN, no refund, only excuses
🚨 Warning for anyone paying Surfshark with crypto!
I paid $52 in crypto for a Surfshark VPN subscription through their official payment partner, CoinGate.
Wallet transaction
HASH:CC927B0C6FEAE8D76F43DDE256AD962BAE5AA9B9A6B9E381E5
rGx4yAkwEjsfEe9ZPj2CJshpSQDXAdvi7Q:29735763
The money was debited from my wallet. Surfshark never activated my account — instead, they keep bouncing me back to CoinGate.
When I contacted Surfshark support, I got generic replies like “No worries, have a good one!” and endless excuses.
Manager’s reply — “You paid Surfshark, but we didn’t receive it, so we can’t refund you.
Yes — they admit I paid Surfshark, not CoinGate directly. But they refuse to help or refund: “You are indeed correct, you paid for Surfshark service, however, you used CoinGate for that.
We did not receive your payment, it did not reach us. Since we do not have your funds, we are unable to refund them to you.”
So Surfshark has my money stuck in their payment chain — and takes zero responsibility for sorting it out. Bottom line:
💸 $52 gone
❌ No VPN
🤡 Endless runaround
They chose CoinGate as their processor — that’s not my problem as a paying customer.
⚡ If you plan to pay Surfshark with crypto — think twice. If something goes wrong, you’re on your own.
If Surfshark doesn’t fix this, I’ll escalate this to crypto fraud reporting, consumer protection, and anywhere this can be seen.
#Surfshark #VPN #CoinGate #CryptoScam
Date of experience: July 03, 2025
Reply from Surfshark
Hi, we're sorry to hear about your experience with our subscription payments. We would gladly investigate what happened in your specific case and we would appreciate it if you could contact us at miles@surfshark.com.
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Great app
Yes, it works great. I use it always when I do not know the wifi I connect with.
Date of experience: July 03, 2025
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Surfshark is user friendly
Surfshark is user friendly. Straight forwarded with no issues.
Date of experience: July 03, 2025
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