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Create an account or sign in from the welcome screen in Duvia. Account options are also in Settings → Account.

New accounts verify their email before access is activated. Creating an account alone does not activate a package.

Check your email and password. New passwords use 8–72 characters (fewer with Chinese characters) and include an uppercase letter, a number (0–9) and a symbol. Passwords are not trimmed.

Choose Forgot password? on the sign-in page or from the account password page. Enter the six-digit email code and a new password. Resetting a password signs out other sessions. Never send your password to support.

New accounts must verify their email using a six-digit code before VPN access is available. Codes expire after five minutes. Check spam or request a new code after the resend countdown.

After signing in, choose a package on the Your access step or in Settings → Account and pay with your Apple Account. The package is added to the Duvia account you are signed in to. The price and duration are shown before you pay.

Stay signed in to the same Duvia account and open the app again. It finishes delivering the purchase automatically; Refresh access also checks again. A purchase made while signed in to a different Duvia account belongs to that account.

If access stays pending, contact support with your account email, purchase date and receipt reference. Do not send card details or make another payment just to refresh access.

Current packages are one-time purchases for a fixed period. They do not renew automatically. A successful new purchase immediately replaces the previous package’s remaining time and data. Nothing carries over. Packages include 30 GB for 30 days, 100 GB for 90 days, or 400 GB for one year. Access ends when either the data allowance is used up or the time expires. Uploads and downloads across both routes and all devices count together (1 GB = 1,000,000,000 bytes). You can buy a new package at any time. Usage is checked periodically, so the final total may slightly exceed the allowance.

Your account shows the access expiry. Prices are shown in the app before you pay.

App Store purchases are refunded by Apple. Request a refund at reportaproblem.apple.com; Duvia support cannot refund them directly.

For any other charge, email duvia@elviont.nl with the account email, date, receipt reference and a description of the issue. A request does not guarantee a refund.

A fully refunded or disputed purchase no longer provides access. Never send your full card number, security code or account password.

iOS requires your permission before Duvia can create its VPN configuration. Approve the system prompt when you are ready to connect. The app cannot route traffic through the VPN until permission is granted.

Open Settings → Connection route and select the route you need. Available locations and connection controls follow that selection. Statistics also follow the selected route, keeping its usage separate from the other route.

Location and route availability depend on the service configuration. Check the app for the current options.

1. Confirm that Wi-Fi or mobile data works, and check your account access.
2. Disconnect the VPN, wait a moment and reconnect from Home.
3. Review VPN permissions in iOS Settings and make sure another VPN is not connecting at the same time.
4. If the profile appears stuck, use the reset option under Settings → Advanced. The app recreates its VPN profile on the next connection.

If it still fails, send support the stage where it stops and the error shown.

Check the underlying Wi-Fi or mobile connection, then use Settings → Speed test while connected to the VPN. Speed tests transfer data and results vary with the network, route and server load.

When reporting a problem, include the selected route, approximate time and whether it affects Wi-Fi, mobile data or both. Do not include VPN credentials.

In the app, open Settings → Account → Delete account, enter your current password and confirm. If you haven’t bought a package yet, Delete account is also on the Your access step. If you cannot open the app, contact duvia@elviont.nl from your account email.

Deletion removes account credentials, sessions, package records and linked usage from the active account database and revokes access. Limited transaction-retirement records and payment-provider records may remain. Deletion does not automatically refund a purchase. Signing out or deleting the app alone does not delete your account.

Include your app version from Settings → About, iOS version, device model, the selected route, and the steps that led to the issue. A screenshot can help; hide passwords, VPN credentials and other sensitive details first.