Support

Contact us

For connection, compatibility or app questions, email support@serenavpn.app. For personal information and privacy requests, email privacy@serenavpn.app.

Make your first connection

• Check that your iPhone or iPad has an internet connection.
• Open Serena VPN and read the first-launch disclosure. Tap Accept and continue if you agree.
• Open Servers and choose an available server, then return Home. Servers in the same country have different numbers.
• Tap Connect VPN and approve the system request to add the VPN configuration.
• Check the connection state in the app. Tap Disconnect VPN when you want to stop.

The connection will not start

Check that internet access works before connecting, then try again. If the server list needs updating, use Refresh in Servers.

If a server cannot connect, choose another available server. The current catalog uses configurations supported by the app, but maintenance or network restrictions can still interrupt access.

If an error continues, include its wording and the selected server number when contacting support. No account, installation identifier or device-registration step is required.

A website does not load

Disconnect Serena VPN and check whether the site loads on your usual connection. Then reconnect or choose another available, compatible location. Some networks and websites restrict VPN traffic.

A connected status is not a guarantee that every destination will be reachable. Connection status alone does not verify that every app or network request is protected.

Why does the device ask for VPN permission?

iOS and iPadOS ask for permission before an app can add a VPN configuration. This is a system prompt. Approve it if you want Serena VPN to set up the connection; without permission the app cannot start the VPN.

Change the language

Open Settings from the control at the top right of Home, or from the Settings row in About. Under Language, choose English, Italiano or Русский. The preference is saved on your device.

Before you email

Helpful details include your device model, operating-system version, selected location, exact error message and a short description of what happened. Send only what is needed to explain the issue.

Do not send passwords, private keys, server-access links, configuration codes or unrelated personal information. Review screenshots or diagnostic attachments before sharing them.