Scam VPN , not use , they charge money then you can never access your account and cancel subscription. Technical support not responsive at all. The worst VPN service ever. If you want to cancel... See more
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Cancelling subscriptions. I wanted to put this out there as I see many have had the same issue with HMA VPN customer service and cancelling. After reading through all my emails, I found that t... See more
Do not even think about it, this is a terrible mistake to pay for such a useless and crippled product. It is an absolute mess, top to bottom
Not for advanced users. The biggest problem with HMA (Hide My Ass) is false country locations / IPs. They claim and offer you to select an IP from many "exotic" countries, however these are all fake.... See more
Company details
Information provided by various external sources
The Web used to be a wild frontier that transcended geographical and political boundaries, and gave people anonymity and freedom. Anyone could go online to share ideas and access anything from anywhere. Now, the Web has become dangerously fragmented along country lines. Everything people do online is tracked, packaged, and sold, or used to control what they can see and do — with consequences that are becoming all too clear every day. HMA brings back online privacy so people can once again experience freedom on the Web. We’ve been around for a long time: We were one of the founders of this whole consumer VPN game. We make sure people can access what they want, from wherever they are, and stay private doing so.
Contact info
London, Belgrade, Prague, Czech Republic
- info@hidemyass.com
- www.hidemyass.com
1.4
Bad
3K reviews
Hasn’t replied to negative reviews
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I unknowingly was subscribed to HMA with not one but two subscriptions. I use Nord VPN. These did not show up in my apps. The company contacted me when they couldn’t draw another payment, and I asked if both could be refunded as they are “grey charges” ones I hadn’t agreed to, First they said no, then they said they would refund one not the other, even though I had not used it. They referred me to PayPal to dispute the charges there which they would know is misleading a run-around and would not succeed as it was a year ago they started. I wrote to ACCC who confirmed I have a legal right to a remedy and their policy doesn’t matter and I sent them that and they still don’t refund, I found them to be disingenuous and am pursuing with the ACCC.
November 21, 2020
Unprompted review
Reply from HMA VPN
Hi Glenda,
Thank you for taking the time to share your feedback here, we really appreciate it.
From your message it seems that there are still some confusions regarding your subscriptions, although we have provided detailed information when you contacted our support directly, so please allow us to provide those details here as well.
We understand that you may have forgotten that you have active subscriptions with us, but since you have to manually place your payment and contact details when you register for our service and you receive confirmation email once the payment is completed, we do everything from our end to let you know that you have a subscription with us. Apart from this, you can always access your HMA account which you have created, where you can manage/cancel your subscriptions and check all the details about them.
We also didn't get in touch with you for the reasons you mention, but to inform you about the upcoming renewal payment, as your renewal date was coming up. Bear in mind that you were informed via email (the same one you used to contact our support) about the creation of your free trials, upcoming renewal payments, payment confirmations once the renewals were processed and the upcoming payment for this year's renewal. You have agreed to the payments that were processed last year but not cancelling your subscriptions, which you can do anytime from your HMA account or by contacting our support to request it.
Our policy is very clear and it states that you are entitled for a refund within 30 days since your payment or payments are processed. However, we always try to put our customer interest first and make sure to find a solution they would find beneficial, which was the reason we made an exception for you and refunded one of your payments from December last year.
HMA has been a VPN provider since 2005 and we have always been very transparent with the way we do our business, otherwise we wouldn't have been here for this long. Feel free to find more information about the EULA agreement you accepted when you registered for HMA here https://www.hidemyass.com/en-us/legal/vpn-terms and also take another look at our refund policy https://www.hidemyass.com/en-us/legal/cancellation-refund-policy.
We hope that we have now clarified the situation a little bit more and that there will be no more confusion or misunderstanding regarding your HMA subscription purchase.
For any other details or questions, we remain at your disposal so make sure to contact us anytime.
Kind regards,
HMA team
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Generally satisfied
Generally satisfied. Still frustrated by not being able to receive BBC.through the VPN system.
November 20, 2020
Reply from HMA VPN
Hello Bjarne,
Many thanks for taking the time to rate our service and leave a review.
We sincerely appreciate it as we are always working on continuous improvement.
We are sorry to hear that you are experiencing issues with accessing BBC.
Could you please reach out to our support via our website as BBC is confirmed working and our colleagues will jump in and assist you in resolving your streaming issue?
In the meantime, have a lovely weekend ahead.
Your HMA team.
Good services
Good services, especially support is excellent. due to some country restriction services are not working at my side they make full refund me.
November 19, 2020
Unprompted review
Reply from HMA VPN
Hello Fan Khan,
Thank you for leaving a comment and star rating for us.
We are glad to make up to you for the issue you faced and we are here if you decide to join us again and have any further questions.
Your HMA Team
Bad product and appalling customer service
I’m sorry to say that after using ham services for 6 years they have now let me down and ignoring all attempts to make contact with customer services.
I renewed my hma subscription a week ago and then attempted to log into my bbc iplayer account from Spain whilst using a Glasgow IP supplied by HMA.
I got the error massage from iplayer that it is not possible to access the site from outside the UK and was thereby denied access.......(this is precisely the situation I wanted to avoid by purchasing HMA.)
I then refreshed the IP a number of times as per HMA advice, but without success. I then opened a customer service ticket and also asked that my subscription be cancelled and the payment refunded.
That was 5 days ago, so far NO acknowledgement or contact from HMA and NO refund.....They are behaving like scammers and I am shocked, considering their lip service to high customer service ideals. I will never use them again and will advise anyone I can to look elsewhere for their VPN.
November 17, 2020
Unprompted review
Reply from HMA VPN
Hi there,
Thank you for providing details regarding your feedback so that we could identify the failure of the Support to assist you promptly, when you needed help.
We have located 3 requests from you sent 3 days ago, on Saturday and attended earlier today. To ensure your request is acknowledged we sent you immediate response with the case number to have it for you reference for each of the 3 requests you have submitted.
We admit this is an unacceptable delay for HMA Support standards (24-48 hours), however it may happen during the weekends and holidays. We apologize publicly for the inconvenience this has caused you as it is obvious you needed to access BBC on Saturday and we got back to you on Tuesday.
This, of course, isn't something you should care about because we are here for you, especially when you need an urgent assistance. That is exactly why we have Live Chat for urgent Support cases. We are very sorry we could not assist you that way and caused the lack of satisfaction to a long time loyal customer.
Our colleagues who already attended your case and offered you a solution for BBC (it requires specific VPN location, different from what you used on this occasion) will contact you back to confirm the refund has been initiated.
Thank you for your patience.
Both the VPN and Customer Services are great!
I have been a client of HMA for several years and found the service exceptional. I had difficulty renewing my license this year so I contacted Customer Support with my concern. Igor responded right away and walked me through the process to renew and get my payment information confirmed. No only does HMA provide excellent VPN services but their customer service is superior as well.
November 12, 2020
Unprompted review
Reply from HMA VPN
Hi Larry,
We are so glad to hear your thoughts about our services. The way you raised your voice to praise us and how we care about our customers is so great and demanding at the same time, that we are indeed inspired to try even better than that! Thank you very much for that!
HMA Team
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Reply from HMA VPN
Hello there Igor, thank you so much for your feedback, we are glad to see that you like HMA VPN. Have a great day! Your HMA team.
Reply from HMA VPN
Hi,
We truly appreciate you taking the time to leave this excellent review.
We work hard to provide a stable, reliable system that our users can depend on and your feedback is much appreciated. If you need anything at any time, please feel free to reach out to HMA support directly on their website and they will be happy to assist.
Thank you for trusting HMA.
Branko - great support person!
Hello, Branko was very helpful when I needed support. He was efficient and quick!
October 23, 2020
Unprompted review
Reply from HMA VPN
Hey Bard!
This is a great feedback indeed!
We tend to provide a personalized support and each of customers is served individually and with special care.
Thank you for sharing your thoughts with us and for appraising Branko. Yes, a great Support person! We will pass these kind and encouraging words to him.
HMA Team.
The sales rep delayed to reply to my…
The sales rep delayed to reply to my question for new quotation and reduce of connections and because it was urgent to renew my subscription, I renew without to have the new quotation, so I pay more than I need. Very disappointed.
October 7, 2020
Unprompted review
Reply from HMA VPN
Hello,
Thank you for taking your time to share your impressions with us. We are sorry to hear that your experience wasn't not satisfactory.
After reviewing your correspondence with us we noticed that our collogue contacted you on two occasions, two weeks and a week before the renewal of your subscription was about to take place.
We do this to inform you that your subscription is about to expire and that if you want some adjustments done or any changes to the plan, you'd have enough time to do this before the subscription plan expires.
There was no response from your until the day your account was about the expire, when the time frame is very limited, both for a new quotation to be properly presented or for any additional adjustments to be made.
Rest assured that we always do whatever we can to assist our customers get the best deals from us and resolve any matter to their satisfaction. You can expect an email from our Sales department with some additional questions about your account and suggestions on how to opt for a plan that would suit you best.
We appreciate your loyalty and trust you have in us and we of course appreciate your feedback, so that you again for sharing your throughs with us.
Best regards from your HMA team!
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The service is excellent, but...
The service is excellent, but holding back one star:
1. It bothers me that the VPN ranges ALL over the world rather than just all over the US.
2. A little too pricey. I would have used it on all my computers.
October 6, 2020
Unprompted review
Reply from HMA VPN
Thank you so much for reaching out to us and taking the time to rate our service.
We would like to start with some good news! You can install the app on as many computesr as you want. One HMA subscription can support up to 5 simultaneous connection, but the app can be installed on an unlimited number of devices, all with a single subscription.
When it comes to the number of servers, I can assure you that all our servers are very secure and that there is no need to be bothered by the fact that our servers are in different locations. You can also choose which server you're connecting to, so if you only want to receive US IP addresses, you can do so by connecting to our USA servers.
We thank you for your feedback and hope we've earned that five star rating! ;)
You are one of the best!
October 6, 2020
Unprompted review
Reply from HMA VPN
Wow, thank you so much for such a wonderful review Alina! We truly appreciate it!
Big thank you from the entire HMA team, and please feel free to reach out to us if you need help with anything reguarding our service. You can get in touch via this link > https://support.hidemyass.com/hc .
Hope you have a nice day, and stay safe! :)
Good and fast service
The agent was very polite and helpful. My issue was resolved within a day.
October 3, 2020
Unprompted review
Reply from HMA VPN
Hello, thank you for your feedback, we are glad to hear that you are satisfied with the support you have received.
Have a fantastic day! Your HMA team.
This service WORKS
This service WORKS! and it is always available!
Best VPN service I have ever used!!!
September 30, 2020
Unprompted review
Reply from HMA VPN
Hello,
We are glad to hear your feedback. Thank you for trusting HMA.
If you have any questions or need any assistance, feel free to contact our support on chat or at https://www.hidemyass.com/webform
Regards,
HMA Team
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Very quick and effective response
Very quick and effective response. My contact person, Vjekoslav, was both highly professional yet friendly and reassuring. It was the first for me to contact HMA help desk and I’m very pleased with the support I received.
September 29, 2020
Unprompted review
Reply from HMA VPN
Hello Cathy,
Thank you for your feedback, we really appreciate it. We hare glad to hear that you are satisfied with the support you have received.
Have a wonderful day! Your HMA team.
A really great support that helped me…
A really great support that helped me fix my issues very quickly!! Thank you again Ingvar!!!
September 29, 2020
Unprompted review
Reply from HMA VPN
Hello Souleymane, thank you for your feedback, we really appreciate it. We hare glad to hear that you are satisfied with the support you have received.
Have a wonderful day! Your HMA team.
Reply from HMA VPN
Hello there,
Thank you very much for your feedback. We are happy to hear that you find HMA VPN easy to use.
We will try our best to keep up the good work.
Thank you for your trust, have a fantastic day! Your HMA team.
It was great service
It was great service. Quick and easy.
I was happy and satisfied with the service I had with HMA. Thank you Natasa for the quick and prompt service. I recommend hma as very reliable VPN application.
September 23, 2020
Unprompted review
Reply from HMA VPN
Hello Khodr,
We are incredibly grateful that you took the time out to leave us this note. Our company values put customer satisfaction as top priority and we are committed to our customers. Its customers like you that make our job wonderful.
When it comes to Natasa, this is nothing new. She will always deliver only the best customer service.
We look forward to serving you again.
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Great pre-purchase advice and after…
Great pre-purchase advice and after sales support.
August 28, 2020
Unprompted review
Reply from HMA VPN
Hello,
Thank you for your rate!
If you have any questions or need any assistance, feel free to contact our support on chat or at https://www.hidemyass.com/webform
Regards,
HMA Team
Because of an internet bug during my…
Because of an internet bug during my payment I paid twice, which was considered for a longer period. After I contacted them, they cancelled the second payment. Only (big) problem is that the software disconnect if there is a cut in the internet and don't start again when it's going back. You can discover at the end of the movies you were not protected since it happened.
August 27, 2020
Unprompted review
Reply from HMA VPN
Hello,
Many thanks for taking the time to rate our service.
We are sincerely sorry to hear that your payment attempted ended in an overcharge but we are glad to hear that the additional payment was cancelled. As far as your disconnection issue goes, unfortunately once your internet connection stops, the VPN encryption tunnel that is protecting your online traffic disappears as well.
We are sorry to hear that it does not connect back on its own and that no alerts are received that your VPN connection stops.
That being said, we have forwarded your feedback to our development team as that is something definitely worth looking into. Your feedback is sincerely appreciated.
Good health to you and your beloved ones.
Your HMA team.
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