Frequently Asked Questions

• 1: How to Purchase and Use
• 2: iOS Device Restore Settings
• 3: How to Handle False Interceptions
• 4: After-Sales Service Guide
• 5: Mini Program Inaccessibility
• 6: Slow Access to Some Websites

1 - How to Purchase and Use

Purchase and Use

2 - iOS Device Restore Settings

If you encounter misinterception issues on your iOS device, you can restore the original DNS settings using the following two methods.

Method One: Temporarily Disable DNS Encryption

This method is suitable for temporarily testing whether the issue is caused by DNS settings:

1. Open the Settings app
2. Go to General > VPN & Device Management
3. Find the DNS option under the Access Restrictions and Proxy section
4. Select Automatic to temporarily restore the system default settings

Method Two: Completely Remove Configuration

To completely remove DNS encryption settings:

1. Open the Settings app
2. Go to General > VPN & Device Management
3. Find public.adguardprivate.com DoT under Configuration Profiles
4. Click Remove Profile and confirm

If you decide to permanently stop using AdGuard Private, it must be because our service has caused you a bad experience, and we are very sorry for the inconvenience caused. The public service uses popular interception rules, and due to limited manpower, we cannot be aware of all app misinterceptions or missed interceptions. If you wish to customize rules to meet personalized needs, you can consider purchasing private services, which offer dedicated services at a very high cost-performance ratio to meet various needs.

Configuration Demonstration

3 - How to Handle False Interceptions

Some services are considered necessary by some users but viewed as personal data collection or advertising by others. For example, within WeChat and Alipay, some mini-programs that mix services and advertisements may not function properly, and payment redirections such as those for parking lots or vending machines may not work correctly.

If the interception rules are set too strictly, these services may be blocked, causing service malfunctions.

Temporarily Disable Protection

If you need an urgent, temporary solution, you can resolve it by temporarily disabling protection. It usually takes effect within 10 seconds.

Add Services to the Whitelist

For services that you use long-term, you can add them to the whitelist to prevent them from being intercepted again. It usually takes effect within 10 seconds.

Temporarily Disable Settings

Public service users can resolve the issue by temporarily disabling the service. It usually takes effect within 60 seconds.

4 - After-Sales Service Guide

Service Features

We adopt a no-registration design to protect user privacy:

• No need for users to register an account
• No collection of personal information
• Service voucher obtained immediately after payment
• Completely anonymous service experience

Service Content

1. Technical Support

   • Installation and configuration guidance
   • Troubleshooting assistance
   • Consultation on feature usage

2. Service Assurance

   • 24/7 fault response
   • Service availability assurance
   • Rule update maintenance

Contact Methods

WeChat Support

• WeChat ID: adguard6688
• Service hours: Weekdays 9:00-18:00
• Response time: Usually within 2 hours

Email Support

• Email: service1@adguardprivate.com
• Email subject: Please specify “AdGuard Service”
• Response time: Within one business day

Service Voucher

After purchase, you will receive:

• Management backend access link
• Exclusive username and password
• Configuration guide document

Privacy Protection

We value user privacy:

• No collection of user personal information
• No sending of marketing emails and text messages
• Strict adherence to Privacy Policy

5 - Mini Program Inaccessibility

If the interception rules are set too strictly, they may block some normal services, causing service operation abnormalities.

Temporarily Disable Protection

If you need an urgent, temporary solution, you can resolve it by temporarily disabling protection. It usually takes effect within 10 seconds.

Add Service to Whitelist

For services that are used long-term, you can add the service to a whitelist to prevent it from being blocked again. It usually takes effect within 10 seconds.

Temporarily Disable Settings

Public service users can resolve the issue by temporarily disabling the service. It usually takes effect within 60 seconds.

6 - Slow Access to Some Websites

Slow Access to Some Video Websites

If you find that accessing certain websites is slow when using AdGuardPrivate, it may be due to the following reasons:

ECS Support:

The free version of AdGuardPrivate does not support ECS (Extended Client Subnet) functionality. ECS is a DNS protocol extension that allows DNS servers to provide more accurate DNS responses based on the client’s network location. Many CDNs (Content Delivery Networks) use ECS to direct users to the nearest server, thereby improving speed. The free version servers are located in Shanghai and Hangzhou.

Impact:

• Slower Speed: Without ECS, AdGuardPrivate may not be able to direct you to the optimal CDN server, resulting in slower speeds.
• Inaccurate Geographic Location: You may be directed to a server that is farther away from you, increasing latency.

Solutions:

• Upgrade to the Paid Version: The paid version of AdGuardPrivate supports ECS functionality, which can resolve this issue and improve speed.
• Use Other DNS Servers: You can try using other DNS servers that support ECS.