Find answers to common questions about our products and services.

When was NCryptcellular founded?

February 2015

Why was NCryptcellular founded?

The entire focus was on the latest and greatest features with the security of data left way behind. NCryptcellular was formed to plug the gap in the security-conscious mobile devices and communications.

Who owns NCryptcellular?

We are a 100% Australian owned company, based out of Sydney.

How will the government impact the integrity of my data, through their mandated backdoor policies?

Our products and services will never contain a backdoor and our operating systems are 100% open source.

What information does NCryptcellular store?

Nothing beyond the absolute necessary for tax and GST compliance.

What threats does NCryptcellular protect against?

NCryptcellular offers security against anyone who tries to listen into your calls or intercept your data, both inside the telephone network and on the air. We specialise in encryption hardware and software and can provide qualified solutions for your situation and risk profile.

Is Tutanota for free?

Yes, the Tutanota webmail client is forever free with 1 GB of free storage for private users.

What does the name "Tutanota" stand for?

Tutanota is derived from Latin and contains the words “tuta” and “nota” which means “secure message”.

Is Tutanota open source?

Yes, all Tutanota clients are published as open source under GPLv3 . Check out our GitHub repository . We welcome you to review the code, to give us feedback or to contribute!

Does Tutanota use renewable energy?

Yes, Tutanota is a green email service that relies exclusively on renewable energy for all email systems.

Is Tutanota certified?

Tutanota was subject to an extensive penetration test by the SySS GmbH in November 2013. During the tests the experts were not able to access the system or to retrieve any confidential data.

Can I use Tutanota for my business?

Yes, Tutanota offers secure business email accounts with lots of whitelabel customizations. You can place the login for your employees directly on your website with a whitelabel domain. Tutanota also offers Secure Connect, an open source encrypted contact form so clients can get in touch with you confidentially directly on your website.

Learn here how to use Tutanota in your organization or company with your custom email domain .

Here’s a list of all whitelabel customizations for business use . Here’s an instruction how to whitelabel Tutanota for your business, how to add the encrypted contact form Secure Connect to your website and more .

What is Secure Connect?

Secure Connect is an open source encrypted contact form which enables every visitor of your website to contact you confidentially. Check here how to book Secure Connect and how to send an encrypted message via Secure Connect .

Is Tutanota compliant with the GDPR?

Yes, Tutanota as an encrypted email service is perfectly suited for any business that would like to use a GDPR-compliant email service .

Does Tutanota offer a data processing agreement according to the GDPR?

Yes, right after registration of a business account you will find a data processing agreement directly in Tutanota under Settings -> Subscription .

Is a calendar included in Tutanota?

Yes, an encrypted calendar is integrated into the Tutanota mail client.

Special offers for non-profit organizations

We donate the business version of Tutanota to non-profit organizations (NPOs). Please find details on how non-profit organizations can secure their emails for free or with a discount .

I can't access my account. What can I do?

If you can’t login to your account, this has been caused by one of the following reasons:

  • You forgot your password or lost your second factor: Please read How do I reset my password or second factor?
  • Your account got suspended due to unpaid invoices: Your account may be suspended if you don’t pay your open bills for a long time. Just contact us if you want to continue using your account and include the email address of your suspended Tutanota account.
  • Your account was disabled due to another reason: Some accounts get disabled due to a violation of our Terms of Service . You can contact us if you think that we made a mistake. Please include the email address of your suspended Tutanota account.

Our secure password reset feature enables you to reset your account yourself. Please write down your recovery code somewhere safe.

Tutanota secures my private key with my password. Can you access my password?

No. When a password is used for authentication (login), it is not necessary that it is known to the server you want to authenticate with. The server only needs a fingerprint (hash) of your password. With Tutanota your hash for authentication is calculated by your browser and only the hash is being sent. Your password never travels the Internet in plain text and it is never seen by our server. As hashes are non-invertible, the server is unable to reconstruct your password from the hash. The server is not able to decrypt your message, but still able to log you in.

Recommended for further reading: Learn how Tutanota automates the encryption process while leaving you in full control of your encrypted data .

What hashing function is used for the password?

Your password is salted and hashed with Bcrypt on your device before being transmitted to Tutanota. Bcrypt is the most reliable method because brute-force attacks need much more time in comparison to conventional methods such as MD5 or SHA. With this method we guarantee an integrated confidentiality and we allow you to access and decrypt your emails from desktops and mobile devices instantly.

How do I choose a strong password?

Tutanota uses a password strength indicator that takes several aspects of a password into consideration to make sure your chosen password is a perfect match for your secure email account. You can find additional tips on how to choose a strong password here .

Tutanota has no limitations in regard to the password length or used characters; all unicode characters are respected.

Does Tutanota support two-factor authentication (2FA)?

Yes, Tutanota supports two-factor authentication with U2F and TOTP. Here are details on how to set up your second factor in Tutanota .

Please note: U2F is currently not working in Firefox.

When I log out of Tutanota, the browser or app always logs in again. What can I do to stop this?

If you click on ‘Logout’, you log out. Please note: If you have previously saved the password, you are now logged out, but the password is still saved for automatic login. To ‘unsave’ the password, please log out. The login screen appears, click on ‘More’ and ‘Delete credentials’.

Where does the encryption process take place?

Encryption and decryption of data always happens locally on your device upon login. All data is end-to-end encrypted and only you can access the data with your password.

What is encrypted and what can you read?

Tutanota encrypts all data stored in your mailbox (contacts, emails, email signature, inbox rules, invoice data, payment method, certificate and private keys of your own domains). When sending an email, Tutanota encrypts subject, content and attachments automatically.

We can read only the following metadata:

  • sender
  • recipient
  • date of the email

We are looking into possibilities to hide the metadata in the future as well.

Where are my keys generated and how is my private key secured?

Your private and your public keys are generated locally within your browser upon registration. Your private key is encrypted with your password. This way your login password receives the status of the private key. The key is encrypted so strong that only you can use the key for encrypting and decrypting data. This is why a strong password is essential. An automatic password check on the client makes sure that you use a strong password. Your password is never transmitted to the server in plain text. It is salted and then hashed with bcrypt locally on your device so that neither the server nor we have access to your password. With this innovative design you can access your encrypted inbox from any device (desktop, mobile) easily.

What encryption algorithms does Tutanota use?

For the email encryption between users, Tutanota uses a standardized, hybrid method consisting of a symmetrical and an asymmetrical algorithm. Tutanota uses AES with a length of 128 bit and RSA with 2048 bit. Emails to external recipients are encrypted symmetrically with AES 128 bit.

How are my emails encrypted with Tutanota?

The system automatically encrypts all emails stored in Tutanota. Emails between Tutanota users are automatically encrypted end-to-end, emails to external users can be secured with the help of a password. Here we explain the differences between a confidential (end-to-end encrypted) and a non-confidential email.

Independent of the end-to-end encryption, the transport between client and Tutanota servers is secured with SSL and DANE to maximize security . You can check here how to install the DANE browser add-ons .

Where are the Tutanota servers located?

The Tutanota servers are located in secure and ISO27001 certified data centers in Germany. All saved data are subject to the strict German privacy protection laws. Independent of that all data is end-to-end encrypted and cannot be read by the Tutao GmbH as the provider or by any third party.

Does Tutanota log IP addresses or can I use my encrypted mailbox anonymously?

By default, we do not log IP addresses when you log in or when you send an email. The IP addresses of sent and received emails are stripped so that your location remains unknown.

We only log IP addresses of individual accounts in case of serious criminal acts such as murder, child pornography, robbery, bomb threats and blackmail after being served a valid court order by a German judge. You can find details on this as well as on German data protection rights on our blog .

Learn on our blog how Tutanota fights illegal mass surveillance by providing an anonymous email service. Upon registration you do not need to provide any personal data (e.g. no phone number required). We will also make it possible to pay for Premium and Pro with Bitcoin .

Is my address book within Tutanota encrypted?

Yes, all data within Tutanota is end-to-end encrypted and only accessible with your password. Scanning and profiling of your data is not possible.

Can I disable sessions remotely (session handling)?

Yes. You can view and remotely close active sessions under Settings -> Login.

Check our How-to to learn how to enable storing of closed sessions to monitor whether someone else has access to your account. To guarantee the users’ privacy, we have implemented the feature as follows:

  • The IP address is stored encrypted, and only the user can decrypt this information. No one else – not even we at Tutanota – can access this information.
  • IP addresses are only stored for one week and then automatically deleted.
Do you delete inactive accounts / recycle email addresses?

Free of charge accounts are deleted if they were not used for at least six months. Your deleted email address (also if it is an alias) will not be recycled for security reasons. There must be no possibility that someone else is able to register your previously used email address, and then, by accident, receive a confidential email that was meant for you.

How can I view headers in my encrypted mailbox?

You can show headers of received emails by pressing the shortcut H.

Tutanota strips headers from emails sent to protect your privacy.

Why is automatic image loading blocked in Tutanota?

Tutanota does not load images automatically when you open an email. When you load external images manually, please note that

  • someone knows that you read the email.
  • someone may add cookies to your browser (if your browser is not configured to reject them).
  • someone may track your location with your IP address.
  • someone may track parameters of your device.

Please read here how we make sure that you can use Tutanota as an anonymous email service. We plan to improve image loading in the future so that you can whitelist trusted senders; images in emails from these senders are then loaded by default.

Does Tutanota offer full-text search?

Yes, Tutanota comes with full-text search of your encrypted mailbox. In the free version, search is limited to four weeks into the past due to heavy server load caused by the encrypted search feature. Learn here how you can improve your search results . The spam folder is excluded from search.

Search is executed locally via an encrypted search index to guarantee security and privacy of your data as well as your search queries. As the search index needs to be stored in your browser, it does not work in private mode/incognito mode. Read here how our innovative full-text search on encrypted data works .

Where can I request a new feature for Tutanota?

You can request and discuss new features with us and other users in our Reddit community . You can check whether someone has already requested this feature and whether we have already added it to our Roadmap .

How can I change the language in Tutanota?

The language in Tutanota is taken automatically from your browser or system settings. Please change the language there.

We also invite you to join our translation project to improve Tutanota in your native language!

Where can I get the Tutanota app?

You can download the Tutanota app from the following stores:

In addition to that, you can also directly download and install the APK for Android . Keep in mind that you will not get updates automatically if you install the app manually instead of using an app store. You can add our blog to your RSS-reader with this link to get notified about updates: RSS-Feed .

Push notifications on my Android phone are being delayed. What can I do?

Please check the app settings on your phone. As we do not use Google’s push notifications service, battery optimization must be disabled for Tutanota to receive push notifications instantly.

This is necessary to offer you an open source email service free from any links to Google .

My Tutanota app on Android was disabled, but I don't see a new version on F-Droid. What can I do?

You need to update your F-Droid repository to see the newest version of the Tutanota Android app

Why does the Tutanota app ask me to update WebView?

WebView is a system app on Android devices which allows us to display web content inside the Tutanota app. Newer versions let us use newer technologies to make the app smaller, faster, more beautiful and more reliable. If you experiencing issues or bugs with the Android app, updating WebView has a good chance to help.

Here are instructions how to update WebView on your phone.

Where can I get the Tutanota desktop client?

You can download the Tutanota desktop clients (beta) here:

  • Client for Linux
  • Client for Windows
  • Client for Mac OS

Please find lots of details on how to get started with the desktop clients in our How-to (install, uninstall, default mailto app) .

Is it possible to merge several Tutanota email addresses in one account?

Yes, you can add existing email addresses (e.g. Alice2, Alice3) as aliases to a Premium account (Alice1). Before you can add the aliases, you need to delete the other accounts (Alice2, Alice3) and specify the Premium account (Alice1) as the take over account upon deletion. We explain here how to take over the email addresses.

Please note: You are only transferring the email addresses. Emails and contacts stored in the deleted accounts (Alice2, Alice3) are being deleted. Please export important emails before deleting the accounts.

Why does Tutanota not use PGP?

Current encryption standards like PGP and S/MIME have several issues that we plan to address with Tutanota. These standards do not support forward secrecy and are not resistant to attacks from quantum computers.

In addition, it is important to us that the subject line in emails is also encrypted. That’s why we have developed a solution that is also based on recognized algorithms (RSA and AES) and that automatically encrypts the subject, the content and the attachments. In the future, we plan to upgrade these algorithms to quantum-resistant ones that also support forward secrecy. You can find more information on why Tutanota does not use PGP here .

We also see the importance that Tutanota needs to be interoperable with other encryption solutions. We will develop an API so that Tutanota users can communicate with users of other secure services confidentially in the future.

Is there a dark theme in Tutanota?

Yes. Before logging in, click on ‘More’ and ‘Switch color theme’ to switch to the dark theme. This works in all Tutanota clients (web, desktop, apps).

How do I use Tutanota?

Tutanota is very easy to use. From the start we focused on usability and kept the encryption process in the background. You do not have to install anything or worry about key handling. Tutanota is as easy to use as Gmail or any other webmail service.

You can start with Tutanota right away. If any questions remain, check our detailed how-to .

This describes all Settings of Tutanota. It also answers common usability questions such as:

  • How to send an encrypted email?
  • How to switch to not confidential?
  • How are contacts sorted?
  • How to add / rename / delete a folder?.
  • How to use multi-select and shortcuts?
  • How to upgrade to Premium?
  • How to set up an alias?
  • How to send an email from an alias?
  • How to manage passwords for my Premium users?
  • How to send emails with my own domain?
  • How to add an encrypted contact form to my website?
  • How to delete an account?

What browsers does Tutanota support? Via what browsers can external recipients check their encrypted emails?

Tutanota supports the current version of the following browsers:

  • Firefox (desktop)
  • Opera (desktop, Android)
  • Chrome (desktop, Android)
  • Safari from version 11.0 (desktop, iOS)
  • Microsoft Edge (desktop)

Tutanota also works in Internet Explorer 11, but this browser is not officially supported.

What is the maximum size for emails and attachments?

The size of emails with attachments sent via Tutanota is limited to 25 MB at the moment.

Can I retrieve my Tutanota emails via IMAP to another email client?

This is not possible as we could not guarantee end-to-end encryption for your data. Instead Tutanota offers email desktop clients for Linux, Mac OS and Windows.

As an external recipient, can I re-access my emails later?

Yes, you can always access the emails sent via Tutanota through the link from your latest notification email. Old notification links from the same sender are de-activated for security reasons. Your exchanged password, however, stays unchanged as long as the sender does not change it. If you have saved the password upon accessing your confidential emails in your browser, you do not have to re-enter it.

Are emails to other Tutanota users always encrypted?

Yes, when sending emails from Tutanota to Tutanota, all emails are encrypted automatically end-to-end on your device. You do not have to enter any passwords.

Can Tutanota encrypt emails to other email services (external recipients)?

Yes. Tutanota uses a preshared password for sending an encrypted message to an external recipient, to someone who does not use Tutanota. Please check our how-to to learn how to send encrypted emails to external recipients .

Can I add alias email addresses to Tutanota?

Email aliases are additional email addresses that you can use with the same mailbox without having to switch accounts. Aliases are a Premium feature. If you upgrade to Premium (€1 per month) , you can add up to 5 aliases.

Find out more about Tutanota aliases in our How-to .

Can I use plus addresses for my Tutanota email address?

No, Tutanota does not support plus addressing ([email protected]) for Tutanota domains. If you want to register with different plus addresses at different sites, you can add an alias package to your account.

Alternatively, you can use a custom email domain with catch-all to create an unlimited number of plus addresses for incoming emails.

Can I use a custom email domain with Tutanota?

Yes, Tutanota Premium and Pro come with custom email domain support. Once upgraded, you can add as many domains as you like.

Please refer to our how-to to learn how to add your own email domains to your Tutanota account and how to make sure that your MX and SPF records are set up correctly in your DNS as well as how to activate/deactive catch-all and more.

Does Tutanota use a spam filter?

Yes, Tutanota uses a spam filter to keep your mailbox free from spam. We are improving this filter continuously. Should you receive spam emails in your inbox, you can also configure your own spam rules here to blacklist or whitelist certain email addresses or domains.

In paid accounts, only admins can create spam rules that are being applied across all users.

Does Tutanota support inbox rules for filtering incoming emails?

Yes, Tutanota supports an unlimited number of inbox rules / filters for paid accounts. Check our how-to to see how to set up inbox rules .

Are emails in Trash and Spam folder deleted?

Yes, all emails moved to Trash or Spam are automatically deleted after 30 days. You can also manually empty these folders with one click.

Please note: Emails deleted from Trash or Spam folders are physically deleted and can’t be restored.

Are there email limits to protect Tutanota from being abused by spammers?

Yes, Tutanota uses different variables to calculate email limits for individual accounts. This is necessary to protect our free and anonymous email service from spammers who try to abuse Tutanota. If spammers were able to abuse Tutanota, it would harm all Tutanota users – ie Tutanota domains could end up on email blacklists, which we have to prevent under all circumstances.

If you receive the following message in your Tutanota account “It looks like you exceeded the number of allowed emails. Please try again later.”, the anti-spam protection method has stopped your account temporarily from sending new emails. Please wait a day or two to send new emails again.

If you need to send more emails immediately, please upgrade to our affordable Premium version (1 Euro per month) as limits for Premium or Pro users are much higher. Simply click on ‘Premium’ in your top menu bar of Tutanota.

Please note that Tutanota is not meant for sending out mass mailings such as newsletters. Please read our Terms & Conditions for details.

Are email addresses stored automatically in contacts when sending an email?

Yes, email addresses are automatically added to your encrypted Tutanota address book when sending an email unless you deactivate this feature. You’ll find details here .

Does Tutanota support email and contacts export and import?

You can export individual emails or batch-export emails by using multi-select.

Email import is not yet possible. We plan to support email import as well as an even easier export function with our new secure desktop clients.

You can already import contacts via vCard .

Can I change the signature in a free account?

Yes, you can change the signature in Settings -> Email . Every account can change their signature. To support our free and secure email service, please leave the link to our homepage in your signature.

Is it possible to edit Tutanota emails (HTML editing)?

Yes, Tutanota supports HTML editing options. These are explained in our how-to along with lots of information on email handling .
If I upgrade to Premium, can I downgrade to free again?

Yes, you can downgrade back to free anytime. Before this, you need to disable all extra bookings (aliases, storage, additional users). You can keep your main Tutanota email address as a free account.

Check here how you can upgrade and downgrade .

Does Tutanota publish a Transparency Report?

Yes, the Tutanota Transparency Report is updated every six months. You can check it here . It also includes a Warrant Canary.

My newly created account has been put on hold for 48 hours after registration. What should I do?

Some accounts are automatically marked for approval upon sign-up to prevent abuse. This often affects IPs from VPN services or Tor as spammers try to bypass our anti-spam protection method by abusing these services. Please read here why the 48-hour wait is necessary to protect your privacy to the maximum with a truly anonymous email service.

During these 48 hours emails cannot be sent or received. Please do not share your new email address before the blocking has been lifted automatically.

I don't receive confirmation emails from services or newsletters. What can I do?

Sometimes newly created email addresses are put on hold for 48 hours to prevent abuse. It is important that you do not share your email address until this block is lifted automatically.

If you do use the email address to register elsewhere or sign up for newsletters before the block is lifted, this service will send you a confirmation email, which will bounce. As a result, they will block your email address to keep their sender score high. If this has happened, you will not receive emails from this service even if you click to resend the confirmation email at a later time. You will need to use a different email address for this service or ask their support for help.

How do I solve the Tutanota Captcha upon registration?

Tutanota uses its own Captcha so that we do not have to depend on using Google Captcha. This enables us to offer an open source email service without any links to Google .

The Tutanota Captcha shows a clock. You need to enter the displayed time with four numerals, including the colon in the middle. If the displayed time is 8.30 for example, you have to enter 08:30 or 20:30 exactly.

I have received an abusive email (spam, phishing) from one of your domains. How do I report abuse?

If you would like to inform us about abusive usage of one of our domains (tutanota.com, tutanota.de, tutamail.com, tuta.io, keemail.me), please contact us at [email protected] Please forward the abusive message to us if appropiate.

If you would like to report abusive usage originating from another provider’s email address, you can find contact addresses at abuse.net.

Where can I report a security issue or a vulnerability that I found in Tutanota?

We at Tutanota take utmost care to secure your mailbox to the maximum. The Tutanota code is published on GitHub , and we invite security experts to check the code. In case you find a vulnerability in Tutanota, please report it directly to us so we can fix it.

Is /e/ open-source?

Yes – all source code is available and you can compile it, fork it… Some prebuilt applications are used in the system; they are built separately from source code available here read the statement .

Cool, /e/ is open-source – how can I contribute?

Join one of the /e/ projects looking for contributors. Help solving issues listed here Start building /e/ for a new device and become a maintainer. Maybe you have other suggestions, feel free to contact us! Send an email to [email protected], with a clear subject line (like : ROM Developer Mediatek).

Does /e/ = LineageOS + microG?

/e/ is forked from LineageOS. We’ve modified several parts of the system (and we’re just beginning): installation procedure, settings organization, default settings. We’ve disabled and/or removed any software or services that were sending personal data to Google (for instance, the default search engine is no longer Google). We’ve integrated microG by default, have replaced some of the default applications, and modified others. We have added a synchronization background software service that syncs multimedia contents (pictures, videos, audio, files…) and settings to a cloud drive, when activated.

Also, we’ve replaced the LineageOS launcher with our own new launcher, written from scratch, that has a totally different look and feel from default LineageOS.

We’ve implemented several /e/ online services, with a single /e/ user identity ([email protected]). This infrastructure will be offered as docker image for self hosting: drive, email, calendar… to those who prefer self-hosting.

We have added an account manager within the system with support for the single identity. It allows users to log only once, with a simple “[email protected]” identity, for getting access to /e/’s various online services (drive, email, calendar, notes tasks).

Why should I use /e/? I can customize the ROM myself…

Absolutely! /e/ was not made for geeks or power users, it’s designed to offer a credible and attractive alternative to the average user, with more freedom and a better respect of user’s data privacy compared to mobile operating systems offered by the worldwide duopoly in place.

We really appreciate your involvement though. Your beta-testing and valuable feedback will help to make this alternative available to many more people who can’t do this sort of thing for themselves.

I’m a geek and I love the default AOSP/LineageOS look

In that case, you probably won’t be very happy with /e/, don’t use it!

Aren’t you stealing the work of LineageOS developers?

No – we’re using the rules of open-source software. Just like AOSP-Android is forking the Linux kernel work, just like LineageOS is forking AOSP work, /e/ is forking LineageOS work. /e/’s focus is on the final end-user experience, and less on the hardware. We encourage core developers to contribute upstream to LineageOS. When thinking about LineageOS vs /e/, think about Debian vs Ubuntu.

Does /e/ have a simple way for updating the system regularly ?

Yes – a simple 1-click (well, that may be 2 or 3!) “over the air” update feature is available in settings.

Is my XYZ123 device supported?

Look at the device list. We are adding new devices regularly.

From which version of Android is /e/ forked?

Depending on the smartphone model, /e/ is forked from Android 7, Android 8 or Android 9. The /e/ experience is consistent across the various versions of Android.

Is /e/ stable?

No – we’re in beta stage at the moment. The system is pretty usable though, but use it at your own risk!

Will you offer /e/-preloaded phones?

Yes! we are almost ready to launch the first premium grade refurbished smartphones with /e/! Discover them here

If I find a bug, should I send you an email?

No – please report bugs and send suggestions using our GitLab platform as explained here

If I have a suggestion, how should I contact you?

You can use our community forum to report suggestions. If you have suggestions related to improving privacy, you can also send an email to [email protected] .

Why this weird, inconvenient /e/ name?

We had to change our name for legal reasons as explained here

/e/ is a textual representation of our “e” symbol which means “my data is MY data”.

It’s the current project codename, we will probably introduce a new and more convenient name for our mobile ROM in few months.

Devices list

Essential Phone
















What is FLOSS?

FLOSS stands for Free/Libre Open Source Software and is software with its source code available to the public and allowed to be modified, improved or whatever else users feel like doing do it. It grants you freedom.

What is GNU/Linux?

A “Linux” operating system, properly described as GNU/Linux, is an operating system based upon the Linux kernel. The Linux kernel was created by Linus Torvalds initially for his own use during his years in college. It was used with the GNU operating system. GNU, created by Richard Stallman , is the entire operating system, minus the kernel. So, when people say “Linux operating system” they should be saying “GNU/Linux operating system”, or even a “GNU operating system”.

Both Torvalds and Stallman released their software to the world for free.

What is the difference between free and libre?

English language more often uses word “free” to describe something that is gratis – while it is true that all the software in FLOSS is gratis, it is not mandatory to be like that. The important part of FLOSS is that is has the liberty to be examined, learn about it, modify it to your needs without any restriction of copyright license which forbids you to use it as you want.

Often said it is “free as in freedom”.

Isn’t GNU/Linux just for hackers, programmers and developers? Do I have to be a computer expert to use PureOS or a Librem?

No, not at all. There are many people that do in fact use GNU/Linux to program and develop applications for various operating systems (not just for Linux) but GNU/Linux is easily used by many people of all levels of computing skill.

PureOS is designed to be user friendly by utilizing one of the most popular desktop environments available called Gnome 3. Gnome 3 works well with both touch and traditional mouse and keyboard user inputs to allow for easy use. The Librem has well known traditional ports and utilizes off the shelf parts for easy replacement if something needs replaced.

I still have favorite programs from my Windows/Mac computer. Can I still use them?

Yes and no. No Windows applications will run natively on PureOS. However, some Windows applications can be run with an application called Wine. Please go to www.winehq.org to check on the availability of your program. Applications designed for Apple products can not run on a GNU/Linux based machine such as a Librem.

Additionally, you can also run Windows or Apple operating systems within our virtual box application, Boxes, which would allow you to run the applications that you need.

Please also note that Windows based programs run as non-free source/proprietary code and Purism can not offer a guarantee that your Librem will continue to be secure if you choose to install. We do not recommend doing this for your own privacy and security but you are welcome to as the Librem is your machine.

I’ve heard that I have to type in complicated commands to use Linux in something called a terminal.

You don’t have to. There is also a “terminal” in Windows, Apple and Google machines as well but like those operating systems, complicated command lines are going away in favor of graphic user interface (GUI) focus. PureOS does have a terminal just like all Linux distributions but it is not needed in many situations for newer users.

I’m used to using an Android phone and a Windows desktop.Will this computer work the same as what I’m used to?

All operating systems have their differences when comparing, for instance, a mobile operating system like Android to a computer focused one like Windows. Apple has differences from Windows as well. However, each operating system allows you to do the same or similar things – it may just be a different button to push or icon to click.

Web browsers, applications and file managers will all work in PureOS/Librem in ways that you are used to on other devices. They may look a little different than what you’re used to, but they will get you to the same place.

Do you have an app store?

Yes! Our operating system, PureOS, has an app store called “Software” where many different applications are available giving you many additional gaming, productivity, video, graphics, and office choices.

Can I watch Netflix, Hulu, YouTube and Amazon Prime?

Netflix, Hulu, and Amazon Prime distribute content with restrictive DRM technologies that Purism does not support natively through PureBrowser. However, there are other browsers that you are free to install if you choose to.

YouTube supports HTML5 and will play without additional input.

Does a Librem have Flash, Silverlight, Java and other plug-ins preinstalled?

No, it does not, as these are major security issues. Most websites are switching to HTML5 due to these security issues. However, you can install an OS which supports this proprietary software, but have in mind that this is a bad security practice.

Are there any tutorial videos or additional information on PureOS/Linux?

Often times when we think of an operating system we think of how it looks and feels. This is called the user interface or user experience. PureOS 3 uses a Graphical User Interface (GUI, also sometimes called “Desktop Environment”) called Gnome 3. Information on this user interface can be found here:

Can you explain to me in plain English why I should be concerned about security and privacy issues on my computer?

The same reasons you are concerned over unwanted people entering your property, peeping through your windows, or installing cameras in your house. These same physical rights apply directly to digital rights. You should not want unwanted people having access to your digital files, your photos, emails, website history, or your camera or microphone. Your home is your private life, your digital life should have the same rights and protections.

Will the Librem help me avoid data breaches?

Properly used, Librem will make it by magnitudes harder to have data breaches compared to Windows and Mac OS X. It has integrated full disk encryption, all of the best GNU/Linux security practices, sand boxed applications, and hardened security features.

What kind of cyberthreats can be prevented with a Librem?

All threats are bonded a lot to user interaction with their device. Librem’s underlying software by default do not track or log your keypresses, location, software usage. Default operating system (PureOS) has app isolation (with Wayland) and SELinux enabled.

Do you put up ads or steal and sell my data?

No. Quite simply, we will not show you advertisements nor do we care about mining your data. Your data, your pictures, your browsing history – that’s for you and you alone. We exist as a company because we personally wanted to have better control of our own data. And we think you do, too.

Do I need special proprietary hardware, software or cables to use a Librem?

No! We hate those proprietary things! Your Librem will work with industry standards such as HDMI, USB, hardware after market parts and all software is free and libre. RAM, hard drives or solid state drives, batteries and power supplies are all “off the shelf” and available for purchase from online and big box stores.

How do I talk to a real person in case I need to?

You can:

What is a Librem?

The Librem name originated with the desire to make a truly freedom respecting laptop and phone. Libre is an adjective meaning “free, at liberty” and is used to distinguish it from gratis which means “free of charge”. Libre is used extensively in the GNU/Linux community to show that software is free in the sense that its source code is available as opposed to non-free software where the source code can not be viewed. Libre also translates easily to a variety of languages. The “m” was added to help it roll of the tongue.

What are the benefits of using a Librem?

The Librem runs PureOS as it’s operating system. This operating system is based upon the Linux kernel and is viewed by privacy and security experts as being incredibly secure. This is due to it being free software where the source code is available, meaning that people with proper technical skill can easily read, view and understand the language of the operating system. Operating systems that you are used to such as Windows and OS X are non-free and the source code is held by Microsoft and Apple. This non-free software, where the source code is not available in proprietary OSes makes it impossible to fully read and understand the computer language thereby making it impossible to fully know what your Microsoft or Apple based computer is doing or if it is secure.

Why does it cost so much? What are the benefits of paying more?

We are working hard to bring down the price of the Librems. In fact, we were able to reduce the price of the Librem 13 in April 2016 by over $200! In the simplest terms, it is the sheer economics of supply and demand. As there is more demand for privacy respecting and secure computing, the price will come down because as we will be able to order more parts for our wonderful computers.

The truth is that we need capital in order to grow as a business. We are already working with thin margins. The benefits to supporting a privacy and security focused computer manufacturer are vast but the decision to help us is yours.

How do the Hardware Kill Switches (HKS) work? Why do they matter?

The HKS physically cut the power going to the microphone/webcam and the wifi/bluetooth radios in the device. There have been several cases where either big government agencies or nearby hackers have remotely accessed these devices to turn on computers or otherwise view or listen in through the microphone or web camera. Software solutions of turning the camera on and off can be easily bypassed. The HKS physically cut the electronic circuit to the accessory. No power, no work. When the switches are thrown the accessory is, quite simply, off, and can not be remotely turned back on.

This matters as a security feature and for your own piece of mind. No longer do you have to worry about private communications being recorded or someone looking back at you through the webcam. Parents can especially enjoy this feature to help protect their children.

The switch for the WiFi can be thrown and along with pulling out the ethernet cord will ensure you the convenience of true off line computing. Then when you want to use either the microphone/web camera or the WiFi/Bluetooth, simply return power to the accessory by turning the switch.

What the Librem’s cases (bodies) made of?

The outer shell is solid aluminum with a black anodized finish.

Do you make the case yourself, or are they from a third party?

They were custom fabricated for us.

Will the Librem have replacement and upgrade parts?

Yes, it is possible to order replacements for the wireless card, RAM, 2.5″ SATA drive and M.2 SSD, power adapter. Batteries are available within the USA, international shipment for batteries is on a case-by-case basis (due to carrier restrictions such as these).

What CPU/RAM/storage options are available?

Please see our products page for comparison, you can also see more detailed specs for Librem 5 , Librem 14 and Librem 15 .

Can I install a different OS on my Librem laptop?

While we are preloading PureOS which, alongside Parabola, Trisquel and few others, is the strictest of GNU/Linux distributions—we strip all binary blobs from the Linux kernel—you can easily install any less strict up-to-date GNU/Linux distribution, such as Fedora, Debian and Ubuntu. You can even install them alongside PureOS, and simply choose what OS to run from the boot screen.

We have not tried installing a non-GNU/Linux-based operating system, but the Librem is your computer, so you can do with it whatever you wish, even if that includes installing non-free Windows or other operating systems. We obviously don’t recommend this, but it is your computer to do what you wish with it.

Do Librem laptops with coreboot support booting from USB key or SD/MMC slot?

Yes, just press ESC when Purism logo shows up and select your device to boot.

Would I be able to install (myself) my own choice of wifi card, RAM, second HDD/SSD and M.2 SSD?

Yes, you can unscrew the back and add your own upgrades, like storage, RAM or wifi card.
Aluminium 2.5″ SSD mounting frame regardless for mounting 2.5″ disk is included whether or not you chose the 2.5″ disk option when placing your order.

Can I install a different OS on my Librem laptop?

While we are preloading PureOS which, alongside Parabola, Trisquel and few others, is the strictest of GNU/Linux distributions—we strip all binary blobs from the Linux kernel—you can easily install any less strict up-to-date GNU/Linux distribution, such as Fedora, Debian and Ubuntu. You can even install them alongside PureOS, and simply choose what OS to run from the boot screen.

We have not tried installing a non-GNU/Linux-based operating system, but the Librem is your computer, so you can do with it whatever you wish, even if that includes installing non-free Windows or other operating systems. We obviously don’t recommend this, but it is your computer to do what you wish with it.

Do Librem laptops come with disk encrypting software by default?

Yes, with full disk encryption provided by our OEM system setup (PureOS). The first time you start your Librem laptop, you will have to setup the disk encryption passphrase. See here for the full setup procedure.

Can I run Android apps?

Not day 1. However there is a lot of interest in including a isolation layer that will be able to power Android applications natively, the community can pool together and either implement that functionality, or we would need to run a new campaign for this specific feature (as the stretch goal for it was not met in our initial campaign).

How easy will it be for me to switch from Android or iOS to the Librem 5?

For phone calls, email, web browsing, there will be no issues with switching, if you rely upon native applications that are not yet supported, you may need to use HTML5 applications (Social Media, News, Banking), or consider alternatives (e.g. Riot.im vs. Signal).

Can I transfer my photos, files, downloads from Android or iOS to the Librem 5?

Yes, you will be able to use the phone as a storage device, that can show up on your computer by just plugging in the USB cable and viewing the folders. This will allow you to import or export files, photos, documents, with ease. With the Librem 5 there is no proprietary software that locks your files into proprietary formats, allowing easy sharing of the content you want to share.

Will I be able to communicate from my Librem 5 to other phones?

Yes, you will be able to make regular unencrypted phone calls to any phone number. You will also be able to communicate securely by using the phone dialing application and messaging application, that can run on the Librem 5 phone, Android based phones, and iOS based phones, and any computing device.

Will communicating from my Librem 5 to other phones compromise my privacy or security?

The Librem 5 will be the most secure when communicating with another Librem 5 phone, communicating via an encrypted app on a Librem 5 to an Android or iOS encrypted app is the second best option available.

Will my existing SIM card work? What countries and networks will be supported?

The Librem 5 is an open network phone, not locked to any particular network.

There are 2 possible modem choices:

  • Option 1 is Gemalto’s PLS8. Two variants are considered, PLS8-E and PLS8-US.
  • Option 2 is BroadMobi BM818. Also two variants are considered, BM818-E1 and BM818-A1.

Here’s the detailed list of bands supported:

Gemalto PLS8 BroadMobi BM818
Standard Frequency/Band PLS8-E PLS8-US BM818-E1 BM818-A1
DCS 1800MHz
PCS 1900MHz
B2 1900MHz
B3 1800MHz
B4 1700MHz
B5 850MHz
B8 900MHz
LTE-FDD B1 2100MHz
B2 1900MHz
B3 1800MHz
B4 1700MHz
B5 850MHz
B7 2600MHz
B8 900MHz
B12 700MHz
B13 700MHz
B17 700MHz
B20 800MHz
B25 1900MHz
B26 850MHz
B66 1700MHz
TDD-LTE B38 2600MHz
B40 2300MHz
B41 2500MHz

Using frequencycheck.com .

To find out which LTE bands are available from cell towers in your area, you can look at cellmapper.net .

Note that some carriers do not allow devices on their networks unless devices are approved by themselves.

Will I be able to use emergency services (e.g. 911 or 999)?

Using the 3G/4G data+voice modem, the Librem 5 will work with most carriers; the carriers are the ones providing technological support for emergency services dialing.

Are all hardware components running completely free software, with the source code available?

Based on our testing: the CPU, GPU, Bootloader and all software will run free software, we are evaluating the WiFi and Bluetooth chips and their firmware, this is an area we have to evaluate, finalize, and test. The mobile baseband will most likely use ROM loaded firmware, but a free software kernel driver. We intend to invest time and money toward freeing any non-free firmware.

Can the Librem 5 phone run Android?

Quite likely, although we will not expend resources to test this.

Can the Librem 5 phone run Microsoft Windows, Apple’s iOS, or OS/2…?

Not likely, and we will not expend resources to test this.

Will the phone receive updates after launch?

Yes, all hardware Purism releases gets regular security and performance updates within PureOS.

Will Twitter, Fandango, My Bank, etc. work on a Librem 5 phone?

Yes, any web based app will work through the browser. Over time these sites will either use progressive web applications, or could have a native app.

Will you have a calendar app, maps app, notepad app, etc. by default?

Our first version will be focusing on phone calling, encrypted online communication, and web browsing. However the free software community is encouraged to test, port, author, and get involved to take all the great free software applications that exist already and make it work on a 5-6″ screen.

You can check out developer pages’ FAQ to see software planned for the release date, as well as some other development related things.

Will I be able to open word or excel documents sent via email?

At delivery we do not plan to support the reader or renderer for these proprietary formats, but this is a top priority to solve after product delivery.

Can I remove the battery and replace it?

Yes, like all Purism products, the case itself will allow you to access the insides, and the battery will be modular and can be replaced with ease.

Does Purism comply with CALEA requirements?

No, because CALEA applies to US based telecommunications providers, not to Purism. If the user of a Librem 5 phone uses a carrier in the US with a traditional “phone number”, that carrier must comply with CALEA for phone calls, as the phone call is sent over the carrier’s connection. Pure Matrix-to-Matrix calls are outside of CALEA requirements (Matrix nor Purism are telecommunications service providers). If the call touches the PSTN .

Will the Librem 5 run coreboot and have the Intel ME neutralized?

The Librem 5 is not Intel-based, it is based on an i.MX 8M chipset, so we don’t need coreboot nor the Management Engine. The chipset will be completely free software without any binaries whatsoever!

Is Librem 5 vulnerable to Meltdown or Spectre?

Since Librem 5 is based on an i.MX 8M chipset, it is not vulnerable to either Meltdown nor Spectre.

Will this be an “open hardware” design?

Our intention is to have everything freed down to the schematic level, but have not cleared all design, patents, legal, and contractual details. We will continue to advance toward this goal as it aligns with our long-term beliefs.

Will you be running GNOME, Plasma, or your own custom UI?

We will be working with GNOME/GTK, KDE/Plasma and Ubuntu Touch communities, and have partnered with the foundations behind them for the middleware layer. PureOS currently is GNOME-based and look forward to working with GNOME as an upstream as well as GNOME’s OS and design-centric development model; however we will also test, support, and develop with KDE and the KDE community, and of course we will support Qt for application development.
Learn more about the rationale behind this approach ( part 1 and part 2).

Will the Librem 5 be able to run Anbox or Shashlik?

We will test the capabilities of powering Anboxor Shashlik to allow users the ability to run Android applications within PureOS on the Librem 5, but our long-term goal is to utilize native applications that adhere to our strict philosophy. Enterprise clients or users who require Android applications may choose to to run a Android applications within an isolation container, so this is the reason for testing this type of configuration. We have a stretch goal to help with this developmental effort to have Android apps run in isolation.

Why don’t you build a free UI ontop of Mer (Sailfish OS)? Or resurrect Firefox OS? Or insert-name-here?

Because we want to promote a pure and unified stack, not have a separate mobile OS with proprietary bits or a completely different middleware stack. We want to support the community efforts of GNOME, KDE and UBPorts, and allow for any GNU+Linux to work out-of-the-box providing mainline improvements that work not just on mobile but across the device spectrum. The Librem 5 is a new approach to use a regular Linux system and adopt it to mobile use-cases instead of creating a completely new system. We do not create a walled garden, instead we tear down these walls, creating an open utopia. A fully standards-based freedom-oriented system, based on Debian and many other upstream projects, has never been done before–we will be the first to seriously attempt this.
You can also learn more about our position on GNOME and KDE further below in this FAQ.

Will the phone have a fingerprint reader, or other biometric access?

No, we will not be shipping with any biometric hardware, the reasons for this is because single access via biometrics does not prevent access to your phone the same way a security code or lock does. The US Supreme Court has alluded to biometric access not protecting you the same way that a security code from memory (a security code) does (e.g. You can say “no” to a passphrase, or security code, but you cannot say “no” to biometric (physical) information). So even if in future models of the Librem 5 phone we do include biometric hardware, we will be double-locking it with a security code, to have the best security story we can for users.

To learn more about why biometric access is not good you can read this fine article here.

Will the phone have dual SIM capability?

Not the first model, but there is some room for implementing this in one of the future models.

Will the phone have NFC technology?

Most likely not. We want to have a metal case and that is already a challenge with the three other antenna systems that we have to support: Cellular, WiFi/BT and GNSS (GPS…). NFC Antennas, likewise wireless charging, are pretty large. Last but not least they add another radio emitter which can cause additional EMC issues.

Will the phone support hotspot tethering?

The hardware will support this, the software to do so may require developer community effort or take some additional time to include.
We are providing the hardware to do it, and will increment the software as we progress.

Will the phone support 5G networks?

Librem 5 will have M.2 slot for a baseband module, so it is a potenital for “upgrade”. But when we first start shipping Librem 5 this probably won’t happen, as 5G is relatively new and still in testing.

What are the phone specs?


  • CPU: NXP® i.MX 8M Quad core Cortex A53, 64bit ARM @max 1.5GHz (auxiliary Cortex M4)
  • GPU: Vivante GC7000Lite
  • RAM: 3 GB
  • Storage: 32 GB eMMC internal storage
  • External Storage: microSD (2TB max)
  • Screen: 5.7″ IPS TFT 720×1440


  • Baseband: Option 1: Gemalto PLS8; Option 2: Broadmobi BM818; (see details); nanoSIM tray
  • WLAN: 802.11 abgn 2.4GHz/5GHz
  • Bluetooth: Bluetooth 4
  • GPS: TESEO LIV3 multiconstellation GNSS receiver
  • NFC: No


  • DAC: Wolfson Media WM8962
  • 3.5mm jack: Yes (stereo out and mono microphone in)
  • Loudspeaker: Yes
  • FM Radio: No


  • Battery: 3,500mAh, user-replaceable
  • USB: USB C: USB 3.0 data, PowerDelivery (Dual-Role Port), video out (DisplayPort)


  • Buttons: Power, volume ± buttons
  • Kill Switches 3 – WiFi, Cellular, Microphone/Cameras (all 3 will turn off GPS)


  • Accelerometer: “9-axis” by ST, LSM9DS1 (gyro, accel, magnetometer)
  • Ambient light and proximity sensor: Yes (VCNL4040)


  • Back Camera: 13 Mpx with flash LED
  • Front Camera: 8 Mpx
  • Notification LED: Yes (RGB LED with PWM control per color)
  • Smartcard Reader: 2FF format smart cards (SIM card size)
  • Haptic Motor: Yes


  • Dimensions: TBA
  • Weight: TBA
Do Librem devices use non-ECC RAM or ECC RAM?

Non-ECC. Because ECC RAM takes modifying the motherboard in addition to selecting a CPU that supports ECC.

What is TPM and do I need it?

TPM (Trusted Platform Module) is a special chip on a Librem laptop motherboard which provides some interesting security features. To best understand what it can do please read the following news articles from our blog, sorted by date:

The last link should be able to help you decide whether or not do you need it.

Note that the software part for TPM is in early alpha-stage (still in the testing phase) and once ready, we will provide instructions to compile, install, enable and set it up on a TPM-enabled Librem laptop.

Who is in control of the master key stored in the TPM chip?

The user completely controls any keys that are stored in the TPM on our hardware. Traditional understanding that manufacturer is in control of the master key stored in TPM is not true for our hardware. We don’t use it that way.

What is coreboot and why is it important?

Coreboot is a free software (and open-source) replacement for proprietary BIOS. Librem laptops come with coreboot pre-installed. For more info about coreboot please read this tech page.

What is the difference between libreboot and my Librem’s coreboot firmware?

Libreboot is a downstream distribution (or fork) of coreboot which doesn’t allow non-free binaries (“blobs”), and only supports a small number of devices, the vast majority of which are over 10 years old. Libreboot also doesn’t “keep track” with coreboot; its most recent release is from mid-2016, whereas coreboot’s is late 2018.

Our coreboot firmware still has some blobs, as all modern Intel-based systems require them, but our our goal is to ship devices with blob-free coreboot. FSF’s RYF certification for Librem laptops.

Our coreboot currently contains the following blobs:

* video initialization blob (VBIOS) — we’ve already made some progress on this front, and our next coreboot version might be shipped without it.
* memory/silicon initialization blob (FSP) — there are some rumors Intel might release source code for this, so our work on this is currently on hold.
* CPU microcode updates — microcode updates are uploaded to the CPU at boot time, which patch the built-in microcode and disables buggy parts of the CPU to improve reliability. In the past, these updates were handled by the operating system kernel, but on all recent Intel systems the system firmware is required to perform this task (though it can still be updated by the kernel after the fact).
* Intel Management Engine (ME) firmware — we disable and effectively neutralize this blob by removing most of its code and setting flags to disable the ME coprocessor at boot time.

Can I buy a Librem laptop with a proprietary BIOS/UEFI?

No. We ship with the free software firmware coreboot.

How much is your coreboot fork different from the mainline code?

Most of our changes have been upstreamed and merged, there is very little difference and it’s mostly just for the most recent patches that we haven’t yet pushed.

What is Intel Management Engine and what are concerns with it regarding Librem laptops?

The Intel Management Engine (ME) is a separate independent processor core that is actually embedded inside the Multichip Package (MCP) on Intel CPUs. It operates all-by-itself and separate from the main processor, the BIOS, and the Operating system (OS), but it does interact with the BIOS and OS kernel. It is a black box of mystery code at the lowest level, in ring -2, with complete control over every part of the system, and therefore presents a serious threat to your security and privacy, as it could be possibly exploited by a remote attacker to gain full access to your system. It is present on every post-2008 Intel CPU system.

Purism actively avoids this technology and even both disables and neutralizes it on a firmware level , thus minimizing or removing the threat entirely.

What mystery code, or binary blobs remain with Purism laptops? Is there any concern with them?

Security is a game of depth, and Purism goes deeper than any manufacturer by avoiding blobs or mystery code in the top 4 layers of a computer: applications, operating system, kernel, and bootloader.

At the firmware level, we utilize Coreboot instead of a proprietary BIOS/UEFI, a huge advancement for current high-end laptops. Within Coreboot there is still some binaries: video initialization binary and Video BIOS. Our goal is to have them replaced with free software alternatives and we are making a slow but steady progress in this direction.

The Purism Freedom Roadmap

We are “as close to free software foundations respects your freedom as possible with current Intel CPUs” but are spending real money to advance that toward Coreboot binary freedom.

Does Qubes OS run on Librem hardware?

If you would like to try Qubes OS, you may purchase the installer on a USB Flash Drive . This option is an installer only, not a LiveUSB, and is only recommended for advanced users with a strong technical knowledge. Most users should stick with our default operating system, PureOS.

We do not offer Qubes OS pre-installed on our Librem devices, though Qubes OS runs well on our Librem laptops. It will not run on Librem smartphones — Qubes OS requires virtualization on the CPU and there is no port for ARM architectures.

Please direct all support questions pertaining to Qubes OS to the Qubes community .

Can I have your motherboard schematics?

We cannot share the schematics nor design currently because it is copyright encumbered from Intel reference designs. In the future, on future versions we plan to be able to release those.

Are you looking to offer a AMD-Radeon/Ryzen-Vega or nVidia GPU option for laptops in the near future?

No, this hardware requires proprietary firmware to even function, therefore not aligned with our philosophy. However, we are monitoring the development and will consider them if something changes in the future.

What are your plans for tamper-proofing the Librem 5?

We hope to have a version of PureBoot available for the Librem 5 for users who want to verify it with a Librem Key. We cannot commit to it being available at launch but it’s a goal.

How do I set up Mullvad VPN?

Please refer to the Guides page .

Do I get a shared or dedicated IP address?


How do I turn on DNS leak protection in the app?

DNS leak protection is always on. There is no option to disable it.

Do you obey the EU Data Retention Directive?

The directive does not apply to Mullvad because we are not considered an electronics communications service. This is also the case for Sweden’s  Lagen om elektronisk kommunikation  (LEK).  Swedish legislation .

Is all traffic protected or only web surfing?

All internet traffic.

Am I anonymous when using BitTorrent?

Please follow our  BitTorrent guide  on how to use it more securely.

What can I do about WebRTC?

Read our guide on how to  disable WebRTC .

Are you keeping logs?

No, we do not store activity logs of any kind. Please read our  privacy policy.

What if a court orders you to divulge sensitive user information?

We don’t collect or store such information. There is nothing to divulge. See our  privacy policy.

What if the connection is broken?

With the Mullvad VPN app, all Internet traffic is automatically blocked until either the VPN connection is reestablished or you disconnect from or quit the app. This built-in safety feature ensures that your traffic is not accidentally leaked outside of our secure tunnel.

What is data roaming?

Data roaming occurs when you use data connection outside of your carrier’s coverage zone. Your mobile network can make substantial charges for roaming outside of your network coverage zone and you may end up with an enormous bill without realizing it.

Why do I need Keepgo internet SIM card or Mobile WiFi Hotspot?

Keepgo Mobile WiFi Hotspot or Data SIM card is a convenient and affordable way to have data connectivity for your phone, tablet, laptop, or any other mobile device. Keepgo internet SIM or Mobile Hotspot is a much more affordable solution to connect to the Web while traveling internationally.

Can I just use WiFi in a hotel or a cafe?

The most obvious way to minimize or eliminate data roaming fees is use only WiFi. Keep in mind that it is not a foolproof method for many of us because our phones or tablets are often needed most while we are on a move, and not while we are sitting in an internet café or a hotel lobby (remember that most of the hotels still profit by charging for WiFi) It is important to mention that public internet access is not secure and you are much more prone to identity theft when using public Internet connection. You will be more protected by using your own secure mobile connection with Keepgo.

How can I test the products before my departure?

You can easily test the service before departure. Simply activate your SIM or Mobile Hotspot to test the service and make sure that your mobile internet runs smoothly. You may have to configure the APN settings on your mobile phone to activate your SIM. There is no need to change the settings on your Mobile Hotspot. You will be able to test the service in all countries and territories covered by Keepgo.

Please note that in each country we partner with one or two local cellular networks. You might experience connectivity difficulties where there is no cellular coverage of our partner carrier. This is especially true if you are testing your device in your home country and happen to live outside of a major metropolitan center.

Is my Keepgo WiFi network secure?

No matter where your travels take you, your connection to the internet will be private and secure. Password protected encryption means you’ll never have to worry about questionable public WiFi networks and information leaks.

What data speeds will I get with Keepgo?

You will be able to enjoy 4G LTE speeds on Keepgo supported networks around the world. Please check the list of countries where 4G LTE is provided.

How do I activate my SIM card?

Go to keepgo.com/activate and enter your SIM card ICCID and your email address. Do not forget to enable “Data roaming” and edit the APN settingsin

Where can I find my SIM card serial number (ICCID)?

You will be able to locate the serial number of your SIM on:

  • The back of your SIM:
  • Your mobile device:
    • For Apple devices: go to Settings > General > About;
    • For Android devices: go to Keepgo mobile app > Test connection. You can download the Keepgo app in the play store/app store.
  • On your Keepgo Mobile WiFi Hotspot.
What does Keepgo SIM 3-in-1 Kit include?

Your package will include:

  • Auto-activating nano SIM card
  • Credit card-sized multi SIM card holder that fits in any wallet
  • Micro and Standard SIM adapters to fit in any phone
  • SIM Ejector tool
  • User Guide
Can I receive my money back if I am not satisfied with the service?

Yes! No questions asked! If you are not happy with your SIM or Mobile Hotspot, you may return it within 30 days and get refund on unused data and/or hardware. For more information, please refer to our refund policy .

Can I get a Micro or a Nano SIM card?

Yes. You will receive a Nano SIM card with the adapter set for Micro and Standard SIM sizes.

Can I use Keepgo SIM card with my Verizon iPhone?

Yes, you can, but your phone has to be unlocked.

Can I use the SIM card with a locked phone?

No, the SIM cannot be used with a locked phone. Please consider purchasing Keepgo Mobile WiFi Hotspot in case if your phone is carrier locked.

What kind of devices can I connect to my Keepgo WiFi hotspot?

You can connect any WiFi – enabled device to your Keepgo WiFi hotspot.

How many devices can I connect to my Keepgo WiFi hotspot?

Depending on which hotspot you have you can connect anywhere from 8 to 16 devices.

How do I configure my Keepgo WiFi hotspot?

You do not need to configure your Keepgo WiFi hotspot as It comes pre-configured with Keepgo APN settings. Just turn it on, and you are connected!

Can I use the hotspot option on my mobile device with Keepgo SIM card?

Tethering (internet sharing) is not supported with Keepgo Lifetime mobile data SIM.

You can use Keepgo Mobile WiFi Hotspot to connect up to 10 devices to the internet in any location covered by Keepgo. Keep in mind that Mobile WiFi hotspot has a few advantages over tethering on your phone:

  • You spare your phone’s battery
  • You can reliably tether up to 10 mobile devices
  • You can work for longer periods of time without connection drops or data throttling
  • You can keep your original SIM in your phone
How do I edit the APN settings on my Keepgo SIM?

Please follow the steps below to edit the APN settings on your mobile device:

For Android devices:

  • Enter Settings – Mobile Networks – Access Point Name – New APN
  • In the input fields:
    • Name: Keepgo
    • APN: internet.keepgo.com
    • Username: leave blank
    • Password: leave blank
  • Save the changes
  • Make “Keepgo” your default APN
  • Go to Settings – Mobile Networks – Enable Data Roaming

For Apple devices:

  • Open the Safari Browser and go to www.keepgo.com/apn
  • Go to Settings – General – Network – Enable Data Roaming

How do I know if my data credit is about to run out?

You will be notified via text message and email when data usage on your SIM exceeds 75% of your credit. You will receive another text message/email, when the data usage reaches the 90%.

Will I be able to make calls using Keepgo Data SIM ?

With Keepgo Data SIM, you will be able to make calls using popular VoIP platforms like WhatsApp, Skype, Facebook Messenger, Viber or FaceTime. You will not be able to make regular phone calls.

Please note that with certain platforms prior registration and verification might be necessary with your local phone carrier as the Keepgo SIM card is a data-only SIM card.

How do I charge my WiFi Hotspot?

You may charge your WiFi hotspot by connecting it to a power outlet using the USB cabel included in the package. A fully charged battery will last for about 6 hours with enabled WiFi or 300 hours in standby mode.

Which countries are covered by the Keepgo service?

Keepgo provides service in the following 100+ countries (listed alphabetically):

Albania, Algeria, Anguilla, Antigua and Barbuda, Argentina, Australia, Austria, Azerbaijan, Belarus, Belgium, Bermuda, Bolivia, Brazil, British Virgin Islands, Bulgaria, Canada, Chile, China, Colombia, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Grenada, Guadeloupe, Guatemala, Honduras, Hong Kong, Hungary, Iceland, India, Ireland, Israel, Italy, Jamaica, Japan, Jersey, Kazakhstan, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Macao, Malta, Mexico, Moldova, Montenegro, Morocco, Netherlands, Netherlands Antilles, New Zealand, Nicaragua, Norway, Pakistan, Panama, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Republic of Korea, Reunion, Romania, Russian Federation, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sri Lanka, St. Lucia, St. Vincent and the Grenadines, Suriname, Sweden, Switzerland, Taiwan, Thailand, Trinidad and Tobago, Tunisia, Turkey, Turks and Caicos, Ukraine, United Kingdom, United States, Uruguay, Venezuela, Vietnam.

Does Keepgo assure 100% coverage in the area I am traveling to?

Keepgo collaborates with the major carriers worldwide to make sure that you receive the best connection available to you. Most of the largely populated areas have great cellular signal and your mobile device will work without any disruptions. However, there is a number of factors that can prevent you from getting good mobile coverage.

You may be able to get weak or no signal due to limitation in topography (the surroundings), network architecture (the location of cellular antennae) and capacity (the number of callers communicating in the area at given time). If you have concern regarding the coverage in the area you are traveling to, please get in touch with our customer support in advance. Additionally you may visit the internet websites that list dead spots organized by service providers and location.

Please check the complete list of local carriers that Keepgo partners with.