Where do I get my username and password?: If you have forgotten your username and/or password, please visit: http://www.anonymizer.com/consumer/support/recover_uname_pass.html
Where can I get my license key?: To retrieve your license key, please visit: http://www.anonymizer.com/consumer/members/my_subscriptions.html
How many computers can I use the software on?: Only one computer can be going through our services per username. If you would like to use our services on multiple computers please purchase a new subscription with a different username. For additional information please see our Terms of Use.
Where can I redownload my software?: To download your software please visit: www.anonymizer.com/consumer/members/my_downloads.html
How long is the download available for after my purchase?: The download will be available for 14 days after you purchase the software.
Where can I reorder or order a back up CD or Extended download?: Log on to My Account Home, click on "My Downloads" on the left, then go to the "Reorder Extended Download Services" box on the right.
What's the difference between Anonymous Surfing and Total Net Shield?: Total Net Shield offers higher encryption, 256bit SSH tunneling, than Anonymous Surfing, 128bit SSL. Total Net Shield also secures and anonymizes browsers, news readers, Instant Messengers, and provides an anonymous and secure email address. Anonymous Surfing also secures and anonymizes Web browser traffic.
How can I change my username, password and/or contact email address?: The username cannot be changed but the password can be changed by visiting: http://www.anonymizer.com/consumer/members/update_pass.html

The contact email address can be changed by visiting: http://www.anonymizer.com/consumer/members/update_email.html
Where can I check to see if my Anonymizer software is working?: You will see the Anonymizer icon loaded in your System Tray near your clock. Total Net Shield will display a white cloud with a green tube going through it. Anonymous Surfing will display a blue shield that will alternate green when traffic is passing through our servers. To ensure your IP address is changing please visit www.ipchicken.com.
How can I tell if Anonymizer software is installed on my computer?: You can verify the installation by locating it in your Add/Remove programs or in your Start Menu.
How do I uninstall my Anonymizer software?: First Exit out of the program by right clicking on the icon near your clock. Close all other programs and browsers, then go to your Control Panel, Add/Remove programs and uninstall it.
How often does the IP address change?: The IP address changes every 24 hours.
Can I choose how often the IP address changes?: No, the IP address will change automatically.
Can I choose what country the IP address is located in?: No, the IP address will always be located within the US.
What Internet browsers does your software work with?: Anonymizer software will work with any browser except AOL, as AOL does not accept proxies. Please only use AOL to visit trusted sites that do not require added security.
Why is browsing slow at times?: Any time Internet traffic is redirected and encrypted a slight delay may occur. This is especially true for International customers as the Internet traffic is passing through our servers in the US.
What Internet service can I use with your software?: Our services can be used with any Internet connection.
What operating systems are compatible with the Anonymizer software?: All Anonymizer products are compatible with Windows 2000/ Windows XP/ Windows Vista.
The Total Net Shield service is compatible with other Operating Systems, such as Macs. Please Email Support for details.
Nyms is also available through our Web site, www.nyms.net, and is compatible with all Operating Systems.
What are the system requirements for Anonymizer software?: As long as your Windows Operating System is up to date and an Internet connection is present you can use Anonymizer software.
When I try to log into the Web site, the username and password field just keeps recycling the page but I don't receive any errors.: This is occurring because you are either blocking or filtering cookies. Please change your settings to allow all cookies when accessing our site.
When I go to My Downloads I get a message that I do not have any downloads available.: If you do not have any downloads available, you may have not ordered the extended download guarantee. Please log into My Account Home, My Downloads on the left, Reorder Extended Download Service box on the right.
How long will it take to download Anonymizer products?: The download time varies depending on the product that you purchase and the type of Internet connection that you have. We encourage customers with a Dial-Up connection to purchase a Back Up CD.

Account Information

How can I change my credit card information: Please call Anonymizer Support at 1-888-270-0141 or 1-858-866-1300 for assistance Monday through Friday.
How do I renew my subscription?: You can either ensure the Autobill feature is turned on and your credit card will be automatically billed or reorder through the Anonymizer Web site. Please enter your current username and password under Returning User and the purchase will be applied to your current subscription.
Where can I turn on/off Autobilling?: To turn your Autobill setting on/off, please visit: http://www.anonymizer.com/consumer/members/my_subscriptions.html
Will I be notified about my expiration or autobilling?: An email will be sent to the email address on file 7 days prior to autobilling or expiration, and the day the account expires or the autobilling is conducted.
Why didn't my autobill renew my subscription?: If you purchased the service initially from another company or through PayPal we do not have your credit card information on file. If the card on file has expired or changed you will need to renew through the Web site or call Customer Support.
My account hasn't expired. Why am I being autobilled?: Autobilling occurs 45 days prior to expiration. This allows time for any billing errors that occur to be corrected before the customer suffers a lapse in service. The new expiration date will be from your current expiration date, not the date of the autobill.
How can I cancel my account?: To cancel an account, please call Anonymizer Support at 1-888-270-0141 or 1-858-866-1300 for assistance Monday through Friday or Email Support.
I receive card errors when I try to order the software. Are there other means to purchase the software?: Anonymizer also offers the payment options for PayPal and a mail payment.
I receive the error "Please disable TNS before ordering or contact customer support at (888) 270-0141". How do I turn off Total Net Shield to order the software?: Please click on Running in Secure Mode and ensure Running in Insecure Mode is shown when you order the software.
I sent in a mail payment and my account is not activated yet.: It usually takes 1-2 weeks until your account is created, depending on mailing time. If after this time your account has not been created, please call Anonymizer Support at 1-888-270-0141 or 1-858-866-1300 for assistance Monday through Friday or Email Support.
What is your refund policy?: Refunds will only be given within 30 days of purchase of Anonymizer software and services made on the Anonymizer Web site. If you purchased the software through a reseller please contact that company for refund information. To request a refund, please contact Anonymizer Customer Support:
Monday - Friday, 7:30am-5:00pm
Within US: 1-888-270-0141
Outside US: 1-858-866-1300

Dial-Up plus Total Net Shield

My dial up is giving me a 691 error or that the username and password are incorrect.: First, make sure you are entering your username and password correctly, your username is username@mail.anonymizer.com. If your password is more than 12 characters you must use the first 12 characters to log into the Dial-Up. Also, please make sure the number you are dialing into is valid. You can call us to get the number in your area. However, if your account is not active yet, please call Anonymizer Customer Support at 1-888-270-0141 or 1-858-866-1300 for assistance Monday through Friday or Email Support.

Total Net Shield

How do I configure Total Net Shield to go through my browsers, news server, Instant Messenger and create my Total Net Shield email account?: Please run the Configuration Wizard. For further detail and manual configuration please visit our Support pages.
I received a pop up to verify my Host Key. How can I verify it is the correct key?: Please visit our Support page to verify the key.
How can I show my real IP address?: You can either click on Running in Secure Mode or run the Configuration Wizard and select Restore Settings for the browser you would like to show your real IP address.
When I check my email I keep getting a username and password pop up.: This occurs because the email account is not active until an email is sent to it. Please send yourself a test message to username@mail.anonymizer.com from 'another' personal email account. If you are still having problems, please call us at 1-888-270-0141 or 1-858-866-1300 for assistance Monday through Friday or Email Support.
How do I know my Total Net Shield is encrypting my traffic and changing my IP address?: Please ensure that you are in Secure Mode and logged on to Total Net Shield. This can be verified by an IP checking Web site, such as www.ipchicken.com. If you are being secured by Total Net Shield the IP address shown will match the Name Address shown with no information regarding an Internet Service Provider. Click Here for detailed information.
What is ChannelerInst.exe?: This is the installation file for Total Net Shield 2.07.
My IP address does not match the IP address given in the browser configuration Support pages.: The Total Net Shield IP address changes every 24 hours. The IP address given in the screen shot is one IP address that was used by Total Net Shield. The IP address will always geolocate to the United States. The location will change periodically.
Why do I see a Page Cannot be Displayed message when I open my browser?: Please ensure that you are logged on to Total Net Shield. Click Here for detailed information.
What is the difference between 127.0.0.1 and localhost? When should I use one rather than the other?: The two terms are interchangeable. The term localhost is a designation meaning this computer. 127.0.0.1 is the loopback IP address also indicating this computer. The Configuration Wizard will populate 127.0.0.1 in the browsers and the manual configuration uses localhost. Either configuration is correct.
My IP address does not change in my AOL browser or show up in the Configuration Wizard.: AOL does not accept proxies. If you use this browser please only visit trusted sites that you are comfortable visiting without encryption or anonymity.
What is the difference between the Anonymizer News Server and a Personal News Server?: The Anonymizer News Server is a specific News Server available to all Total Net Shield customers. A Personal News Server is a service that you already subscribe to and access through an application on your computer. Total Net Shield enables you to secure and anonymize all these communications.
The Configuration Wizard will not configure my AIM.: AOL does not accept proxies. This applies to both the Instant Messenger and the browser.
The Configuration Wizard will not configure my Windows Messenger.: Windows Messenger is configured when you secure the Internet Explorer browser.
How do I configure my browser, news reader, or email client that does not appear in the Configuration Wizard?: Please contact Support by calling 1-888-270-0141 or 1-858-866-1300 for assistance Monday through Friday 7:30am-5pm PST or Email Support.

Anonymizer Framework

How do I stop Anonymizer from launching at Start Up?: Please click on Home and Preferences in the Anonymizer program. Uncheck the box Launch automatically upon Windows startup
When trying to launch the Anonymizer software, I am getting an error and the software closes.: This indicates that your copy of the Microsoft .Net Framework 2.0 may be corrupted. Please visit the Support pages for the resolution.
When I try to activate the software the screen keeps returning to the activation key screen.: This can indicate that your browser or firewall is blocking the software. Please visit the Support pages for the resolution.
When I enter the key I receive the message 'invalid key'.: Please ensure that you are entering the key exactly as it appears, including the dashes. All letters given are lower case.
When I activate the Anonymizer software with the license keys I was given, the Anonymizer software gives an error stating my usernames do not match.: "Username does not match our records.
SERVER USER NAME:
CLIENT USER NAME:"
This happens because you had activated your free trial or used a different username prior to your recent purchase. Please visit the Support pages for the resolution.

Anonymous Surfing

I receive the error: The Everyone else sees IP matches my real IP address. Cannot connect to servers. Cannot start local proxy. Unable to log in to pmproxy.: This can indicate that your browser or firewall is blocking the software. Please visit the Support pages for the resolution.
I keep getting a message, "Cannot authenticate you with our Privacy Network".: First, please try exiting the program and your browser and reopening the software. This is generally seen when your Internet connection has dropped and Anonymous Surfing has not resecured your connection. If you are still experiencing problems, please follow the steps above to check your browser and firewall settings.
Are there any compatibility issues with any Firewall or Anti-Virus programs?: You should have no issues with your firewall or antivirus programs. However, please allow your Anonymizer software, both anonymizer.exe and anonproxy.exe, complete access within your firewall when installing and activating the software.

Anti-Spyware

How can I select when my Anti-Spyware does a scan?: Please click on Preferences and Scheduler within Anti-Spyware and select the days and time of your scans.
Why does Anti-Spyware quarantine the Spyware rather than deleting it?: Occasionally the Anti-Spyware will identify a critical element of a program you have installed. If you notice a program is not running correctly please review the Quarantined items and select Restore for the Spyware associated with the program. If the item appears again select Trust.
How long does the Spyware stay in Quarantine?: 7 days

Digital Shredder

How do I customize the Shredder, i.e. keep the Saved passwords but delete the cookies?: Click Edit next to the browser you would like to customize the settings for and select the items you would like removed.
My bank prompts me with a security question every time I enter the site. How can I avoid this?: Click on the Cookie Manager and move your bank's or other trusted site's cookie to the Trusted list. The cookie will no longer be removed when you perform a Shred.

Nyms

How is Nyms different than a Spam filter?: Nyms is a personalized, proactive approach to Spam. Many Spam filters these days are indiscriminate and take out what you do want and let through what you don't. Using Nyms you are able to look at the emails coming from this source and choose to disable the Nym and make that email address inaccessible to that source or to any source that has been given or sold the address.
Do I still need to report these emails as Spam to my email provider?: No, when you mark these emails as Spam you are actually reporting the nyms.net domain as Spam. This increases the chance of Nyms then being caught in a Spam filter and possibly being blocked entirely.
How do I use Nyms?: First you set up the email address you would like to receive the email sent to the Nyms addresses you create. Then, you create a nym and provide it as an email address or send an anonymous email through the Nyms Web site, www.nyms.net, or the Nyms application.
How do I reply to an email sent to a Nym?: Use the Reply feature and the reply email address will be populated with a tag routing the email through the Nyms server. This will ensure the reply has your Nyms address rather than your normal email address.
How do I ensure my Nyms reply is anonymous?: Please ensure that your email does not automatically provide your name or a signature when replying. You are also encouraged to use Nyms in combination with Anonymous Surfing or Total Net Shield to change your IP address.
How do I access my Nyms online?: Log on to www.nyms.net with your username and password. The Web site offers the same features as the software and can be accessed from any computer.
How many Nyms do I get?: The maximum active Nyms allowed is 1000.
Can I delete a Nym?: It is not possible to completely delete a Nym as this would create a security risk if the Nym was selected by another customer and received your email. Please disable the Nym instead.
I can't send a Nym: Click on Preferences and ensure that your email address is not in Pending status. If it is pending please click on update and enter the email address to receive your Nyms. You will then receive a confirmation email to this address that you will need to click on before you are able to use Nyms.
How do I change the email address my Nyms are sent to?: Click on Preferences and Update and enter the email address to receive your Nyms. You will then receive a confirmation email to this address that you will need to click on before you are able to use Nyms.

©2008 Anonymizer, Inc. All rights reserved. Nyms, Anonymous Surfing, Total Net Shield, Total Privacy, Digital Shredder, and Anti-Spyware are trademarks or registered trademarks of Anonymizer, Inc.
All other products are property of their respective owners.