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 unless you ordered the Extended Download Service.

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 this browser does not accept proxies. Please only use this browser to visit trusted sites that do not require added security. Please also note that Beta versions of browsers are not supported until the full version is released.

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.

What information is visible to my ISP?

Your Internet Service Provider (ISP) is able to determine that your Web browsing traffic is connecting to the server being used by Anonymizer that day, as well as the volume of traffic you are passing through your Web browsers.

What information is visible to the Web sites I visit?

The Web sites you visit will be able to see the browser you are using, the Operating System, and the character set. Anonymizer will provide the IP address and location. All cookies placed by a Web site will detect and record the Anonymizer IP address.

Does Anonymizer software support Peer to Peer programs?

Anonymizer services do not support Peer to Peer programs. Anonymous Surfing anonymizes and secures Web browser traffic. Total Net Shield anonymizes and secures Web browser traffic, and Yahoo and Windows Messenger. It also provides an Anonymizer email account, yourusername@mail.anonymizer.com, which is configured through a mail client such as Outlook or Thunderbird.

Are Anonymizer services compatible with 64 bit Operating Systems?

They are compatible with 32 bit browsers run on 64 bit Vista machines. They are not compatible with 64 bit XP machines.

Why are Digital Shredder Lite, Anti-Spyware and Dial Up unavailable for purchase?

Anonymizer maintains the staunch commitment to listening to our users’ anonymity concerns and needs, thus providing the highest quality offerings available. Some of our products provide important capabilities, but are neither unique nor distinctive to Anonymizer. To ensure we are focusing on our core Anonymizer tools and making them the best they can be we have decided to discontinue offering our Dial-Up, Digital Shredder Lite and Anti-Spyware features, effective September 15, 2008. We can remain focused on our unparalleled Anonymous Surfing, Total Net Shield, and Nyms services.

Account Information

How can I change my credit card information: Please call Anonymizer Support at 1-888-270-0141 or 1-858-202-5084 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. The selection in Bold is the current setting.
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 and 14 days prior to account 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 1-858-202-5084 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 option to pay via cash, check or money order. Please click mail payment for the address and to download and print the order form.
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 1-858-202-5084 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: 1-858-202-5084
Why wasn’t I auto billed for my Digital Shredder Lite, Anti-Spyware or Dial Up services?: Anonymizer maintains the staunch commitment to listening to our users’ anonymity concerns and needs, thus providing the highest quality offerings available. Some of our products provide important capabilities, but are neither unique nor distinctive to Anonymizer. To ensure we are focusing on our core Anonymizer tools and making them the best they can be we have decided to discontinue offering our Dial-Up, Digital Shredder Lite and Anti-Spyware features, effective September 15, 2008. We can remain focused on our unparalleled Anonymous Surfing, Total Net Shield, and Nyms services.

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 1-858-202-5084 for assistance Monday through Friday or Email Support.

My Dial Up subscription expired. What options do I have to maintain the same level of security?

The Dial-Up service consists of 2 components, the connection to the Internet and the Total Net Shield service. Total Net Shield provides encryption and anonymity regardless of the Internet Service Provider or type of connection used. By renewing this service you will maintain the same level of protection Anonymizer currently provides.

There are many choices available for Internet Service providers, even for those located in remote areas. These include Dial Up, satellite, Wireless Broadband, DSL, and cable. You will need to find an alternate source to provide you with Internet access.

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.
I configured the Total Net Shield email address for the first time, why do I get an error when I attempt to send an email?: 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 1-858-202-5084 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 2.08.
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.
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 1-858-202-5084 for assistance Monday through Friday 7:30am-5pm PST or Email Support.
Why am I unable to access the Total Net Shield Anonymizer Newsgroup?: The Anonymizer Total Net Shield Newsgroup is no longer available. If you have another newsgroup configured to go through the Total Net Shield servers the information will continue to be anonymous and encrypted.

Anonymizer Framework

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 activated your free trial or used a different username prior to your recent purchase. Please visit the Support pages for the resolution.
When I enter the key I receive the message ‘invalid key’.: This occurs when the key is entered incorrectly. Please copy and paste the license key or ensure all letters are lowercase and the dashes are included, for example, abcd1234-efgh5678-12ab34cd56ef.
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 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

Anonymizer – Frequently Asked Questions

General Help FAQ

General

Account Information

Dial-Up plus Total Net Shield

Total Net Shield

Anonymizer Framework

Anonymous Surfing

Anti-Spyware

Digital Shredder Lite

Nyms

General Questions

Account Information

Dial-Up plus Total Net Shield

Total Net Shield

Anonymizer Framework

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