Anonymizer Product FAQ

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General Questions

Where do I get my username and password?

If you have forgotten your username and/or password, please visit: https://www.anonymizerproxy.com/consumer/support/recover_uname_pass.html

Where can I get my license key?

To retrieve your license key, please visit: https://www.anonymizerproxy.com/consumer/members/my_subscriptions.html

Where can I change my credit card information?

Please call Anonymizer Support at 888-270-0141 or 858-866-1300 for assistance Monday through Friday.

Where can I turn on/off Autobilling?

To turn your Autobill setting on/off, please visit: https://www.anonymizerproxy.com/consumer/members/my_subscriptions.html

How can I cancel my account?

To cancel a NEW account, please call Anonymizer Support at 888-270-0141 or 858-866-1300 for assistance Monday through Friday. To cancel an account on AutoBill, you may call Anonymizer Support.

Where can I redownload my software?

To download your software please visit: www.anonymizer.com/consumer/members/my_downloads.html

Where can I reorder a back up CD or Extended download?

You can reorder a backup CD or extended download guarantee by logging into the Member's Page, click on "My Downloads" on the right, and click on "My Account" at the top right.

What's the difference between Anonymous Surfing and Total Net Shield?

Anonymous Surfing only blocks the IP address. Total Net Shield blocks the IP Address but it also encrypts the Internet traffic, including securing email, chat and Newsgroup communications.

How can I change my username, password and/or email address?

The username cannot be changed but the password can be changed by visiting:
https://www.anonymizerproxy.com/consumer/members/update_pass.html
Email address can be changed by visiting:
https://www.anonymizerproxy.com/consumer/members/update_email.html

Where can I check to see my Anonymizer software is working?

You will see the Anonymizer icon loaded near your clock and you can test this at 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.

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 888-270-0141 or 858-866-1300 for assistance Monday through Friday.

What is your refund policy?

Refunds will only be given within 30 days of purchase of Anonymizer software and services. To obtain a refund, please contact Anonymizer Customer Support:

Monday - Friday, 7:30am-5:00pm
Within US: (888) 270-0141
Outside US: (858) 866-1300

This refund policy is necessary to prevent users from obtaining accounts for the sole purpose of abusive use, and then canceling the account after malicious acts have been carried out.

What Internet browsers does your software work with?

Anonymizer software will work with any browser except AOL.

Why is browsing slow at times?

This issue is rare but when you are using our service you are requesting Anonymizer to go to a Web site for you, so the time in between the transfer may be delayed.

What Internet service can I use with your software?

Our services can be used with any Internet connection.

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 complete access within your firewall when installing it.

What operating systems are compatible with the Anonymizer software?

Anonymous Surfing is compatible with Win2000/XP, Total Net Shield is compatible with Win98/WinME/2000/XP, and Total Privacy Suite is compatible with Win2000/XP.

What are the system requirements for Anonymizer software?

As long as your Win OS 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.

My Downloads page says 'Please log in first' but I just logged in.

This can occur if you have cookies being blocked or filtered on your computer. Please make sure to allow cookies when accessing this 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 Member's Page, My Downloads on the right, My Account at the top 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. Please download the chart for estimated download times.

Dialup

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 888-270-0141 or 858-866-1300 for assistance Monday through Friday.

Total Net Shield

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 888-270-0141 or 858-866-1300 for assistance Monday through Friday.

How do I configure my Firefox browser?

You can follow the walk-through on our support pages or call us at 888-270-0141 or 858-866-1300 for assistance Monday through Friday.

How do I configure my Thunderbird Email?

You can follow the walk-through on our support pages or call us at 888-270-0141 or 858-866-1300 for assistance Monday through Friday.

How do I configure my News Reader with my own paid news server?

You can follow the walk-through on our support pages or call us at 888-270-0141 or 858-866-1300 for assistance Monday through Friday.

Anonymous Surfing

When I click on Anonymous Surfing toolbar it just says, 'Please wait…'

This occurs because you must first launch the program from your Start menu and enter your license key. To obtain your license key, please go to https://www.anonymizerproxy.com/consumer/members/my_subscriptions.html.

I keep getting Cannot Detect Internet connection.

This can occur if you do not have an Internet connection or your firewall is blocking our program from detecting a connection. Please check that your Internet connection is working.

I keep getting a message that you cannot authenticate me with your Privacy Network.

First, please try exiting the program and your browser, and restarting your computer. If you are still experiencing problems, uninstall and reinstall the program from the emailed stationary technical support can send to you.

Why do I keep getting the following message: "Account Not Authorized."

Please make sure you are logging in with the correct username and password. If you are still having trouble please call us at 888-270-0141 or 858-866-1300 for assistance Monday through Friday.

When I enter the license key I get the following error message: "Configuration File is Corrupted."

Please uninstall the software and request Anonymizer Customer Support to email you the link to redownload. Contact us at 888-270-0141 or 858-866-1300 for assistance Monday through Friday.

Anti-Spyware

I can't see the full screen of the software, cannot expand the window.

You need to adjust your DPI settings from large to normal. To change these settings please right-click on the desktop and select properties, and then click on the settings tab, then click on Advanced and change the font size to small (normal size 96 DPI)

Digital Shredder

Will it shred the index.dat file?

Yes, Digital Shredder will shred your index.dat file.

Why does the Shred Free Space take so long?

When you shred free space the Digital Shredder will rewrite over all free space with encrypted data to be sure the files in free space are unrecoverable. This in itself can take a long time but Anonymizer's Digital Shredder rewrites over your data three times for maximum security.

Why does my hard drive fill up when I shred free space?

When you shred free space the Digital Shredder will rewrite over all free space with encrypted data to be sure the files in free space are unrecoverable. Basically the free space is now replaced with 1kb files and it will fill up your drive, however, after the shredding is completed these files will be securely deleted and your computer hard drive will go back to normal. Please DO NOT stop the process of the free scan or these files may not be removed properly.

How often should I do the Shred Free Space?

This is up to you but we recommend about once a month, as often as you should be doing a defrag on your computer.

I can't see the full screen of the software, cannot expand the window.