get support

email help@hq.network

get help

  1. frequently asked questions
  2. support for iphone and ipad
  3. support for mac

support for iphone and ipad

installation and connection

  • See the connection wizard. it usually takes less than 5 mins to get set up.

  • Having issues? Try using Safari to install.

checking for connection

  • Your device will show a VPN icon in the menu bar when your device has connected

  • To see more details about the connection, you can go to settings > general > VPN. NOTE: VPN appears twice in settings, once on the main screen, once under "General", we will specify which we are referring to throughout.

switching locations

  • When traveling, it can be helpful to choose a VPN location closer to where you are for faster speeds. download a new profile from your account. This new profile will replace the other one. If you need more than one at once, contact us at help@hq.network

connecting / pausing the HQ VPN

  • You can set up the HQ VPN to connect on demand when you get on the internet or only connect when you manually toggle it on.
  • If you followed the connection wizard, your VPN is probably set up to connect on demand.
  • turn on / off connect on demand

    • you can manage connect on demand in Settings > General > VPN then from there tap the blue "i" button next to the HQ VPN name.
    • on that screen there is a toggle for "Connect on Demand"
  • toggle on the HQ VPN manually

    • if you connect on demand is turned OFF (see above), then you can use the HQ VPN switch on the main settings screen. NOTE: if you don't turn off connect on demand, this switch will seem like it is possessed and keep turning itself back on.

deleting/removing the HQ VPN

  • To delete the HQ VPN, go to Settings > General > Profiles

  • Tap into the HQ VPN, and tap remove profile

multiple devices

  • You can install the profile on all your devices, but the network is currently limited to one connections at a time per account. learn more about devices and connections. We are in the process of adding support for multiple connections.

latest iOS?

  • Having trouble with the HQ VPN? Make sure you are running the latest version of iOS (12.0+). You can see which OS you are running in Settings > General > Software Update

support for mac

installation

  • See the connection wizard. It generally takes less than 5 mins to get set up.

  • Having issues? Try using Safari to install.

checking for connection

  • To check your connection, click network in system preferences  > system preferences…

  • You should see a green circle, VPN name, and lock icon in the list. For quick access, we recommend checking the option to show VPN status in menu bar

  • When you switch internet connections (i.e. moving from wifi to cell or to a new wifi network), the menu bar will show “connecting…” as it establishes a connection to the HQ VPN.

switching locations

  • When traveling, it can be helpful to choose a VPN location closer to where you are for faster speeds. Download a new profile from your account. This new profile should replace the other one. If you need more than one location installed at once, contact us at help@hq.network.

connecting / pausing the HQ VPN

  • You can set up the HQ VPN to connect on demand when you get on the internet or only connect when you manually toggle it on.
  • If you followed the connection wizard, your VPN is probably set up to connect on demand.

  • turn on / off connect on demand

    • You can manage connect on demand in  > system preferences > network then from there click the HQ VPN name. You will see a checkbox for "connect on demand" in the right panel. Make sure to hit "Apply" to save your changes.
  • toggle on the HQ VPN manually

    • If you have already turned OFF connect on demand (see above), Then you can use the "disconnect" option in the menu bar. NOTE: if you don't turn off connect on demand, the HQ VPN will seem like it is possessed because it keeps turning itself back on.

removing VPN

  • To stop using the HQ VPN, click Profiles in System Preferences  > system preferences…

  • Choose the HQ VPN from the list, and click the - sign at the bottom of the list. choose remove to confirm.

multiple devices

  • You can install the profile on all your devices, but the network is currently limited to one connections at a time per account. Learn more about devices and connections. We are in the process of adding support for multiple connections.

latest macOS?

  • Having trouble with the HQ VPN? Make sure you are running the latest version of macOS Mojave (14.0+). You can see which OS you are running in by looking under  > About This Mac.

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