When you set up and pay for a Private Internet Access (PIA) account, PIA will send your account information to you via email. If you don’t see it, check your spam or junk mail folders.
PayPal, Amazon, and Google sign-ups are often sent to the primary email address on those accounts. Verify all email addresses attached to those accounts to ensure the message wasn’t routed to an unexpected email.
For Apple in-app purchases, accounts are created under the email address entered during purchase.
If you still can’t locate your username and password, review the possible causes below.
New Account Purchases
- Ensure you’re checking the correct email account: When a subscription account is generated, PIA sends an account package to the email address associated with the payment method. For example, accounts bought using PayPal issue account details to your PayPal email address.
- Payment has failed or was delayed: Check your bank or payment statement to ensure the payment completed successfully. If there’s a message that says “Pending,” “Open,” or any other message that might suggest the payment hasn’t been fully processed, it likely means the payment is being processed by your bank before being forwarded to us. Once this happens (which can take several days), the payment will be sent to us, and an account will be created.
- Check for typos: You may have made a typo when entering your email address during purchase. If you think that this has happened, you can submit a support ticket here.
Existing/Confirmed Accounts
If you have an existing account and you’ve requested a password reset but haven’t received the reset email in your inbox (or spam folders), consider the following possible causes:
- Your email address has been unsubscribed from our mail server: Each email from PIA contains an Unsubscribe link at the bottom. If you select this link, the account system adds an exception to the email server, which prevents the server from sending account or billing messages to that address. If you believe this may have occurred with your email address, you can submit a support ticket here, and we'll re-subscribe your email address.
- Your email host is blocking emails from our account system: Some email hosts may misinterpret emails originating from our accounting system and flag our domain as spam. The best solution in this case would be to change the email address associated with your PIA account to one on a different email domain. To make this change, follow the steps in this article.
If you’re still experiencing issues, please contact support here, and we’ll be happy to assist you.