If you paid for your account with a credit card or if your payment is showing as cleared, Private Internet Access (PIA) has sent your account information to you via email. If you do not 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 they were not routed to an unexpected email.
For iTunes in-app purchases, accounts are created under the email address entered in the required box during purchase.
If you still cannot locate your "p"-username and password, review these possible causes:
New Account Purchases
- Ensure you are 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 is a message in the payment details that says "Pending", "Open", or any other message that might suggest the payment has not 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 along 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 have an existing account and you have requested a password reset either by going through our Password Reset form within our Account page or by requesting our support team to reset your password, please review the following possible causes:
Existing/Confirmed Accounts
- Our emails are being filtered to your Spam folder: It's possible that the emails coming from our account system may be accidentally being misinterpreted as spam mail, and are being filtered to your Spam folder in your email client.
- 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 be able to re-subscribe your email address to resume getting password emails.
- Your email host is blocking emails originating from our account system: Some email hosts may misinterpret emails originating from our accounting system and may flag our domain as spam, similar to explained above. However, since this is at a server level, this is not something you would be able to directly configure or change and would require your email host themselves to whitelist our email domain. Commonly, the only recourse would be to change the email address associated with your PIA account to one on an entirely different email domain. To make this change, follow the steps in this article.
If you have still not received your login information or are experiencing any trouble, please contact support here and we will be happy to assist you.