Support & Troubleshooting

We recommend always using a power adapter plugged directly into a wall outlet. USB ports on some devices (e.g., on laptops or power banks) may not supply enough power, which can cause the router to malfunction.

If you choose to use a non-standard power supply, ensure it can provide sufficient power based on the device's requirements. However, note that using an unstable or insufficient power input may lead to malfunctions.

Power Requirements for KeepYourHomeIP Routers

• Economy Light: 5V/2A. Can be powered by any laptop or power bank.
  

• Business: 5V/3A. The USB port on a computer or a high-quality power bank should provide enough power. It is recommended to use the original power cable.

Please ensure your power adapter is rated for at least 5V/2A or 5V/3A, depending on the router model.

On some newer phones, the default hotspot configuration is set to 5GHz only. Change the hotspot configuration to 2.4GHz to resolve the issue.

If you are using an iPhone, make sure that the 'Allow others to join' and 'Maximize compatibility' options are enabled. Furthermore, stay on the personal hotspot settings page on your phone while you are scanning for available Wi-Fi networks on your VPN travel router.

No, our VPN routers use the Internet kill switch feature. You will not have an internet connection unless the VPN is active. This prevents the leakage of your true IP address and the revelation of your location.

The VPN server router and VPN travel router can be initially configured or later reconfigured from two different locations. They do not need to be in the same place during setup.

Once configured, the VPN server router can, if needed, be moved to another location, connected to power and the internet, and the VPN connection will be ready to use without any additional reconfiguration.

The IP address used by the KeepYourHomeIP VPN will be the IP address assigned to the Internet connection at the server’s physical location.

In case that Internet Service Provider (ISP) router is replaced or you change ISP, simply connect the VPN server router to the new ISP router. The VPN connection will continue to work without additional reconfiguration.

The VPN travel router can be used at any remote location. If needed, it can also be initially configured or later reconfigured directly at that remote location.

Check your local Internet connection first (try reaching the Internet without VPN).

Access the web Admin Panel using the default URL http://192.168.8.1. Navigate to KYHIP VPN → WireGuard. If the KYHIP VPN → WireGuard section is orange, it indicates no VPN connection. Perform a soft reboot of the VPN client router (located in the upper right corner of the web Admin Panel). 

If the issue persists, it might be related to your home Internet connection where your VPN server is connected. You can check currect router status on your KeepYourHomeIP account page. Please contact our Support team and they will check the server router status. 

To check the status of your home VPN server remotely, simply log in to your KeepYourHomeIP account. From there, you’ll be able to view the status of your “Home Server” router, which should appear as online.

While KeepYourHomeIP does not operate a call center, you can easily reach us via email at: support@keepyourhomeip.com. Our team of analytical minds is dedicated to promptly answering your questions and efficiently resolving your issues. If the matter or query cannot be resolved over email, we are open to setting up a call or remote session for further assistance.

In order to schedule a session with our team, please follow the steps below:

1. Log in to your KeepYourHomeIP account using the email address and password you chose when you created it.
2. Upon successful login, select 'BOOK 1 ON 1 SESSION,' and then select the time and date that best suit your availability.

For any support-related queries or technical assistance, please use the following email address: support@keepyourhomeip.com

Our customer service and support team is available seven days a week, from Monday to Sunday. Our operating hours are from 9:00 AM to 1:00 AM Central European Time (CET).

A power outage affects both the server at your home and the travel router at the remote location.

When the power goes out

The VPN server router loses power, terminating the VPN tunnel.

Internet access through the VPN travel router is cut due to the Internet kill switch.

When the power comes back

The VPN server router restarts automatically.

The VPN tunnel is re-established if there are no lingering issues with your home ISP.

Configuration

No data is lost or corrupted during the power outage.

The system is designed to handle power failures gracefully.

To ensure seamless use of your KeepYourHomeIP setup after moving or replacing your Internet Service Provider (ISP) router, simply connect your KeepYourHomeIP VPN server router to the new ISP router. To do this, plug the WAN port of the VPN server router into a LAN port on the ISP router.

Please note that an active support plan subscription is required for VPN functionality.

Once connected to an Internet source, your KeepYourHomeIP VPN travel router should automatically establish a VPN connection to your home server within a few moments.

If the connection is not established automatically, connect to the travel router via Wi-Fi or Ethernet, open 192.168.8.1 in your browser, and follow these steps:

1. Navigate to KYHIP VPN → WireGuard.
2. Click the three-dot menu.
3. Select Stop and wait a few seconds.
4. Select Start to re-establish the VPN connection to your home server.

This will reinitiate the VPN connection to your home server.

If you held the factory reset button too long and your VPN stopped working, log in to your KeepYourHomeIP account and click “Unlock Auto-Configuration.” Make sure your VPN travel router is powered on, then connect it to an internet source (via Ethernet cable or Wi-Fi). The router will automatically reconfigure itself.

It is recommended to avoid pressing this button unless a factory reset is required. If you only need to reboot your VPN router, you can do so from the admin panel.

If you've mistakenly placed an order with KeepYourHomeIP, don't worry, we understand that errors happen. To resolve this promptly and ensure you're not billed for a product or service you didn't intend to purchase, reach out to us via email at support@keepyourhomeip.com as soon as possible. The sooner you send the email, the easier it is for us to halt the order process.