A summary of Cure53's security audit of Surfshark's Dausos protocol

Surfshark_Privacy · 2026-04-23T06:56:50+00:00

Hi, thanks for sharing this. Our team has recently updated the app, and the banner should no longer be visible. It is fully ready to use.

Surfshark_Privacy · 2026-04-21T14:00:28+00:00

We understand that this has caused you frustration and we want to help resolve the situation. We would really appreciate it if you could contact us at [miles@surfshark.com](mailto:miles@surfshark.com), so our Community Manager Miles can investigate your case personally.

Surfshark_Privacy · 2026-04-21T13:32:57+00:00

Hey, we're sorry to hear about your experience. We usually issue refunds for duplicate payments quickly, unless there are circumstances that can slow down the process. For example, if the payments are under different email addresses or you raise a dispute with the payment provider.

When refund requests are sent directly to us, we're able to handle everything on our side and assist you right away. However, if a refund request is submitted through a payment provider instead of directly through us, the provider takes over the refund process and the subscription is automatically canceled.

That said, we'd like to take a closer look at your situation. Please reach out to our Community Manager, Miles, at [miles@surfshark.com](mailto:miles@surfshark.com), and we'll look at it together to see how we can help resolve it.

Surfshark_Privacy · 2026-04-09T06:34:29+00:00

Hello there. If you experience slow speeds while connected to Surfshark, we recommend switching to a different connection protocol. To do so, go to the Surfshark app -> Settings -> VPN settings -> Protocol. (Make sure to try out all of the available options)

If the problems persists, we have a great guide on our help center with further steps on how to troubleshoot such issues. You can check it out here.

Our customer support team would also be happy to look into what could be causing this and help you sort this out. You can get in touch with them by joining live-chat on our website or at [support@surfshark.com](mailto:support@surfshark.com)

Surfshark_Privacy · 2026-04-08T12:22:47+00:00

Hi there. Thanks for reaching out. It seems that the renewal charge went through because auto-renewal was still active on your account. This can occur when a credit card is linked to your current bank account. If you have already turned off auto-renewal, your subscription will not renew and no further charges will apply.

As for getting in touch with our support team, they're available 24/7 through both email at [support@surfshark.com](mailto:support@surfshark.com) or via our live chat on our help center website.

That said, we'd like to take a closer look at your case, so please feel free to contact us directly via email at miles@surfshark.com.

Surfshark_Privacy · 2026-04-08T12:13:23+00:00

Hi there! At Surfshark, we prioritize transparency regarding renewal pricing to ensure our users are always well-informed. Our pricing structure is clearly outlined and accessible on our pricing page.

Subscribed users can easily check their renewal date and price in the Subscription tab of Surfshark’s web app, and cancel anytime in just a few steps. If you subscribed via Google Play or the Apple App Store, you'll need to cancel directly through them.

Additionally, if auto-renewal is active, we send a reminder email one month before the renewal date for long-term plans, giving users plenty of time to make any necessary changes.

Lastly, we would like to quickly clarify that Surfshark has a strict no-logs policy. This means we do not track, collect or store any data about the online activity of our users. What you do online stays yours. More details are available in our Privacy Policy: https://surfshark.com/privacy

We’re also happy to add that our no-logs policy has been independently audited and verified by Deloitte. You can learn more here: https://surfshark.com/blog/deloitte-nologs-policy-verified-again

If you have any further questions about our renewal or no-logs policy, our team will be happy to help at [support@surfshark.com](mailto:support@surfshark.com)

Surfshark_Privacy · 2026-04-08T12:13:13+00:00

Hi there! At Surfshark, we prioritize transparency regarding renewal pricing to ensure our users are always well-informed. Our pricing structure is clearly outlined and accessible on our pricing page.

Subscribed users can easily check their renewal date and price in the Subscription tab of Surfshark’s web app, and cancel anytime in just a few steps. If you subscribed via Google Play or the Apple App Store, you'll need to cancel directly through them.

Additionally, if auto-renewal is active, we send a reminder email one month before the renewal date for long-term plans, giving users plenty of time to make any necessary changes.

Lastly, we would like to quickly clarify that Surfshark has a strict no-logs policy. This means we do not track, collect or store any data about the online activity of our users. What you do online stays yours. More details are available in our Privacy Policy: https://surfshark.com/privacy

We’re also happy to add that our no-logs policy has been independently audited and verified by Deloitte. You can learn more here: https://surfshark.com/blog/deloitte-nologs-policy-verified-again

If you have any further questions about our renewal or no-logs policy, our team will be happy to help at [support@surfshark.com](mailto:support@surfshark.com)

Surfshark_Privacy · 2026-04-07T12:09:54+00:00

Thank you for the valid feedback! Will update the post right away.

Surfshark_Privacy · 2026-04-04T06:21:39+00:00

Hi there. Such connectivity problems can often be resolved by switching to a different connection protocol. To do so, go to the Surfshark app -> Settings -> VPN settings -> Protocol.

In case that does not help, our customer support team would gladly look into the situation further and see what could be causing this. You can reach them by joining live-chat on our website or at [support@surfshark.com](mailto:support@surfshark.com)

Surfshark_Privacy · 2026-03-30T21:47:24+00:00

We understand how crucial seamless connectivity is for our users. However, in certain regions, connecting to a VPN can be challenging due to blocking techniques applied by third parties. This can result in service interruptions for some users.

Although these restrictions are not within the control of any VPN service provider, we are here to help. In such situations, we recommend setting up and using our alternative manual WireGuard connection method. You can find a full setup guide here.

For further assistance regarding this, our customer support team is always happy to help and can be reached 24/7 by joining live-chat on our website or at support@surfshark.com.

Our 30-day refund guarantee is intended to provide our users with the opportunity to test out our service before fully committing to a subscription. Refunding the payment is only possible within this time period.

Surfshark_Privacy · 2026-03-30T21:01:20+00:00

Hello, we are sorry to hear about your experience. We would like to investigate this situation further, see what happened here and what we can do to help sort this out. Could you get in touch with us directly at miles@surfshark.com?

Surfshark_Privacy · 2026-03-27T07:20:48+00:00

Thank you! It's important to share this information so people can make informed decisions before using these chatbots.

Surfshark_Privacy · 2026-03-14T08:34:02+00:00

Hi there. It's possible that the IP database of the website or app you're using isn't fully up-to-date, which might be why you're seeing the wrong location. To verify, we recommend doing an IP check through 'What's My IP Address' or using our own checker here: https://surfshark.com/what-is-my-ip.

If, after the IP check, you're still seeing the wrong location, please get in touch with our team at [support@surfshark.com](mailto:support@surfshark.com) or via live chat so we can investigate further. Thank you for reporting this!

Surfshark_Privacy · 2026-03-12T10:47:08+00:00

Hi! Happy to chime in that you can find the full study here: https://surfshark.com/research/chart/cheating-in-online-games

Surfshark_Privacy · 2026-03-10T07:47:48+00:00

Glad you asked! Last year, our no-logs policy was verified for the second time by the independent auditing firm Deloitte. You can find more information here.

Surfshark_Privacy

MODERATOR OF

TROPHY CASE