# Accounts and sign-in

Create or access your account in the app, separate sign-in from connection failures, and follow the right recovery or support route.

Website: https://zenshield.com/help/account-and-sign-in

Canonical URL: https://zenshield.com/help/account-and-sign-in

Page reviewed: 2026-09-09

Create your Zenshield account or sign back in through the installed Windows or Android app. The website does not have a separate account-management portal. If access fails, start with the error you see rather than creating several new accounts.

## Signing up for the first time

Download from the [official page](https://zenshield.com/download), open the app and follow its signup flow. Check the account details before submitting them. Use a password you do not reuse for other services and keep it out of support messages.

Account setup and the bandwidth-sharing decision are related onboarding steps, but they answer different questions. The account gives you a way to access the app; the consent step records your choice to participate in the exchange required for free VPN access. Read [consent and opting out](https://zenshield.com/help/bandwidth-consent) if that choice is unclear.

## If you cannot sign back in

Work from the symptom:

| What you see | What to try |
| --- | --- |
| The app cannot reach sign-in at all | Confirm ordinary internet access, including any hotspot sign-in |
| Your account details are rejected | Check the intended account identifier and any accidentally added spaces |
| A recovery option is available in your version | Follow that in-app flow and check its instructions |
| An email is expected but does not arrive | Confirm the destination and check spam or filtered folders |
| No recovery option is available, or recovery fails | Contact support with the account identifier and error text |

Do not keep guessing a password or repeatedly requesting messages. Note what the app says and use the support route if you cannot make progress. We do not document exact recovery-button labels here because they can differ by app version.

## Keep account access separate from VPN connection

If you can sign in but the VPN will not connect, use [connection troubleshooting](https://zenshield.com/help/connection-problems). An internet-access problem does not necessarily mean your account is wrong, and reinstalling is not the first step for every sign-in error.

If another person uses the device, check which account is being accessed. The service terms do not permit sharing an account with someone else.

## What to send support

Email [hello@zenshield.com](mailto:hello@zenshield.com) or use [contact](https://zenshield.com/contact). Identify the account, your platform, approximate time and the exact message. Say whether you can receive mail at the associated address if that is relevant.

Do not send a password, authentication code or recovery secret. Support can explain any verification it requires. If your goal is to leave the service rather than regain access, follow [requesting account deletion](https://zenshield.com/help/account-deletion).

## Sources
- https://zenshield.com/end-user-license-agreement