tenelk

Support

Get Tenelk working again.

Start with the common fixes below, manage your account or membership, or email us with the details we need to help.

Contact Tenelk support

Write to support@tenelk.cloud. We aim to reply within three business days.

Use the email associated with your Tenelk account. For a connection issue, include your Chrome version, extension version, selected mode and region, and the exact error. For a purchase question, include the email used at checkout and the transaction reference.

Never send your password, full card number, or an identity document by ordinary email. If identity verification is required, we will provide a separate secure process.

Email support

Weekly free access

Signed-in accounts without an active membership receive 60 minutes of free Chrome connection time each week. The allowance resets every Monday at 00:00 UTC. When it is exhausted, you can upgrade for continuous access or wait for the next weekly reset. The Tenelk service calculates the allowance; the extension cannot add or reset time locally.

Cannot sign in or connect

Use Chrome 108 or newer and disable other VPN or proxy extensions that can control Chrome's proxy setting. Sign in to Tenelk, keep Smart Auto or select an available region, then choose Rules or Global mode. If Chrome shows a proxy username or password prompt, do not enter your Tenelk password; disconnect Tenelk and contact support with the exact message.

Rules, Global, and Local Direct

Rules mode sends only domains in your rules list through Tenelk. Global mode sends ordinary Chrome website requests through the selected region. Local Direct clears the Tenelk proxy and returns Chrome to its local connection. Tenelk VPN for Chrome does not change networking for other applications and is not a device-wide VPN.

Check the exit and restore direct access

After connecting, use exit verification in the extension to confirm the active region. When you disconnect, Tenelk clears its Chrome proxy and verifies direct reachability. If Chrome still cannot browse directly, disable another extension or policy that controls the proxy, reopen Chrome, and include the displayed recovery message when contacting support.

Payment succeeded but membership is inactive

Open Manage membership and confirm that it shows active access for the same Tenelk account used in the extension. Return to the extension and connect again to refresh membership. If access is still inactive, email support with the checkout email and transaction reference.

Cancel a subscription or request a refund

Open Manage membership, then use the Creem customer portal to cancel before the next renewal. Cancellation stops future renewals and does not ordinarily reverse a completed charge. For a refund request, include the transaction reference, purchase date, and a short explanation; requests are reviewed under Creem's buyer terms and applicable consumer law.

Account and privacy requests

For help securing an account, or to request access, correction, export, or deletion of personal data, email support from the address associated with the account. We may ask you to verify control of that address through a separate verification step.