Help

Answers to the questions we get most. If yours isn't here, email admin@quello-box.com.

Getting started

Which devices does Quello work on?

Android TV, Google TV, Android TV boxes and Android phones. There is no iPhone or desktop app yet.

How do I start?

Create an account and choose a plan on this website. Then install Quello from Google Play on your TV or phone and sign in with the same email and password.

Can I use one account on my phone and my TV?

Yes. Sign in with the same account on each device. Your plan sets how many can be connected at the same time.

Connecting

It says my account is connected on another device

Your plan's device limit is reached. Disconnect Quello on another device, wait a minute, then try again. To connect more devices at once, upgrade your plan from your account.

Quello won't connect

• Check the device has internet without Quello.
• Try another location.
• Close the app fully and open it again.
• Some networks, such as hotel or work Wi-Fi, block VPNs. Try another network.

Some streams are slower when connected

Try a location closer to you. Speed depends on the distance to the server and on your own connection.

What do Block threats and the kill switch do?

Block threats stops your device from reaching known malware and phishing sites. The kill switch blocks internet on the device if the tunnel drops, so nothing leaks outside Quello. Turn either on or off in the app's settings.

Plans and billing

Is there a free plan or a trial?

No. Quello is subscription only, with no ads. If it doesn't work for you, you can ask for a refund within 7 days of your first payment; see the refunds policy.

How do I change plan, card or cancel?

Sign in to your account on this website. Upgrade or downgrade from the plans table, change your card or cancel from your plan.

I paid but the app says I have no plan

Make sure the app is signed in with the same email you paid with. Then open Your plan in the app and choose Check again. Payments usually show within a minute.

Privacy

Does Quello keep logs of what I watch?

No. We don't record the sites, streams or channels you use, your DNS lookups, or the IP address your device connects from. We keep only when your devices connect, for 30 days, to apply your plan's device limit. The privacy policy has the details.

Is Quello an IPTV service?

No. Quello is only a VPN. It has no channels or content of its own.