We found it frustrating to install, set up, and use Betternet. Firstly, it isn’t clear where the download link for the free plan is located on the provider’s website; better VPNs tend to have a dedicated download page.
We eventually found the download link in our account area, but we would’ve liked the option to try out the VPN first before creating user details.
During desktop installation, the download froze and forced us to open a second installer. We tested this on multiple devices and the same error occurred every time.
Once downloaded, the VPN required us to sign in a second time despite the download link being located within our account area. This entire process took around 15 minutes which is unacceptable.
We’d welcome the inclusion of an activation code to simplify the installation process and remove the need to re-enter login details.
Below is a closer look at how each Betternet app looks and functions:
Desktop & Laptop (Windows & Mac)
Betternet uses an identical user interface on Windows and Mac, ensuring a similar user experience across both platforms.
Its desktop apps are simple and uncluttered, with a large central button and a smaller widget that displays your current server location.
We wish Betternet’s Mac app (bottom) would display our remaining data like on Windows (top).
Despite its streamlined interface, we’d like the option to resize Betternet’s desktop apps. Currently, the apps are too large and take up a significant amount of the screen.
Clicking the central button starts your VPN connection, with the animation changing to blue to indicate a successful connection. This worked as intended on Windows but often failed to connect on macOS.
You can select your current server location to access the full server list. All 3 free server locations are displayed at the top of this list, but there’s also a search function if you want to look through the paywalled locations.
Frustratingly, we were often unable to access this server list on macOS unless we disabled the kill switch first. We’re unsure as to why this happens but we’d like Betternet to address this for a smoother user experience.
We were also frustrated by the number of video ads in Betternet’s desktop app. You’re made to watch one when you first launch the app and they then appear more sporadically during normal usage.
Mobile (iPhone & Android)
Betternet’s mobile apps are almost identical to their desktop counterparts, using the same button layout and color scheme.
Betternet’s mobile apps have near-identical interfaces.
One major difference is that the mobile apps aren’t capped by a 500MB data limit and instead force you to watch a video ad in exchange for 15 minutes of usage.
Not only is this frustrating but it poses a significant privacy risk as the VPN disconnects after the allotted time, without warning. This can cause your real IP address to leak if you forget to enable the VPN’s kill switch.
We particularly struggled to use Betternet’s Android app due to several usability issues. For example, a prompt appears within the app requesting you to allow notifications to unlock full functionality.
This message obscures the bottom of the app and doesn’t disappear unless you accept it. Confusingly, we didn’t notice any difference in the Android app’s functionality after making this change.
Betternet’s Android app also advertises a 24/7 live chat in its settings. However, selecting this just sends an email to a support agent and then prevents you from leaving the ‘chat.’ We then had to restart the app to fix this.
It’s much easier to set up Betternet on your Chrome browser than it was before: you just need to install its extension and accept the prompt that appears. The whole process takes seconds and involves no further steps.
Previously, Betternet required you to download My Safe Search, a third-party extension, and allow it to run continuously in the background. We were frustrated by this unnecessary step and concerned by the privacy and security implications of downloading software from an unknown publisher. We’re pleased to see Betternet has since abandoned this.
You can only connect to the US on Betternet’s Chrome extension.
The Chrome extension itself follows the same design and layout of its desktop and mobile apps. Its interface is simple and requires no learning curve to start using, just click the connect button to turn the VPN on and off.