Support
Answers to common questions. Still stuck? We’re happy to help.
Email support@doublewen.cloud — we usually reply within 1–2 business days. Please include your iOS version and iPhone model so we can help faster.
Frequently asked
What does NetVitals do?
NetVitals measures your real internet speed, scores your Wi‑Fi, and helps you diagnose a slow or flaky connection with tools like Ping, DNS Lookup, Traceroute, Port Scan, Whois and LAN Scan — all without an account.
The Wi‑Fi Health check says the problem is my ISP, not my Wi‑Fi. What does that mean?
Wi‑Fi Health compares the latency to your local router (gateway) against the latency to the internet. If your local network is fast but the path to the internet is slow or lossy, the bottleneck is your ISP or the connection beyond your router — not your Wi‑Fi.
Why does it say “Router blocks ping” or my gateway shows no response?
Some routers are configured to ignore ping (ICMP) requests. When that happens NetVitals automatically falls back to evaluating your internet and DNS performance instead, so you still get a useful result.
Why is my connection type shown as “Unknown”?
On some networks and environments iOS does not expose the connection type. Your speed and diagnostics still work normally.
What’s included in NetVitals Pro?
NetVitals Pro is a one‑time purchase (no subscription) that unlocks Port Scan, Whois, LAN Scan, and history trend charts.
I bought Pro on another device / reinstalled. How do I restore it?
Open Settings inside the app and tap Restore Purchases. Make sure you’re signed in to the same Apple Account you used to buy Pro.
How do I export my test history?
Go to the History tab, tap the menu (•••) in the top corner, and choose Export CSV. You can then share or save the file anywhere.
How do I add the Home‑Screen widget?
Long‑press your Home Screen, tap ＋ (Edit), search for NetVitals, and add the widget to keep your latest speed and Wi‑Fi score at a glance.
Do you collect my data?
No. NetVitals collects no personal data and requires no account; your history stays on your device. See our Privacy Policy.
Requirements
NetVitals requires iPhone running iOS 17.0 or later.