How to Troubleshoot a VPN on Android

When a VPN fails on an Android phone, the cause is usually small: an expired pass, a restriction on background apps, a network that needs a login, or an outdated setting. The good news is that most problems can be solved in a few minutes if you check them in a sensible order.

This guide lists the checks from the most likely cause to the least likely. Use the app or connection profile listed on your My Pass page. Android menus vary by version and by manufacturer, so the names below are descriptions rather than exact labels. If you have not set the VPN up yet, start with setting up a VPN on Android.

Step 1: confirm your pass is active

1. Open your My Pass page and look at the end date. Validity starts when the VPN account was created, not when you first connected.
2. If it has expired, renew your pass. Renewing adds new days on top of any remaining days.
3. Check that your login details match the ones on your My Pass page. Copying and pasting often adds a hidden space at the end, so type them if a paste fails.

Step 2: check the basics on the phone

1. Is the internet working without the VPN? Open a normal website with the VPN off. If that does not load, the problem is the network, not the VPN.
2. Turn airplane mode on for ten seconds, then off. This resets the radios and often clears odd states.
3. Check the date and time. An incorrect clock can break secure connections. Set date and time to automatic in system settings.
4. Restart the phone. It is a cliché because it works.

Step 3: reconnect cleanly

1. Disconnect the VPN, then close the app fully from the recent apps view.
2. Reopen it and connect again.
3. If your My Pass page lists several connection methods, try another one.
4. Then run the checks in how to check if your VPN is working to confirm your public IP changed.

Step 4: allow the app to run in the background

Many Android phones stop apps that run in the background to save battery. If the VPN disconnects when the screen turns off, this is a likely cause.

• In the phone's settings, find the app's battery or "app info" page and allow unrestricted or background activity. Wording differs between Samsung, Xiaomi, Pixel and others.
• Turn off data saver or restricted-data modes for the VPN app, if your phone has them.
• Some manufacturers add a "sleeping apps" or "auto-start" list. Make sure the VPN app is not on it.

Step 5: review the system VPN settings

Android keeps a VPN section in its settings, often under network or connection settings. Its name varies. The Android help page about VPNs describes it in detail.

• Check that the connection profile is not duplicated or damaged. If you manually added one, delete it and import it again from your My Pass page.
• Look at "always-on VPN". If it is turned on for a different VPN app, it can conflict with the one you use now. Turn it off for the other app.
• If "block connections without VPN" is on and the VPN is not connected, all traffic is blocked on purpose. Either reconnect the VPN or turn that option off temporarily to check whether this is the cause.

Step 6: check the network

• Switch between Wi-Fi and mobile data. If it works on one, the other network is restricting traffic.
• On a hotel, airport or cafe network, complete the login page first. See connecting a VPN on public Wi-Fi.
• Check Private DNS in the network settings. If a custom entry is wrong, name lookups can fail. Set it to automatic to test.
• Move closer to the router or turn off any other VPN or proxy apps.

Step 7: refresh the app

1. Update the app and Android to the latest versions.
2. In the app's info page, clear its cache. Do not clear stored data unless you have your login details ready, because that signs you out.
3. As a last resort, uninstall and reinstall the app, then log in again with the details from your My Pass page.

A simple example

A user reports that the VPN connects in the morning but fails after lunch. The pass is active and the password is correct. The pattern shows up on battery settings: the phone puts the app to sleep after a few hours of the screen being off. After the user allows background activity for the app, the VPN stays connected all day.

Limits and what to watch for

• Android versions and manufacturers rename menus often, so use the search box in settings to find terms like "VPN" or "battery".
• A VPN cannot fix a phone with no signal or a broken data plan.
• Do not install unknown "booster" or "cleaner" apps. They can interfere with network settings.
• If you work with a company VPN profile on the same phone, it may take priority or conflict.

When to contact support

Contact us through account support or the contact page if your pass is active, the steps above have not helped, and the problem appears on more than one network. Please include the phone model, Android version, the connection method you used, the time of the problem and any message you saw. Never include your password.

Summary

Check the pass first, then confirm the internet works, reconnect cleanly, allow background activity, review the system VPN settings, test another network, and refresh the app. For more ways to keep the connection steady, read about improving VPN connection stability, or browse the Help Center.