Troubleshooting
Fix connection problems
Work through these quick checks first. Most connection problems are solved by one of them.
Quick checks
1
Check that your pass is active
Open My Pass and confirm the pass is active and has days left. If it has expired, the VPN will stop connecting.
2
Try a different network
Switch between Wi-Fi and mobile data. If it works on one, the other network may be blocking or slowing the connection.
3
Disconnect and reconnect
Turn the VPN off, wait a few seconds and turn it on again. This resets the connection.
4
Restart the app and your device
Close the VPN app fully, then restart the phone or computer. It clears many temporary glitches.
5
Check date, time and updates
Set the date and time to automatic and keep the VPN app and your system up to date.
Detailed troubleshooting guides
Troubleshooting
How to Check If Your VPN Is Working
A VPN can show as connected and still not be doing its job. Use these checks to confirm your traffic is really going through the VPN.
5 min read
Troubleshooting
How to Improve VPN Connection Stability
A VPN that keeps dropping or stalling is usually reacting to the network or device around it. These steps help you find and fix the weak link.
5 min read
Troubleshooting
How to Reconnect When the VPN Disconnects
VPN connections drop sometimes. Here is a calm, ordered routine for getting back online safely and working out why it happened.
5 min read
Troubleshooting
How to Troubleshoot a VPN on Android
Work through the most common Android VPN problems in order, from an expired pass to battery settings, always-on VPN and network changes.
5 min read
Troubleshooting
How to Troubleshoot a VPN on iPhone and iPad
Step through the most common iPhone and iPad VPN problems in order, from an expired pass to low power mode, profile settings and network changes.
5 min read
Troubleshooting
VPN Not Connecting? Step-by-Step Fixes
A simple order of checks for when the VPN will not connect: pass status, login details, network, permissions and a clean restart.
5 min read
Still stuck?
Contact support and tell us your device, what you tried and any message you saw.
Contact support