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Connection Issues

Problems connecting to the VPN or maintaining a stable connection

This can be caused by several factors including firewall blocking, incorrect credentials, or server issues.

Steps to resolve:

  1. Check your internet connection is working without VPN
  2. Verify your VPN credentials are correct in your dashboard
  3. Try connecting to a different VPN server/region
  4. Temporarily disable your firewall and antivirus to test
  5. Restart your VPN client and try again
  6. Re-download your configuration file from the dashboard

Still having issues? Contact our support team for personalized assistance.

Unstable connections can be caused by network issues or incorrect settings.

Steps to resolve:

  1. Switch from UDP to TCP protocol (more stable on unreliable networks)
  2. Check for other bandwidth-heavy applications
  3. Try a server geographically closer to you
  4. Update your VPN client to the latest version
  5. Check if your router needs a firmware update

Still having issues? Contact our support team for personalized assistance.

Some websites may block VPN traffic or there may be DNS issues.

Steps to resolve:

  1. Try clearing your browser cache and cookies
  2. Change your DNS settings to use Cloudflare (1.1.1.1) or Google (8.8.8.8)
  3. Try a different browser or incognito mode
  4. Connect to a different VPN server location
  5. Check if the website is experiencing downtime

Still having issues? Contact our support team for personalized assistance.

Your credentials may be incorrect or expired.

Steps to resolve:

  1. Re-download your configuration file from the dashboard
  2. Ensure your account is active and invoices are up to date
  3. Check that you're using the correct username/password
  4. Regenerate your VPN keys from the dashboard
  5. Contact support if the issue persists

Still having issues? Contact our support team for personalized assistance.

Performance Issues

Slow speeds or high latency while connected to VPN

VPN speed depends on many factors including server distance, encryption, and your base internet speed.

Steps to resolve:

  1. Connect to a server closer to your physical location
  2. Switch to WireGuard protocol for better performance
  3. Test your base internet speed without VPN to compare
  4. Close bandwidth-heavy applications
  5. Try connecting during off-peak hours
  6. Check if your ISP is throttling VPN traffic

Still having issues? Contact our support team for personalized assistance.

High latency is often caused by connecting to distant servers.

Steps to resolve:

  1. Choose a server in your country or region
  2. Use WireGuard instead of OpenVPN for lower latency
  3. Avoid servers with high load (if visible in your client)
  4. Check for background uploads or downloads
  5. Restart your router and modem

Still having issues? Contact our support team for personalized assistance.

Some streaming services may throttle or block VPN connections.

Steps to resolve:

  1. Try a different VPN server in the same region
  2. Clear your browser cache before accessing the streaming service
  3. Lower the video quality temporarily to test
  4. Ensure you have sufficient bandwidth for streaming

Still having issues? Contact our support team for personalized assistance.

Configuration Problems

Issues with VPN configuration files and settings

The config file format may be incompatible or corrupted.

Steps to resolve:

  1. Re-download the configuration file from your dashboard
  2. Ensure you're using the correct config for your client (WireGuard vs OpenVPN)
  3. Check that your VPN client is up to date
  4. Try importing via a different method (file vs QR code)
  5. Verify the file wasn't modified or truncated during download

Still having issues? Contact our support team for personalized assistance.

Your DNS requests may be bypassing the VPN tunnel.

Steps to resolve:

  1. Enable the "Block outside DNS" option in your VPN client
  2. Set custom DNS servers in your VPN configuration
  3. Disable IPv6 on your network adapter
  4. Use the VPN's built-in DNS leak protection
  5. Test with dnsleaktest.com while connected

Still having issues? Contact our support team for personalized assistance.

WebRTC or other leaks may be exposing your real IP.

Steps to resolve:

  1. Disable WebRTC in your browser settings
  2. Install a WebRTC leak prevention browser extension
  3. Enable the kill switch in your VPN client
  4. Verify your connection at whatismyip.com while connected
  5. Reconnect to the VPN and test again

Still having issues? Contact our support team for personalized assistance.

App & Client Issues

Problems with VPN client applications

The client may be corrupted or conflicting with other software.

Steps to resolve:

  1. Reinstall the VPN client with a fresh download
  2. Check for conflicting VPN or security software
  3. Run the client as administrator (Windows)
  4. Check system requirements are met
  5. Look for error logs in the application folder

Still having issues? Contact our support team for personalized assistance.

Update may be blocked by permissions or antivirus.

Steps to resolve:

  1. Download the latest version manually from the official website
  2. Temporarily disable antivirus during installation
  3. Uninstall the old version completely before installing new
  4. Run the installer as administrator
  5. Check for sufficient disk space

Still having issues? Contact our support team for personalized assistance.

Mobile-specific settings may be interfering.

Steps to resolve:

  1. Grant all required permissions to the VPN app
  2. Disable battery optimization for the VPN app
  3. Check that mobile data or WiFi is enabled
  4. Try toggling airplane mode on and off
  5. Reinstall the VPN app

Still having issues? Contact our support team for personalized assistance.

Quick Diagnostic Checklist

Run through these basic checks before contacting support

Check Internet Connection

Ensure you can access websites without the VPN connected

Update VPN Client

Make sure you're running the latest version of your VPN client

Restart Devices

Restart your computer, router, and modem

Re-download Config

Get a fresh configuration file from your dashboard

Try Different Server

Connect to an alternate server location

Check Firewall

Ensure your firewall isn't blocking VPN traffic

Still Need Help?

Our support team is available 24/7 to help resolve any VPN issues.

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