Cannot Connect to the VPN

Troubleshooting help

Start with the quick checks

1. Check your internet first. Turn the VPN off and load any website. If nothing loads, the problem is your connection, not the VPN.
2. Check server status. The server you use may be in maintenance. Look it up on the server status page.
3. Restart the VPN app. Quit it fully and reopen it. On phones, swipe it away and relaunch.
4. Reboot the device. Old advice, still fixes a surprising number of cases.

Try a different server or protocol

If one server will not connect, switch to another location from the devices page and import the new config. Tips for choosing are in how to pick a server.

Some networks, like hotel or office Wi-Fi, block the tunnel's UDP port. If a network blocks your connection, contact support and we will help you find a path that works.

Check the config itself

• Make sure the device still exists in your dashboard. A revoked device cannot connect.
• Make sure your subscription is active. An expired plan disconnects all devices.
• Re-download the config file and import it again. A truncated download is enough to break the tunnel.

Firewalls and antivirus

Desktop firewalls and some antivirus suites block VPN tunnels. Temporarily disable them and try again. If the VPN connects, add the tunnel app to the firewall's allow list and re-enable protection.

If you turned on a kill switch and now nothing connects, that feature may be blocking traffic on purpose while the tunnel is down. The kill switch guide explains how it works and how to clear a stuck state.

Match the symptom to the cause

The exact symptom points to the fix. Use this list to narrow it down:

• The tunnel never turns on. Usually a blocked UDP port, a firewall, or a truncated config. Try another network, allow the app through your firewall, and re-import a fresh config.
• It connects, then drops within seconds. Often a busy or degraded server. Switch locations and check the server status page.
• It says connected but nothing loads. This is almost always DNS, not the tunnel. The fixes are in fixing DNS issues.
• It worked yesterday and not today. Check that your subscription is active and the device is still listed in your dashboard.

Why connections fail

The tunnel needs three things to connect: an open path to the server over its UDP port, a complete and current config file, and an active device on a paid plan. Public networks like hotels and offices often block that UDP port, a partial download corrupts the config, and an expired plan or revoked device closes the door on the server side. When you work through the checks above in order, you rule those out one by one until the real cause is clear.

Tip: before you change anything else, re-download the config and try a second server location. Those two steps alone clear the large majority of failed connections.

Still stuck after all of this? Contact support and include your platform, protocol, server location, and any error message you see. We answer within 1 business day.