Troubleshooting

Account Issues

Login Problems

If you're having trouble logging in:

  • 1. Verify your username and password are correct
  • 2. Reset your password if you've forgotten it
  • 3. Check if your account has been activated
  • 4. Contact support if you continue to experience issues

Subscription Issues

For subscription-related problems:

  • 1. Verify your subscription is active in your account dashboard
  • 2. Check if your payment method is up to date
  • 3. Review your billing history for any failed payments
  • 4. Contact billing support for assistance with payment issues

Connection Problems

General Connection Issues

If you're experiencing connection problems:

  • 1. Check your internet connection
  • 2. Try connecting to a different server
  • 3. Switch between different protocols (TCP/UDP)
  • 4. Temporarily disable your firewall or antivirus

Platform-Specific Issues

Common platform-specific problems:

Windows: TAP adapter installation failures

Solution: Reinstall the TAP adapter from the application settings

macOS: System extension blocked

Solution: Approve the extension in System Preferences > Security & Privacy

Android: VPN permission denied

Solution: Grant VPN permissions in system settings

iOS: VPN configuration not loading

Solution: Remove and reinstall the app

Usage & Configuration

Optimal Settings

For the best experience with our service:

  • 1. Use the recommended server based on your location
  • 2. Select the "Auto" protocol option for optimal performance
  • 3. Enable the kill switch to protect against connection drops
  • 4. Use split tunneling for bandwidth-intensive applications

Common Questions

Why is my connection speed slower?

Connection speed can be affected by server load, distance, and your base internet speed. Try connecting to a server closer to your location.

How do I fix DNS leaks?

Enable the "DNS Leak Protection" feature in the application settings to ensure all DNS requests go through our secure servers.

How many devices can I use simultaneously?

The number of simultaneous connections depends on your subscription plan. Check your account dashboard for details.