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Troubleshooting Guide

A guide to solving the most common problems with a VPN connection.

Connection Questions

What is the key format? — The key format is ss://

Can I get the key in a different format? — No, changing to a different format is not possible. Before buying, carefully read the product description. If you need a different format, purchase the appropriate product. This information is always in the description.

I can't connect to the VPN from mobile internet and I don't want to change the protocol, what should I do? — In this case, you either have to switch to Wi-Fi, or still change the protocol. There are no refunds in cases where the key only works on mobile internet.

Didn't receive a bonus month for a review — Write to support, we will check and credit it again if necessary.

Why doesn't your VPN work on mobile, but free ones do? — The inability to work on mobile internet is individual. We use several providers, but some operators block them. Switching to the Vless protocol may help. Free VPNs may work, but no one guarantees their security and stability. The choice is yours.

Connection Problems

VPN does not connect

Possible causes and solutions:

  • Internet problems
- Check if the internet works without a VPN - Restart your router and modem - Check cable connections
  • Firewall blocking
- Add the VPN application to the firewall exceptions - Temporarily disable the antivirus to check - Check Windows Defender settings

Problems with individual sites

Sites do not open via VPN

Common cases:

  • Banking sites
- Reason: VPN traffic is blocked for security - Solution: temporarily disable the VPN
  • Government services and government sites
- Reason: limited on our side to prevent attacks and access to government sites of other countries - Solution: disable the VPN

Windows

  • Error "TAP adapter not found"
- Solution: 1. Reinstall the VPN application 2. Run as administrator 3. Install the TAP driver manually

macOS

  • Permission problems
- Solution: 1. System Preferences → Security 2. Allow the application network access 3. Add the VPN to trusted applications
  • Certificate errors
- Solution: reinstall the application

Android

  • VPN does not work on mobile networks
- Reason: operator blocking - Solution: switch to Wi-Fi
  • Conflict with other VPNs
- Solution: 1. Uninstall/disable other VPN applications 2. Clear VPN settings in the system 3. Reboot the device

iOS

  • VPN disconnects when the screen is locked
- Solution: 1. Settings → General → Background App Refresh 2. Enable refresh for the VPN application 3. Settings → Screen Time → Always Allowed

Speed ​​check

Recommended services:
  • speedtest.net
  • fast.com
  • testmy.net

DNS leak check

  • dnsleaktest.com
  • ipleak.net
  • browserleaks.com

When to contact support

Contact support if:

  • The problem is not solved by standard methods
  • Errors occur that are not described in the documentation

Prepare for contact:

  • Problem Description

  • Operating system

  • VPN application name

  • Error logs (if any)

  • Screenshots of the problem

For personal assistance, please contact support.