Troubleshooting Guide

A guide to solving the most common VPN connection issues.

Connection Questions

What is the key format?
Key format: https://panel.dmevent.de/sub/

Can I get the key in a different format?
Yes, you can obtain the key in ss:// and vless:// formats. To do so, simply open the link you received after purchase in your browser — a page will display the key in various formats.
However, to use the key, you still need to activate it via the applications recommended in the instructions for your device.

I can’t connect to the VPN via mobile data and I don’t want to change the protocol. What should I do?
In this case, you need to either switch to Wi-Fi or consider changing the protocol. Refunds are not available if the key works over Wi-Fi but not on mobile networks.

I didn’t receive the bonus month for leaving a review
Please contact support. We’ll verify your request and, if necessary, reapply the bonus.

Why doesn’t your VPN work on mobile networks, while free ones do?
Some mobile carriers block traffic from certain VPN protocols. We use multiple providers, but not all work with every mobile network. In such cases, we recommend using the Vless protocol. Free VPNs may work, but their security and stability are not guaranteed — the choice is yours.

Connection Issues

VPN does not connect

Possible causes and solutions:

Internet connection issues

- Check if the internet works without the VPN - Restart your router and modem - Check all cable connections

Firewall or antivirus blocking

- Add the VPN app to firewall exceptions - Temporarily disable antivirus to test - Review Windows Defender settings

Website Access Issues

Websites won’t load through VPN

Common cases:

Banking websites

- Cause: VPN traffic may be blocked for security reasons - Solution: Temporarily disable the VPN, use split tunneling, or add the site to exceptions

Government and public service websites

- Cause: Access may be restricted on our end to prevent abuse or due to geo-restrictions - Solution: Disable the VPN when accessing these sites

Windows

Error "TAP adapter not found"
Solution:

Reinstall the VPN application
Run it as Administrator
Install the TAP driver manually

macOS

Permission issues
Solution:

Go to System Settings → Security
Allow the VPN app to access the network
Add the VPN to the list of trusted apps

Certificate errors
Solution: Reinstall the VPN application

Android

VPN doesn’t work over mobile networks

Cause: Blocked by your mobile carrier

Solution: Switch to Wi-Fi or change the protocol to Vless

Conflicts with other VPNs
Solution:

Remove other VPN apps
Clear VPN settings in the system
Restart your device

iOS

VPN disconnects when the screen is locked
Solution:

Go to Settings → General → Background App Refresh
Enable refresh for the VPN app
Go to Settings → Screen Time → Always Allowed

Speed Test

Recommended services:

DNS Leak Test

Use the following services to check for DNS leaks:

When to Contact Support

Contact support if:

The problem cannot be resolved using the provided methods
You are encountering errors not described in this guide

Please prepare the following information:

Brief description of the issue
Operating system in use
Name of the VPN application
Any error logs (if available)
Screenshots showing the issue

For personalized assistance, please contact customer support.