A site or app won't open with VPN on

One site or app fails with the VPN on while everything else works: switch locations, clear the cache, test without the VPN, check app rules.

Updated November 1, 2026
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If one site or app won't open with the VPN on while everything else works, the VPN itself is connected. The cause is how that site works with the location you picked, or a setting on your device.

What to check#

  1. Switch locations. A site may behave differently depending on the country. Pick another location and open it again.

  2. Open the site fresh. Clear that site's cache and cookies in your browser, or open it in a private (incognito) window. If the site remembered your previous country, sign out of it and sign back in.

  3. Test without the VPN. Turn the VPN off and open the site. If it doesn't open without the VPN either, the problem is on the site's or app's side — try again later.

  4. Check the rules in the ResetVPN app. Details below. In other VPN apps, look for a similar setting — which sites and apps go around the VPN.

Rules in the ResetVPN app#

In "By rules" mode a site can go around the VPN — if it ended up in a category set to "Direct", or if "Everything else" is set to "Direct" — or not open at all if its category is set to "Block" (for example, from the "Ads & trackers" ready-made set).

  • To check, switch to "All via VPN" on the "Connection" tab. If the site opens, the rules are the cause: go to "Settings" → "Routing rules" and remove the site from the category or change the category's mode. If "Everything else" is set to "Direct", add the site to a category set to "Through VPN".

  • It can also be the other way round: an app stops working when its traffic goes through the VPN (banking apps sometimes do this). Add it to a category set to "Direct", or install a matching set from "Ready-made sets".

Still not working#

Message support — the "Support" section on the website, in the Mini App and in the ResetVPN app, or the support bot @ResetVPNsupport_bot. Tell us:

  • the site address or the app name;

  • which locations you tried and whether the site opens without the VPN;

  • your device and VPN app;

  • a screenshot of the error, if there is one.

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