VPN won't connect or sites don't load

What to check, step by step, when the VPN won't connect or is connected but sites don't load — and what to send to support.

Updated November 1, 2026
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If the VPN won't turn on, or it's on but sites don't load, go through these checks in order, reconnecting after each one.

First, the subscription#

An ended subscription doesn't work. Where to see its status:

"Overview" — the status on the subscription card: "Active", "Expiring soon" or "Expired" (if you have other subscriptions, an expired one sits in "Archived subscriptions"). "Not connected" means the subscription is active but no device is connected to it. For Premium, what's left is shown in the "Traffic" tile.

  • The subscription has expired — renew it. Within 7 days of ending it renews with the same link, so there's nothing to set up again. A trial can't be renewed — once it's over, choose a plan.

  • Premium is out of traffic — see Out of traffic.

  • A new device won't connect — all slots may be taken: Device limit exceeded.

If the subscription is active#

  1. Update the app and refresh the subscription. Install the latest version of your app, then refresh the subscription in it — the location list changes from time to time. In the ResetVPN app, when "Update available" appears, tap "Update" to install the new version, and refresh the subscription with the "Refresh subscription" icon next to "Locations"; other apps have their own refresh button.

  2. Pick another location. Try two or three different ones.

  3. Reconnect. Turn the VPN off and on, restart the app, then the device if needed.

  4. Close other VPNs and proxies. VPN apps running at the same time interfere with each other.

  5. Check the date and time. Turn on automatic date and time on the device.

  6. Try a different network. If everything works there, see Works on one network but not another.

  7. Add the subscription again. Remove it from the app and add it back with the same link from the subscription card. If it won't add, see Subscription won't add to the app.

ResetVPN app. "Settings" → "Connection check" finds where the traffic gets lost in about a minute and suggests what to do. Turn the VPN on before running it.

Still not working#

Message support:

The "Support" section. Add a screenshot with the "Attach" button.

Include in your message:

  • your device, operating system and the app you connect with;

  • the location that has the problem;

  • what exactly happens, with a screenshot of the error.

Was this article helpful?

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  • Device limit exceededWhat the device limit error means, how to disconnect an old device (3 removals per 72 hours) and how to raise the limit.
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