Works on one network but not another

The VPN works on, say, your home Wi-Fi but won't connect or load sites on another network — what to try, in order.

Updated November 1, 2026
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If the VPN works on one network (your home Wi-Fi, for example) but won't connect or load sites on another, your subscription is fine — it's about the connection on that network. Try the following in order.

What to check#

  1. Update the app and refresh the subscription. Install the latest version of your app and refresh the subscription in it — the list of locations changes from time to time. In the ResetVPN app, tap "Update" when "Update available" appears, and the "Refresh subscription" icon next to the "Locations" heading.

  2. Switch locations. Try several different locations, not just one or two: on a particular network some of them may not connect.

  3. Reconnect after changing networks. Turn the VPN off, wait until the device has joined the new network, then turn the VPN back on. If that doesn't help, restart the app.

  4. Compare with another network. Check the same location on a network where the VPN works. That shows which network and which locations have the problem — useful for support.

  5. Try the Premium plan. More below.

The Premium plan#

Premium offers several connection protocols, any number of devices and high speed, and you pay only for the traffic you use, with no expiry date. On some networks this helps, but we can't guarantee Premium will work on yours — a small traffic pack is enough to find out. Premium is not part of the free trial.

Where to get it:

"Overview" → "Buy subscription" (or "New subscription" if you already have one) → "Premium".

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:

  • which network the VPN works on and which it doesn't (for example, "works on my home Wi-Fi, not at a friend's place");

  • which locations you tried;

  • your device and the app you connect with.

Was this article helpful?

  • VPN won't connect or sites don't loadWhat 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.
  • Plans: VPN, Premium and RouterHow the "VPN", "Premium" and "Router" plans differ, where to see prices, and whether you can have several subscriptions.
  • Slow speed over VPNWhat to do when everything is slow over the VPN: pick a location with lower latency, compare speed without the VPN, reconnect, switch networks.
  • How to test ping and pick a locationThe Ping section on the website and in the Mini App: how to run the test, what the numbers mean and how to pick the fastest location.