Before troubleshooting, please make sure:
- Please be sure to temporarily disable any 3rd party application such as an Antivirus program, firewall, or another VPN.
Check if you’re signed in to your Premium account. To do this, open the app, select the 
icon on the left-hand side of the screen and check that you are logged in and it's a premium account.
If the above has been verified, please do the following as a troubleshooting step:
- Please try connecting to another virtual location, or connect to a city-level virtual location like US Denver. Doing this will determine if it is a specific VL or the connection overall. Please write to us if you are still experiencing the issue.
- Please try connecting to another VPN protocol which can be found in the settings of the application. Try testing out different ones such as Hydra, or IPsec.