If you encounter an error message or any other problem while attempting to connect to PureVPN's servers, you can attempt these solutions to resolve issues related to your connectivity or general functionality.
Unable to connect to PureVPN service
By following a few simple steps, it is possible to resolve this specific issue. However, it is important to note that certain work or home networks may impose specific restrictions that can potentially hinder the VPN connection..
Possible solutions:
Change the location
Change the connection protocol
Update or reinstall the application
Change the location
If you encounter difficulties while attempting to establish a connection to our servers in a particular location, we recommend trying to connect to a server in a different location. For instance, if you are experiencing issues connecting to our servers in the United States, consider connecting to a server in Canada or any other country as an alternative solution.
It's also possible that you're unable to connect to one particular server because it could be experiencing some issues. If so, please let our 24/7 customer support team know about the location you are struggling to connect to, and our team will begin their investigation.
Change the connection protocol
The performance and stability of your connection can be influenced by the type of VPN protocol you choose. It is crucial to select the appropriate protocol when connecting to a VPN server. PureVPN suggests utilizing the automatic protocol, as it will automatically determine the most suitable connection setting for you. However, if the Automatic protocol option does not work, you can switch between different protocols as an alternative approach.
Wondering how to switch between protocols? Follow the instructions below 👇
Tap Hamburger icon (≡) from the top left.
Tap Settings.
Tap Advanced tab.
Tap Connection Protocol.
Toggle Automatic protocol selection to change your protocol selection.
A warning will appear, click Yes to continue.
Choose your desired protocol from the list.
Test all the available protocols (one by one).
Update or reinstall the application
If you are encountering difficulties in establishing a connection, it could be due to using an outdated version of the PureVPN application. If you have already confirmed that you are using the latest released version, consider performing a complete reinstallation of the application.
My Internet speed is too slow with PureVPN service
It is important to note that when using a VPN, a certain degree of speed loss (approximately 30%) is normal. However, if you have noticed a greater decrease in your connection speed, you can attempt the following adjustments.
Possible solutions:
Try the recommended server option
Change the connection protocol
Sort the servers using ping
Try the recommended server option (for shared IP VPN users)
Wondering what is the recommended server?
Well, the recommended server will automatically connect you to a country/ server proposed by our smart algorithm (based on geographical distance). Read more about how our smart algorithms work.
How to get connected with the recommended location/server? Follow the instructions below 👇
Tap the Connect icon at the centre and the app will connect you to the fastest VPN server available.
Change the connection protocol
VPN protocol type affects the performance and stability of your connection. Be sure to select the correct protocol when connecting to a VPN server. PureVPN recommends the automatic protocol as it will pick up the most appropriate connection setting for you. But in case the Automatic protocol option does not work for you then you may proceed to switch between different protocols.
Wondering how to switch between protocols? Follow the instructions below 👇
Tap Hamburger icon (≡) from the top left.
Tap Settings.
Tap Advanced tab.
Tap Connection Protocol.
Toggle Automatic protocol selection to change your protocol selection.
A warning will appear, click Yes to continue.
Choose IKEV (for dedicated IP VPN users) or WireGuard (for shared IP VPN users) and test the speed again.
Sort the servers using ping (for shared IP VPN users)
Ping is a computer network administration software utility used to test the reachability of a host on an Internet Protocol. Ping can be used to test the reachability of a host on an IP address.
To be able to see the Ping values on locations please follow the instructions below 👇
Tap Hamburger icon (≡) from the top left.
Tap Shared Locations.
To sort by ping, pull down on the location tab.
Tap the sorting icon and tap ping.
Once done you will be able to see the ping values beside the locations.
Connect with the lowest ping (ms) server location and test the speed again.
Unable to login to PureVPN service
Possible solution:
Reset your password
Please use your PureVPN registered email address to login, along with the password you set up during account creation. If you're having trouble logging in, please reset your password by going to the login screen of the PureVPN application and clicking on the Forgot your password link under the password field. You will receive an email with instructions on how to reset your password. Follow the instructions in the email to reset your password.
VPN keeps disconnecting
In this guide, you will learn how to troubleshoot issues that cause VPN to disconnect on your Android device. Eg: The app disconnects immediately or some time after being connected.
Possible solutions:
Change the location
Change the connection protocol
Disable your mobile device’s Wi-Fi settings
Change the location
Please try connecting to another server in a different location. If you're no longer experiencing disconnection after connecting to a different VPN server location, then please let our 24/7 customer support team know about the location you are struggling to connect to, and our team will begin their investigation.
Change the connection protocol
VPN protocol type affects the performance and stability of your connection. Be sure to select the correct protocol when connecting to a VPN server. PureVPN recommends the automatic protocol as it will pick up the most appropriate connection setting for you. But in case the Automatic protocol option does not work for you then you may proceed to switch between different protocols.
Wondering how to switch between protocols? Follow the instructions below 👇
Tap Hamburger icon (≡) from the top left.
Tap Settings.
Tap Advanced tab.
Tap Connection Protocol.
Toggle Automatic protocol selection to change your protocol selection.
A warning will appear, click Yes to continue.
Choose your desired protocol from the list.
Test all the available protocols (one by one).
Disable your mobile device’s Wi-Fi settings
Some mobile devices automatically switch to use data when an unstable Wi-Fi network is detected, which can result in your VPN connection dropping. To fix this, try disabling any network-switching settings on your mobile device.
Wondering how to disable Wi-Fi Assist on iOS, follow the instructions below 👇
Go to Settings > Cellular or Mobile Data.
Toggle Wi-Fi Assist off.
Unable to Stream
Please note that if the website requires a paid subscription, then you must have a valid subscription to access the website.
In this guide, you will learn how to troubleshoot issues that cause VPN to stream Netflix, Hulu, Amazon, Disney+, ESPN, Hotstar, HBO Max and others desired content on your iOS device.
Possible solutions:
Try to connect via Streaming shortcut.
Try to select the different city of the same country in the PureVPN application.
Try and clear browsers cache and cookies of the browser or the app of the respective streaming service.
Connect via Streaming shortcut:
Tap Hamburger icon (≡) from the top left.
Tap Locations 🌐
Tap + icon to add a Shortcut.
Look for your desired streaming channel and add it.
(If your desired shortcut is not available there, you can add shortcut, click here how).You'll be asked to select location. As Netflix is a regional based content so you can choose different locations that is supported by PureVPN.
PureVPN will by default suggest a name for the shortcut. If you would like to change it you can certainly change it and rename it.
Once done tap Add Shortcut.
To connect, you may simply tap the newly created shortcut and it will start connecting.
You are now connected to the desired shortcut.
Select the different city of the same country in the PureVPN application:
Tap Hamburger icon (≡) from the top left.
Tap Locations 🌐
Tap the Arrow icon provided besides locations and a list of cities will be displayed.
Tap your desired city to connect.
You are now Connected to your desired city.
Clear browsers cache and cookies:
To clear your browser cache, you can refer to the specific instructions provided in our support article related to your particular browser.
Note: If you have any other questions or are experiencing any issues, please don't hesitate to contact our 24/7 customer support team either via live chat or email at help@purevpn.com. We're always happy to help!