If you're seeing a "Something is wrong: Try turning your VPN off" error when trying to log in to Roots, and you've already confirmed your VPN is turned off, this is usually related to your internet connection or network settings.
Why this happens
This error can occur when:
Your internet provider has specific network restrictions
Your network has firewall or security settings that block certain connections
There's a temporary connectivity issue between your network and Roots' servers
Solution: Try a different internet connection
The most reliable fix is switching to a different internet provider or network:
Option 1: Switch to mobile data
Turn off Wi-Fi on your device
Use your cellular data instead
Try logging in again
Option 2: Try a different Wi-Fi network
Connect to a different Wi-Fi network (home, work, café, friend's house, etc.)
Try logging in again
Option 3: Use a mobile hotspot
If you have another device, create a mobile hotspot
Connect your phone to that hotspot
Try logging in again
Once you're logged in
After successfully logging in using a different network, you can usually switch back to your original internet connection and continue using Roots normally. The login process is what needs the alternative connection.
Still having trouble?
Tap on the chat bubble below and reach out to us with the exact error message you're seeing. We'll work with you to get this sorted out.