Check the basics
Make sure the internet works without the connection, your subscription has not expired and your daily allowance is not exhausted. Update the subscription list in your app.
If you have imported several old profiles, check which one is active. After regenerating a key, you need to add the updated settings.
- Compare Wi-Fi and mobile data if both are available.
- Try Germany or the Netherlands individually, then ACN.
- For a gaming option, check Hysteria 2 support and UDP availability.
- Restart the connection after changing the profile.
Why websites show different IP addresses
Some services may follow special routing rules. Apps, the browser and the operating system may also use different network paths. A country label and the IP address itself are not the same thing.
Compare the exact address with the connection on and off using several websites. On iPhone, check your profile and the client's network capture settings. Do not change everything at once: it makes the cause harder to identify.
What to tell support
Include your device and OS, app and version, network (Wi-Fi or mobile), location name, test time and full error message. Mention whether other options work.
The client's HTTP ping is not the same as game latency. TLS errors, timeouts and connections with no traffic need different checks — the exact text helps us diagnose the issue. Do not send your private subscription link to public chats.
Need help with your setup?
Open a support request in your account or contact our team.