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What should I do if I can't connect to the service?

Updated on: 2016-12-29 16:23:34 UTC

Introduction

In some cases, a variety of factors may block a device from connecting to the SaferVPN service.

Here are the 3 top things to check in cases where you can't connect: 


A. Have you checked your firewall software?

The easiest way to test if it's conflicting with your VPN connection is to disable it and try the connection again.
If this allows you to connect to the VPN, you'll need to setup an exception in order to use the VPN while it's running.
This will vary depending on your firewall software, but you could set an exception for all traffic to the VPN server address.

Don't forget to turn the Firewall back on!

B. Is your router configuration correct?

It is possible that your router isn't configured for L2TP/PPTP VPN Passthrough.
To test this, try connecting your computer directly to your modem device, therefore bypassing the router.

C. Is it an issue with the device itself?

Do you have a second device that you can try the account on? If so try it out. The VPN account will work on any PC, Mac or mobile device with the SaferVPN software.

If these solutions don't solve your issue, please contact us through the support (support@safervpn.com) or via the live chat on the Website.

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