The VPN is on and the site still won't open

A familiar situation: the app says “Connected”, and the site you need still won't open or the video keeps spinning. It usually gets fixed in a couple of minutes — let's go step by step, starting with the simplest.

Updated 30 July 2026

First — stay calm

Almost always “the VPN doesn't work” means one of three things: the connection has hung, the device has just changed network, or the problem isn't the VPN at all but one particular site. None of those needs a reinstall or a call to a technician.

The main rule: before changing or deleting anything, turn the VPN off and check whether the internet works at all. If nothing opens without the VPN either, it is the connection or the Wi-Fi, and no app setting will cure that.

Check step by step — the first two usually do it

Reconnect. In the app press “Disconnect”, wait a couple of seconds and press “Connect” again. That resolves most hangs.
Check the internet without the VPN. Switch the connection off and open any site. If nothing opens, it is a connectivity question: switch from Wi-Fi to mobile data or the other way round.
Restart the device. A boring step that honestly works: it clears stuck network connections you can't see from the outside.
Check that the period is paid for. Open your account: if the days have run out, the app will connect but no traffic will go through the protected connection.
Update the app. An old version sometimes stops understanding new connection settings — the update installs over it, no need to sign in again.

Common situations and what is behind them

“Connected”, but nothing loads. Most often the device switched between Wi-Fi and mobile data and the connection stayed hanging in the old network. Reconnecting in the app helps.

Everything works except one site. Check it without the VPN and in a private window. If the site doesn't open either way, the problem is on its side and has nothing to do with the VPN.

It stopped working after a phone update. The system reset the VPN connection permission. Press “Connect” and allow the connection to be created when the phone asks.

It disconnects by itself after a few minutes. Usually that is battery saving: the phone unloads the app from memory. In the battery settings allow the app to run in the background without restrictions.

Video still stalls. Then it may not be the connection but the service itself — check whether the video is stuck at low quality only in one app or everywhere.

What not to do

don't change network or DNS settings by hand — everything is already configured in the app, and manual edits break more often than they fix;
don't install several VPN apps at once — they interfere with each other and none of them works;
don't delete the app at the first error: reinstalling is almost never the reason things start working, but it does force you to sign in again.

If nothing helped

Write to us — we answer every day, as humans, not with templates. To get it solved from the first message, say straight away: which device (phone or computer and which system), what exactly won't open, and whether the internet works with the VPN off. That is usually enough to settle it in a couple of messages.

Frequently asked questions

The app says “Connected” but there is no internet. What now?

First switch the connection off and on again in the app — that fixes most cases. If it doesn't help, turn the VPN off, check whether the internet works at all (open any site), and turn it back on. Often the reason is that the phone has just switched between Wi-Fi and mobile data.

Why did the VPN disconnect after I restarted my phone?

That is normal: after a restart the system asks again whether the app may manage the connection. Open the app and press “Connect” once more. If your phone aggressively unloads apps from memory, allow the app to run in the background in the battery settings.

The VPN stopped working after a phone update

A system update sometimes resets the VPN connection permission. Open the app, press “Connect” and allow the system to create the connection when it asks. If the dialog doesn't appear, reinstall the app — your account data isn't lost, signing in by e-mail restores access.

One site won't open while everything else works

Then it is almost certainly not the VPN but the site itself or saved browser data. Try opening it in a private window or another browser, and clear the cache. If the site doesn't work without the VPN either, the problem is on its side.

Should I reinstall the app?

That is the last step, not the first. Start with reconnecting, checking the internet without the VPN, and restarting the device. Reinstalling rarely helps and requires signing in again, so it only makes sense when nothing else worked.

Where do I write if nothing helped?

Write to our support — a real person answers, every day. It helps to say straight away which device you have, what exactly won't open, and whether the internet works with the VPN off: that way we get to the answer faster.