Why can't I connect to a virtual location on my Mac?

Please first verify the following:

  • You are connected to the internet via WiFi or a mobile data network and can access the Internet.
  • You are signed in to your Premium account
  • You have the latest version of the app (some older versions will have trouble connecting to our new servers).


  1. Click the connect button.
  2. Try selecting a different virtual location to see if this issue is with one specific virtual location or all of them.
  3. Disconnect Hotspot Shield for a few seconds, then reconnect. This will allow the app to look for the best server to help you connect.