Why can't I connect from my country? (Mac)

Before troubleshooting, please make sure:

  • You are logged into your premium account. 
    • If you are not sure how to check, click on the gear icon 6_sided_gear_icon.png
    • Select Account
    • Premium should be displayed at the top of the screen.
  • You are connected to the internet 
  • A 3rd party app is not interfering with Internet Settings 'For example, a firewall with strict settings, or another VPN application or antivirus such as Kaspersky or Avast.'
  1. Switch wifi on and off
  2. Try connecting to a different wifi network or directly through LAN cable
  3. Reinstall Hotspot Shield Profile
    • In the Hotspot Shield app, click Settings > Re-install Profile
    • Follow the onscreen instructions to install a new profile
    • In the app, turn VPN ON
  4. Quit App. Open activity monitor and search for "ne". Force quit nesessionsmanager, neagent, nehelper, netunnel. Relaunch HSS app and turn VPN ON

If the steps above don't work and you are located in any of the following countries: Pakistan, Iran, Oman, Qatar, China, UAE, Saudi Arabia, please contact our support by clicking settings > help from app and provide a description of the issue and a screenshot (If applicable)