Can't Connect to a Virtual Location

If you cannot connect to a virtual location, turn off Hotspot Shield and access your favorite site in your browser to verify that you have an Internet connection.

Check if you’re signed into your Premium account. To do this, open the app, select the 3 horizontal lines near the top left corner of the screen, and go to “Account.”


If the above has been verified, please follow these troubleshooting steps:

  1. Change the virtual location to check if this issue is with one virtual location or all virtual locations
  2. Disconnect Hotspot Shield for a few seconds then reconnect (This will allow Hotspot Shield to look for the best server to help you connect)

If after following the previous steps you are still having issues connecting to a specific virtual Location while signed in, and you are able to connect to other virtual locations, please contact our support by filling out this form and provide us with:

  • The IP address of the virtual location that is not working


  • Description of the problem
  • Your location


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