If you cannot connect to a Virtual Location, first please make sure you are connected to the Internet and that you are signed in to your Premium account.
If the above has been verified, please follow these troubleshooting steps:
- Sign out from your Premium account
- Sign in using your Premium username and password
- Connect and change Virtual Locations to check if this issue is with one virtual location or all virtual locations
- 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 a description of the issue and screenshot of the error.