It says my username or password is incorrect, or error message “Invalid email” — Hotspot Shield VPN for Windows

If you already have an account and still getting the “Invalid email” error message for Hotspot Shield VPN for Windows, contact our support team and let us know if you’re located in any of the following countries: China, Iran, Oman, Pakistan, Qatar, Saudi Arabia, or UAE. 

If you’re not located in any of the countries listed above, follow the troubleshooting instructions below.

If you’re seeing the “Invalid email” error message when you try to sign in, or you might not have set up your account, you might not be connected to the internet, or you might be entering the wrong username and/or password.

1. Create a Hotspot Shield account

  1. At the top-left corner in the app, click the hamburger menu Hamburger.png
  2. Click "Sign in" then click "Sign up"
  3. You will be directed to the account creating page in your web browser
  4. Enter your email address and create your password, then click "Create and Account"

2. Restart your computer

When your computer reboots, check that your internet is connected and try logging into your Hotspot Shield account again. If that doesn’t work, you may need to check your network settings or contact your Internet Service Provider (ISP).

 3. Change your password

  1. At the top-left corner in the app, click the hamburger menu Hamburger.png
  2. Click "Forgot password?”
  3. You will be directed to the account creating page in your web browser
  4. Enter your email address, then click "Submit”
  5. Follow the instructions in the email to change your password

Still experiencing an issue?

To access live chat, log in to your Premium account.

Email us 

 

Have more questions? Submit a request