Before troubleshooting, please make sure:
- You are connected to the internet via Wi-Fi or mobile data network
- You are signed in to your Elite account
- Sign out from your Elite account
- Sign in using your Elite 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 few seconds then reconnect (This will allow the app to look for the best server to help you connect)
If you are having issues connecting to specific Virtual Location while signed in and 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.