Why can't I connect to the Internet when VPN is on?

Issue: I can't connect to the internet after I turn on Hotspot Shield on my iPad, iPhone, or iOS device.

Before troubleshooting, please make sure:

  • You are connected to the internet via WiFi or mobile data network
  • Your device is not jailbroken
  • To isolate the cause, temporarily disable any 3rd party app that may interfere with your connection. For example, a firewall with strict settings, or another VPN application or an antivirus.
  • You are running iOS 10 or above
  1. Delete app completely
    • Tap and hold the Hotspot Shield icon until it wiggles or until the Delete App option appears
    • Tap the X or tap on Delete App to delete the app
  2. From device Settings > General > VPN and delete all remaining profiles (If any)
  3. Reinstall the app from iTunes and follow the steps to complete profile installation
  4. Connect VPN

If the steps above didn't solve the issue, please contact our support by filling out this form