App forces me to reinstall profile


If the app prompts you to reinstall profile whenever you connect\disconnect VPN or whenever you change virtual locations, please make sure you have all of the following:

  • You are connected to the internet via Wi-Fi or mobile data network
  • A 3rd party app is not interfering with your internet settings. For example, a firewall with strict settings or another VPN app is installed.

Once the above have all been verified, please try the troubleshooting steps below:

  1. Delete app completely
    • Press and hold the app's icon until it starts shaking
    • Click on the "x" to remove it
  2. From device Settings > General > Profile and delete all remaining profile (If any)
  3. Reinstall the app from iTunes and follow the steps to complete profile installation
  4. Connect VPN
  5. Sign in to your account using your credentials
  6. Connect and Change Virtual Locations, then surf the internet

If the issue persists, let us know so we can further investigate by tapping the menu icon at the top left of the application  then tap Profile/Installation followed by Other issue, once you are there, provide us with a description of the issue and screenshot if you are getting any error or anything that may help us to determine what the issue is.

 

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