When your VPN is not working

1. Open the setup wizard labelled “Установить и настроить” on the correct subscription card in your account. Choose your platform and check that you have installed an app offered by the wizard.
2. Return to the wizard and repeat the import into your chosen app using the platform guide below. Installing an app does not add your subscription automatically.
3. If automatic import fails, follow the manual import method in your platform guide. Retrieve the link from your own account, not from someone else’s message.

The subscription appears but there are no servers? Continue with the next symptom. If import shows an error, note its text without including your personal link.

1. Check that you actually added the correct subscription, rather than only installing the app. If there is no profile, return to the import steps.
2. Make sure the correct subscription is available in your account, then refresh it in the app. In FlClashX: “Профили” (Profiles) → the three dots on the card → “Обновление” (Update). For other apps, use the platform guide.
3. Rows of zeros or an “App not supported” message? Check your app against the wizard and update it using the guide. Before importing again, make sure you can retrieve the correct subscription from your account.

Check whether servers appear after the refresh. Still empty? Tell support your app name and version and what happened when you refreshed it.

1. Review the first connection step in your platform guide: the system request to add a VPN must be approved, and the app must stay running.
2. Check that you can access the correct subscription in your account, refresh it in the app and try connecting again. On a computer, you can try another listed country, as described in the Windows guide.
3. Check whether another VPN app is running at the same time or security software reports a block. Keep security protection enabled; the warning text will help support investigate.

If the error repeats, note its text and the time. Keep the profile unless you can restore it from your own account.

1. Check the scope: does one website fail, or several? Note the affected domain without personal links, query parameters or sign-in information.
2. Check the mode against your platform guide: FlClashX uses “Правила” (Rules). Also check whether another VPN is running at the same time.
3. If you can access the correct subscription in your account, refresh the profile and reconnect using the guide. In RabbitHole on iPhone, refresh is on the subscription card. Only import again once you know you can retrieve your subscription.

If other websites work, tell support the affected domain and selected country. A “connected” status alone does not confirm access to every website.

1. Note where it fails: home Wi-Fi or mobile data, and which step fails — importing, connecting or opening a website.
2. If you have already tried another available network on the same device, compare the result using the same app, country and website. Mention any conditions that differed.
3. Send the comparison to support. Avoid resetting network settings or disabling security at random: a difference between networks helps narrow the investigation but does not establish the cause.

A useful report: “On home Wi-Fi the VPN connects, but this domain will not open. On mobile data it opens on the same device. Checked at …”.