Troubleshooting
Step-by-step fixes written by the FortisVPN team for connection drops, sign-in and billing problems, and app issues on Windows, Android, and TV devices. Search below or browse by topic.
Connection issues
The app will not connect, drops out, or is slower than it should be.
FortisVPN will not connect or is stuck on "Connecting"Six quick checks, in order. Most people are connected again after the first two.Connected to the VPN but no internetFortis says you are connected, but websites will not open. Try these in order.The VPN keeps disconnectingShort drops are often caused by weak Wi-Fi or battery saving.Slow speeds while connectedA small slowdown is normal. A large one usually has a simple cause.No internet after disconnecting from the VPNOn Windows this is usually the kill switch keeping you safe.VPN blocked on this network (work, school, hotel, country)Some Wi-Fi networks block VPNs. Changing the protocol usually gets through.
Account & subscription
Sign-in problems, device limits, payments, renewals, and refunds.
Can't sign in to the FortisVPN appUsually a typing mistake or a forgotten password.Too many devices on my accountOne account works on 10 devices at a time. Sign out one you no longer use.Subscription expired or free trial endedFortis will not connect until you renew.Payment failed or "your order is not complete"Your card was declined or the order did not finish.Cancel your subscription or request a refundCancel any time. Your first purchase is covered for 30 days.Delete your FortisVPN accountRemove your account and personal details. You have 30 days to change your mind.
Windows
Installer errors, missing VPN adapters, firewall and antivirus conflicts.
FortisVPN for Windows will not installThe installer is blocked, asks for permission, or stops half way.VPN adapter missing or "driver not installed" on WindowsFortis says the network adapter is missing. Here is how to put it back.No internet on Windows after uninstalling or updating FortisUsually fixed by a restart or by the kill switch setting.Antivirus or firewall is blocking FortisVPN on WindowsAllow Fortis in your antivirus or firewall.
Android
Permissions, battery optimisation, and conflicts with other VPN apps.
Fortis on Android won't connect or stops in the backgroundUsually Android battery saving or the VPN permission.Another VPN or "Always-on VPN" is interfering on AndroidOnly one VPN can run at a time. Turn the other one off."Your device does not support VPN applications" on AndroidAndroid is blocking VPN apps on this device. Here is what to check.
Android TV, Google TV & Fire TV
Installing and connecting FortisVPN on your TV or streaming stick.
Install and connect FortisVPN on Android TV or Google TVFrom the Play Store to your first connection, plus fixes when it will not connect.Install and connect FortisVPN on Fire TV and Fire TV StickSetup from the Amazon Appstore and fixes for common connection problems.Streaming app buffers or is blocked while the VPN is on (TV)Get smooth playback on Android TV, Google TV, and Fire TV.
Streaming & browsing
Services that detect the VPN, CAPTCHAs, and sites showing the wrong location.
Streaming service shows a VPN or proxy error"You seem to be using a VPN or proxy" and what to do about it.Google shows CAPTCHAs, or sites show the wrong locationWhy Google asks if you are a robot, and how to see it less.Some websites will not load or load slowly while connectedBanks and some other websites block VPNs. Here is what to do.
Privacy & app features
Leak tests, kill switch, and split tunnelling.
Still need help?
Our team is available 24/7. Tell us your device, app version, and the location you tried.
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