What to do if the VPN does not connect
Start with the simple checks below. They can help separate subscription or profile issues from device failure and network limitations. To diagnose, you do not need to re-pay for access or publish a personal connection link.
1. Does the Internet work without a VPN?
Turn off the VPN and open a regular accessible website. If there is no internet, first restore your Wi-Fi or mobile connection. On a public network, you may need to log in through the operator's page.
If the Internet is working, turn on the VPN and remember the exact result: the client does not connect, the connection appears without access to sites, or only one application does not work. These are different cases.
2. Is the subscription active in the desired account?
Open MONO cabinet and check the access period. If payment has been made, but access is not visible, make sure you log in using the same linked method. Telegram, mail, Google and Apple open one account only with appropriate linking.
Don't pay again just for the sake of verification. If the payment is not displayed, contact support with the date and payment ID; do not send card details. For trial access, you need to select “3 days” and click “Continue for free”: opening a bot or account does not automatically activate it.
3. Is the profile suitable for the client?
- Get an up-to-date profile in your account. An old saved link or manually rewritten settings may differ from the current ones.
- Check the protocol: NaiveProxy and SSTP require appropriate clients. Instructions are available for iPhone, Android, Windows and macOS.
- On iPhone, when using NaiveProxy, check the sing-box MT with the instructions. Multiple installed clients can intercept the same import link; in this case, open the desired application and import according to the instructions.
- After import, select the new profile and enable it. The mere presence of a profile in the list does not mean an active connection.
4. Check the device and other network
- Allow VPN connection in system prompt. Make sure your device is set to the correct date and time.
- Disconnect the other VPN connection before checking. If you have multiple VPN apps, they may interfere with each other.
- Compare Wi-Fi and mobile Internet. If the same profile only works on one network, please report this to support.
- If only one application is not working, check the client's traffic separation rules and its own proxy settings.
5. Try the second protocol
In MONO VPN NaiveProxy and SSTP are included in one subscription. For a new SSTP connection, first confirm the creation of a profile in your account. Then open the instructions for SSTP, get its settings and use the appropriate client.
Switching does not require a second subscription, but does not guarantee that all restrictions will be bypassed: both options are network dependent. About the structure of protocols - on the pages NaiveProxy and SSTP and NaiveProxy connection.
6. What data to send to support
Write to @monosvpn_support_bot or on support@monovpn.app. To quickly find the reason, attach:
- device model, operating system version, client name and version;
- protocol, error time and time zone;
- type of network and operator, result of checking another network;
- exact error text or screenshot with private personal data;
- a short list of steps already completed and an indication of what exactly is not opening.
Do not send password, login code, full subscription link, profile QR code or keyed configuration. Please close these values before uploading a screenshot or log.