I am Unable to Connect to PureVPN? What Should I do?

PureVPN is the worlds fastest and the most reliable VPN provider that offers its users complete online privacy and security. In case you are finding it hard to connect PureVPN, this guide will help you out in overcoming this issue.


Use Correct Credentials (Login ID & Password)

Check Protocols

Use SSTP OR OpenVPN

Account Expired

Check 3rd Party Anti-virus/Windows Firewall Settings

Check Your Router Settings

Please use the comment box for your suggestions, feedback or if you found another workaround for the problem. For additional help, please submit support ticket with errors and screen shots (if possible) or contact our 24/7 live chat.

Tags: trouble signing in,can’t connect,can’t login

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  • PureVPN Team

    We are sorry for the inconvenience. Kindly tell us what error you are getting while connecting PureVPN so we may assist you accordingly.

  • PureVPN Team

    Hi,

    We apologize for the inconvenience. Kindly download PureVPN from this link, it should work fine
    https://s3.amazonaws.com/purevpn-dialer-assets/windows/app/purevpn_setup_1.exe

    Feel free to reach out, if you still face any issue!

  • PureVPN Team

    Hi,

    We are sorry for the inconvenience. Kindly Uninstall this app and download again from this link https://s3.amazonaws.com/purevpn-dialer-assets/mac/app/PureVPN.dmg

    It should work flawlessly, feel free to reach out if you still face any issue!

  • PureVPN Team

    We apologize for the inconvenience. Kindly do the following:

    Click Start, right-click My Computer, and then click Manage.
    Double-click Services and Applications, and then double-click Services.
    Right-click Telephony, and then click Properties.
    On the General tab, click Manual next to Startup type.
    On the General tab, click Start under Service status, and then click OK.
    Repeat steps 3 – 5 for the Remote Access Connection Manager service and for the Remote Access Auto Connection Manager service.

    And make sure to open PureVPN app as administrator.

    Hope this helps, feel free to reach out if you still face any issue!

  • PureVPN Team

    We are sorry for the inconvenience. Kindly make sure you are using correct PureVPN ‘Username’ and ‘Password’ as this error only comes when either username or password wrongly entered.

  • PureVPN Team

    We are sorry for the inconvenience. Kindly download the app from this link and run the setup again

    https://s3.amazonaws.com/purevpn-dialer-assets/windows/app/purevpn_setup.exe

    hopefully this would resolve the problem, feel free to reach out if you still face any inconvenience.

  • PureVPN Team

    We are sorry for the inconvenience. Kindly run PureVPN app as administrator then you should not get this error, if problem persists then reinstall app.

    http://billing.purevpn.com/get_started.php

    Let us know if we can assist you further!

  • PureVPN Team

    We are sorry for the inconvenience. Kindly download app from this link it should work fine.

    https://s3.amazonaws.com/purevpn-dialer-assets/windows/app/purevpn_setup.exe

    Let us know if you need further assistance!

  • PureVPN Team

    We are sorry for the inconvenience.

    Kindly connect PureVPN using hostname ukl-router.pointtoserver.com hopefully this should work.
    In case, this does not work then convert this hostname into IP address and connect VPN using server IP address instead of hostname. If you don’t know how to convert hostname to IP address then follow this tutorial
    https://support.purevpn.com/how-to-get-server-ip-or-convert-hostdomain-name-to-ip-address

  • PureVPN Team

    Hi,

    We are sorry for the inconvenience. You are suggested to Uninstall the current app and then reinstall again then you should not face this issue again.

    Feel free to reach out if you still face any problem!

  • PureVPN Team

    Hi,

    We are sorry for the inconvenience. Please uninstall the software, delete folders from program files (x86) / program data, reboot your machine and then download from https://s3.amazonaws.com/dialer_downloads/purevpn_setup.exe and install app again

    This should resolve the issue, let us know if you still face any problem!

  • PureVPN Team

    We are Glad you got it working.

    Thanks!

  • PureVPN Team

    Hi,

    We are sorry for the inconvenience. Kindly change protocol and then check, it should get you connected smoothly.

    If you still face any issue then kindly join us on 24/7 live chat so we may assist you in better way.

  • Farid Ibrahim

    Plz help, i get error 691 when i want to reconnect affter 6 days

    • PureVPN Team

      Hi,

      We are sorry for the inconvenience. Error 691 comes on 2 occasions:

      1- When you use wrong Username and Password ( kindly check your credentials again and do not copy/paste Username or Password, make sure to enter them manually)
      2- When your account is Expired (You can share your Username with us so we can check your account validity)

      Hope this helps, let us know if we can help you further!

      • Farid Ibrahim

        purevpn0s2299259

        • PureVPN Team

          Thanks for sharing the Username, I would like to inform you that this account is Expired that is the reason you are unable to connect PureVPN.

          Let us know if we can help you with anything else!

  • PureVPN Team

    Hi Joe,

    We are sorry for the inconvenience. Kindly download app from this link, it should work fine on Sierra

    https://jumpshare.com/v/NDyCAqCZoINroi75W3A8

    Try this and let us know how it works out!

  • PureVPN Team

    Hi,

    We are sorry for the inconvenience. This error comes when Username or Password is entered incorrectly, kindly make sure you are using correct credentials, PureVPN username looks like this purevpn0s1234567, and kindly do not copy paste Username or Password, enter manually.

    Hope this helps, let us know if you still face this issue.

  • PureVPN Team

    Hi,

    We are sorry for the inconvenience. Kindly download app from this link, it should work fine on Sierra

    https://jumpshare.com/v/NDyCAqCZoINroi75W3A8

    Try this and let us know how it works out!

  • PureVPN Team

    Hi,

    We are sorry for the inconvenience. Kindly join us on 24/7 live chat we will help you get connected.

    Thanks!!

  • PureVPN Team

    Hi,

    We apologies for the inconvenience. Do not worry, we will help you solve this problem, kindly join us on 24/7 live chat so we may guide you step by step.

  • 森田歩

    I can not connect to UK. Actually the software looks working. But this code 172.111.186.87 is for United States. I don’t know why this happens. Please help me.

    • PureVPN Team

      Hi,

      We are sorry for the inconvenience. We would suggest you to connect through dedicated IP mode using these servers: itv.pointtoserver.com, bbctv.pointtoserver.com, ukg.pointtoserver.com

      Hope this would solve your problem, let us know if you still face any issue.

  • QWEASDZXC

    It connects if the protocol settings is in auto but when i change it to UDP it won’t connect and
    theres an error. Im playing dota 2 and protocol of dota 2 is UDP. Please help me 🙁

    • PureVPN Team

      Hi,

      We apologies for the inconvenience. You are requested to uninstall PureVPN software once and make sure to delete PureVPN folder from programs files(86) folder then reinstall it from the below link:

      https://s3.amazonaws.com/purevpn-dialer-assets/windows/app/purevpn_setup.exe

      Hopefully this will solve your issue, if you still face any problem then kindly join us on 24/7 live chat!

  • PureVPN Team

    Hi,

    We apologies for the inconvenience. Kindly do the following:

    Uninstall Purevpn software , reboot your PC and then download and install from this link: https://s3.amazonaws.com/dialer_downloads/purevpn_setup.exe

    Hopefully, issue will be resolved. If you still face this issue then feel free to join us on 24/7 live chat.

  • PureVPN Team

    Hi,

    We apologies for the inconvenience. Kindly follow these steps to resolve this issue:

    Click Start, right-click My Computer, and then click Manage.
    Double-click Services and Applications, and then double-click Services.
    Right-click Telephony, and then click Properties.
    On the General tab, click Manual next to Startup type.
    On the General tab, click Start under Service status, and then click OK.
    Repeat steps 3 – 5 for the Remote Access Connection Manager service and for the Remote Access Auto Connection Manager service.

    Feel free to contact us on 24/7 live chat if you need further assistance!

  • PureVPN Team

    Hi,

    We are sorry for the inconvenience. We would suggest you to reinstall the app, it should fix the issue.

    PureVPN App Download = http://billing.purevpn.com/get_started.php

    If issue persists after reinstalling then kindly join us on 24/7 live chat.

  • PureVPN Team

    Hi,

    We apologies for the inconvenience. You are suggested to uninstall PureVPN app and then reinstall, it will resolve the issue.

    App download link http://billing.purevpn.com/get_started.php

    Feel free to contact us on live chat if you need further assistance!

  • PureVPN Team

    Hi Marco,

    We apologies for the inconvenience. Have you tried switching protocols? if not then please do so, this may solve the problem.

    If issue persists then please join us on live chat, we are available 24/7 for your assistance!

  • PureVPN Team

    Sure, we are always here to assist you, please tell us what issue you are facing with your PureVPN account?

  • PureVPN Team

    Hi Lauro,

    We apologies for the inconvenience. We request you to please join us on on our Skype support, dedicated for our China users and we will help you get connected.

    Skype ID: purevpn.support

    Looking forward to hear from you!

  • alan

    i want to ask that can purevpn connect to unifi ?

    • PureVPN Team

      Hi Alan,

      Thanks for reaching out. PureVPN should work on unifi, it should not be a problem.

      Feel free to contact us if you have further questions!

  • PureVPN Team

    We apologies for the inconvenience.

    Kindly right click on “PureVPN” icon from taskbar and click on “Re- Install OpenVPN” and then run PureVPN as admin.

    This should resolve the issue but if you still face any problem then feel free to join us on 24/7 live chat!

  • PureVPN Team

    Hi Andrew,

    We apologies for the inconvenience. It would not be possible for us to suggest anything here, the best approach in this case would be to join us on 24/7 live chat and we will help you resolve this issue.

    Thanks for understanding!

  • PureVPN Team

    Hi Andreas,

    We apologies for the inconvenience. You are requested to join us on 24/7 live chat through this link and we will help you get connected https://secure.livechatinc.com/licence/4454601/open_chat.cgi?

    Looking forward to hear from you!

  • PureVPN Team

    Hi,

    We really apologies for the inconvenience. Please tell us your purpose of using VPN So, we may suggest you appropriate server addresses.

    Looking forward to hear from you!

  • PureVPN Team

    Hi David,

    I apologies for the inconvenience. I would suggest you to disable the IPV6 and change the DNS to 8.8.8.8 8.8.4.4 then check
    This tutorial will help you disable IPv6 https://support.purevpn.com/how-to-disable-ipv6-on-windows

    Let us know if you still face any issue!

  • PureVPN Team

    Thanks for reaching out to us. You can connect VPN, it should not be a problem.

    Let me know if I can help you with anything else.

    Have a great day!

  • PureVPN Team

    Hi,

    I am sorry your issue is still not resolved. I would suggest you to disable the firewall on the router and change its DNS addresses to 208.67.222.222 and 208.67.220.220
    Alternatively, you can also try SSTP, OpenVPN with EasySSTP / Tunnelblick etc

    Hopefully, these would work, if in case you still face any problem, I would request you to join us on 24/7 live chat so we may assist you in better way.

  • fja Yesudas

    Have the same problem as Danny: I click connect and it immediately says ‘disconnecting’. How do I switch between protocols? Thanks for your help.

    • PureVPN Team

      Hi,

      I am sorry for the inconvenience. You can switch protocols by going to ‘Settings’ from drop down of PureVPN software.

      Feel free to contact us if you still face any issue!

      • fja Yesudas

        Thank you!

        • PureVPN Team

          Your Welcome!

  • danny hearn

    I click connect and it immediately says ‘disconnecting’. Same login credentials, same router/ISP, same mac as worked fine in past.

    • PureVPN Team

      Hi,

      I am sorry for the inconvenience. I would suggest you to switch between protocols and then connect.

      If problem persists then feel free to join us on live chat, we are available 24/7 for your assistance!

  • PureVPN Team

    Hi Fiona,

    I am Glad you got it working.

    Always feel free to contact us if you have any question/suggestion, we will be more than happy to assist you!

  • PureVPN Team

    Hi,

    I am sorry for the inconvenience. I would like to suggest you few things that might work:

    1- Make sure that you are using the correct server address / IP.

    2- PPTP protocols is working / opened by your ISP / Network firewall.

    3- PPTP Pass through is enabled on your router or allowed through your Router / System / 3rd Party Firewall. TCP Port 1723 and GRE Protocol 47 must be opened for PPTP VPN connection

    4- Alternately, you may try other protocols i.e. L2TP, SSTP and OpenVPN

    If you are still unable to get it worked then kindly join us on live chat, we are available here 24/7 for your assistance!

  • PureVPN Team

    Hi,

    I am sorry for the inconvenience. Kindly connect with this server and let us know if it works jp-tk.pointtoserver.com

    Thanks!

  • PureVPN Team

    Hi,

    I am sorry for the inconvenience. I would suggest you to configure PureVPN manually and connect with this server address it-dplay.pointtoserver.com

    Feel free to contact us if you still face any problem!

  • PureVPN Team

    Hi,

    I am sorry for the inconvenience. There are 2 kind of Username and Passwords, one which is used to log in on PureVPN website and other is to connect VPN. Kindly make sure you are using VPN username and password.

    If you still have any question/confusion then kindly join us on 24/7 live chat so we can assist you in better way.

  • PureVPN Team

    Hi,

    I am sorry for the inconvenience. Kindly join us on 24/7 live chat so we can assist you in better way.

    Thanks for understanding!

  • PureVPN Team

    Hi,

    I am sorry for the inconvenience. Kindly join us on 24/7 live chat so we can assist you in better way.

    Thanks!

  • PureVPN Team

    Hi,

    I am sorry for the inconvenience. I would suggest you to try different servers and protocols. You can find complete server list here https://support.purevpn.com/vpn-servers

    Feel free to contact us if you still face any issue!

  • PureVPN Team

    Hi,

    I am sorry for the inconvenience. Can you kindly share the error with us so we can assist you in better way. And you can also try to setup PureVPN manually on your device by following this tutorial https://support.purevpn.com/ios-setup-guide

    I will be waiting for your further response!

  • PureVPN Team

    Hi,

    I am sorry for the inconvenience. Kindly try SSTP and OpenVPN and let me know if it works.

    I will be waiting for your precious response!

  • PureVPN Team

    Hi Diana,

    I really apologies for the inconvenience. We have updated your tickets.

    Let us know if there is anything else we can help you with.

  • PureVPN Team

    Hi Alicia,

    I apologies for the inconvenience. I would suggest you to kindly try switching between different protocols and also switch between different servers and check.

    Let me know if your problem is solved or not!

  • PureVPN Team

    Hi,

    I am extremely sorry for the inconvenience. Can you please join us on 24/7 live chat, so we can assist you in better way.

    Thanks for your patience!

  • PureVPN Team

    Hi,

    I apologies for the inconvenience. Kindly uninstall purevpn client , reboot your PC and then download and install from this link: https://s3.amazonaws.com/dialer_downloads/purevpn_setup.exe

    Let me know if it works out!

  • roberth

    Hey there,
    write to please help me , and that I can not enter my username and password to PureVPN on my pc, the account as is currently disabled. what should I do??

    • PureVPN Team

      Hi,

      I am sorry for the inconvenience. In order to help you Re-enable your account, I need to know your PureVPN username. You can send your username at enquiry@purevpn.com OR you can also join us on 24/7 live chat, so we can help you solve this issue.

      Thanks for understanding.

  • PureVPN Team

    Hi Peter,

    Your Welcome! If you need any help in future, feel free to contact us.

    Have a great day.

  • PureVPN Team

    Hi Dean Rogers,

    I am sorry for the inconvenience. I would be able to help you better, if you could give me more information:
    – Are you using PureVPN new software or old?
    – What error you get when connecting to PureVPN?

    I will be waiting for your precious response.

    • Dean Rogers

      I downloaded it 2 weeks ago from site.it lets me login then when try to connect to country nothing happens

  • PureVPN Team

    Hi Peter,

    I am sorry for the inconvenience. I would suggest you to please uninstall the software and delete PureVPN folder from Program Files (*86) then restart your system and download the software again from this link :
    https://s3.amazonaws.com/dialer_downloads/purevpn_setup.exe
    In case, you are not sure how to uninstall PureVPN then kindly follow this tutorial https://support.purevpn.com/how-to-uninstall-purevpn-app
    Try this and let me know if it works out!

  • PureVPN Team

    Hi,

    I am sorry for the inconvenience, could you kindly share what error you are getting, so I may help you in better way also do mention on which device you are trying to connect.

    Thanks!

  • PureVPN Team

    Hi,

    I am sorry for the inconvenience. In case, you have not checked your spam, social, promotion tab, kindly check you may find PureVPN log in email there, for your your convenience I have resent it on your email.

    For smardns you can refer to this page https://support.purevpn.com/article-categories/smartdns

    Let me know if you need additional help.

    Thanks and have a great day!

    • Bigo2

      Hi – I never got this email you are talking about in my Outlook Inbox, and also not in the Spam folder etc. And if you have resent it again, as you said in this email, again nothing arrived to my Outlook Inbox or anywhere else…

      I understand that you are very busy, so perhaps the email will eventually arrive one day…

      Thanks anyway

      Regards

      Bigo2

      P.S. I have found my VPN credentials in Client Area – My Emails

      • PureVPN Team

        Hi,

        I apologies for the inconvenience. I am glad you have found your credentials. We are here 24/7 to assist you, If you face any issue, always feel free to contact us. Sorry again for e-mail, Unfortunately, I have no idea why you were unable to receive credential email but its good that you have found it in your client area.

        Let me know if you need further assistance!

  • PureVPN Team

    Hi,

    Thanks for contacting us.It is to inform you that account details with the username and password has been sent to you via email having subject : RE: PureVPN [Annual Unlimited Plan Account] *** Moreover
    Smartdns is also added with your service which is free.

    Feel free to contact us for further assistance.

    Regards,
    Ivan,
    PureVPN Support Team.

    ***** We apologize for the delay, might cause in replying your email. We are experiencing an excessive load, unexpectedly, due to customer interest in the services. Our 24/7 live chat is available to assist you on immediate basis.*****

    • Bigo2

      Hi Ivan – I never got and email having subject : RE: PureVPN [Annual Unlimited Plan Account] in my Outlook Inbox, and also not in the Spam folder etc.
      I understand that you are very busy, so perhaps the email will eventually arrive one day…

      Thanks anyway

      Regards

      Bigo2

      P.S. I have found my VPN credentials in Client Area – My Emails and also thanks for the smartDNS.