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

Sep 19, 2014
Aug 03, 2021
32 Comments
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PureVPN is the world’s 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.


I am unable to connect via PureVPN App

If you are unable to connect using the PureVPN application then you can try the following solutions.

  • Try to connect with any other Country or with the Cities option.
  • Try switching the protocol of the PureVPN application to TCP/UDP/Ikev2.
  • Try connecting the PureVPN application using the Recommended Server option
  • Try logging out from the PureVPN application then log back in and try to connect.

Need more help? For more details please visit out troubleshoot section from this link.


I am unable to connect via manual connection method

If you are making a manual VPN connection and unable to connect then you can try the following solutions.

  • Try using the different protocol i-e PPTP/L2TP/SSTP
  • Make sure you are using the correct account details. Visit this link to find your account details.
  • Make sure to use the following servers for manual connection.
Australia (Sydney) au-sd1.pointtoserver.com
Germany de1.pointtoserver.com
Netherlands nl1.pointtoserver.com
United Kingdom (London) ukl1.pointtoserver.com
United States (Illinois) usil1.pointtoserver.com
United States (Texas) ustx1.pointtoserver.com
United States (California) usca1.pointtoserver.com
United States (Florida) usfl1.pointtoserver.com
United States (New York) usny1.pointtoserver.com
United States (Washington DC) uswdc1.pointtoserver.com


Account Expired

There is a possibility that your PureVPN account is expired and thats why you are unable to connect. You can check your Account & Billing section by clicking here or contact our 24/7 live chat support department and get confirmation whether your account is still valid or expired.

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Comments (32 )

32 Comments

  1. admin says:

    Hey Ian, It seems that your case requires detailed attention. In order to have it resolved, please join our tech experts on chat and we will look to it 🙂

  2. admin says:

    Thank you for the acknowledgment and your valuable feedback.

  3. Dolf Scholte says:

    Not work also!!

  4. Dolf Scholte says:

    Same here!!! Absolute frustrating. ..I spent days n this issue!!!

  5. Dolf Scholte says:

    Same here!! I spent days to get it working for the U.K.!!! And still no result!!
    Very fxxxxg frustrating …I sent back the router!!
    We have to change the vpn service..

  6. ddfnetwork says:

    But I Still can’t connect to some Countries. Can you Help me? If I try diffrent protocols nothing changes https://uploads.disquscdn.com/images/242b3a554b27e0c4e90ce565247f7d4b3fa8e6627e7b1f36407c442270ecbb0e.jpg

  7. ddfnetwork says:

    But still I cannot connect to some countries.

    Error:
    The system can not find the phone book entry for this connection. https://uploads.disquscdn.com/images/757b1567d8e9d68194d3b608536660be73189198e2dd080f85444229b8af9b9f.png

  8. ddfnetwork says:

    New Update help me thx <33

  9. PureVPN Team says:

    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!

  10. Максим Лобков says:

    hello!
    how you solved this problem?

  11. Joe Cain says:

    I have the same problem

  12. PureVPN Team says:

    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.

  13. PureVPN Team says:

    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!

  14. PureVPN Team says:

    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!

  15. PureVPN Team says:

    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!

  16. PureVPN Team says:

    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!

  17. Fiona says:

    L2TP works OK, thanks.

  18. DF says:

    Hi, I have the same issue. Could you please explain how to switch protocols in the Android app? I only found TCP and UDP. Unfortunately, neither of them works.

  19. Bianka says:

    Hi, I have exactly the same problem as Alicia, have been using PureVPN for almost 2 months now, on laptop, android phone and iphone, sadly none of them is working since few days ago. Tried switching servers and protocols, but nothing seems to work…

  20. Alex says:

    I have the same problem and I tried all possible settings – nothing works!

  21. PureVPN Team says:

    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 [email protected] OR you can also join us on 24/7 live chat, so we can help you solve this issue.

    Thanks for understanding.

  22. Peter Smart says:

    Yes that worked guys. Thanks for your help

  23. Dean Rogers says:

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

  24. Bigo2 says:

    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.

  25. Bigo2 says:

    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 says:

      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!