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

Sep 19, 2014

Nov 15, 2022

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.

Possible Issues:

Can’t connect using PureVPN app
Can’t connect using Manual configuration method.

Troubleshooting

To fix the connection issue there are multiple steps that you can try lets discuss them one by one.

Choose a Different VPN Protocol

In PureVPN application Automatic protocol is selected by default to provide users best experience.

But incase if that is not working for you then you can always switch to a different protocol.

Windows: You can follow this 👉 link it will take you to the instructions for switching the VPN protocol in Windows app.

macOS: You can follow this 👉 link it will take you to the instructions for switching the VPN protocol in macOS app.

Android: You can follow this 👉 link it will take you to the instructions for switching the VPN protocol in Android app.

iOS: You can follow this 👉 link it will take you to the instructions for switching the VPN protocol in iOS app.

Linux: You can follow this 👉 link it will take you to the instructions for switching the VPN protocol in Linux app.

Connect to Recommended Server location

You can try is to connect to recommended server location or you can try connecting with a different location server.

How do you do it?

Windows: You can follow this 👉 link it will take you to the Windows application setup where you can see how you can connect to a different location or connect with recommended server location.

macOS: You can follow this 👉 link it will take you to the macOS application setup where you can see how you can connect to a different location or connect with recommended server location.

Android: You can follow this 👉 link it will take you to the Android application setup where you can see how you can connect to a different location or connect with recommended server location.

iOS: You can follow this 👉 link it will take you to the iOS application setup where you can see how you can connect to a different location or connect with recommended server location.

Linux: You can follow this 👉 link it will take you to the Linux application setup where you can see how you can connect to a different location or connect with recommended server location.

Alternatively, you can also click on this 👉link to be automatically connected with the recommended server location. Pretty neat, huh? 😁.

Choose a Different VPN Location

Another thing you can try is to connect to a different location server.

How do you do it?

Windows: You can follow this 👉 link it will take you to the Windows application setup where you can see how you can connect to a different location.

macOS: You can follow this 👉 link it will take you to the macOS application setup where you can see how you can connect to a different location.

Android: You can follow this 👉 link it will take you to the Android application setup where you can see how you can connect to a different location.

iOS: You can follow this 👉 link it will take you to the iOS application setup where you can see how you can connect to a different location.

Linux: You can follow this 👉 link it will take you to the Linux application setup where you can see how you can connect to a different location.

Connect via Different Cities

If that doesn’t fix the issue then you can try is to connect to different cities of the same location.

How do you do it?

Windows: You can follow this 👉 link it will take you to the Windows application setup where you can see how you can connect to a different cities.

macOS: You can follow this 👉 link it will take you to the macOS application setup where you can see how you can connect to a different cities.

Android: You can follow this 👉 link it will take you to the Android application setup where you can see how you can connect to a different cities.

iOS: You can follow this 👉 link it will take you to the iOS application setup where you can see how you can connect to a different cities.

Linux: You can follow this 👉 link it will take you to the Linux application setup where you can see how you can connect to a different cities.

Manual Configuration with PPTP/L2TP/SSTP

If you are making a manual VPN connection with Ras protocols (PPTP/L2TP/SSTP) 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 PureVPN credentials.
Make sure to use the following servers for manual connection.
- Australia: au-sd1.pointtoserver.com
- Germany: de1.pointtoserver.com
- Netherlands: nl1.pointtoserver.com
- United Kingdom: ukl1.pointtoserver.com
- United States: usil1.pointtoserver.com
- United States: ustx1.pointtoserver.com
- United States: usca1.pointtoserver.com
- United States: usfl1.pointtoserver.com
- United States: usny1.pointtoserver.com
- United States: uswdc1.pointtoserver.com

Manual Configuration with OpenVPN

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

Switch between TCP and UDP protocol
Make sure to use port 53 for TCP and port 80 or 1194 for UDP
Try a different server address

If you have followed the above solutions but if you are still unable to connect then contact our Support team immediately by joining us on Chat or by emailing us at [email protected] and our team will get in touch with you right away.

How helpful did you find this answer?

Comments (32 )

Have Your Say!

32 Comments

admin says:

November 9, 2018 at 5:16 am

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 🙂

Reply
admin says:

October 12, 2018 at 7:07 am

Thank you for the acknowledgment and your valuable feedback.

Reply
Dolf Scholte says:

January 20, 2017 at 2:02 pm

Not work also!!

Reply
Dolf Scholte says:

January 20, 2017 at 2:02 pm

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

Reply
Dolf Scholte says:

January 20, 2017 at 2:01 pm

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..

Reply
ddfnetwork says:

October 31, 2016 at 10:36 am

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

Reply
ddfnetwork says:

October 31, 2016 at 10:19 am

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

Reply
ddfnetwork says:

October 30, 2016 at 4:07 pm

New Update help me thx <33

Reply
PureVPN Team says:

October 17, 2016 at 8:34 am

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!

Reply
- Farid Ibrahim says:
  
  October 17, 2016 at 11:12 am
  
  this is my username thanks : purevpn0s2299259
  
  Reply
- Farid Ibrahim says:
  
  October 17, 2016 at 9:36 pm
  
  purevpn0s2299259
  
  Reply
  - PureVPN Team says:
    
    October 18, 2016 at 1:54 am
    
    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!
    
    Reply
Максим Лобков says:

October 12, 2016 at 7:16 am

hello!
how you solved this problem?

Reply
Joe Cain says:

October 10, 2016 at 12:31 pm

I have the same problem

Reply
PureVPN Team says:

August 25, 2016 at 5:31 am

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.

Reply
PureVPN Team says:

August 24, 2016 at 3:07 am

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!

Reply
PureVPN Team says:

June 23, 2016 at 5:25 am

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!

Reply
PureVPN Team says:

March 17, 2016 at 5:49 am

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!

Reply
- fja Yesudas says:
  
  March 17, 2016 at 5:51 am
  
  Thank you!
  
  Reply
  - PureVPN Team says:
    
    March 17, 2016 at 6:01 am
    
    Your Welcome!
    
    Reply
PureVPN Team says:

March 16, 2016 at 6:49 am

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!

Reply
Fiona says:

March 14, 2016 at 7:30 am

L2TP works OK, thanks.

Reply
DF says:

February 14, 2016 at 2:19 am

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.

Reply
Bianka says:

February 2, 2016 at 2:16 pm

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…

Reply
Alex says:

February 2, 2016 at 2:24 am

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

Reply
PureVPN Team says:

January 7, 2016 at 1:51 am

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.

Reply
Peter Smart says:

January 4, 2016 at 4:00 pm

Yes that worked guys. Thanks for your help

Reply
Dean Rogers says:

January 4, 2016 at 1:53 pm

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

Reply
- PureVPN Team says:
  
  January 5, 2016 at 1:15 am
  
  Hi Dean,
  
  I am sorry again 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!
  
  Reply
Bigo2 says:

December 15, 2015 at 8:59 am

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.

Reply
Bigo2 says:

December 15, 2015 at 8:54 am

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

Reply
- PureVPN Team says:
  
  December 15, 2015 at 9:17 am
  
  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!
  
  Reply