Connection troubleshooting

Most connection problems can be solved in a few minutes. Before you start, check three things: the device can reach the internet while TP VPN is disconnected, the subscription is active (the home screen shows the days remaining) and the app is up to date (Me → Settings → Version). Then work through the steps below in order and try to connect again after each one. If the problem persists, contact us with the details listed in the last section.

Step 1: check the system clock

Signing in and fetching node configurations happens over TLS, and WireGuard handshake packets carry a timestamp of their own. When the device clock is far off, and especially when it has been set backwards, certificate checks and handshakes fail. The typical symptom is a connection that stays on "Connecting" or an error saying the connection timed out and asking you to try another node.

• iOS: Settings → General → Date & Time, turn on Set Automatically.
• Android: Settings → System → Date & time, turn on automatic time (some devices call it "Use network-provided time").

Step 2: switch to Smart pick and reconnect

On the Nodes tab, choose the Smart pick category at the top and tap Smart Connect. Nodes are scored by latency, load and packet loss, and nodes that are offline, under maintenance or at capacity are excluded automatically. A node you pinned by hand may simply be in maintenance at that moment; Smart pick routes around it.

Step 3: change country or city

If Smart pick connects but the speed is disappointing, pick another nearby city from the list. If nodes in one country keep failing, try another country. Nodes with a lock icon belong to higher plans, for example IEPL premium lines require the Premium plan, and unlock as soon as you upgrade.

Step 4: turn off other VPN or proxy apps

iOS and Android allow only one active VPN configuration at a time. Other VPN apps, proxy tools, network profiles pushed by a company MDM and some security software can conflict with TP VPN. Turn them off or remove them, then connect again.

Step 5: confirm the VPN permission

• iOS: on the first connection the system asks to add a VPN configuration. Tap Allow and confirm with Face ID, Touch ID or your passcode. You can check that the TP VPN configuration exists under Settings → General → VPN & Device Management → VPN. If you tapped "Don't Allow" earlier, tap Grant permission when the app shows "VPN permission needed".
• Android: on the first connection the system shows a connection request; tap OK. The configuration is listed under Settings → Network & internet → VPN.

Android: battery optimisation causes drops

Android's battery optimisation restricts apps in the background and can kill the tunnel. Go to Settings → Apps → TP VPN → Battery and choose Unrestricted. Paths and names vary by manufacturer; some devices also require allowing auto-start or locking the app in the recent-apps view. While connected, TP VPN shows a persistent notification that the system needs to keep the tunnel alive; do not disable it.

iOS: Low Data Mode

Low Data Mode limits background network activity and can affect the tunnel in the background. Check Settings → Cellular → Cellular Data Options → Low Data Mode, and the Low Data Mode switch in the details of your current Wi-Fi network, and make sure both are off.

Connected but slow: check the fair-use threshold

Every plan has a fair-use threshold per billing period: Standard 1 TB, Premium 3 TB, and no threshold on Enterprise. During the 3-day trial, the threshold of the subscription you selected applies. Beyond it the connection stays up but speed is reduced until the next billing period. Your usage for the current period is shown on the current-plan card on the Plans tab. If you are under the threshold, try a node with lower latency, or switch between Wi-Fi and mobile data to rule out a local network problem. See the Fair Use Policy.

Common messages and what they mean

What to include when you contact support

• Your @handle (Me → Account details).
• App version (Me → Settings → Version), device model and OS version.
• Network type (Wi-Fi or mobile data), carrier and the country or region you are in.
• The scene category and node name you used.
• When the problem occurred (with time zone) and how long it lasted.
• The full text or a screenshot of any message shown.

Open a ticket in the app under Me → Help & support → New ticket (category "Connection"), or email support@tpvpn.com. We reply within 24 business hours.