Troubleshooting

Fixing Connection Problems

Most connection issues are quick to resolve. Work through these in order.

The connection won't establish

Try a different server. Open the server list and pick another location. The nearest one isn't always the healthiest.
Check your subscription. Open your dashboard and confirm your token is active and not expired.
Toggle your network. Switch between Wi‑Fi and mobile data, or turn flight mode on and off, then reconnect.
Reinstall the app. A fresh install re‑provisions your keys cleanly.

It connects but feels slow

Pick a server closer to you for lower latency.
Avoid heavily loaded servers. Try one or two alternatives.
Remember that some local networks throttle certain traffic; a different server can route around it.

The app won't sign in

Double‑check the email or phone number on your account.
Request a fresh one‑time code if the previous one expired.
Confirm you completed checkout and your token is active.

Router setups

A router setup touches your whole network, so when something looks wrong it is usually the network around the router, not the VPN. The usual suspects:

Your device is on the wrong network. Check its Wi‑Fi. If it's still on the modem's own Wi‑Fi instead of the router you set up, nothing it does goes through the VPN.
A spare cable is bridging around the router. A cable running from the modem straight into one of the router's LAN ports gives traffic a way around the tunnel. Unplug it, or move it to the router's internet port.
Your browser has secure DNS turned on. That sends lookups around the VPN, so ad‑blocking looks like it isn't working. Turn off DNS over HTTPS for a clean read.
You pasted the script and a line got lost. Import the downloaded file instead. The script prints whether it applied as its last line, so check your terminal before assuming.

Still stuck?

Email support@ping.africa with your account email or phone number and a short description of what you're seeing. For router issues, add your router model. We'll get you connected.