Find help by connection problem, network change or speed issue. · 23 articles
Connecting to your first VPN server
PopularLearn how to connect to a VPN server and verify your connection is active.
Understanding locations and server categories
Use Auto, country locations, and any purpose categories currently displayed by HorizonVPN.
Verify that HorizonVPN is connected
Check the app state and public IP before troubleshooting a website's saved location.
VPN not connecting — complete troubleshooting guide
PopularStep-by-step guide to diagnosing and fixing VPN connection failures.
Connection messages and what to do next
Resolve the customer-facing connection, access, permission, and account messages shown by HorizonVPN.
VPN permission was denied or removed
Approve the operating-system VPN configuration so HorizonVPN can create a connection.
The app cannot load locations or account data
Restore normal app data loading without changing hidden endpoints or copying unofficial configuration.
Report an issue from the HorizonVPN app
Send a useful support report from the app while keeping passwords, payment data, and personal files out.
VPN keeps disconnecting — how to fix
PopularCheck the base connection, use Auto and Connection compatibility, then send a report if drops continue.
Mobile VPN disconnects after sleep or in the background
Check operating-system battery, background, and Always-on behavior when a mobile connection does not stay active.
Reconnect after switching Wi-Fi, mobile data, or networks
Refresh the VPN session after the underlying internet connection changes.
Connected, but websites or apps do not open
Refresh the connection safely when HorizonVPN says Connected but traffic is not working.
IP address not changing after connecting
Diagnose why your IP hasn't changed after connecting to HorizonVPN.
One website or app fails while the VPN works elsewhere
Check site state, cached location, DNS filters, and account rules when the rest of the VPN connection works.
Only one HorizonVPN location is unavailable
Distinguish a single unavailable location from an account or whole-connection problem.
Cannot connect on public WiFi (captive portals)
How to use HorizonVPN on hotel, airport, and café WiFi networks.
VPN blocked on a restricted school, work, hotel, or public network
Use Auto, Connection compatibility, and the protocols currently offered by your app.
Why is my VPN slow? Common causes and fixes
PopularThe most common causes of slow VPN speeds and how to fix each one.
How to run an accurate VPN speed test
Use the built-in Speed test and a repeatable baseline to compare locations and connection settings.
Latency, download speed, and upload speed explained
Read the built-in Speed test correctly and choose the metric that matters for your task.
Compare Wi-Fi, wired, and mobile performance
Separate a local network problem from a VPN route problem by changing one connection variable at a time.