Troubleshooting

See the FAQ.

Please follow the instructions here.

1. Go to Client Login
2. Click on "Forgot Password" and follow the steps to reset your password

1. Login to your client area
2. Select the subscription you'd like to cancel from the list under "Your Active Products/Services"
3. Pull the collapsed menu on the left of the screen (see picture)
4. Under "Actions", select "Request Cancellation" Choose the cancellation type (immediate/end of billing period) and click on "Request Cancellation"

Note: Your automatic payment profile will be cancelled. If you submitted in error, please immidiately open a support ticket so we can prevent the cancellation

1. Login to your client area
2. On the left-hand menu, click on Billing > My Invoices

1. Login to your client area
2. On the left-hand menu, click on Billing > My Invoices
3. Pay the invoice

Note: If you have setup an automatic payment subscription, then the invoice will be automatically paid when it becomes due.

1. Login to your client area
2. Select your VPN subscription from the list under "Your Active Products/Services"
3. Click on the red "Subscribe Link" button
4. Click "copy" to copy the link and paste it in your apps

• Try another server. Some of our servers are optimized for different locations, so choose the one optimized for your country.
• For Chinese users: Try servers in Singapore, Vietnam, Philipines, and Russia.
• For Middle Eastern users: Any server in Europe.
• If the speed is still slow, your ISP might be throttling traffic on the port you are using. Make sure obfuscation is enabled. Restart your router and modem to get a fresh IP address and then the throttling should stop.

Most common reasons:

1. Your subscription has expired. Purchase a new one.
2. You are using the old servers. Update the list to the latest servers (see below).

Make sure you have the latest servers as some will get blocked and will be replaced. If you added the servers using the subscribe link, then they should automatically update everyday.

• If it's the first time setting up the app on your PC, it's possible that the configuration has an error. Make sure you follow closely the installation instructions and use the subscribe link to add in the servers.
• If the VPN suddenly stopped working and it used to work before, then try changing to a different server. Also try updating the servers (see above).
• If none of the servers work, its possible it's an issue with your local internet. Try disconnecting from the VPN and go to a normal site (like bing.com) to see whether your internet connection works without VPN. If it still doesn't work, that means it's not the VPN itself that has the issue, but your local internet connection. Try reconnecting to the wifi. If that still doesn't work, restart your computer and your internet router. Try updating your servers to the latest version (see above).
• If after all of this the VPN still doesn't work, then it is highly likely that your subscription has ran out. Login to your website dashboard and check your subscription expiration date on the right of the page.

• Check that you are connected to the VPN (go to ping.pe to check your IP address)


• Check that the Mode is set to Global:
  - On Windows (SSTap): On the main app page, the Mode should be [Global wide - built-in rule]
  - On Mac OS: Select [Global Mode] from the dropdown menu
  - On iOS (Shadowrocket): Select Home > Global Routing > Proxy
  - On iOS (SSRConnectPro): Select the "Default" server > Click on the 'edit' icon > Change the ProxyMethod to [Global] > Click on "Save Configuration"
  - On Android: Select a Server, and under "Feature settings", go to Route > All
  


• If you are using the SmartDNS and a website doesn't work, please open a support ticket.

There may be 2 reasons why Netflix doesn't work. (1) The Netflix app itself, and (2) your VPN settings.

1. The Netflix app:
   • Close/reset the Netflix app
   • The Netflix front page and recommended movies no longer changes when switching regions. If movies do play but you believe your region still hasn't changed, try searching for a movie that is in the region you connected to.
     Alternatively, you can create a new user profile in the Netflix app. Since you are currently connected to that region, the movie list will update to the region you're currently connected to (as it's a brand new profile).
   • Restart your browser.
   • Clear browser cookies and cache.


2. Your VPN settings:
   
   • Check that you are connected to the VPN (go to ping.pe to check your IP address)
   • Check that the Mode is set to Global:
     - On Windows (SSTap): On the main app page, the Mode should be [Global wide - built-in rule]
     - On Mac OS: Select [Global Mode] from the dropdown menu
     - On iOS (Shadowrocket): Select Home > Global Routing > Proxy
     - On iOS (SSRConnectPro): Select the "Default" server > Click on the 'edit' icon > Change the ProxyMethod to [Global] > Click on "Save Configuration"
     - On Android: Select a Server, and under "Feature settings", go to Route > All
     
   • If you are using the SmartDNS and a website doesn't work, please open a support ticket.

• Try connecting to another server.
• Check that you have an active internet connection by disconnecting from the VPN and going to normal sites such as bing.com
• Restart your router and modem.
• Make sure your anti-virus or firewall isn't preventing the VPN from connecting to the internet. Disable them for a few minutes and reconnect to the VPN to test.
  If that is the case, please create an exception for the app in your anti-virus and firewall.

1. Login to your client area
2. Select your SmartDNS subscription from the list under "Your Active Products/Services"
3. Select your prefered Netflix region and click [Update]

How to install the app on Windows?

• Please follow the instructions here.

My anti-virus prevents the app from installing

1. Remove the all traces of the app from your computer.
2. Re-download the app again from our website
3. Pause the antivirus software (recommended for 1 hour or until reboot)
4. Install the app
5. Create an exception for the app in your anti-virus software

All the servers suddenly disappeared.

1. Don't panic. It's likely that the update function failed that one day and the app wasn't able to pull the server list successfully.
2. Click on the cogs icon (settings icon)
3. Go to SSR subscriptions > Manual update SSR subscriptions
4. The servers should be back

How to install the app on Mac OS?

• Please follow the instructions here.

How to install the app on Android?

• Please follow the instructions here.

How to install the app on iOS?

• Please follow the instructions here.

How to install the app on routers?

• Please follow the instructions here.

Which routers do you support?

• We provide support for Merlin, Padavan, LEDE and OpenWRT routers at present.

What about DD-WRT, pfSense, etc?

• You can install it via command line, but we do not provide technical support for them at this time.