You tap Connect and nothing happens. Or the app says Connected, but pages won’t load. Most of the time the cause is something small and fixable in a minute or two: the network, the server, the app or your account.

Here are the fixes we’d try first with the Arresti app, roughly in order from quickest to most involved. They apply on iPhone, iPad, Mac, Android and Windows.

The short version

  • Check your internet works with the VPN switched off.
  • On hotel, airport or café Wi-Fi, finish the sign-in page first, then connect.
  • Try another server location.
  • Restart the app, then the device.
  • Update the app, or delete and reinstall it.
  • Make sure your device’s date and time are set automatically.
  • Check your subscription is active and you’re signed in.
  • Close any other VPN or security app that might be clashing.
  • Still stuck? Contact Arresti support. We reply within one business day.

1. Check the internet connection itself

A VPN rides on top of your normal connection. If that connection is down, the VPN can’t reach a server.

Disconnect the VPN and open a website. If it doesn’t load, the problem is the network, not the VPN. Restart your modem or router, move closer to it, or check with your internet provider for an outage. Once the internet is back, connect again.

2. Try Wi-Fi vs mobile data

Switching networks is one of the fastest tests there is. If the VPN won’t connect on Wi-Fi, turn Wi-Fi off and try mobile data (or the other way round).

If it works on one and not the other, the issue is with that particular network. Phones hop between Wi-Fi and 4G or 5G all day, and the Arresti app is built to reconnect on its own when that happens. If it seems stuck after a switch, disconnect and connect again.

3. Sign in to hotel, airport and café Wi-Fi first

This is the most common cause on the road. Many public networks use a sign-in page (sometimes called a captive portal) where you accept the terms or enter a room number. Until you finish it, the network blocks everything else, including the VPN.

The fix is to get the order right:

  1. Disconnect the VPN.
  2. Join the Wi-Fi and open your browser. The sign-in page should appear. If it doesn’t, try loading any plain website.
  3. Complete the sign-in.
  4. Connect the VPN.

Confirm the network name with staff before you join, too. Lookalike hotspots are easy to set up, as we explain in Fake airport Wi-Fi: how evil twin hotspots work. Our guide to setting up a VPN on travel Wi-Fi walks through the full routine.

4. Switch to another server or location

Sometimes a single server is busy or briefly unavailable. Open the app, pick another server location and connect again. A nearby location is usually the quickest. If you switch while connected, the app reconnects you to the new one.

If one location keeps failing while others work, let support know which one. It helps us look into it.

5. Restart the app, then the device

The old advice works for a reason. Fully close the Arresti app and open it again, then try to connect.

If that doesn’t help, restart your phone, tablet or computer. A restart clears stuck network settings and background processes that can stop a VPN connection from starting.

6. Update or reinstall the app

An out-of-date app can fall behind changes to servers or your operating system. Check for an update in the App Store, Google Play or the Windows download on our site, and update your device’s operating system while you’re there.

Still no luck? Delete the app and install it fresh. On iPhone, iPad and Mac, reinstalling also brings back the system prompt to add a VPN configuration if you tapped “Don’t Allow” the first time. Our installation guides have the steps for each device.

7. Check the date and time settings

Secure connections rely on your device’s clock. If the date or time is wrong, your device can reject the secure connection, and the VPN won’t connect.

Open your device’s date and time settings and switch on the option to set them automatically. Then try again.

8. Make sure your subscription is active and you’re signed in

A VPN app needs an active subscription to connect. If a card has expired or a payment didn’t go through, the connection can stop working.

  • Check you’re signed in to the app with the account you subscribed with.
  • If you subscribed on arresti.com, log in to the customer portal to check your subscription and update your card.
  • If you subscribed through Apple or Google Play, check the subscription in that store.

Remember that one plan covers up to 5 devices at once. If you’ve added a sixth, sign out of one you no longer use.

9. Look for other VPN or security apps

Two VPN apps can clash, and only one VPN connection can run at a time on most devices. Disconnect or quit any other VPN, then connect Arresti.

Some antivirus, firewall or “web protection” apps can also block VPN connections. If you’ve recently installed one, check its settings, or pause it briefly to test. If Arresti connects with it paused, look in that app’s settings or help pages for how to allow a VPN.

10. Some networks block VPNs

Some workplace, school and university networks block VPN connections on purpose. That’s the network owner’s decision, and it’s set on their side, so changing settings in the app won’t change it. If you need a VPN on that network for a legitimate reason, ask the IT team about their policy.

Not sure whether that’s the issue? If the VPN works on mobile data or at home but never on one particular network, the network is the likely cause.

When to contact Arresti support

If you’ve worked through the list and it still won’t connect, we’re here to help. Use the support request form and include:

  • the email linked to your subscription
  • your device type (iOS, Android, Windows, macOS or Linux)
  • what you were trying to do, and what happened
  • which network you were on and which server location you tried.

Our team replies within one business day. For general questions, the FAQ covers setup, devices and billing.

Try Arresti VPN

Arresti is an Australian-owned VPN service. One plan, all servers, up to 5 devices at once. It’s AUD $3.99 a month or $43 a year on the web, GST included. Cancel anytime. There’s a 30-day money-back guarantee: if Arresti VPN isn’t right for you within 30 days of signing up, contact us and we’ll refund you.

See Arresti plans and pricing

FAQ

Why does my VPN connect but no websites load?

Usually the network needs a sign-in first, such as hotel or café Wi-Fi. Disconnect the VPN, complete the sign-in page in your browser, then reconnect. If that’s not it, try another server location.

Why does my VPN work on mobile data but not on Wi-Fi?

That points to the Wi-Fi network. It may need a sign-in, it may be having trouble, or it may block VPN connections, as some work and school networks do.

Should I reinstall the app if the VPN won’t connect?

Try the quicker steps first: check your internet, switch servers and restart. If those don’t help, updating or reinstalling the app often does.

Can a wrong date or time stop a VPN from working?

Yes. Secure connections check your device’s clock, so a wrong date or time can make the connection fail. Set the date and time to update automatically.

How do I contact Arresti support?

Use the support request form at arresti.com/support with the email linked to your subscription. The team replies within one business day.

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