If your device is having trouble connecting or staying connected to the VPN, please try the below steps that may help in identifying the problem.
For each of these steps, first open the Accountable2You app so that you can see the VPN status at the top of the screen.
1. If the VPN status says "Not Setup":
This message indicates that the VPN has either been turned off, or was never setup to begin with. The VPN monitoring for Accountable2You is not automatically turned on by itself. If you have not previously setup the VPN monitoring it will not start on it's own. Please click "Setup" on the screen and follow the on-screen setup instructions. We also have a step-by-step setup guide here.
2. If the VPN status says "Disconnected":
This message means that for some reason our service cannot find an internet connection from your device. Make sure that you have an active data connection by ensuring the following:
- Ensure Airplane mode is not enabled.
- Ensure that your mobile data is enabled and you have not reached a data limit that would hinder further access (if using cellular data).
- Ensure that your WiFi router has an active internet connection (if using WiFi).
3. If the VPN status says "Connecting...":
This status means that the VPN is actively working to try and establish a connection to our VPN servers. This status typically appears for less than 1 second (5 to 10 seconds at the most), as the connection is very quick. If this status appears for a longer period of time, this indicates a problem. Below are some potential causes and fixes:
- Check to see if you have a poor connection (WiFi or cellular). A poor connection can make it difficult for the VPN service to establish a secure connection. Ensure you are within reasonable range of a WiFi access point, or in an area with sufficient cellular data coverage. If you are located inside of certain buildings, such as those with significant metal structures, this can hinder your cellular data reception.
- If you are using a WiFi connection and the VPN is not connecting, try switching to cellular data and see if the VPN connects. If it does, this indicates that the WiFi router or ISP (Internet Service Provider) may be interfering with or blocking the VPN connection.
- Consider logging into your WiFi router and verifying that "IPSec Passthrough" connections are allowed (some routers may label this slightly different, or may not show this or have the option to adjust this).
- Consider checking to ensure your WiFi router has the latest firmware installed.
- If your WiFi router has a firewall or blocks certain ports, ensure that outbound UDP ports 500 and 4500 are open to allow traffic.
- If you are on a work, school or public WiFi access point, there may be a firewall in place to block VPN connections. Check with the owners of these networks to verify if their settings will allow VPN services that utilize the IKEv2 connection method.
- If you are using a cellular data connection and the VPN is not connecting, try switching to WiFi data and see if the VPN Connects. If it does, your cellular data connection may be weak, or your mobile carrier may be blocking the VPN from connecting.
4. If the VPN status says "Connected", but you still can't access the internet:
This status indicates that the VPN was able to successfully establish a connection to our servers. In some rare cases, connection problems may still exist when attempting to use the internet. WiFi Routers, networks or ISP's may be monitoring and detecting that certain web traffic is being transmitted by a VPN and may throttle or forbid those connections, depending on the policies of the network. Consider trying the bullet points mentioned under section 3 above as they may apply here as well.
If you continue to experience issues, please contact our support team. We cannot offer any direct assistance with services outside of the control of Accountable2You (ISP's, WiFi networks and/or routers, mobile carriers, etc.), but we will do our best to assess your situation and see what solutions we may be able to offer.