Documentation/Help/If it does not work
What to check before writing support
Most failures are visible in the app: key status, whether the node is alive, whether DNS is leaking past the tunnel. Copy the diagnostics report — secrets are already stripped.
Will not connect
Administrator rights? Is the key active and the device on the list? In Diagnostics — is the node alive, is DNS leaking? Switch country or your own profile. For a third-party config, check that the needed client is found in Settings → VPN clients.
Sites will not open
The kill switch holds traffic while the tunnel comes up — wait for green. If only exceptions open, you are in “VPN only for…” or you forgot the bank on the list. LAN is silent — turn on Allow LAN.
The tunnel drops
With reconnect on, the app moves to a backup server after three failures. If it dies immediately, the network is cutting such connections: for a third-party config try VLESS Reality, and Veli finds a way around on its own if a path gets closed. “Check that traffic is flowing” restarts a dead tunnel after 30 seconds.
The game lags
In game mode send the game direct or pick another country. Check the measurement: if VPN is worse, it will say so. Leave launchers off the tunnel or an update will eat the pipe.
The key is rejected
The field normalizes to VL-XXXX-XXXX-XXXX, but the code must be the full one shown on the checkout page, not the cabinet prefix. After a reissue the old one is dead. A gift key without email activates; it cannot be reissued.
Paid, no key
The key appears on the checkout page once the network confirms the transfer. A USDT transfer waits for network confirmations; if less arrived than the invoice asked for (exchanges take their fee out of the withdrawal), the page asks you to send the difference to the same address and credits it by itself. Closed the page? Open it again in the same browser: the invoice and the key are kept there. A replay of the same payment does not issue a second key — write to support.
“No administrator rights”
The tunnel and kill switch will not work without them. Settings → VPN clients → Relaunch. Autostart already brings the app up elevated, without another UAC prompt.
A VLESS/Trojan/Shadowsocks profile will not connect
The proxy-protocol component needs updating: Settings → VPN clients → Update. The client table will show a warning next to it.
“IP did not change”
Home compares the address before and after. If they match, the tunnel did not take the traffic. Check the kill switch, “VPN only for…” (the browser may have gone direct), and an IPv6 leak.
Rules are not applying
Not a VLESS, VMess, Trojan, Shadowsocks, Hysteria2 or TUIC profile? The rules stay saved but grey. The tunnel was already up — Reconnect. In “only selected” you need at least one item on the list.
OpenVPN asks for a login
Home will show Login, Password, and Remember (encrypted). The OpenVPN log is Show under the button if the handshake does not go through.