How to fix unable to connect issues on iOS

Problem

You can’t connect to a VPN server on Surfshark’s iOS app.

NOTE: Although connection problems can usually be fixed with a few simple steps, different networks may have specific restrictions that could prevent the VPN connection. This means that the exact steps to resolve the issue may vary depending on the network you are trying to connect to.

Common symptoms

• You get error notifications.
• The app is stuck on the “Connecting” status.
• The connection fails immediately after clicking connect.

Troubleshooting steps

NOTE: Make sure to check your connection after each step.
 

1. Try manually connecting to several different countries.
    
   • If you are unable to connect to one particular server, try several different locations (e.g., if Detroit fails, try Berlin).
   • If you used the “Quick connect” button to connect to the VPN, try manually connecting to several countries instead.
     
     This helps determine if the issue is with a specific server or the app itself.
      
2. Change the VPN protocol.
    
   1. Open the Surfshark application and go to the Settings tab.
   2. Open the VPN Settings tab and tap Protocol.
   3. Test all available protocols (WireGuard, OpenVPN UDP/TCP) to see if one resolves the block.
       
3. If you have an antivirus, ensure Surfshark is on the exclusions list.
    
   • It's possible for your VPN connection to be blocked by your antivirus program or another VPN application installed on your device. In order to avoid this, it's important to disable your antivirus and remove any other VPN applications. Restart your device afterward.
      
4. Update or reinstall the Surfshark app.
    
   • Update Surfshark to the latest version to ensure the best connectivity. If you are already up to date, try reinstalling the application.
      
5. Disable IPv6.
    
   • At the moment, Surfshark does not support the IPv6 protocol. Having IPv6 enabled on your network might make it complicated to connect to our servers in some situations. We recommend disabling it for all our customers to improve the overall connectivity experience.
     
     There is no way of disabling IPv6 directly on your iOS device. However, you can disable it through your router or by contacting your Internet Service Provider and asking them to disable the feature.
      
6. Set custom DNS.
    
   • Changing your DNS can resolve unstable connections or help establish a tunnel. Follow the guide on how to set custom DNS on iOS device.

Additional tips

• Restart your device.
• Check if the issue persists on different devices in the same network.
• Check if the issue persists on other networks.
• Make sure that your internet connection is active.

You may also be interested in:

• How to troubleshoot slow speed problems?
• Does Surfshark support IPv6? Do I have it on my network?
• How to delete the Surfshark app on iOS