Help

Answers to common VPN questions

Short, practical answers for the things people ask us most. For step-by-step setup, see the setup guides; for anything else, contact support.

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Fix a problem

TekLan VPN won’t connect: what to tryA step-by-step checklist for when TekLan VPN will not connect: check the network, try another location or protocol, close other VPNs, and what to send support. The Windows app won’t connectFixes for the TekLan VPN Windows app not connecting: install the latest version, close other VPNs, restart, or use WireGuard with a Dashboard profile. TekLan VPN isn’t working on an older Fire StickSome older Fire TV Sticks need the latest TekLan VPN build. How to reinstall it from teklanvpn.com/latest.apk with Downloader. My bank or a website blocks my VPNWhy some banks, payment services and websites block VPN addresses, and how to fix it with TekLan VPN: Bypass, website rules, per-app split tunnelling or a dedicated IP. Streaming or a website doesn’t work through the VPNA streaming service or website won’t load or plays an error through TekLan VPN? Try another location in the same country, then restart the app or clear its data. Casting, Smart View or printers stop working on the VPNChromecast, Smart View, AirPlay, printers or file shares disappearing while TekLan VPN is connected? Turn on Local network access. Wi-Fi calling, CarPlay and AirPlay with a VPNWhy a VPN can upset Wi-Fi calling, CarPlay, AirPlay, casting and printers, and how TekLan VPN keeps them working. Is TekLan VPN down?What to do if TekLan VPN stops working for a moment: reopen the app, try another location, and how to report a problem.

Account and billing

I forgot my passwordReset your TekLan VPN password at teklanvpn.com/reset. The apps and the website use the same email address and password. Signing in to the app or on a TVThe TekLan VPN apps use the same email address and password as the website. On a TV, sign in with a code at teklanvpn.com/tv instead of typing. The app asks me to pay, but I already have a planWhy the TekLan VPN app can show the plan screen when you already pay, usually a second account made with Sign in with Apple, and how to link it to your plan. I can’t access the email on my accountLost access to the email address on your TekLan VPN account? How we verify it’s you and move the account to a new email address. Update my card or payment methodAdd or change the card or PayPal account that pays your TekLan VPN renewals, and what the "card expiring" email means. My service is suspended but I’ve paidWhy a TekLan VPN service can stay suspended for a few minutes after paying an overdue invoice, and what to do if it doesn’t come back. How do I cancel my TekLan VPN plan?Cancel a TekLan VPN plan yourself in the client area in a minute: it stops future payments and ends the plan straight away or at the end of the term you have paid for. Apple subscriptions are cancelled in your Apple Account. Billing questionsAnswers to common TekLan VPN billing questions: VAT, changing your payment date or billing cycle, payments that look wrong, unfinished sign-ups, old PayPal subscriptions, bigger plans and affiliate payouts.

Understand the features

WireGuard or OpenVPN: which should I use?WireGuard and OpenVPN compared in plain English: which to use day to day, which gets through restrictive networks, and how to switch in the TekLan VPN apps or the Dashboard. What is split tunnelling?Split tunnelling explained: keep chosen apps, websites or addresses outside the VPN while everything else stays protected. The three kinds in TekLan VPN and when to use each. Shared IP or dedicated IP: which do I need?The difference between a shared VPN IP address and a dedicated IP: privacy, CAPTCHAs, allow-listed logins and what changes when an address is yours alone. What a VPN leak test showsWhat the TekLan VPN leak test checks, how to read its IP and DNS results, and what to do if it reports a leak.

Devices and plans

How many devices can I use with TekLan VPN?TekLan VPN plans cover 5, 10 or 20 devices connected at once. How connections are counted, how a router helps, and what to do at the limit. VPN browser extension or VPN app: what’s the difference?A VPN browser extension protects one browser; a VPN app protects the whole device. When to use the TekLan VPN extension, when to use the app, and whether you need both. How to use a VPN on a smart TVWhich smart TVs can run a VPN app, and how to use TekLan VPN on Samsung, LG, Roku and other TVs that can’t: a streaming stick, or a VPN router. Using a VPN on public Wi-FiWhat a VPN does on café, hotel, train and airport Wi-Fi, how to connect when the Wi-Fi has a sign-in page, and the habits that keep you safe. Can you add a new location?How to suggest a new TekLan VPN server location, and how new locations appear in the apps. Getting help faster: what to put in a ticketThe details that let TekLan support fix a problem on the first reply: your device, the app version, the location and what happens.