To troubleshoot, temporarily stop any third-party applications, including antivirus, firewalls, and VPNs.
Make sure you're logged in to your Premium Account. To do so, open the app, tap the symbol on the left side of the screen, and confirm that you are logged in and have a premium account.
If the above has been verified, please perform the following troubleshooting step:
1. Please connect to another virtual location or a city-level virtual location, such as US Chicago. This will identify whether the issue is with a single Virtual Location or the entire connection.
2. Please contact us if you are still having the problem.
Note: Clicking the Connect button always connects you to the optimal server location. All other places are only available in the premium edition.