VPN Connection fails due to an authentication failure
Symptom: Opening and logging in to the ProtonVPN Android app is successful. However, when you try to connect to a server, the connection fails and returns the error message “User authentication failed”. The Android application logs indicate “AUTH_FAILED”. (You can access your application logs in the app by tapping the hamburger menu button (top left icon), and then tap “Show log”.)
Cause: This error is likely the result of one of the three following situations:
1. You have already reached the maximum number of connected devices allowable under your current plan.
2. You have made too many recent connection attempts that were not properly terminated.
3. You have unpaid invoices.
- Make sure you are not exceeding your connection limit. The number of devices you can have connected to ProtonVPN simultaneously is different for each plan. With the free plan, you cannot have more than 1 connection at a time. Make sure that you do not have a different device that is accidentally still connected. Check out our plans for more details about the different features.
- Wait about five minutes, and retry connecting to a different server. Our servers periodically “clean up” old and inactive sessions. If you had a connection that was not closed properly (e.g., your WiFi dropped, your device crashed, or you experienced a similar error), our infrastructure will detect it and close it after a certain waiting period.
- If you have a paid subscription, check whether you have any unpaid invoices. If you do have unpaid invoices, you will be able to log in to the app, but you won’t be able to connect.
ProtonVPN application login problems
Symptom: Opening the ProtonVPN Android app is successful. However, login attempts fail and the application returns the error message “Something went wrong”.
Cause: Your network is likely blocking the ProtonVPN API.
- If you are using your home network, make sure there are no parental controls enabled on your router. Also, make sure there are no content filters enabled on your ISP (Internet service provider) account.
- If the issue persists, try switching to another WiFi network on your device or set up a manual VPN connection using the IKEv2 or OpenVPN VPN protocol.