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Support Center / Troubleshooting / Solutions to ProtonVPN Android app issues

Solutions to ProtonVPN Android app issues

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.

Solution:

  • 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 and if you don’t have an account you can easily sign up for a Free plan for Android.
  • 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.

Solution:

  • 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.

 

Related articles:

Android VPN problems with permissions and Always-On VPN

How to bypass UK Internet service provider blocks and access ProtonVPN

Post Comment

38 comments

  1. Jonathan

    I try to connect to the VPN and my phone won’t let me click on the “ok” button. Please help ASAP.

  2. ProtonVPN Team

    Hello. Please make sure you have no night mode apps like Twilight on at the moment as it draws over other applications preventing the clickable OK.

  3. Peter

    I ended up on a page blocked by Vodafone Germany with “Wichtiger Hinweis. Dieses Portal ist aufgrund eines urheberrechtlichen Anspruchs vorläufig nicht verfügbar.”

    Since then I can’t connect to your VPNs anymore. What should I do? Connecting via my mobile connection is still working.

  4. ProtonVPN Team

    Hello Peter, please check if your network is configured with some of possible website filtering`s like OpenDNS or parental controls. If not, please let our customer support team know about this as its valuable information and could help other customers too. https://protonvpn.com/support-form

  5. Mossty

    Unable to establish VPN connection: gateway unreachable. I’m using a school WiFi connection

  6. ProtonVPN Team

    Hello Mossty, it could be that the network you are trying to connect on is restricted with the closed ports that our application uses. Please try this connection method and contact our customer support team: https://protonvpn.com/support-form https://protonvpn.com/support/android-vpn-setup/

  7. chuck

    With a previous VPN, i had to change the server connection from UDP to TCP/secure/443. Is that a user setting you can add?

  8. ProtonVPN Team

    Hello. Android application of ours does not have a choice for that since it is running on a different protocol, that is IKEv2. Only OpenVPN has the option to switch from UDP/TCP.

  9. Hisham

    I am alreasy using my mobile data not a router so how can i setup the IP address theough the mobile?

  10. ProtonVPN Team

    Hello. Its not matter the source of the internet connection, just connect using our ProtonVPN software and your IP and internet traffic will be secured by our services!

  11. Alaa

    My ISP blocked IKE , is there a solution for this ?

  12. ProtonVPN Team

    Hello Alaa, in cases like these, you will have to use OpenVPN protocol from this tutorial:
    https://protonvpn.com/support/android-vpn-setup/

  13. Jon

    Used to have no problem, but now on my android, it won’t connect. Tells me I’ve exceeded the number of connections? I’m the sole user of my account. Is there some sort of thing such as closing all active sessions or something?

  14. ProtonVPN Team

    Hello Jon, please log out of your account within the application and log back in.

  15. Txy

    Same thing happening to me. It must be some kind of error of the app. I’m using android app

  16. ProtonVPN Team

    Hello. Please contact our customer support team with detailed information about your issue and we will do our best to help you out! https://protonvpn.com/support-form

  17. Kc

    Have a stable connection but have no idea how to do anything with it such as open a browser ? Do I just open my chrome app and it uses the VPN automatically?

  18. ProtonVPN Team

    Hello. When you have connected the VPN application, the internet traffic is all secured and your browser is using the VPN, so whenever you connect to the VPN server, you do not have to do anything else to be secured.

  19. ShadowEdges

    There is an unspecified error occured while connecting.Despite Log in perfectly.

  20. ProtonVPN Team

    Hello. Please contact our customer support team and we will do our best to help you out! https://protonvpn.com/support-form

  21. liangwei

    china can not connect by android. But it is able by window.

  22. ProtonVPN Team

    Hello, please try using this guide to connect your android to our VPN service. https://protonvpn.com/support/android-vpn-setup/

  23. pooria

    It’s blocked on the android version in Iran.

  24. ProtonVPN Team

    Hello Pooria. You can try using OpenVPN connect application with our services if the android version is blocked. https://protonvpn.com/support/android-vpn-setup/

  25. John

    No matter what server, my connection immediately disconnects as soon as I turn on WiFi. Worked before. I’ve tried several VPN and it’s the same. Also I’m told my email address is invalid which isn’t true.

  26. John

    My former VPN was evidentiary interfering with the connection. It’s okay now that I’ve uninstalled that.
    Thanks. I’m going to stay with you guys!

  27. ProtonVPN Team

    Hello John, we are truly happy to hear that you decided to stay our customer! If anything, feel free to drop us a line anytime. :)

  28. ProtonVPN Team

    Hello John, by saying that you`ve tried several VPN, do you mean several our servers or different VPN providers with the same results ? Please contact our customer support team and we will do our best to help you out! https://protonvpn.com/support-form

  29. Ashu

    I have this issue with my android devices but the problem is not from router because IPSec Passthrough is enabled. how can I fix this?

  30. ProtonVPN Team

    Hello Ashu, could you please contact our customer support team with more detailed information? https://protonvpn.com/support-form

  31. Gerbellubalde

    Plsss help is not connected

  32. ProtonVPN Team

    Hello, please contact our customer support team and we will do our best to help you out. https://protonvpn.com/support-form

  33. Mu

    Egypt blocked it.. Make it go through https or something to connect

  34. ProtonVPN Team

    Hello. Please contact our support team with more detailed information https://protonvpn.com/support-form

  35. Usr

    Failed to establish VPN: User authentication failed on android

  36. ProtonVPN Team

    Hello. Could you please contact our customer support team with information like your current location, ISP, android version and how many devices you are using. https://protonvpn.com/support-form

  37. Long

    gateway_unreachable at Android Client, using mobile data.

  38. ProtonVPN Team

    Hello, could you please contact our customer support team and we will do our best to help you out.https://protonvpn.com/support-form

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