How can we help?
Search our guides, fix common problems in a minute, or talk to our UK-based support team. We're here 24/7.
Solve the most common problems
Most issues are fixed in a minute or two. Try these before opening a ticket.
The app won't connect
Some networks block or interrupt VPN connections. In order:
- On iPhone and iPad, tap Find a working connection, or set the protocol to Auto. It tries every protocol and remembers what works.
- Otherwise try AmneziaWG, then REALITY, then CDN.
- Pick a different location.
- Check your internet works with the VPN off, and that your subscription is active in your dashboard.
It connects, but websites don't load
Try another location or protocol first. If you use a custom DNS resolver or the ad blocker, switch DNS back to PremierVPN in the app's settings. On public Wi-Fi, disconnect, open any website to accept the network's sign-in page, then reconnect.
I have no internet after disconnecting
The kill switch blocks traffic while the VPN is reconnecting. Make sure you've disconnected in the app, not just closed it. On iPhone, if iOS still shows a VPN connecting in Settings › VPN, turn it off there. On Windows or Mac, quitting and reopening the app releases the block.
My connection is slow
- Choose a location closer to you.
- Use WireGuard® if your network allows it; it's the fastest. CDN mode is the slowest.
- Run the speed test in the app (Security tab or Settings › Diagnostics) with the VPN on and off to compare.
I can't sign in to the app
Use the same email and password as your PremierVPN account, and check you can sign in on our website first. Forgotten it? Reset your password. If you signed up with Google or Apple on our website, set a password in your dashboard under Settings before signing in to the app.
I've just paid, but I can't connect yet
Your VPN account is created straight after payment, which can take up to a minute. Keep the app open, then try again. If set-up was interrupted, signing in again with the same email finishes it.
My dedicated IP or server isn't showing
Dedicated IPs and dedicated WireGuard® servers are set up within 24 hours; dedicated Xray servers are ready in minutes. You'll get an email when it's ready. Then pull down to refresh the Locations list in the app, or check Your services.
How do I cancel or get a refund?
Cancel any time from Your services. Every plan has a 30-day money-back guarantee: open a ticket within 30 days of buying. If you subscribed in the iPhone app, cancel in iOS Settings › your name › Subscriptions, and request refunds from Apple.
Support asked for my logs
On iPhone and iPad, go to Settings › Diagnostics › Export logs and attach the file to your ticket. Logs contain connection events and errors only: never the sites you visit or your traffic.
Get set up on every device
Step-by-step guides for each PremierVPN app. One account works on all of them.
iPhone & iPad
Auto mode, WireGuard®, AmneziaWG, VLESS and Stealth relay. iOS 17.6 or later.
Manage your account yourself
Most account changes don't need a ticket. Sign in to your dashboard to do them straight away.
Subscribed in the iPhone app?
Apple manages those subscriptions. Open iOS Settings, tap your name, then Subscriptions, or use Manage plan in the app.
30-day money-back guarantee
Not happy? Open a ticket within 30 days of buying for a full refund. App Store refunds are handled by Apple at reportaproblem.apple.com.
Help us fix it first time
Tickets with these details are usually solved in a single reply, rather than a back-and-forth.
- Your device and systemFor example iPhone 15, iOS 18; or Windows 11.
- The app and its versionShown in the app's Settings or About screen.
- Protocol and locationFor example WireGuard®, London; or Auto, Frankfurt.
- What happenedThe exact error message, and a screenshot if you can.
- Connection logsiPhone and iPad: Settings › Diagnostics › Export logs. Logs never include the sites you visit.
- Your networkHome broadband, mobile data, hotel or office Wi-Fi, and which country you're in.
Check your connection yourself
Support for teams, resellers and white-label partners
Priority support for Business plans, custom SLAs, and white-label VPN apps for your brand.
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