No connection
If VPN does not go to the “Connected” state, start with regular Internet, permission to VPN and the availability of the selected location.
Start checking →Help with connection
Hiro VPN not
connects?
If Hiro VPN does not work, please disconnect it first and check your regular internet. Then select your symptom: there is no connection, sites do not open, or the connection is lost. Below are checks for iPhone, Android and Windows.
What exactly doesn't work?
Connected, but sites do not open
Check several sites and another location. If the problem is only in one application, look at the list of exceptions and its settings.
Check access to sites →The connection is lost
Note whether this happens when the screen is locked, Wi-Fi is changed to a mobile network, or after the same amount of time after connecting.
Find the cause of the break →Check three things first
- Does the Internet work without VPN?
Disable VPN and check the availability of a regular site, such as the weather page. If the network does not work on its own, first restore the connection.
- Does the problem occur everywhere?
Compare several common sites. An error on one site and the lack of Internet in all applications are different situations. Check another available network, such as Wi-Fi instead of mobile internet.
- Is the application up to date?
Check the update from the official source, the remaining free traffic or subscription status and support messages. Restart the application. If a connection choice is available, try another option.
Check one change at a time
VPN is connected, but the Internet does not work?
After each step, open the same site again. This way it will be clear which change helped. If the Internet is also unavailable without VPN, you first need to restore the normal connection.
Only one site does not open
Open another site in the same browser. If it works, check to see if the problematic site or application is added to the exceptions Hiro. Then try another location.
If other resources are available, the reason may be on the side of a specific site. Write down its address and error text for support.
Nothing opens after connecting
Check the remaining free traffic or subscription status. Terminate other VPN connections, reconnect Hiro and try the saved “Best Configuration” or another available location.
Repeat the test on a different network. The result will show whether the problem depends on your Wi-Fi or mobile operator.
Wi-Fi works, mobile network does not
Disconnect VPN, switch network and reconnect to Hiro. Different operators use different routes and restrictions, so it's worth checking your old connection again.
If the problem persists for only one operator, please inform support of its name, city and selected server.
The connection disappears in the background
Check if the break coincides with the screen turning off or battery saving enabled. On Android look at the background work restrictions specifically for Hiro.
If the connection is lost even with the screen on, compare another network and server. Share results with support, so as not to repeat the checks.
If VPN does not work on iPhone
Check the permission of VPN and connection status in the settings of iOS. Make sure another VPN application is not trying to connect at the same time. On your work device, confirm profile changes with the administrator.
Don't delete profiles or reset all network settings as a first step. Apple has instructions for checking network problems and VPN.
VPN to Android is disabled
Open the app and check the system permission for VPN. If the connection breaks after turning off the screen, look at the background settings of the application: the names of the items depend on the phone manufacturer.
Update APK only from the official source. If the problem appears after the update, make a note of the application version to contact support.
VPN on Windows does not work
Restart the application and check the network connection status. If you are using multiple VPN clients, terminate the other connection before trying again.
Do not disable your antivirus or firewall entirely. If the system shows an error, write down its text and pass it on to support.
We'll help you faster
What to tell support
Describe what happened. Do not send passwords, payment information or connection keys.
- Device, OS version and Hiro
- Wi-Fi or mobile network, operator
- When and at what step does the error occur?
- Error text and checks already performed
Frequently asked questions about connection
Why does VPN work through Wi-Fi, but not through mobile internet?
These are different networks with different routes and restrictions. Run the “Best Configuration” selection again, then check several locations. If your carrier is restricting normal routes, try Backup Access and let support know which network is causing the error.
What does "Whitelists Enabled" mean?
This is how the application reports network restrictions under which only a portion of the resources are available. Try "Backup Access". If other servers do not appear, please restart and update the application, then contact support inside Hiro.
Why does it say “Limit reached”?
Limit traffic refers to the special “Backup Access” server and is counted separately. Check your balance in the app or select another available server. The regular subscription can remain active.
Will reinstalling the application help?
First try updating, restarting and reselecting the “Best Configuration”. Do not delete application data unless necessary: for diagnostic purposes, it is more useful to save the version and error text, then discuss further actions with support.
What should I do if after payment VPN does not work?
Check your subscription status in Hiro. If the payment has already gone through, do not pay it again right away. Open instructions for payment and subscription or write to a specialist inside the application.
In-app help
Living specialists.
Every day.
The Hiro team responds daily from 10:00 to 18:00 Moscow time - seven days a week. We will help with installation, connection and subscription issues.
Open the support section in the application and write your question.
To help you figure it out faster, please indicate your device, application version, and error text.
Want to try Hiro?
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and registration
Select an application for your device.