How do I resolve connection issues?

First, make sure you have the latest version of TunnelBear.
Go to our downloads page to grab the latest version of TunnelBear for your device. This will ensure TunnelBear includes the most recent bug and security fixes. Also, the re-install will reset the application settings on your device which can sometimes correct various issues.

Next, try switching TunnelBear OFF and back ON again.
It might sound simple, but try toggling TunnelBear OFF, rebooting the device and turing TunnelBear back ON again to ensure a connection has been established correctly.

Also, make sure you didn’t run out of free data (if you're a free user). 
See this article to make sure you have enough data left.

Uninstall or disable other VPN applications.
If you were using a VPN application other than TunnelBear before you installed TunnelBear, try uninstalling those applications before trying to use TunnelBear.

If you’re using a corporate VPN please ensure it is disabled before attempting to use TunnelBear.

Check to see if we’re doing any scheduled maintenance via Twitter.

Desktop computers/laptops (Windows, Mac OS X)
Uninstall or disable third-party applications
Make sure other applications on your device are not interfering with TunnelBear’s ability to connect. Some examples of things that can sometimes cause conflicts are: anti-virus, anti-malware, firewall, security, optimization or any kind of system tweak tool.

If you do have these kinds of apps running, try temporarily disabling them during troubleshooting.

Try switching Wifi networks
If you’re using a portable computer, try using a different Wifi network. If you’re using a desktop computer try switching from Wifi to a wired connection (or vice-versa).



iOS (iPad, iPhone, iPhone)
Try switching Wifi networks
Try using a different Wifi network. If possible, try switching to mobile data (LTE, 4G etc.) to see if that helps.

Reinstall the VPN profile
  1. Open the app, click on the menu button (three horizontal lines) in the top left corner
  2. Click on Reinstall Profile
  3. You will be given the option to 'Choose a way to tunnel'
  4. Follow the prompts

Make sure your device isn’t jailbroken
Customizing your device’s operating system can change all sorts of important system settings. These changes can sometimes prevent TunnelBear working correctly. We recommend using a non-jailbroken device to prevent such issues.



Android

Try switching Wifi networks
Try using a different Wifi network. If possible, try switching to mobile data (LTE, 4G etc.) to see if that helps.

Make sure your device isn’t running custom/rooted firmware
Customizing your device’s operating system can change all sorts of important system settings. These changes can sometimes prevent TunnelBear from working correctly. We recommend using a stock ROM to prevent such issues.


Browser extension
Uninstall or disable other third-party extensions
Make sure other extensions (especially ones that provide a similar function to TunnelBear) are disabled whilst trying to connect. The TunnelBear browser extension is designed to detect if a conflicting extension is present, however If you discover that a specific extension is causing issue with TunnelBear, please let us know!

Try clearing your browser’s cache and cookies

Make sure your browser is able to use cookies
The TunnelBear extension uses a standard cookie to ensure you are authenticated throughout both the extension and website.

Please make sure that your browser is not configured to delete cookies automatically when exiting the browser. Alternatively please ensure that any third party cleaner/privacy extensions or apps are not set to automatically remove browser cookies. Lastly, please ensure cookies are enabled in browser settings.

See the following articles for more details:

Try using the TunnelBear app instead
If none of the above suggestions apply it's likely you are connecting via a network/internet provider that is configured to block connections to secure proxy servers. In this case we recommend trying the TunnelBear application which is more resistant to censorship and blocking. For more info on the differences between the extension and the desktop app, see this article