How to troubleshoot when you can’t activate the app

To use our apps and configurations, please sign up for an ExpressVPN account first.

Occasionally, when you try to activate your ExpressVPN account, you may receive one of the following messages:

Sorry, we ran into an error trying to configure your account on this computer.

Unable to verify activation code.

Please try these troubleshooting steps to activate your ExpressVPN account.

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Troubleshooting steps for Windows
Troubleshooting steps for Mac


Troubleshooting steps for Windows

  • Make sure you have the correct date and time set on your computer.
  • Disable your antivirus and firewall before activating, including Windows Defender.
  • Pause Kaspersky antivirus if you are using it.
  • Restart your computer and then try again to activate the account.
  • In AVG, add expressvpn.exe to your Exemptions list.

If the problem persists, please do the following:

  1. Go to Control PanelNetwork and InternetNetwork and Sharing CenterChange Adapter Settings.
    • Or you can copy and paste the following into your file explorer address bar:
      Control Panel\Network and Internet\Network and Sharing Center
  2. Right-click on the active network connection and click Properties.
  3. In the Networking tab, select Internet Protocol Version 4 (TCP/IPv4) and click Properties.
  4. Select the option that says Obtain DNS server address automatically.
  5. Click OK and OK.
  6. Try activating your ExpressVPN account again.

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Troubleshooting steps for Mac

Make sure you have the correct date and time set on your computer.

  1. Open a Terminal console (Applications > Utilities > Terminal).
  2. Run the following command (copy and paste from sudo to ExpressVPN/): sudo chown [username] ~/Library/Application\ Support/ExpressVPN/ where [username] is your username on the Mac.
  3. When prompted for your admin/sudo password, enter your login password to the computer (you won’t see anything while typing, but it’s there).
  4. When the command is executed with no errors, close the Terminal.
  5. Start ExpressVPN and try again to activate the account.

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