How to troubleshoot when you can’t activate the app

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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
or
Unable to verify activation code
or
This activation code has either expired or is incorrect. Please log in to our website to get your correct activation code and try again

Please try these troubleshooting steps to activate your ExpressVPN account. You can also contact the ExpressVPN Support Team for immediate assistance.

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Troubleshooting steps for Windows
Troubleshooting steps for Mac
Troubleshooting steps for Linux
Troubleshooting steps for Android
Troubleshooting steps for iOS


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, 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.

For any further issues, contact the ExpressVPN Support Team for immediate assistance.

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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.

For any further issues, contact the ExpressVPN Support Team for immediate assistance.

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Troubleshooting steps for Linux

Click on the Network Manager icon on the top-right portion of your screen.

Point to VPN Connections, and then click Configure VPN…

configure vpn

Click on the Add button.

add network connection

For the Connection Type, please select Point-to-point Tunneling Protocol (PPTP).

Click Create…

Specify a Connection name (can be anything).

For the Gateway setting, use one of the server addresses specified under the Manual Configurations section of your ExpressVPN setup page. (Use this tutorial to find the server addresses.)

Enter the User name and Password as provided in your Manual Configurations settings.

enter username and password

Click on the Advanced… button.

Check “Use Point-to-Point encryption (MPPE)” option.

use point-to-point encryption

Click OK, and then click on Save…

Close the Network Manager applet.

Click on the Network Manager icon on the top right hand of your screen.

Point to VPN Connections, and then click on the VPN profile that you’ve just created, to start the connection process.

During the connection process, the network icon will blink for about 10-30 seconds.

Once you are connected to ExpressVPN, you will see a “lock” on the network icon.

For any further issues, contact the ExpressVPN Support Team for immediate assistance.

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Troubleshooting steps for Android

To resolve this issue on Android, try to uninstall ExpressVPN. Instructions on how to uninstall can be found here.

Restart your Android device.

Install ExpressVPN according to these instructions.

For any further issues, contact the ExpressVPN Support Team for immediate assistance.

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Troubleshooting steps for iOS

To resolve this issue, try to reinstall your ExpressVPN configuration.

Tap on the About menu (≡) in the ExpressVPN app to access the Settings menu.

tap menu

Under SETTINGS, tap Reinstall VPN Configuration.

reinstall configuration

A notification will pop up. Tap OK.

tap ok

The app will notify you: ‘”ExpressVPN” Would Like to Add VPN Configurations’. Tap Allow to continue.

allow new configurations

Use your Touch ID or enter your passcode to add the VPN configurations.

id check

Your VPN configuration should be reinstalled now.

For any further issues, contact the ExpressVPN Support Team for immediate assistance.

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