Surfshark is one of the most reliable VPN services, offering robust online security, privacy features, and the ability to bypass geo-restrictions. However, like any software or service, it’s possible to encounter issues that might prevent Surfshark from working as expected. Whether it's connection problems, slow speeds, or connectivity errors, this guide will help you resolve common issues when Surfshark is not working.

Common Reasons Why Surfshark Might Not Be Working

Several factors could contribute to Surfshark not functioning properly. These can range from simple connection issues to more complex software or settings conflicts. Below are the most common reasons why Surfshark might not be working:

1. Weak or Unstable Internet Connection: A poor internet connection can prevent Surfshark from establishing a stable VPN connection.
2. Outdated App or Software: An outdated version of the Surfshark app or your device’s operating system might cause compatibility issues.
3. Firewall or Antivirus Conflicts: Sometimes, firewall settings or antivirus software can block Surfshark’s connection.
4. Server-Specific Issues: A specific Surfshark server might be down or experiencing issues.
5. Incorrect Account or Subscription Status: Problems with your subscription or account can prevent you from connecting to Surfshark.
6. DNS or IP Address Leaks: Incorrect DNS settings or IP address leaks can affect your privacy and VPN connection.

How to Fix Surfshark Not Working Issues

1. Check Your Internet Connection

Before troubleshooting Surfshark itself, ensure your internet connection is stable and working properly:

• Test Your Connection: Run a speed test to check for any internet issues. If you’re unable to browse or use other online services, the problem might lie with your internet connection and not Surfshark.
• Restart Your Router: Unplug your router, wait for about 30 seconds, and plug it back in to restart your connection.
• Switch to a Wired Connection: If you’re using Wi-Fi, try switching to a wired connection to eliminate potential interference.

2. Update the Surfshark App

Using an outdated version of the Surfshark app can cause connectivity issues:

• Update the App: Go to your device’s app store (Google Play Store for Android, App Store for iOS) and check for updates. Install the latest version to ensure optimal performance.
• Update Your Device's Operating System: Ensure that your operating system is up to date. Some versions of macOS, Windows, or other OS may have compatibility issues with older versions of Surfshark.

3. Check for Firewall or Antivirus Conflicts

Firewall settings and antivirus software can sometimes block VPN connections. To resolve this issue:

• Disable Antivirus Software Temporarily: Disable your antivirus and check if Surfshark works. If it does, add Surfshark to the list of exceptions in your antivirus software.
• Allow Surfshark Through the Firewall: Ensure that Surfshark is not being blocked by your firewall. You may need to configure the firewall to allow connections from the Surfshark app.

4. Change Your Server or Protocol

If you are experiencing slow speeds or connection issues with a specific server, try switching to a different one:

• Switch to a Different Server: Open the Surfshark app and connect to a different server. Some servers may be overloaded or temporarily down, so switching can help.
• Change VPN Protocol: Surfshark offers different protocols (e.g., WireGuard, IKEv2, OpenVPN). You can change the protocol in the app settings. Try switching to another protocol to see if that resolves the issue.

5. Log Out and Log Back Into Your Account

Sometimes, logging out and logging back into your Surfshark account can fix connection or authentication issues:

• Log Out: Open the Surfshark app, go to settings, and select Log Out.
• Log Back In: After logging out, enter your credentials to log back into your account. This can help re-authenticate your connection.

6. Clear DNS Cache or Change DNS Settings

DNS issues can cause connectivity problems with Surfshark. Here’s how you can clear your DNS cache or change your DNS settings:

• Clear DNS Cache: On Windows, you can clear the DNS cache by opening the Command Prompt and typingipconfig /flushdns.
• Change DNS Settings: You can also try changing your DNS server settings. Use a public DNS service like Google DNS (8.8.8.8 and 8.8.4.4) or Cloudflare DNS (1.1.1.1) to improve connectivity.

7. Check Your Subscription Status

If you're encountering problems logging in or connecting, it might be due to issues with your Surfshark subscription:

• Check Your Subscription: Log in to your Surfshark account on their website and ensure that your subscription is active. If it’s expired or there is an issue with your payment method, you may experience connectivity issues.
• Contact Support: If you’re unsure about your subscription status, contact Surfshark customer support for clarification.

8. Disable VPN on Your Router

If you are using Surfshark on your router, try disabling the VPN to see if that resolves the issue. Some routers might have conflicting settings or limitations when it comes to VPN connections.

9. Reinstall Surfshark App

If none of the above steps resolve the issue, reinstalling the Surfshark app might fix any app-related bugs:

• Uninstall Surfshark: On your device, uninstall the Surfshark app.
• Reinstall the App: Go to your app store and reinstall the latest version of the Surfshark app.

When to Contact Surfshark Support

If none of the above solutions work, it may be time to reach out to Surfshark’s customer support team. You can contact them through live chat or email for further assistance.

• Provide Details: When contacting support, provide as much detail as possible about the issue. This can include error messages, device information, and the troubleshooting steps you’ve already tried.
• Request a Refund: If the service still doesn’t work for you, Surfshark offers a 30-day money-back guarantee, which means you can request a full refund if you’re unsatisfied with the service.

Conclusion

If Surfshark is not working, there are several troubleshooting steps you can follow to resolve the issue, from checking your internet connection to changing server settings and updating the app. By systematically working through the potential causes of the problem, you can often restore Surfshark’s functionality and resume secure browsing.

Should the issue persist, don't hesitate to reach out to Surfshark’s customer support team for assistance. They’re available to help you with more advanced troubleshooting or to resolve any account-related issues.