Surfshark not working or not connecting? How to fix it

When Surfshark hangs on "Connecting", throws "Connection failed", or connects while pages refuse to load, the culprit is usually one dead server, a network that filters VPNs, or a tool on your own device. Work through it in order: pick locations manually instead of Quick connect, test on another network, cycle all protocols in VPN Settings, then sort out IPv6, DNS and security software. On networks that hunt VPNs, use NoBorders or a manual setup; after that, the 24/7 live chat.

Server, network or app: finding where Surfshark fails

Quick connect can keep landing you on the same broken machine, so choose cities yourself. Surfshark suggests testing at least five locations before assuming the worst: a single failing city points to server maintenance, while everything failing points at the protocol or the network. Switch Wi-Fi to mobile data or a phone hotspot: a tunnel that forms there makes your router or ISP the suspect. Restart the device, and confirm the internet works without the VPN at all. Surfshark's help centre has a dedicated article with guides per operating system.

Switching protocol in Surfshark's VPN settings

ISPs and corporate networks can block specific protocols, so the fix is brute force: try every option under Settings > VPN Settings > Protocol. Surfshark offers three families and no obfuscated protocol of its own.

Surfshark's blog notes that OpenVPN gets around some accidental network restrictions, a reasonable next step whenever WireGuard refuses.

IPv6, DNS and router filters

Surfshark doesn't support IPv6, and the company advises disabling it. On a PC that's a system setting; on iPhone or iPad there is no toggle, so you either switch IPv6 off on the router or have the ISP do it. If the tunnel forms but flickers, a custom DNS on the device often steadies it. Watch the router too: provider features like parental controls or a "Safe DNS" mode can silently break the connection, and turning those off is part of the official checklist.

Antivirus, other VPN apps and outdated versions

Antivirus software may treat Surfshark's network changes as a threat. Adding the app to the exclusions list fixes that without weakening protection. A second VPN app or a device-wide ad blocker fights it for network control; disable or uninstall it, then reboot. Update an old build first, and if you're already current, reinstall. On Android, swapping the Google Play build for the APK from Surfshark's site, or the reverse, sometimes ends the loop.

Surfshark connected but no internet

The kill switch ships on Android, iOS, macOS, Windows and Linux. Its job is to block all traffic whenever the tunnel drops, so "connected but nothing loads" can be the switch doing exactly what it promises. Surfshark itself says the kill switch and leak protection can glitch, and that a full reboot clears the stuck state.

Restricted networks and countries: NoBorders and manual setup

NoBorders is the obfuscation mode for networks and countries that restrict VPN use, available on Android, iOS, macOS and Windows. It's the main reason our censorship bypass sub-index rates Surfshark at 1.9 of 10: points only for that mode, zero for newer anti-DPI protocols, and no promises for heavily censored countries. The fallback is manual connection: third-party OpenVPN clients that still use Surfshark servers, plus a separate WireGuard manual for China. For providers built specifically around obfuscation, see our stealth VPN ranking.

Streaming errors while Surfshark is on

Surfshark publishes no specific claim for Netflix, BBC iPlayer, Disney+ or Prime Video, so access is not promised. Streaming services ban server IPs individually, so the official fixes are: reconnect to a different city within the same country, clear the app or browser cache (reinstall the app on iOS), disable phone location services, try a private browser window, and run Surfshark's DNS leak test expecting "Connected and safe".

Contacting Surfshark support

Live chat runs 24/7, email handles tickets, and there is no phone line. Come prepared with your device, app version, the protocols you cycled through and the locations you tested, and you'll avoid the first round of scripted questions.

Surfshark connection FAQ

Is Surfshark down today?

Surfshark publishes no public server status page in VPNRadarLab's data. If several countries fail on two different networks, ask live chat to confirm an outage.

Why does Surfshark block my internet?

The kill switch holds traffic after a dropped tunnel. Reconnect, and if that fails, reboot.

Why does Surfshark keep disconnecting?

An unstable tunnel usually responds to a different protocol, IPv6 switched off, or a custom DNS.

Surfshark fix order at a glance

Hand-pick locations, test on a hotspot, rotate all four protocols, disable IPv6, review DNS and router filters, add the app to your antivirus exclusions, uninstall competing VPNs and update. On filtered networks move to NoBorders or manual OpenVPN; still stuck after that, live chat is the last stop. Our VPN not working hub covers other providers. Surfshark scores 5.3 of 10, 8th in our main ranking, with 4,500+ servers across 100 countries and unlimited devices per account.