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 computerorUnable to verify activation codeorThis 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 ExpressVPN app for routers


Troubleshooting steps for Windows

Please perform the following steps first, checking that you can activate the app after each action:

  • Make sure you have the correct date and time set on your computer.
  • Disable your antivirus and firewall before activating the app, including Windows Defender.
  • Add ExpressVPN to your list of firewall or antivirus exceptions.
  • Sign in to your ExpressVPN account, go to Set Up ExpressVPN, and download the latest version of the ExpressVPN app.
  • Make sure you copy and paste your activation code instead of manually typing it.
  • Restart your computer and then try again to activate the account.

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

First, please make sure you have the correct date and time set on your computer. Try to activate the app after your computer’s settings are correct.

Sign in to your ExpressVPN account, go to Set Up ExpressVPN, and download the latest version of the ExpressVPN app.

If that does not work:

  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

Please perform the following steps first, checking that you can activate the app after each action:

  • Make sure you have the correct date and time set on your computer.
  • Disable your antivirus and firewall before activating the app.
  • Add ExpressVPN to your list of firewall or antivirus exceptions.
  • Sign in to your ExpressVPN account, go to Set Up ExpressVPN, and download the latest version of the ExpressVPN app.
  • Make sure you copy and paste your activation code instead of manually typing it.
  • Restart your computer and then 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 Android

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

Restart your Android device.

Install the latest version of ExpressVPN according to these instructions. If you cannot download the ExpressVPN app, try the manual setup 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.

If that does not work:

Sign in to your ExpressVPN account, go to Set Up ExpressVPN, and follow the instructions for downloading the latest version of the ExpressVPN app.

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

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Troubleshooting steps for ExpressVPN app for routers

If you cannot activate your app after logging into www.expressvpnrouter.com and entering your activation code, please:

  1. Select ExpressVPN Help & Support in the left-side menu.
  2. Click the Reset to Factory Settings button.
  3. Click Reset to Factory Settings again to confirm the reset.
  4. Wait for the reboot to finish and then log in to the ExpressVPN app for routers site again.
  5. Enter your activation code then hit Activate.

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

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