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Contact ExpressVPN Support if you need help.
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This guide will show you what to do if the ExpressVPN app on your device is:

  • Taking too long to disconnect
  • Stuck on “disconnecting”

After each step, check if the issue is fixed. If the issue is fixed, you can skip the rest of the steps.

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1. Download the latest version of ExpressVPN
2. Change your VPN protocol
3. Restart your device
4. Reinstall the ExpressVPN app
5. Contact the ExpressVPN Support Team

1. Download the latest version of ExpressVPN

Check whether you are using the latest version of the ExpressVPN app. If not, download the latest app version for your device.

Set up your ExpressVPN app:

Need help? Contact the ExpressVPN Support Team for immediate assistance.

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2. Change your VPN protocol

VPN protocols are the methods by which your device connects to a VPN server. For the best experience, ExpressVPN recommends using the Automatic protocol option. This is selected by default and automatically picks the protocol most appropriate for your network.

If you have issues disconnecting from the VPN, try changing your VPN protocol in the following order (if available):

  1. Lightway – TCP
  2. Lightway – UDP
  3. OpenVPN – TCP
  4. OpenVPN – UDP
  5. IKEv2
  6. L2TP/IPsec
Important: L2TP/IPsec provides weak security benefits and should only be used for anonymization or changing locations.

How to change the protocol for the…

Need help? Contact the ExpressVPN Support Team for immediate assistance.

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3. Restart your device

  1. Restart your device.
  2. Launch the ExpressVPN app.
  3. Try connecting and disconnecting to see if the issue is resolved.

Need help? Contact the ExpressVPN Support Team for immediate assistance.

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4. Reinstall the ExpressVPN app

  1. Uninstall your app.
  2. Install and set up your ExpressVPN app:

Need help? Contact the ExpressVPN Support Team for immediate assistance.

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5. Contact the ExpressVPN Support Team

If you have tried all the steps above but your internet speed is still slow, contact the ExpressVPN Support Team for immediate assistance.

You can also submit your diagnostic information, which may reveal the cause of your issue, through the ExpressVPN app. The ExpressVPN Support Team will contact you after receiving your information.

  1. Click Menu icon. > Help & Support > Diagnostic Information.
  2. Click Contact Support.
  3. In the text box, provide information on the issue you are having.
  4. Check the box next to Include details about recent connection errors or Include diagnostic information.
  5. Click Send to Support.
  6. Wait for a response from the ExpressVPN Support Team via email.

  1. Tap Menu icon. > Help & Support.
  2. Tap Email us.
  3. In the text box, provide information on the issue you are having.
  4. Toggle Include diagnostic information on.
  5. Tap Send icon.
  6. Wait for a response from the ExpressVPN Support Team via email.

  1. Tap Help > Email us.
  2. In the text box, provide information on the issue you are having.
  3. Tap Submit.
  4. Toggle Include diagnostic information on.
  5. Wait for a response from the ExpressVPN Support Team via email.

Need help? Contact the ExpressVPN Support Team for immediate assistance.

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