🛟 Help Center

Something wrong? Find the fix by symptom

Start with the most common connection issues across iPhone, Android, Windows and Mac: can't connect, repeated password prompts, frequent drops, slow speed, sites that won't load, plus sign-up, renewal and an unreachable site. Find your symptom and follow the steps. For pre-sales questions about buying, trials or plans, see the FAQ.

Can't connect, or asked for a password every time (most common)

iOS / Android

Tapping Install Certificate or One-tap Connect does nothing and the client never opens (iPhone / Android)

  1. Open the client, go to Settings (menu / gear icon) and find "External Control".
  2. Set it to "Enabled" — this only needs to be done once.
  3. Return to the connection-info page and tap Install Certificate or One-tap Connect again; the client now launches correctly.
  4. The setting is in the same place on iPhone and Android — External Control inside the client settings.
iOS

On iPhone, tapping a line to connect pops up a password prompt, or the connection just fails

  1. Open the client and first tap one line on the connection-info page so the client creates that connection entry (the first attempt fails because the certificate isn't installed yet — this is normal).
  2. Go back to the connection-info page and tap Install Certificate to import it (if a passphrase box appears, leave it blank and confirm).
  3. Return to the client and tap Connect on that line — it now connects without a password.
  4. The order must be create-the-connection-first, then install-the-certificate; reversed, the certificate can't install and it keeps asking for a password.
  5. If it still asks after the certificate is installed: open that connection's edit page, set Certificate to Automatic (or manually pick the one you just imported), save and reconnect.
Android

On Android, installing the client certificate keeps failing and is fiddly, so it won't connect

  1. On Android, skip the certificate and use "account + password one-tap connect".
  2. Tap a line on the connection-info page; the client auto-fills the username (email) and connection password and connects.
  3. Only if you want reconnects to also skip the password, use the optional OpenConnect + passphrase-less certificate method in the "permanent password-free" section at the bottom of the page.
Android

On Android the official app-store link won't open or install, and the APK is blocked by "install unknown apps not allowed"

  1. Download the Android client APK from the direct link on the member panel "Connection Info" page / in-site download center instead of the app store.
  2. If prompted "install unknown apps not allowed", tap Settings, allow this source, then go back and continue the install.
  3. After installing, return to the Connection Info page and continue the connection steps.
Windows / All

Connecting shows "Secure gateway connection failed" / "Cannot communicate with the server" and it just won't connect

  1. On Windows this error is usually local security software blocking the client's network access: first uninstall 360 Total Security and similar security / PC-manager tools, then install the latest client.
  2. Restart the device and try connecting again.
  3. If it still won't connect, switch to a different line, or toggle between "Global" and "Split-route (domestic-direct)" mode and reconnect (Android always uses Global — no split needed).
  4. If none of this helps, open a support ticket in the member panel with your username and a screenshot of the error.
Windows / macOS / Android

The client is misbehaving or won't connect and you want to fully uninstall and reinstall it

  1. Windows: fully uninstall the old client → restart the device (you can also remove leftover Wintun / TAP adapters in Device Manager) → install the latest build from the member panel / in-site download center.
  2. macOS: use terminal commands to completely remove leftover Cisco components before reinstalling (leftovers often cause install failures or glitches; ask support via a ticket for the cleanup commands).
  3. Android: if Cisco Secure Client just won't install or keeps misbehaving (common on older devices), switch to OpenConnect (direct link in the download center) — it connects too.
  4. After reinstalling, return to the "Connection Info" page to re-fetch the profile and establish the connection.

Certificates & set-once, stay password-free (iPhone)

iOS

On iPhone, want to connect once and then never re-enter a password

  1. Install the client and enable External Control in its settings (once only).
  2. Tap a line on the connection-info page to create the connection (the first attempt failing is normal).
  3. Tap Install Certificate to import the certificate (leave the passphrase blank and confirm).
  4. Return to the client and tap Connect; from then on it connects on open and reconnects without ever asking for a password.
iOS

On iPhone it connected password-free before, but now it suddenly asks for a password again

  1. In the client, check certificate status (Diagnostics → Certificates); if the imported certificate is marked expired, that's the cause.
  2. Go back to the connection-info page and tap Install Certificate to re-import a fresh one.
  3. If it still fails, use the "Generate a brand-new certificate" link on the page, then import again.
  4. Reconnect — the password-free experience is restored.
iOS

On iPhone, re-imported a new certificate but still can't connect

  1. Open the client → Diagnostics → Certificates and delete the old ones — the new certificate carries an issue time in its name (e.g. "…(0716-1355)"); keep only the newest dated one and delete the rest.
  2. If they won't clear, uninstalling and reinstalling the client is the most thorough fix (it wipes the certificate store).
  3. Then use the "Generate a brand-new certificate" link on the connection-info page to re-fetch, import and reconnect.
iOS

On iPhone an "Untrusted Server" warning appears when connecting — is something wrong?

  1. This warning is normal — tap Continue and the connection proceeds as usual; it does not affect use.
  2. For better resilience each line uses a per-user random sub-domain that may not exactly match the presented server certificate name, which is why the notice appears — this is expected.

Frequent drops, screen-off disconnects & restricted networks

All

On certain networks you keep failing to connect, drop often, or it's unstable, and want a steadier mode (Super Tunnel)

  1. On the connection-info page find the "Super Tunnel (steadier / backup)" switch and turn it On (it's off by default and must be enabled manually).
  2. Disconnect and reconnect once — Super Tunnel uses a separate connection name, so a new connection entry is created; it's more resilient and steadier on poor networks (slightly slower).
  3. On iPhone you can keep it on if needed; once back on a normal network, turn it off to return to the faster default mode. On Android, use the same switch.
iOS / Android

The connection drops after the screen turns off or the app sits in the background (iPhone / Android)

  1. iPhone: this is a system limitation and is normal — while the screen is locked the system suspends all background encrypted connections to save power. It resumes automatically the first time you use the network after unlocking, and you do not need to enter your password again. No action is needed.
  2. If the very first page after unlocking does not load, wait a moment or pull to refresh; if it stays unreachable for a long time, bring the client to the foreground once and it recovers immediately.
  3. Android: System Settings → Battery → find the client → choose "Unrestricted / allow background" (on Xiaomi set the power policy to No restrictions; on Huawei / OPPO / vivo allow background activity and lock it in recents so it isn't cleared).
  4. Samsung: Settings → Connections → More connection settings → turn off "Smart network switch".
  5. If it drops on a weak network, turn on "Super Tunnel (backup)" and reconnect (steadier, slightly slower).
All (Cisco Secure Client)

What client settings are recommended for a steadier, more hassle-free connection

  1. In Cisco Secure Client / AnyConnect settings, turn on "Minimize on connect" so the window tucks away after connecting.
  2. Turn off "Captive Portal Detection" to avoid false triggers that repeatedly interrupt the connection.
  3. Turn off "Launch at startup" — connecting manually when needed is more predictable.
  4. Turn off "Local LAN access" to reduce conflicts with your local network.
  5. On the first connection the client may say the server name and the certificate do not match exactly — that is expected, because each user has their own access address. Tap Continue in the dialog. Leave the client’s own server-verification setting switched on: with it off, anyone on an unfamiliar network (public Wi-Fi, hotel networks) could impersonate our server. If unusual warnings keep appearing on such a network, switch routes or contact support.

Slow speed, route modes & sites that won't load

All

Want to switch between Global and Split-route (domestic-direct), or some domestic sites/images won't load after connecting

  1. Open the client's connection-info page and switch between "Global" and "Split-route (domestic-direct)" in the mode selector: Global sends all traffic through the encrypted line; Split-route keeps domestic traffic direct and only sends cross-border access through the line.
  2. After switching, you must disconnect and reconnect once for the new mode to take effect.
  3. If images on some domestic sites won't load after connecting, switch the current mode to the other one and reconnect; also confirm the client is the latest version and re-fetch the connection profile on the connection-info page.
  4. On Android use "Global" mode (the page defaults to and locks Global and hides split) — the Android client doesn't support split routing; if you truly need domestic sites to go direct, use split mode on iPhone or desktop instead.
  5. If a few specific sites still misbehave, report the exact URLs via a ticket in the member panel so it can be diagnosed.
All

After connecting, speed is slow with buffering or high latency

  1. First try switching modes: Split-route (domestic-direct) avoids detouring domestic traffic and is usually faster.
  2. Pick a different line/node on the connect page and reconnect, choosing one closer to you or less busy.
  3. If your network is restricted, enable "Super Tunnel" for better stability.
  4. If you still can't reach the speed you need, consider upgrading to a plan with a higher peak rate (peak rates differ by tier).

Desktop connections (Windows / Mac / Linux)

Desktop (Windows)

How do I connect on Windows desktop, and why does pasting the whole address with the "/?…" suffix into Host cause a port error?

  1. Install the AnyLink client (download area of the member panel; one build for Win / Mac).
  2. Create a connection: put only the server address host:port from the connection-info page in the Host field — do not include the /? suffix.
  3. Set Username to your email and Password to the "connection password" shown on the page (note: not your site login password).
  4. If the address carries a /? suffix, put that suffix part into AnyLink's separate "Secret" field, then connect (AnyLink remembers the password afterwards).
Desktop (Mac)

How do I connect on Mac, and can I avoid entering a password each time?

  1. Normal connect: install AnyLink and connect with account + password (Host = server address, Username = email, Password = the connection password).
  2. For password-free: use the command line — first run brew install openconnect.
  3. Then run the openconnect connect command with the downloaded .p12 certificate; if it asks for a passphrase, just press Enter (it's empty).
Linux / command line

How to connect on Linux or from the command line

  1. In the terminal run apt install openconnect (use your distro's package manager on other systems).
  2. Get the server address, connection account (email) and connection password (not your login password) from the member panel "Connection Info" page.
  3. Run openconnect with the server address, then enter the connection account and password when prompted (on macOS you can also install the openconnect CLI via Homebrew — see the Mac entry in this section).

Account, sign-up, renewal & an unreachable site

All

During sign-up, or when tapping "Get code", it shows "Invalid code" and you can't finish registering

  1. Refresh the sign-up page and try once more, confirming your network works.
  2. If it keeps showing "Invalid code" (note: not "Invalid email verification code"), the problem is the human-verification step, not the email code you typed.
  3. This needs to be handled on the operations side; report it via a support ticket in the member panel with the time and your account email.
All

The email verification code never arrives during sign-up

  1. Confirm the email address is correct and check the spam / promotions folder.
  2. Wait 1-2 minutes, then tap "Get code" again (avoid rapid repeated taps that trigger rate limiting).
  3. If the address is correct, spam is empty, and it still never arrives, open a support ticket in the member panel with your sign-up email so it can be investigated.
All

Forgot the connection password, or don't know where to find the connection account and password

  1. Log in to the member panel and open the "Connection Info" page.
  2. The page shows the connection account and connection password, with tap-to-copy.
  3. Note: the connection password is separate from your panel login password — don't mix them up; if you still can't connect, open a support ticket.
All

After the account expires or is suspended it can't connect, or gets disconnected shortly after connecting

  1. In the member panel, check the account status and expiry date.
  2. Purchase or renew a plan to restore validity.
  3. After a successful renewal, reconnect to restore service; if you're still dropped briefly, wait a moment for the status to sync, then reconnect.
All

The number of simultaneous devices hit the limit, so a new device can't connect or an old one gets kicked off

  1. Each plan allows a different number of simultaneous devices — check your current plan's device count in the member panel.
  2. Disconnect devices you no longer use to free a slot; if you regularly need more devices, upgrade in the member panel to a plan with a higher simultaneous-device count.
All

Want to try it free before deciding to buy, and don't know how to get the trial

  1. Simply register an account.
  2. On successful sign-up, a 24 hours free trial is granted automatically, with no extra steps to claim.
  3. Connect using the credentials on the client's connection-info page to start; you can buy a plan anytime within the 24 hours to continue.
All

You hit a problem and want to contact support but don't know where to submit

  1. Log in to the member panel.
  2. Go to the "Tickets" page and open a new ticket describing your issue (include your account email, the time it happened, and your device/OS).
  3. Support replies inside the ticket; watch the ticket status in the panel and email notifications.
All

The official site / member panel URL won't open and the page fails to load

  1. Get the latest working address from our backup channel first: the official Telegram channel https://t.me/+oyPQHz8CL5M3MmU0 (worth following in advance).
  2. Services that are already connected are unaffected by the site being unreachable and keep working.
  3. Once you have a working address, sign in to the member panel to renew or manage your account. Sessions that are already connected keep working even while the site is unreachable.

Still stuck? Open a ticket in your account. Pre-sales questions → FAQ · Setup steps → Setup guide