I have a problem connecting to VPN, what should I do?
  1. Double-check the username and password that you use. Note, that one of the most common issues is that the username or password is incorrectly copied, for example with a blank character.
  2. Check your firewall or antivirus settings. They can block the connection.
  3. Don’t ignore your systems errors. Many times the careful reading of messages helps to fix the problem.
  4. If the problem persists, sign in to your account and submit a support ticket.

    See how to correctly submit a support ticket.

You will receive an answer in maximum 12 hours.

Why is my connection slow?

Like any route, congestion can slow what should be a fast connection to a halt. When you connect to CactusVPN you have to go through your ISP, which then connects you to us. If it happens to take a route that is either very busy or very long it means your connection will be slow. This can happen anywhere along the route although we monitor our network 24 hours a day to ensure we are not the cause.

Why do I have low results on Speedtest.net when connected to VPN?

Speedtest.net is a great service, but it’s not always appropriate for testing your VPN connection speed. Their results depends on many factors because anyone can add his server as a test server and it’s speed could be even lower than your speed. The best way to test your real download speed is to download a popular torrent while being connected to our VPN.

How does firewall or router affect VPN connection?

1723 and 443 TCP ports should be open, also your firewall / router / ISP must allow VPN / PPTP pass-through.

Typical working: embedded Microsoft firewall in Windows, Linksys/D-Link/TP-Link/ASUA Router manufactured after year 2007, ADSL broadband.

Typical not-working: not-Microsoft firewall, Netgear/Trend Router, all router-integrated ADSL modem. If you get error 619 with ADSL connection, please remove home router and disable not-Microsoft firewall software.

Why is the connection slower when I use OpenVPN than while using PPTP or L2TP?

OpenVPN uses strong encryption and it is normal to experience slower connections. If you are not highly concerned with your privacy we advise you to use PPTP or L2TP/IPsec connections.

Why are some ports blocked?

We have had to block certain ports (22 and 25) as some clients were abusing our service. This reduces abuse reports by 100 times which means we'll have more time to make your experience better!

Why can't I send emails using my email client when connected to VPN?

Seems that you use the SMTP for outgoing mail transport, which uses TCP port 25. Many spammers try to profit VPN services for transmitting spam. That's why we blocked the 25 destination port while using our services.

How to correctly open a support ticket?

Sign in to your account and open a support ticket containing following information for us to understand your problem:

  • Your Operating System / device;
  • Country and city/server you are trying to connect to;
  • VPN Protocol you used when tried to connect;
  • Error name/code and a screenshot;
  • If you have problems with OpenVPN protocol please provide us your log from OpenVPN.

You will receive an answer in maximum 12 hours. Also you can email us at support(at)cactusvpn.com.

Why do some websites still detect my real IP address when using VPN?

If your provider supports IPv6 there is a chance that regardless if you are using VPN or not the sites will detect your IP address by your IPv6. In order to avoid that please disable IPv6 from your device.

Why do some websites still detect my real location when using Smart DNS?

There are may be two possible reasons for that:

  1. If your provider supports IPv6 there is a chance that regardless if you are using Smart DNS or not the sites will detect your location by your IPv6. In order to avoid that please disable IPv6 from your device.
  2. Your provider is doing Transparent HTTP proxy or Transparent DNS Proxy.
Why does my antivirus mark the CactusVPN App as suspicious?

Some antiviruses might find our app suspicious. This is usually happening on the first days after an update because some antiviruses build their databases using the number of installs of specific apps. Let’s say our app is installed on less than 20 computers with a specific antivirus. In this case, this antivirus can mark our app as suspicious. It will be marked back as trusted when it will be installed on more computers. So don’t worry, your PC is safe!

Still need help?
Submit a Support ticket