Troubleshooting an L2TP/IPSEC connection that won't connect

If your Hybrid VPN won't connect, work through these common causes:

1. Check the pre-shared key — the shared secret must match exactly (it is case-sensitive). Re-copy it from your provisioning email.
2. Check username and password — re-enter them carefully; a stray space is a common culprit.
3. Confirm the VPN type — it must be set to L2TP/IPSec with pre-shared key (not plain L2TP or IKEv2).
4. Server address — use exactly the address or vanity hostname supplied; a typo will fail silently.
5. Local network/firewall — some restrictive networks (and a few home routers) block the ports L2TP/IPSEC uses. Try a different network, such as a mobile hotspot, to rule this out.
6. Newer Android — if the built-in L2TP option has been removed by your manufacturer, ask support for a compatible client.

If it still won't connect, raise a support ticket with the device and operating system you are using and the exact error, and our UK engineers will help.