While using the app, consider the specific features of your device and follow the guidelines in the documentation for your device.
Kaspersky VPN has the following known issues:
In some cases, the amount of used secure traffic displayed in the app may differ from the amount of secure traffic you actually used. This may happen when you use a high-bandwidth connection.
If you use the free version of Kaspersky VPN and sign in to My Kaspersky, extra secure traffic is added to the standard amount. However, the app may display less secure traffic than you have actually used, and the amount you have used may exceed both the standard limit and the new limit after signing in. As a result, you may get a notification that the traffic limit has been reached even right after more secure traffic is added to your standard amount.
When the app changes the virtual location, the secure connection may be briefly interrupted. Transmitted data is not protected until the secure connection is reestablished.
After you purchase the unlimited version of Kaspersky VPN, in rare instances there may be a delay of several minutes before the app switches to the unlimited version.
If your device changes the network when connecting to the Internet, the secure connection may be briefly interrupted. Transmitted data is not protected until the secure connection is reestablished.
If your device is acting as a hotspot and the Internet connection is secured, other devices connected to your hotspot will not be able to establish an Internet connection. To provide an Internet connection for another device, turn off the secure connection on your device.
Changing the virtual location when visiting websites of banks, payment systems, booking websites, social networks, chats, and email websites could possibly trigger anti-fraud systems (systems intended for analyzing online financial transactions for signs of fraudulent activity).
The VPN can be only used by one app at a time. If there is another app using the VPN on your device, you must turn off the VPN for this app before turning on a Kaspersky VPN in Kaspersky VPN.
On Android 6, if your device has power saving mode on, a secure connection cannot be established.
On some devices, such as Xiaomi, Meizu, or ASUS, after the device is restarted, the app does not reestablish the secure connection if it was active before restart. To enable automatic secure connection on restart of the device, grant Run at startup permission for Kaspersky VPN Secure Connection in the device settings.
On Android 7, the app may restart when Google Play services are updated. In this case, the secure connection may be interrupted for several minutes. Transmitted data is not protected until the secure connection is reestablished. The app can't notify you about the restart.
In rare cases, it may take some time to activate your subscription. To finish the activation process successfully, make sure the device is connected to the Internet and do not sign out of your My Kaspersky account.
On Android 9 or later, the app requests permission to access your device’s location to find information about the Wi-Fi network (SSID and BSSID). The app uses this data to check Wi-Fi networks and turn on VPN. The app does not use the received data to track the device's location.
Without permission to access location, Secure Connection will work not as intended.
To give the app access to the device's location, ensure that the use of location for your device is turned on and then grant access to location – particularly for Kaspersky VPN. On some devices, you need to grant permissions manually.
The name of the section for managing apps may vary depending on the device model and operating system (for example, Apps & notifications).
In the list of apps, find Kaspersky VPN and tap it.
In the Permissions section, turn the Location switch to the ON position.
The internet connection speed may be reduced by more than 50 percent with Kaspersky VPN Secure Connection running. We cannot guarantee the minimum speed of the internet connection.
During data cloning between devices, Kaspersky VPN may work incorrectly on both devices. To solve this problem, we recommend reinstalling the app or clearing the app data.
On some Xiaomi devices, Smart Protection may not work after an OS update. To use Smart Protection, go to the device’s settings (Settings > Apps > Manage apps > Kaspersky VPN > Other permissions) and allow Kaspersky VPN to display pop-up windows while running in the background.
On some devices running Android 10, Kaspersky VPN can’t establish a VPN connection if Data Saver is enabled. You can disable Data Saver in the device’s settings.
If you cannot connect to a certain website or web service using a VPN
Some websites and web services deny access when you try to connect to them through a VPN. Websites and web services may deny VPN access for the following reasons:
Website owners want the licensed content they publish to only be available for a certain country, since there are different offers and prices for different countries.
Website owners want the website to only be visited from a certain region. For example, a lottery is drawn only for a certain country, so access from other regions is forbidden.
There are web services that, for legal reasons, are only available in a particular region (for example, some media services providers or news broadcasters). These web services resist anonymizers and are not available when you use a VPN (or another anonymizer) to reach them.
These web services not only determine the location of the client, but also determine if the client uses an anonymizer. If an attempt to access the web service via an anonymizer is detected, access to the web service is blocked.
If you cannot access a certain website or web service by using a Kaspersky VPN, we recommend contacting Kaspersky Customer Service. Report the web service that is unavailable and from which location. Kaspersky will do our best to resolve the issue.