1. Live Chat, VPN Setup, Troubleshooting | NordVPN Customer Support
  2. Troubleshooting and VPN issues
  3. Problems accessing websites and content

I can't access websites, or apps are not working

Problem

You are unable to visit one or more websites, or specific apps do not work while connected to NordVPN.

Common symptoms

  • Websites appear to be stuck and never finish loading.
  • Instead of loading the website, your browser shows a “This site can’t be reached” error.
  • You see errors like “403 Forbidden.”
  • Website-specific content does not load, for example, pictures or videos
  • The e-shop cart payment process gets stuck or fails 
  • The app opens, but doesn't load content properly.
  • The app is unable to send or receive data.
  • Certain app features aren’t working.

Troubleshooting steps

  1. Pause the VPN connection and check if you can access the website while not connected to a NordVPN server.
     
    • If it is accessible:
       
      • Perform a NordVPN DNS leak test. To ensure you’re properly connected to NordVPN, look for the “Connected to NordVPN” message. If you see it, go to step 2. If you do not see it, there might be an issue with your connection:
         
        • Turn off the Custom DNS feature in the NordVPN app. Additionally, make sure to disable any Custom DNS on the router. If you are connected without NordVPN DNS servers active, it is expected that some websites might not work correctly.
           
    • If it is not accessible, proceed with step 2.
       
  2. Try to connect to different server locations by clicking on the country you would like to connect to in the NordVPN application.
  3. Temporarily turn off Threat Protection features for NordVPN applications to see if they’re causing issues:

    •  

      • For NordVPN Windows apps and macOS apps downloaded from the NordVPN website, disable NordVPN Threat Protection Pro™: 
        1. Click the shield icon on the left side of the NordVPN application.
        2. Click “Overview” and try turning off every feature one by one to check which one is causing issues.
      • For NordVPN apps on iOS and Android devices:
        1. Tap the shield icon at the bottom of the NordVPN app.
        2. Disable “Use Threat Protection.”
      • For NordVPN macOS apps downloaded from the App Store and browser extensions:
        1. Click “Settings.” 
        2. Click “Security and Privacy.”
        3. Disable Threat Protection.
      • For the NordVPN Linux app:
        1. Click on “Settings”.
        2. Click the “Threat Protection” tab.
        3. Use the slider to turn it off.
        4. You can also disable it from the CLI by running this command:  
      nordvpn set threatprotectionlite off

       

Additional tips

  • Try all connection protocols.
  • Clear your browser cache and try using Incognito (or Private) mode.
  • Reinstall the app that is experiencing issues.
  • Try another browser to see if the problem persists. Different browsers use different engines, have various safety features, etc.
  • If you have an antivirus, ensure NordVPN is on the exclusions list. Additionally, check your browser extensions to see if any could be interfering.
  • Make sure that the URL for the website you want to visit is correct.
Was this article helpful?

Still having issues?

  • Live chat

    Contact our support to solve an issue live.

  • Email form

    Fill out an email form so we can help you with an issue.

    Email us

    Our Support team will get back to you within 24 hours. We’ll reply to the email address you provide.

    By clicking “Submit”, you agree to our Terms of Service and acknowledge our Privacy Policy.

Chat functionality relies on cookies. By starting the chat, you agree to their use. Learn more in our Cookie Policy.

Related articles