Can't connect? Troubleshooting and contacting us

If something isn’t working, first look for red text under the connect button, then find it in the tables below. Most problems take a minute or two to fix.

By error message

Message	Why	What to do
You’ve used today’s free time. Upgrade to keep connecting.	Your free 10 minutes or 500 MB for today are used up	It resets automatically at 00:00 UTC (08:00 Beijing time), or upgrade to Pro — see Free plan limits
Device limit reached	Your account has more devices than your plan allows	Remove a device you don’t use — see Device limit
Current node is unreachable — reconnect or switch node	The server is temporarily unavailable	Tap Connect to try again, pick another server on the Servers screen, or choose Smart select and let the app pick
Current node unreachable — switched automatically	With Smart select on, the server had a problem and the app moved you to another one	Nothing — you’re still connected
Connection failed, please retry	Your network is unstable or the server can’t be reached right now	Check that your phone or computer can get online without Pangolin, then try again; if it keeps failing, switch servers
This device was signed out	The device was signed out or removed from another device	Just sign in again

By symptom

It fails the very first time I connect

Connecting the first time needs a system permission. If you tapped “Don’t Allow” or dismissed the prompt, it will keep failing:

• iPhone / iPad: allow the VPN configuration — see Install on iPhone / iPad;
• Mac: allow the system extension in System Settings — see Install on Mac;
• Windows: click Yes on the User Account Control prompt when Pangolin opens, or it won’t start — see Install on Windows;
• Android: accept the connection request — see Install on Android.

It says Connected, but nothing loads

1. Disconnect and connect again;
2. Try a different server;
3. Open Settings → Routing rules, make sure the mode is Smart, and check My rules for a stray Reject rule;
4. Still stuck? Switch to Global for a moment. If that fixes it, one of your rules is the culprit — see Routing rules in depth, or use Reset defaults to start over.

Sites or apps in mainland China are slow or acting up

• Make sure the mode is Smart and the built-in China direct rule is on;
• If it’s just one site, add a Domain suffix → Direct rule for it.

It’s slow or keeps dropping

• Evenings (roughly 8–11 pm Beijing time) are peak time and speeds can dip — switching to a lower-ping server usually helps;
• If your phone disconnects after a while in the background, turn on Always-on (Pro); on Android also allow background activity — see Install on Android;
• Make sure you’re on the latest version — see App updates.

I can’t sign in

• Double-check the spelling of your email. If you forgot your password, tap Forgot password? on the sign-in screen and reset it with an email code;
• No verification email? Check your spam folder, wait a minute or two, then tap Send code again;
• See Accounts, sign-in and security.

Service status

We regularly test connectivity to each server from home broadband on China’s three major carriers, and publish the results on the Service status page. The page is still collecting data. Once it’s live, it’s the first place to check if you suspect a wider network issue on your carrier.

Send feedback

You can report a problem or make a suggestion right in the app — with screenshots:

• Phone: Account → Contact us → Send feedback;
• Desktop: Contact us in the sidebar → Send feedback.

Give it a Title (a one-line summary) and the Details, tap + to add up to 3 images (JPG / PNG), then tap Submit.

Contact us

You can also reach support directly:

Channel	Where
Telegram	@pangolin_app
Email support	[email protected]
Website	pangolin.yanmeiai.com

Support hours: 9:00–24:00 daily (Beijing time, GMT+8). We usually reply within minutes.