A website looks broken or won't load
Trust the site from the popup's This site tab and reload. If that fixes it, let us know which site.
I see a YouTube ad
Reload the page. If ads keep getting through, check that YouTube ads is on in the Protection tab, and that youtube.com isn't on your trusted sites list.
The popup says "The proxy didn't accept your login"
Sign out on the Proxy tab and sign back in.
The popup says "Pages aren't loading through the proxy"
The server may be busy or down, or your account may be using the proxy on more than 3 networks at once. Choose another server, or switch the proxy off. If it keeps happening, contact support.
Chrome asks me for a proxy username and password
This happens in Incognito windows when Protect isn't allowed there. Go to the extensions page, then PremierVPN Protect, Details, and switch on Allow in Incognito. Then close the login box.
The proxy isn't offered to me
The browser proxy comes with an active PremierVPN plan. If your plan is paused for an unpaid invoice, pay it in the portal and the proxy comes back.
I can't sign in
- Check your email and password work when you log in to the portal.
- Signed up with Google or Apple? Set a portal password first, under Settings, then Portal password.
- Firefox: you need to click Allow when Firefox asks permission to send your email to PremierVPN.
Another ad blocker is installed
Running two ad blockers can break sites and stop the counts in the popup going up. Turn the other one off.
Still stuck? Open a support ticket. Tell us your browser, the site you were on, and what happened.