Whether you can't log in at all, or the app signs in but then won't connect — the fix is nearly always the same, and it takes two minutes.
The fix: reset your password
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Go to libertyshield.com and click Forgot Password on the sign-in page.
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Set a new password from the email you receive (check spam if it doesn’t arrive).
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Sign out of the app completely, then sign back in with the new password.
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Try connecting — on a different server if the first doesn't respond.
One login everywhere: the website, all our apps, and the proxy use the same username and password. Resetting it once updates them all — you’ll need to sign in again on each device.
Also worth checking
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Subscription active? Log in and check Active Subscriptions on your dashboard — an expired subscription can’t connect.
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Can't even load our website? Your ISP's content filter may be blocking it — see our Stop ISP blocking guide, and check what IP you have at showmemyip.com.
Still stuck? Contact us with this ready
If the steps above haven't fixed it, raise a ticket — including the details below lets us fix most issues in one reply instead of three:
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Confirm you've done the password reset and re-signed-in (this matters — it's the first thing we'd ask).
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If you can't log in to the website at all: the email address on the account, and your current IP from showmemyip.com — occasionally an IP or account gets caught by a security block and we can release it immediately.
Greg
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