Troubleshooting

Won't connect

  1. Check your internet connection without VPN
  2. Switch protocol: VLESS → Hysteria2 or vice versa
  3. Change to another server
  4. Update the subscription in your client (Update / Update subscription button)
  5. Restart the client

If that doesn't help, contact us in Telegram.

Unstable connection: zapret

If the VPN connects unstably (only some attempts succeed), the cause may be the zapret tool running on your device.

How zapret works can break VPN connections, leading to unstable or rarely successful connections.

Recommendation: if you have connection issues, temporarily disable zapret and check whether the connection stabilizes.

Russian sites don't open (direct routing)

How it should work. Even if direct routing doesn't work in your client, extra protection is enabled on the servers: any Russian sites open through a Russian server.

Check: connect to any non-Russian server and open 2ip.ru, it should show:

  • Country: Russia
  • Provider: Timeweb

If Russian sites still don't open. This is a known issue with the rule group for Russian sites (other rules work fine). A fix is planned. Temporary workarounds:

  1. Enable "global" mode (route all traffic through VPN), or
  2. Use alternative clients , Incy or Happ.

Low speed

  • Choose a server closer to your location
  • Try the Hysteria2 protocol: it's faster on unstable networks
  • Check your internet speed without VPN: the issue may be with your ISP

Traffic limits

Monthly traffic limits apply to plans:

  • Extended , 700 GB per month
  • Basic , 500 GB per month

Limits are in place to protect against abusive use of the service, for example, when a subscription is shared with everyone or servers are used for resale. In real-world usage, limits are almost never reached.

Traffic resets automatically on the first day of each month.

Traffic runs out too fast (many devices)

If your subscription has accumulated many active devices:

  1. Contact support, the operator can remove extra devices (specify the device model to keep)
  2. If needed, support will issue a new connection link for your subscription
  3. A QR code for connecting is available in your dashboard

High latency (ping)

  • For gaming, choose the nearest server
  • Make sure you're connected to the right server
  • Try switching protocols

Subscription import issues

The link won't import or shows an error:

  • Make sure the link is copied completely, without spaces or line breaks
  • Check that you selected the right import format (some apps distinguish between "subscription" and "single config", these are different menu items)
  • Try another client: Happ and V2rayTun usually parse such links more reliably

Subscription imported but no nodes or empty list:

  • Update the subscription manually (Update / Update subscription button)
  • Check the device's internet connection: updating the server list requires access to the panel

Connected but no internet:

  • Disable other VPNs, proxies or ad blockers that may conflict
  • Check that the right routing mode is enabled in the app (global/TUN, not app-only)
  • Try another server from the list: a specific node may be temporarily unavailable

App unavailable in the App Store (Russia)

  • Change your Apple ID region to another country (e.g. Kazakhstan) in your account settings
  • Or use an alternative: Shadowrocket, Streisand or Karing, available directly

If none of the steps helped, contact EdenCore support with: device model, app name and version, exact error text (if any).