If VPN is Not Working

Connection is established, ping is present, but sites do not open

1. Make sure you have selected the correct subscription type: regular for Wi-Fi, LTE for whitelists.

1. Refresh your subscription.

1. In Incy, go to Settings → Ping → HTTP GET and run the test.

1. Enable fragmentation and Mux; if necessary, add noise and routing.

1. Select a server manually, not Auto.

1. Check a different network type and another server.

1. If it doesn't help, send support a ping screenshot, logs, operator, city and network type.

All servers show n/a or zero ping

First refresh your subscription and set HTTP GET ping. Check whether your personal HTTPS subscription page opens in a browser. If the page does not open, try a different network or an already working VPN, then get an up-to-date link from the bot. If the page opens, the issue is usually in the client or its settings.

Only one or two servers work

This is possible during new blockages or when the client is incompatible with some transports. Use the working location, refresh your subscription, try Incy and manually check Reality, Self, XHTTP and gRPC where available. Inform support which options work — this helps fix balancing.

What does high ping in HTTP GET mean?

HTTP GET measures something different from TCP ping, so the numbers can be significantly higher. In one ticket, about 700 ms HTTP GET corresponded to about 70 ms TCP. To compare latency, switch ping type, but use HTTP GET to check real availability under blockages.

TLS/Handshake, certificate or Connection terminated during handshake error

Most often this is a domain/protocol blockage, an outdated link, or client incompatibility. Get the link again from the bot, open it in a browser, refresh your subscription, change network and application. Do not disable certificate verification and do not use configurations sent by third parties.

The link "failed the security check"

Open the HTTPS subscription link in a regular browser and add the subscription from the page or paste the link manually into Incy. Some browsers do not recognize the app launch scheme. If the HTTPS page itself does not open, request an up-to-date link from the bot.

The subscription asks to "insert a new link" or is considered expired

Get the link again via Connect → Show link, delete the old subscription from the app and add a new one. If the period has actually ended — first renew the tariff.

VPN disconnects on iPhone or in the background

Check system VPN permissions, power saving and the absence of a second VPN/filter. Update the app and subscription, then test another client and server. If disconnections are regular, specify operator, region, frequency of disconnections and attach logs.

Low speed or high ping

Compare speed without VPN and through several regular servers. Do not use Auto for diagnostics. Try nearby locations, gRPC/XHTTP/Reality and, if you need one fast stable server, AmneziaWG. Speed is affected by provider, route, load, blockages and protocol.

Very low upload speed

Some VLESS configurations have more upload reduction. Support offered AmneziaWG or Hysteria2 when available. For a test AWG configuration, a request to developers is required.

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