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How to update to the latest version of Mozilla VPM

  • 3 replies
  • 1 has this problem
  • 5 views
  • Last reply by MagsMoz

georgepiatek
georgepiatek
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I try to use Mozilla VPN and it says I'm using an old version and I need to update. So I click the Update button and I get taken to a product page for it. I select already a subscriber and signin, I get sent back to the exact same page.

I tried clicking Get Mozilla VPN and I'm sent to a page to enter my card details, like I'm a new customer.

I'm using Windows 10

Help please

I try to use Mozilla VPN and it says I'm using an old version and I need to update. So I click the Update button and I get taken to a product page for it. I select already a subscriber and signin, I get sent back to the exact same page. I tried clicking Get Mozilla VPN and I'm sent to a page to enter my card details, like I'm a new customer. I'm using Windows 10 Help please

All Replies (3)

Gustavo Aguilera
Gustavo Aguilera
  • Moderator
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Hello!

Thank you for reaching out,

Can you set Firefox as your default browser, clear the browser's cookies and cache, then uninstall and re-download Mozilla VPN again from vpn.mozilla.org? You can also check if you have any pop-up blocker enabled that would be causing this.

If this doesn't solve your issue, would you please tell us what Operating System (Android, iOS, Linux, Mac OS or Windows10) and type of device is this occurring on?

Regards,

georgepiatek
georgepiatek Question owner
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Hi I followed all the steps you gave but i'm still getting the same negative user experience.

The vpn.mozzila site doesn't appear to recognise my subsription that I'm already paying for and it asking me to sign up again.

Perhaps you could link me directly to the mozzila vpn executable and I can install the latest version that way.

I'm on a Windows 10 machine

Modified by georgepiatek

MagsMoz
MagsMoz
  • Moderator
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Hi there,

Thank you for the response, I am sorry to hear that it´s still not working.

Let´s try a full reset for your VPN:

1.) Before doing the following, double check the task manager (you can search for this or press control+alt+delete to bring it up) to ensure that the VPN is not currently open. If it is open, right click the process in the task manager and select "End task"

2.) Uninstall Mozilla VPN from your device.

3.) Now, open the Windows "File Explorer". Click on the "View" tab at the top of the window. On the far right side of the option near the top of this tab, you should see a box called "Hidden Items". Ensure you have checked the box so you can view hidden files and folders.

4.) Now that you can view hidden items, click on "This PC" on the left side of the File Explorer. Now click on your hard drive (This should be labeled "Windows (C:)" and will be towards the bottom of the window. From here, open the Users folder and open the folder for your user. Now find and open the AppData folder, open "Local", and open "Mozilla".

5.) Inside the Mozilla folder, you should now see a folder for Firefox (if you have the Firefox Browser installed) and another for FirefoxPrivateNetworkVPN or Mozilla VPN. Right click on the FirefoxPrivateNetworkVPN folder and choose the delete option. Ensure that you do not delete the "Firefox" folder. Restart your system.

6.) Now, re-install the VPN from vpn.mozilla.org and attempt to open it and connect.

If the issue persists, please contact Mozilla VPN support directly so we can also check your subscription and assist you further. https://support.mozilla.org/en-US/kb/help-i-still-have-questions-about-mozilla-vpn

Thank you!