Mozilla VPN Support Forum

I signed up to try Firefox's VPN. It did not load properly and I have not used it. In thinking about it, I use my PC so seldom and I really don't need it. I want to stop the VPN and get a refund of my money for the trial period. I have never used it anyway. Thanks for any help. It is not easy to get help from Firefox.

Rob Stoinoff

I love the work that Mozilla does, but man, this is bad guys. I paid for and installed the VPN and some websites were getting blocked, so I decided to turn it off by simply clicking the Mozilla VPN logo -> disconnect. Then I tried to load the page again, and waited .... and waited... Turning the VPN back on restored the connection. I did this at least a dozen more times, to confirm that I couldn't just "disconnect" from the VPN. I understand that there is a "Killswitch" in a VPN intended to make sure that when a VPN connection is briefly interrupted, internet traffic doesn't flow around it, exposing your IP. That's well and good, but that killswitch should be disabled when I actively disable the VPN.

Weird, but ok, whatever. I'll just quit the program. Nope -> no internet. The only way I can go online is by turning Mozilla VPN back on, and then connect through the VPN. Then, and ONLY then can I access the internet at all.

Ok, so now I'm thinking it's time to uninstall this program from my computer entirely. Surely THAT will fix whatever damage it's done? Nope. Killswitch STILL persists. Even after I uninstall the program from my computer, the leftover killswitch is STILL making it impossible for me to access the internet outside of its VPN. The only way I can regain internet access is to re-install the program. I've power-cycled (rebooted) my machine several times, reinstalled and uninstalled the program again. Over and over again it's made clear: My machine can no longer access the internet in any way other than through Mozilla VPN. My system is effectively being held hostage by mozilla VPN and I can't turn this off. This is not ok. Please tell me how to fix this.

E: I should add that there's a good chance this is Apple's fault, since I'm using Big Sur, which has tons of other problems. I don't care who's fault this is, I just want my computer back to how it was, and clearly there's a problem with mozilla VPNs kill switch. Please tell me how I can disable it.

System info: OSX big sure 11.4 Firefox version 91.0 (64-bit)

Edited for brevity, and to note solution below will also affect other VPNs you may have already set up. You'll need to follow the instructions below, remove your other VPNs, and then reinstall them. Will it then be safe to re-install MozillaVPN again? I don't know and am not comfortable taking that risk. My system is back to how it was before downloading it, and it's going to stay that way for a while.

Hi! I have been using Mozilla VPN for a few weeks now. After a Windows Update, the VPN does not turn on. It suggests "Update recommended," but when the update is installed, there is no change; it still does not stay on, and it still says "Update recommended." Any clues? Thanks! Michael

Hi, my name is Maria) I would like to clarify the information that I did not find on your VPN site) In which country is your vpn based? In which country is your jurisdiction? On what platforms is your vpn available for installation? I mean such as windows, android, ios, mac, ubuntu, Linux, router, chrome, safari, edge, firefox (browser extensions)? Does your vpn have free servers? How many? In how many countries? Thanks!

Mozilla VPN works just fine on my Windows 10 desktop. I connect to the Server in Montreal.

When I try to connect from the same physical location with my Android smart phone it just fails. The phone has WiFi turned on and the receiver is only 2 feet away.

I'm unable to install the VPN tool I purchased because I'm running Windows 7. That would have been really, REALLY helpful to disclose that your VPN tool doesn't run on Windows 7 PRIOR to purchase!!!!! How do I get a refund? I'm well within the 30-day window and I've posted this question to several "forums", different email aliases, etc and heard NOTHING. I would really appreciate some help with this. Thank you.

https://whatismyipaddress.com/ and https://www.whatismyip-address.com/?check both show my real ip, isp and geo location as if I had no mozilla VPN. https://www.iplocation.net/find-ip-address and Duckduckgo search page both show the VPN ip(Tokyo atm). It would seem that I am exposed to some sites. Is this fixable? images of sites included.

I recently subscribed to Mozilla VPN and it's been working fine for a couple of weeks. But in the last 24 hours something changed and it won't stay connected. No matter what location I choose (NY, Chicago, etc.) and turn it on, it almost immediately disconnects with the error message "Couldn't start VPN." Most recent log entries are as follows:

2021-02-27 12:37:21.357443: [TUN] [FirefoxPrivateNetworkVPN] peer(9iNd…WRHo) - Routine: nonce worker - started 2021-02-27 12:37:21.358440: [TUN] [FirefoxPrivateNetworkVPN] peer(9iNd…WRHo) - Routine: sequential sender - started 2021-02-27 12:37:21.358440: [TUN] [FirefoxPrivateNetworkVPN] Monitoring default v4 routes 2021-02-27 12:37:21.359437: [TUN] [FirefoxPrivateNetworkVPN] Binding v4 socket to interface 27 (blackhole=false) 2021-02-27 12:37:21.361432: [TUN] [FirefoxPrivateNetworkVPN] Setting device v4 addresses 2021-02-27 12:37:21.434238: [TUN] [FirefoxPrivateNetworkVPN] peer(9iNd…WRHo) - Sending handshake initiation 2021-02-27 12:37:21.440221: [TUN] [FirefoxPrivateNetworkVPN] peer(9iNd…WRHo) - Awaiting keypair 2021-02-27 12:37:21.471138: [TUN] [FirefoxPrivateNetworkVPN] peer(9iNd…WRHo) - Received handshake response 2021-02-27 12:37:21.471138: [TUN] [FirefoxPrivateNetworkVPN] peer(9iNd…WRHo) - Obtained awaited keypair 2021-02-27 12:37:21.496072: [TUN] [FirefoxPrivateNetworkVPN] Monitoring default v6 routes 2021-02-27 12:37:21.496072: [TUN] [FirefoxPrivateNetworkVPN] Binding v6 socket to interface 0 (blackhole=true) 2021-02-27 12:37:21.496072: [TUN] [FirefoxPrivateNetworkVPN] Setting device v6 addresses 2021-02-27 12:37:21.568231: [TUN] [FirefoxPrivateNetworkVPN] Listening for UAPI requests 2021-02-27 12:37:21.568231: [TUN] [FirefoxPrivateNetworkVPN] Startup complete 2021-02-27 12:37:21.568231: [TUN] [FirefoxPrivateNetworkVPN] Unable to set interface addresses, routes, dns, and/or interface settings: runNetsh run - exit status 3221225794 2021-02-27 12:37:21.654041: [TUN] [FirefoxPrivateNetworkVPN] Device closing 2021-02-27 12:37:21.668000: [TUN] [FirefoxPrivateNetworkVPN] Routine: TUN reader - stopped 2021-02-27 12:37:21.753984: [TUN] [FirefoxPrivateNetworkVPN] Routine: event worker - stopped 2021-02-27 12:37:21.764523: [TUN] [FirefoxPrivateNetworkVPN] Routine: receive incoming IPv4 - stopped 2021-02-27 12:37:21.765520: [TUN] [FirefoxPrivateNetworkVPN] Routine: receive incoming IPv6 - stopped 2021-02-27 12:37:21.765520: [TUN] [FirefoxPrivateNetworkVPN] peer(9iNd…WRHo) - Stopping... 2021-02-27 12:37:21.766518: [TUN] [FirefoxPrivateNetworkVPN] peer(9iNd…WRHo) - Routine: sequential receiver - stopped 2021-02-27 12:37:21.768512: [TUN] [FirefoxPrivateNetworkVPN] peer(9iNd…WRHo) - Routine: sequential sender - stopped 2021-02-27 12:37:21.769510: [TUN] [FirefoxPrivateNetworkVPN] Routine: encryption worker - stopped 2021-02-27 12:37:21.769510: [TUN] [FirefoxPrivateNetworkVPN] Routine: encryption worker - stopped 2021-02-27 12:37:21.772502: [TUN] [FirefoxPrivateNetworkVPN] Routine: encryption worker - stopped 2021-02-27 12:37:21.776491: [TUN] [FirefoxPrivateNetworkVPN] Routine: encryption worker - stopped 2021-02-27 12:37:21.778486: [TUN] [FirefoxPrivateNetworkVPN] Routine: handshake worker - stopped 2021-02-27 12:37:21.779483: [TUN] [FirefoxPrivateNetworkVPN] Routine: decryption worker - stopped 2021-02-27 12:37:21.780480: [TUN] [FirefoxPrivateNetworkVPN] Routine: handshake worker - stopped 2021-02-27 12:37:21.780480: [TUN] [FirefoxPrivateNetworkVPN] Routine: handshake worker - stopped 2021-02-27 12:37:21.781478: [TUN] [FirefoxPrivateNetworkVPN] Routine: decryption worker - stopped 2021-02-27 12:37:21.781478: [TUN] [FirefoxPrivateNetworkVPN] Routine: handshake worker - stopped 2021-02-27 12:37:21.782475: [TUN] [FirefoxPrivateNetworkVPN] Routine: decryption worker - stopped 2021-02-27 12:37:21.782475: [TUN] [FirefoxPrivateNetworkVPN] Routine: decryption worker - stopped 2021-02-27 12:37:21.792058: [TUN] [FirefoxPrivateNetworkVPN] peer(9iNd…WRHo) - Routine: nonce worker - stopped 2021-02-27 12:37:21.792931: [TUN] [FirefoxPrivateNetworkVPN] Interface closed 2021-02-27 12:37:21.792931: [TUN] [FirefoxPrivateNetworkVPN] Shutting down 2021-02-27 12:37:23.800734: [FPN] Couldn't start VPN 2021-02-27 12:37:24.816602: [FPN] Connection status changing from Connecting to Unprotected 2021-02-27 12:37:24.816602: [FPN] Tunnel status changed from Connecting to Unprotected

Hi~ I had made numerous attempts to login to my Firefox account and subscribe to the Mozilla VPN, strangely after inputting my email and password correctly, it took me back to the prior "Try Mozilla VPN" landing page. I've been thrown into this loop with every attempt with no avail. I'm completely stumped as I've been able to to sign in the my regular Firefox account without any issues. I had also gone through the trouble of adding the Try Mozilla VPN (https://vpn.mozilla.org/) webpage to the exception list of Firefox's popup blocker, which didn't resolve the issue. Any helps from the community would be greatly appreciate it.

~J

I'm trying to start up Mozilla VPN on my windows 10. The app gets stuck on the 'waiting for sign in subscription confirmation'. The app works perfectly on my android phone but I have not been able to get it to work on my windows computer. I have tried restarting my computer, re-installing the Mozilla VPN app but hasn't worked yet.

Hey as per topic, I'm currently using ProtonVPN which I get at a prorate due to having ProtonMail, so I pay $6 for VPN and Mail. Their VPN supports P2P and Tor, I'm wondering if the same is true for Mozilla VPN. It doesn't explicitly state it does, or does not. In fact it doesnt' cover the topic.

Thanks