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Cannot start up Mozilla VPN

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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.

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All Replies (12)

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reset the VPN by navigating to your %AppData% folder, finding Mozilla, and then deleting the Mozilla VPN folder inside it. Then redownload and reinstall the VPN and it should work.

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Nope that didn't work. Still stuck on the 'Waiting for sign in and subscription confirmation'

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I have re-installed VPN It comes up with unable to start VPN I have changed cities, still is unable to start. I do run Spybot.

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One of my Windows 10 PC's stopped working on Wednesday (VPN app wouldn't open), no error on screen, but I found an NET framework error in Event Viewer each time I tried to open the VPN. I had de-installed and reinstalled a couple of times with no success, but I followed Eve's advice above and observed that the VPN folder in the User/Appdata folder was not being deleted by the de-install so I deleted in with File Explorer, re-stalled the VPN app and it's now working. Thanks Eve. Mozilla should include this step in the de-install program.

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nichols.richard said

One of my Windows 10 PC's stopped working on Wednesday (VPN app wouldn't open), no error on screen, but I found an NET framework error in Event Viewer each time I tried to open the VPN. I had de-installed and reinstalled a couple of times with no success, but I followed Eve's advice above and observed that the VPN folder in the User/Appdata folder was not being deleted by the de-install so I deleted in with File Explorer, re-stalled the VPN app and it's now working. Thanks Eve. Mozilla should include this step in the de-install program.

I noticed the same thing. I tried it again just now without any luck. Given the lacklustre reponse by the Mozilla team, I think I'm going to try a different VPN.

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If you have an active subscription, contact the Mozilla VPN team directly:

Log into your account at https://accounts.firefox.com, click manage next to Subscriptions, and click support.

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Did what Eve suggested then downloaded VPN again, and is working fine again.

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Well my issue was not identical, but this infomation might help others.

I did an update of my Windows 10 Pro on a desktop PC to the latest version this morning:

Edition: Windows 10 Pro Version: 2004 Installed on: 03/10/2020 OS build: 19041.508 Experience: Windows Feature Experience Pack 120.2213.31.0

Afterwards, I subscibed to and installed the Mozilla VPN. It worked fine after installing it. I shut down the PC and later on restarted it again. I downloaded and installed the Mozilla VPN app from the Google Play store on my Android phone and again it worked fine.

I then tried to use my Mozilla VPN on my desktop PC, but this time it refused to connect, with a message saying "Couldn't connect VPN" at the bottom. I tried several times with different locations and rebooted the PC, all to no effect. I actually put in a support ticket about it using:

Account Home -> Subscriptions -> Contact Support (button)

Anyway, I managed to fix it myself. I suspect that the Windows update stuff had possibly not finished properly in the background when I first installed the VPN, but what I did was:

1) Open up:

Control Panel\All Control Panel Items\Programs and Features

2) Right-click Mozilla VPN and select "Repair"

After it ran through the repair process, I tried the VPN again and now it is working (even without a reboot).

I hope that this might be of help with problem solving for other users?

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RichardInEngland "Repair" Worked for me. I had the same problems that he described. I also did what Eve suggested to no avail.

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Unfortunately, none of the solutions above have worked...still getting "couldn't start VPN."

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Eve said

reset the VPN by navigating to your %AppData% folder, finding Mozilla, and then deleting the Mozilla VPN folder inside it. Then redownload and reinstall the VPN and it should work.


Hi, would it be possible for you to provide the FULL PATH to this Appdata folder? Using the Windows search option, there are more than 300 items with the name "Appdata" in it.

Just because YOU know where something is, does not mean that EVERYONE else knows. I'll say it again: 99% of IT people, even helpful volunteers, do not have the ability to see things from the perspective of the person who needs advice. Please tell us that you understand that problem.

We are not "stupid", just uninformed.

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Is Mozilla VPN compatible with: Malwarebytes Avast Norton Microsoft Firewall other firewalls other virus, scam, rootkit, trojans, etc. blockers other browsers and their related firewalls and security measures...

How about testing the most frequently used items, and provide information about that?

Seems to me a reasonable person would want to do that.