I live in Madrid, Spain and this is actually my very first time using a VPN. It won’t connect to any VPN servers through the app while using my mobile data. I even tried changing the protocols but it all still results to 0% when trying to connect.
However, my phone has an internet browser specifically installed that allows brower extensions even in mobile. I got the SurfShark extension to connect to any server there and even tested that it changes my IP adress. All while still using the same mobile data in my mobile.
What exactly should I do? I’m really hoping to use the app in order to swap regions while using other apps as well.
(Based on my understanding, if the browser SurfShark is active then it only affects anything I do INSIDE the browser, not my other apps)
Hi, thanks for bringing this up. I’m sorry to hear that you had issues connecting with Surfshark on mobile data. First, could you make sure you tried all the steps from our Help Center?
https://support.surfshark.com/hc/en-us/articles/360019789439-How-to-troubleshoot-connection-issues-unable-to-connect
In case the problem persists, please let us know at [email protected] or via support live chats on our website. We will gladly investigate your specific situation and suggest other possible solutions.
Try a different port / protocol. Try borderless.
Have you checked the Apps permissions to use mobile data?
How do I do that?
I’ve already tried switching between the WiredGuard, the 2 data encryption for IKEv2, Open VPN UDP and TCP. All of this found in the SurfShark VPN settings.
Yes, it has access to WiFi and mobile data.
I reinstalled twice and no change. It has network access to both WiFi and Mobile Data. #3 I’m not sure how to do that? #4 yes I can and VPN works from a mobile browser extension in my mobile browser while using mobile data.
If you tried all of that maybe, VPN settings, no boarders.
It ‘feels’ like your ISP is actively blocking VPN traffic (the App). As I’m not aware of your ISP, it may help if you contact them and ask. There are some user reports that point to major ISP’s blocking VPN traffic in some sort or form, like Movistar, Vodafone, Orange, Yoigo, MásMóvil, etc. It may also depend on your type of subscription, etc.
Again, this is just an assumption and couldn’t hurt to investigate. The fact you can use a browser with VPN plugin underlines that (as it is using different ports).
Are you using Android or apple phone? Android: go to settings and search for private dns and set to provide a dns hostname and enter values like: one.one.one.one
Save and restart phone and try again
There’s no such thing as no boarders or borderless in VPN settings, even in advanced. Maybe it’s relevant if I say I have the SurfShark One subscription?
Edit: Its SurfShark One subscription, not One plus
Yeah that’s the feeling I’m getting too as well. My ISP is MásMóvil and I have their app. Its all in Spanish and I just moved here permanently so this will take time to research plus translate anything regarding them. Heck, I can’t even call to possible Help Support since I won’t be able to understand them
I’m on Android and when you say restart phone like shut off and on right? I’m going to try this right away
That’s very strange be I’ve had it for months, promise I’m not messing with ya
I lived in Denia for a few years (expat), so I fully understand the language barrier. 
In some cases you can ask for a UK speaking support person, but not sure re. your provider as I used Orange. Btw, in big shopping centres or cities they may be able to assist. Anyway, hopefully it sorts out somehow.
Maybe send a screenshot?
If no, thanks for the help regardless
Just checked my settings and it only has 3 options in private dns. Off, Auto and Designated private dns. Choosing the designated private dns only tells me [Letters, numbers and special characters ei. www.example.com]
In some cases you can ask for a UK speaking support person, but not sure re. your provider as I used Orange. Btw, in big shopping centres or cities they may be able to assist. Anyway, hopefully it sorts out somehow.