Connection Issues
Connection messages and what to do next
4 min read·Updated September 16, 2026
Resolve the customer-facing connection, access, permission, and account messages shown by HorizonVPN.
The exact message can vary by platform and app version. Use the wording shown in the app; internal diagnostic codes are not required for normal troubleshooting.
Common messages
- Could not load locations: confirm normal internet access, then refresh the location list
- Sign in again: your account session needs to be refreshed before access can be checked
- Premium required or location locked: choose a Free location or review your subscription
- Daily allowance used: wait until the reset time shown by the app or upgrade for the access offered by a paid plan
- Protocol unavailable: return Protocol to Auto or choose an option currently shown as available
- VPN permission required: approve the operating-system VPN request and try again
- Connection failed: try Auto, a nearby location, and Connection compatibility
- 1Keep the full customer-facing message on screen
- 2Try the action suggested in the message
- 3If it returns, open Report an issue and describe what you were doing
- 4Do not send passwords, private keys, payment-card details, or copied access tokens
Support may ask for the time of the attempt, your platform, app version, network type, and selected location. That is usually more useful than a screenshot of an old code list.
errormessageconnection errorsubscription requireddaily allowance
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