Is Surfshark Down? Live status & outage reports

Service info and troubleshooting

App Refuses to Launch or Freezes

If Surfshark's desktop or mobile app hangs on startup or crashes immediately, the most common culprits are an outdated app version or a corrupted installation. Uninstall the app completely, including leftover config files in the system folders, then download a fresh copy from the official site. On Windows, also check whether your antivirus is blocking the process — security software often flags network-related apps incorrectly.

Login Fails Despite Correct Credentials

This usually points to a browser cache conflict or a session token that went stale. Clear your browser cookies, try a private window, or switch browsers entirely. If you use a password manager, confirm it isn't autofilling an old password. Resetting the password through the email link resolves the issue in most cases.

Personal Account Page Won't Load

Plain text instead of a dashboard, missing elements, or a blank page typically means a caching or CDN issue on the client side. Try a hard reload, disable browser extensions one by one, and check whether the problem persists on a different device or network.

Payment Goes Through but Account Not Updated

• Wait five to ten minutes and do a hard refresh before contacting support — activation sometimes lags after a successful charge.
• Check your email for a confirmation message; if it's missing, look in the spam folder.
• If you paid via PayPal or a card processor, verify the transaction status on their end to confirm the charge actually completed.
• Mismatched billing details between your bank and the service form can cause silent failures — double-check the card name and billing address.

High Ping and Slow Connection Speeds

Selecting a server geographically close to you almost always drops latency significantly. Beyond that, switching the connection protocol in the app settings can make a noticeable difference — some protocols perform better on certain ISPs. Also rule out local network congestion: run a speed test without the app running to establish a baseline.

Mobile App Loses Connection Constantly

On iOS, background app refresh settings and battery optimization can interrupt the service. Make sure the app has permission to run in the background and that low-power mode isn't cutting its activity. On Android, the battery saver on some manufacturer skins aggressively kills background processes — add the app to the exceptions list in your phone's battery settings.

Specific Server Is Unavailable

Server-side maintenance or overload happens. Switch to a different location in the same region and test again. If an entire region seems unreachable, the issue is likely temporary infrastructure work. Checking the official status page gives you a quick confirmation without guessing.