Troubleshooting

Common problems and how to fix them, in the order to try. If that does not help, send your logs to the support team.

Can’t connect

Look at the plan card on Home: is your plan still active, and does it have data left?
Open the Servers tab, tap Test latency and pick a server that shows a ping.
In the Account tab (or Configs), tap Update to download the latest configuration.
Try another network: switch between Wi-Fi and 4G.
Quit Hido completely, then open it again.

Connected but slow

Switch to a server with a lower ping, or leave it on Automatic.
Run Settings → Advanced → Network check → Speed test to see the real speed of the server in use.
Use Smart mode and choose the right Location: local sites go direct, so they are faster.

One website or app is not reachable

Run Unlock check to see whether that service is reachable through the current server. If it is blocked, change to a server in another country.
A local site shows an error when the VPN is on: use Smart mode, or add that domain to Domains that skip the VPN.
A banking app refuses to run with a VPN (Android): in Apps using the VPN, choose All except selected and tick that app.

Device limit reached

Your plan limits the number of devices. Go to Account → Details → Devices to remove an old device, or ask your provider to remove one, then tap Update. This device’s device ID (HWID) is in the Settings tab.

Provider code not found

Hido says	What to do
Invalid code	Type the code in lowercase, with no spaces
Provider not found	Check the spelling, or enter your provider’s website domain
Cannot reach the server	Check your network, then tap Try again
The server sent an invalid response, Server error	A problem on the provider’s side; try again later or let them know

Forgot your password: tap Forgot password? on the sign-in screen and reset it with the code sent to your email.
The code did not arrive: check your spam folder, wait for the countdown to end, then tap to send it again.
Hido shows an Open website button: your provider requires verification on their website. Finish there, then come back and sign in.

The VPN won’t turn on

The first time you connect, your system asks to allow adding a VPN configuration. If you declined, tap connect again and tap Allow.
Another VPN app is on: turn that app off first. A device can run only one VPN at a time.
Android has Always-on VPN turned on for another app: turn it off in your device’s VPN settings.

A computer loses its internet after Hido closes unexpectedly

On a computer, if Hido is closed the wrong way while connected, the system proxy can still point at Hido. Open Hido again: Hido removes its own old proxy setting and the network goes back to normal.

Can’t scan a QR code

Hido needs camera permission. Turn it on in your device’s Settings.
The code is in a picture: tap Choose photo instead of scanning.
Hido says the QR code is not a configuration: that code does not contain a configuration link. Ask your provider for a new code.

Send logs to support

Repeat the action that failed so the log records it.
Go to Settings → Advanced → Logs.
Tap Copy or Export.
Attach them to an email to [email protected], and state your device, your Hido version and the problem you ran into.

Logs do not contain passwords. For questions about plans, renewals or payments, contact your provider: Account → Details → Support.