Troubleshooting

I've lost 2FA for login

Administrator
  • Is necessary to contact our support on chat or via e-mail.
Member
  • Contact your team Owner for 2FA reset
    • GoodAccess Control panel -> Members -> Action button and Reset 2FA.

I can't connect with the GoodAccess app.

If you are experiencing any connection difficulties:
  • Make sure that you don't use any other VPN, Proxy, or anonymizer at the same time.
  • Try using a different VPN protocol in the GoodAccess app: Menu (upper-left corner) → Settings → Try both VPN protocols one by one (OVPN, IKEv2).
  • Try to use an alternative app.
If you are connecting from the United Kingdom and use any of the following ISP's, please disable Child Safe Protection (PG-13) in the security settings your respective user portal:
If you are still experiencing any connection difficulties, please contact us.

No Internet access after successful connection.

If you are experiencing any connection difficulties:
  • Make sure that you don't use any other VPN, Proxy, or anonymizer at the same time.
  • Try using a different VPN protocol in the GoodAccess app: Menu (upper-left corner) → Settings → Try both VPN protocols one by one (OVPN, IKEv2).
  • Try to use an alternative app.
If you are still experiencing any connection difficulties, please contact us.

My IP did not change after successfully connecting.

If you are experiencing any connection difficulties:
  • Make sure that you don't use any other VPN, Proxy, or anonymizer at the same time.
  • Try using a different VPN protocol in the GoodAccess app: Menu (upper-left corner) → Settings → Try both VPN protocols one by one (OVPN, IKEv2).
  • Try to use an alternative app.
If you are still experiencing any connection difficulties, please contact us.

The connection drops after a few minutes.

Make sure that you are connecting only one device using the same Team Member's login details. Two concurrently connected devices will cause such disconnections.
Simultaneous connections using the same Team Member's login details are only allowed for one desktop device (Windows, macOS, Linux) and one portable device (iOS or Android).
If you are still experiencing any connection difficulties, please contact us.

My connection is very slow.

We don't limit the connection speed. Speed always depends on international peering and the distance between your device and the GoodAccess Gateway. The actual internet speed varies by customer and we recommend testing GoodAccess in your environment first. Here are some recommendations on how you can increase your connection speed:
  • Choose the GoodAccess Gateway location as close to your team and business systems as possible.
  • Try to use different VPN protocol while using the GoodAccess app: Menu (left top corner) → Settings → Try both VPN protocols one by one (OVPN, IKEv2).
If you are still experiencing any connection difficulties, please contact us.

I am unable to access my business systems through GoodAccess.

If you are unable to access your business systems through the GoodAccess app, check the GoodAccess Access Control configuration in the GoodAccess Control Panel with your administrator.
If you are still experiencing any connection difficulties, please contact us.
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Last modified 2mo ago