Surfshark Problems & Issues
AppBudget VPN with unlimited devices, plus antivirus and identity tools in higher tiers
Very cheap on a first 2-year term with unlimited devices and easy apps, but renewal prices rise roughly 2-3x, streaming and connection reliability are inconsistent, and refund disputes dominate 1-star reviews.
Should you use Surfshark?
Try with cautionSurfshark works for some teams, but users report recurring problems (score 69/100). Most reported issues: Surfshark renewal price much higher than the price you signed up at; Surfshark auto-renewed without warning and won't refund; Surfshark not working with Netflix (proxy error). Not a good fit for: People who forget to cancel subscriptions; Users who want an independent VPN company. Users most often switch to NordVPN, Proton VPN, Mullvad VPN.
Top problems
- Surfshark renewal price much higher than the price you signed up at
- Surfshark auto-renewed without warning and won't refund
- Surfshark not working with Netflix (proxy error)
Good for
- Families and people with many devices
- Budget buyers willing to re-buy every 2 years
Avoid if you are
- People who forget to cancel subscriptions
- Users who want an independent VPN company
Common alternatives: NordVPN, Proton VPN, Mullvad VPN
Overview
Surfshark is a consumer VPN with apps for Windows, macOS, Linux, iOS, Android, browsers and smart TVs, and it allows unlimited simultaneous devices on every plan. Higher tiers (One and One+) bundle antivirus, breach alerts, scam protection and Incogni data removal. It is one of the cheapest big-name VPNs on a 2-year deal, but users regularly complain about renewal prices that jump to $79-$119 a year, streaming services that detect it, dropped connections and refund requests refused after the 30-day window.
Surfshark Not Working? Common Errors & Fixes
Step-by-step fixes for the errors users hit most.
Surfshark Not Connecting
Surfshark usually fails to connect because the protocol is blocked on your network, the chosen server is down, IPv6 is enabled, or an antivirus or other VPN is interfering. Try a few locations manually, switch protocol in Settings > VPN Settings > Protocol, then update or reinstall.
Surfshark Not Working With Netflix
Netflix shows the proxy error (m7111-5059) when it flags the Surfshark IP or sees a DNS leak. Clear the browser cache or reinstall the Netflix app, try several servers, restart the device and run a DNS leak test.
Netflix NW-2-5 Error or Endless Loading With Surfshark
NW-2-5 and endlessly loading titles with Surfshark usually come from DNS or router filtering. Change the DNS on the device or router to Surfshark's DNS, turn off router parental controls, and switch the protocol to OpenVPN/UDP.
Why Is Surfshark So Slow?
Surfshark slows down on distant or busy servers, on the Automatic protocol, or when other apps compete for bandwidth. Pick a nearby server manually, close antivirus and file-sharing apps, and force WireGuard.
Surfshark Keeps Disconnecting
Random Surfshark drops are usually a busy server or an unstable protocol on your network. Switch to WireGuard, use a different nearby server, and remove conflicting apps; contact support if drops continue on every server.
Surfshark Connected but No Internet
If Surfshark shows Connected but nothing loads, or internet stays blocked after disconnecting, it's usually DNS, IPv6 or the kill switch holding traffic after a failed connection. Change DNS, disable IPv6, restart the app and computer, and try another protocol.
Surfshark Can't Change Kill Switch or Auto-connect Settings on Windows
When Kill Switch, Auto-connect or LAN toggles won't change in the Windows app, restart the app and Windows, then use Settings > Help > Diagnostics > Restore original settings. Reinstall if that fails.
Surfshark Getting CAPTCHAs and Blocked Websites
Google, Cloudflare and some sites flag shared VPN IPs, so Surfshark users see constant CAPTCHAs or blocks. Switching to another server helps temporarily; clearing cookies, flushing DNS or excluding the site from the VPN are the longer-term options.
How to Cancel Surfshark and Get a Refund
Cancelling and refunding are separate. Turn off renewal in your Surfshark account (Subscription tab or my.surfshark.com/account/cancel-renewal) or your app store, then request a refund within 30 days of first purchase via my.surfshark.com/account/request-refund or live chat.
Surfshark Charged Me Full Price at Renewal
After the intro term, Surfshark renews yearly at $79 (Starter), $99 (One) or $119 (One+) before tax. Renewed subscriptions aren't covered by the 30-day guarantee, so cancel auto-renewal early and contact support right away if you were charged.
Signals & Issues
Patterns extracted from real user feedback — not raw reviews.
The advertised $1.78-$4.18/month only applies to the first 27-month term. Plans then renew yearly at $79 (Starter), $99 (One) or $119 (One+) before tax; Tom's Guide calculated renewal increases of around 230% for Starter and One and 149% for One+. Users who paid ~$2/month report being charged $80+ for 12 months without realising.
About half of recent 1-star Trustpilot reviews are about refunds refused or past the window. Surfshark's policy excludes renewed subscriptions from the 30-day guarantee, and its renewal reminder email is not sent for 1-month plans, so users who miss the email are charged with no refund route.
Pricing trackers recorded a 7% One+ increase in January 2026 and a 19% jump to $4.99/month on the 2-year deal in March, before a later cut to $4.18. One was also raised from $2.29 to $2.49 in February. Intro prices change often, so the deal you see this month may not be the one you get next month.
Paying month to month costs $15.45 (Starter) to around $20.85 (One+), roughly 8-10x the 2-year rate. Reviewers call the monthly Starter price one of the worst values among VPNs, which pushes buyers into long upfront commitments.
One and One+ bundle antivirus, alerts and Incogni data removal, which raise the price over VPN-only rivals, and some extras such as identity theft coverage are US-only (excluding New York) while Incogni covers only the US, UK, EU, Switzerland and Canada.
Reddit and Trustpilot users report connections dropping after 20 minutes or so, games and Steam disconnecting, and the client sometimes not warning that the tunnel is down. Surfshark staff's standard answer is to switch server and change the protocol to WireGuard.
The app hangs on 'Connecting' or fails immediately on some networks. Surfshark's help center lists blocked protocols, IPv6 (which Surfshark does not support), antivirus or other VPN apps and outdated app versions as the causes, so this is common enough to have per-platform guides.
Netflix and other streaming services intermittently detect Surfshark and show the proxy/unblocker error (m7111-5059) or keep loading. Reviewers say libraries in the US, UK and Japan usually work, but only on some servers, and Surfshark's own help center has a dedicated multi-step fix guide.
Users report many more Cloudflare and Google CAPTCHAs and outright blocks on Surfshark IPs, with one long-time Reddit user saying it got noticeably worse within weeks. Blocked websites and streaming services appear in roughly a third of recent 1-star Trustpilot reviews.
Cancelling auto-renewal and asking for a refund are separate steps, and the method depends on where you paid (website, App Store, Google Play or Amazon). Surfshark's own guide routes web customers through live chat for a cancellation link, which users find confusing.
Speeds drop sharply on distant or busy servers and on the Automatic protocol setting; reviewers note Surfshark trails NordVPN slightly and struggles with latency. Surfshark's own fix is to pick a nearby server manually and force WireGuard.
Nine of twenty recent 1-star Trustpilot reviews describe support as slow, scripted or unhelpful, mostly in refund and cancellation disputes; one complains support has shifted to AI. Live chat starts with a bot (Sharkbot), and one 2026 review says email is the default channel.
What Users Love
Unlimited devices on every plan
Even Starter covers unlimited simultaneous connections, which makes it one of the cheapest options for families and people with many devices.
Very cheap first term
The 2-year Starter plan works out to about $1.78/month with 3 extra months, roughly $48 for 27 months, among the lowest prices from a major VPN.
Simple apps on almost every platform
Windows, macOS, Linux, iOS, Android, browser extensions and smart TV apps share the same layout, with protocol, kill switch and DNS settings in one VPN Settings menu.
Audited no-logs policy
Reviewers describe Surfshark as audited and no-logs, with a kill switch and WireGuard and OpenVPN protocols on all main apps.
Unblocks major Netflix libraries in tests
2026 tests unlocked Netflix US, UK, Japan, Australia and Germany without the proxy error, though results vary by server.
30-day money-back guarantee and detailed help center
First purchases on the website are refundable within 30 days, and the help center has per-platform guides for connection, speed and streaming problems.
Pricing Plans
- ✓VPN on unlimited devices
- ✓24 months + 3 extra months
- ✓Kill switch, WireGuard/OpenVPN
- ✓30-day money-back guarantee
Limitations: VPN-focused tier; antivirus and identity tools need One or One+
- ✓Everything in Starter
- ✓Antivirus
- ✓Surfshark Alert breach monitoring
- ✓Scam protection
- ✓24 months + 3 extra months
Limitations: Data removal (Incogni) is in One+ only
- ✓Everything in One
- ✓Incogni personal data removal
- ✓24 months + 3 extra months
Limitations: Incogni only for US, UK, EU, Swiss and Canadian residents; identity theft coverage US-only (not New York)
- ✓VPN on unlimited devices
- ✓Includes 3 extra months
Limitations: Higher per-month price than the 2-year deal
- ✓VPN on unlimited devices
- ✓Cancel any month
Limitations: About 8x the 2-year monthly rate
Features
Core
- Unlimited simultaneous devices
All plans
- WireGuard and OpenVPN protocols
Settings > VPN Settings > Protocol
- IPv6 support
Surfshark says it does not support IPv6; disable it to avoid connection issues
Security
- Kill switch
Blocks all traffic if the VPN drops
Bundle
- Antivirus
One and One+
- Incogni data removal
One+; US, UK, EU, Swiss and Canadian residents
Add-on
- Dedicated IP
Paid add-on, not refundable under the money-back guarantee
Who Should Use This?
Good Fit
Families and people with many devices
Unlimited devices on even the cheapest plan beats the 5-10 device caps of most rivals.
Budget buyers willing to re-buy every 2 years
The first 27 months are very cheap; cancelling auto-renewal and re-subscribing as a new customer avoids the renewal price.
Neutral
Casual streamers
Major Netflix libraries usually work, but you may need to try several servers or clear the app cache when the proxy error appears.
Gamers and always-on users
Some users report periodic drops and more CAPTCHAs; WireGuard on a nearby server helps but doesn't always fix it.
Users who want the fastest speeds
Reviewers place it slightly behind NordVPN on speed and note higher latency.
Avoid
People who forget to cancel subscriptions
Renewed subscriptions are excluded from the refund guarantee and renew at 2-3x the intro price.
Users who want an independent VPN company
Surfshark combined with Nord Security (NordVPN's parent) in 2022; Mullvad or Proton VPN are independent options.
Regret Patterns
Common buyer's remorse scenarios reported by users.
Users who paid around $2/month forget the term end date and are charged $79-$119 for a year, then learn renewals don't qualify for the money-back guarantee.
Buyers try it, find streaming or connection problems, and ask for a refund a few days too late or after a renewal.
One and One+ buyers realise the antivirus, alerts or Incogni either overlap with tools they already have or don't cover their country.
Netflix or other services start showing proxy errors on servers that used to work, and users cycle through servers to find a working one.
Everyday browsing gets slower because Google and Cloudflare challenge Surfshark IPs, so users disconnect the VPN or switch providers.
When It Breaks Down
Scenarios where this product tends to fail users.
WireGuard or default ports are blocked, so the app stays on Connecting until you switch to OpenVPN or set up a manual connection.
Surfshark doesn't support IPv6, which can stop connections or leak traffic until IPv6 is disabled on the device or router.
Netflix proxy errors, NW-2-5 and endless loading show up, and fixes require changing DNS on the TV or router.
Windows Defender, third-party antivirus or a second VPN/proxy app blocks the tunnel or fights for the route.
Automatic server and protocol choices can land on slow or busy servers; manual nearby servers on WireGuard are faster.
The VPN reconnects badly after sleep or hibernation and the kill switch keeps internet blocked until the app or computer is restarted.
Alternatives Users Switch To
NordVPN
9x mentionedSame parent company with slightly faster speeds in reviews and strong streaming, but caps devices and also renews at a much higher price.
ExpressVPN
8x mentionedOften recommended for streaming reliability and simplicity; costs more and limits simultaneous devices.
Proton VPN
7x mentionedIndependent Swiss provider with a free plan; some Reddit users say their connection problems disappeared after switching. Fewer devices per plan.
Mullvad VPN
5x mentionedFlat monthly price with no intro discount or renewal jump and anonymous accounts; weaker for streaming.
Private Internet Access
5x mentionedAnother low-cost VPN with unlimited devices and many settings; the app is busier and renewal pricing also rises.
Frequently Asked Questions
See how Surfshark compares in our Best Vpn Software rankings, or calculate costs with our Budget Calculator.
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