# Surfshark Problems & Issues 2026 - Renewal Hikes & Connection Drops

Source: https://www.tryorbye.com/products/surfshark
Last analyzed: 2026-10-21
Try or Bye score: 69/100

## Verdict: Try with caution

Surfshark 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.

## What it is

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.

## Common errors & fixes

### 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.

1. **Connect to several locations manually** — Don't use Quick connect; open the VPN or Locations tab Connect to a few different countries one by one If some work, the problem is the server, not the app
2. **Change the VPN protocol** — Open Surfshark and go to Settings > VPN Settings > Protocol Switch from Automatic to WireGuard, then try OpenVPN (UDP) and OpenVPN (TCP) Reconnect after each change
3. **Remove antivirus and VPN conflicts** — Add Surfshark to your antivirus or Windows Defender exclusions, or disable the antivirus temporarily Turn off or uninstall other VPNs, proxies and network tools Restart the device and try again
4. **Update or reinstall the app** — Install the latest Surfshark version If already up to date, delete the app and reinstall it On Mac, if the App Store version fails, install from surfshark.com (or vice versa)
5. **Disable IPv6** — On Windows, macOS, Linux or Android, follow Surfshark's guide to disable IPv6 in network settings On iPhone you can't disable it on the device; turn it off on your router or ask your ISP
6. **Set a custom DNS** — Change the DNS servers on your device or router Surfshark's DNS addresses are 162.252.172.57 and 149.154.159.92 Reconnect to the VPN

Full guide: https://www.tryorbye.com/products/surfshark/issues/not-connecting

### 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.

1. **Clear cache and reinstall Netflix** — In a browser, clear the cache and cookies, then reload Netflix In the Netflix app, delete and reinstall it
2. **Try several servers in the same country** — Disconnect and connect to another server in the country you want Repeat until the library loads; only some servers work
3. **Restart or power-cycle the device** — Restart the TV, console or streaming stick Or unplug it and let it discharge for several minutes
4. **Check for DNS leaks** — Run a DNS leak test while connected If your ISP's DNS shows, set Surfshark DNS (162.252.172.57 and 149.154.159.92) on the device or router
5. **Fix the Netflix Site Error on login** — Disconnect from Surfshark Log in to Netflix Reconnect to Surfshark and refresh the browser
6. **Switch profiles if only one profile is flagged** — Try another profile on the same Netflix account The flag on the original profile should clear in 24-48 hours

Full guide: https://www.tryorbye.com/products/surfshark/issues/netflix-not-working

### 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.

1. **Test without the VPN** — Disconnect Surfshark and try Netflix If it still fails, the problem is the network or device, not Surfshark
2. **Change DNS servers** — On the device, open Settings > Network > Wi-Fi/Ethernet, or log in to your router Set DNS to 162.252.172.57 and 149.154.159.92 Restart the device
3. **Turn off router filtering** — Log in to your router Disable Parental Controls or Safe browsing if enabled
4. **Switch to OpenVPN/UDP** — In Surfshark go to Settings > VPN Settings > Protocol Select OpenVPN (UDP) Connect to another location and try again

Full guide: https://www.tryorbye.com/products/surfshark/issues/netflix-loading-nw-2-5

### 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.

1. **Test nearby servers manually** — Don't rely on the Fastest server button Connect to a few servers near your real location Compare each with a speed test
2. **Switch the protocol to WireGuard** — Open Settings > VPN Settings > Protocol Change Automatic to WireGuard Reconnect and test again
3. **Close interfering apps** — Temporarily disable antivirus, torrent clients and other VPNs Reboot and re-test
4. **Restart the device** — Reboot to clear idle apps and background processes Reconnect to Surfshark

Full guide: https://www.tryorbye.com/products/surfshark/issues/slow-speed

### 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.

1. **Switch the protocol to WireGuard** — Go to Settings > VPN Settings > Protocol Select WireGuard (Surfshark's own recommendation for stability) Reconnect
2. **Change server** — Connect to a different location, ideally nearby Watch whether drops follow you to every server
3. **Remove conflicts and restart** — Close other VPNs, proxies and network tools Restart the device, especially after sleep or hibernation
4. **Contact support with diagnostics** — If drops happen on all servers and protocols, contact Surfshark live chat Mention the server, protocol and time of the drops

Full guide: https://www.tryorbye.com/products/surfshark/issues/keeps-disconnecting

### 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.

1. **Change your DNS** — Set DNS on the device to 162.252.172.57 and 149.154.159.92 On Windows you can also run ipconfig /flushdns in an admin Command Prompt Reconnect
2. **Disable IPv6** — Turn off IPv6 in the network adapter settings or on the router Reconnect to Surfshark
3. **Restart the app and computer** — Quit Surfshark completely Restart the computer, especially after sleep or hibernation Reconnect
4. **Switch server or protocol** — Connect to another location Switch between WireGuard and OpenVPN in Settings > VPN Settings > Protocol

Full guide: https://www.tryorbye.com/products/surfshark/issues/connected-but-no-internet

### 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.

1. **Restart the app and Windows** — Quit Surfshark from the system tray Restart Windows and try the setting again
2. **Restore original settings** — Open Surfshark and go to Settings > Help > Diagnostics Click Restore original settings Set your preferences again
3. **Reinstall Surfshark** — Uninstall Surfshark from Windows Settings > Apps Download the latest installer from surfshark.com and install it

Full guide: https://www.tryorbye.com/products/surfshark/issues/cant-change-kill-switch-windows

### 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.

1. **Switch to another server** — Disconnect and connect to a different server or nearby city Expect this to help for a while rather than permanently
2. **Clear cookies and flush DNS** — Clear cookies and cache for the affected site, or try a private window On Windows run ipconfig /flushdns in Command Prompt
3. **Exclude the site or app from the VPN** — Use Surfshark's split tunnelling (Bypasser) in Settings > VPN Settings where available Add the browser or site that keeps blocking you
4. **Report the server to support** — Tell Surfshark live chat which server and site are affected Ask whether a different server is recommended

Full guide: https://www.tryorbye.com/products/surfshark/issues/captcha-websites-blocking

### 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.

1. **Cancel a website purchase** — Log in at surfshark.com and open your account in the top-right corner Open the Subscription tab and follow the cancel steps Or go to my.surfshark.com/account/cancel-renewal to stop renewal at the end of the term Or ask live chat (Sharkbot) to cancel and stop all recurring payments to get a cancellation link
2. **Request a refund within 30 days** — Go to my.surfshark.com/account/request-refund or contact live chat Refunds apply only to first purchases within 30 days, not renewed subscriptions or Dedicated IP/Alternative ID add-ons Approved refunds usually arrive within a few business days
3. **Cancel on iPhone, iPad or Mac** — iPhone/iPad: Settings > your name > Subscriptions > Surfshark > Cancel Subscription Mac: App Store > your name > Account Settings > Subscriptions > Manage > Edit > Cancel Subscription Request refunds from Apple Support
4. **Cancel on Google Play** — Open Google Play > your account > Payments & subscriptions > Subscriptions Select Surfshark and tap Cancel subscription Within 48 hours of purchase request the refund from Google Play; after that contact Surfshark support
5. **Cancel on Amazon** — Amazon > Account & Lists > Memberships & Subscriptions Find Surfshark and click Cancel Subscription (desktop works best) Request refunds from Amazon Support

Full guide: https://www.tryorbye.com/products/surfshark/issues/cancel-and-refund

### 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.

1. **Contact support immediately** — Open live chat on surfshark.com as soon as you see the charge Ask to cancel the renewal and whether a refund is possible; renewals aren't covered by the guarantee, so it's at their discretion
2. **Turn off auto-renewal right after buying** — Go to my.surfshark.com/account/cancel-renewal You keep access until the paid term ends
3. **Re-subscribe at the new-customer price** — When your term ends, compare the current intro deal with the renewal price Buy a new plan instead of renewing if it's cheaper

Full guide: https://www.tryorbye.com/products/surfshark/issues/renewal-charge

## Common problems

- **Surfshark renewal price much higher than the price you signed up at** (pricing): 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.
- **Surfshark auto-renewed without warning and won't refund** (pricing): 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.
- **Surfshark not working with Netflix (proxy error)** (reliability): 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.
- **Surfshark keeps disconnecting** (reliability): 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.
- **Surfshark not connecting or stuck on connecting** (reliability): 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.
- **Surfshark customer service unhelpful on refunds** (support): 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.
- **Surfshark monthly plan is expensive** (pricing): 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.
- **Websites and Google show CAPTCHAs or block Surfshark** (usability): 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.
- **Why is Surfshark so slow?** (performance): 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.
- **Surfshark One+ price raised twice in early 2026** (pricing): 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.
- **Hard to find how to cancel Surfshark** (usability): 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.
- **Antivirus and identity extras inflate the price** (pricing): 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.

## What users like

- **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

- **Starter (2-year)**: $1.78 (monthly) — hidden costs: Billed about $48.06 upfront for 27 months; then renews at $79/year before tax (about 230% more)
- **One (2-year)**: $2.08 (monthly) — hidden costs: Billed about $56.16 upfront for 27 months; then renews at $99/year before tax
- **One+ (2-year)**: $4.18 (monthly) — hidden costs: Billed about $112.86 upfront for 27 months; then renews at $119/year before tax
- **Starter (1-year)**: $2.98 (monthly) — hidden costs: Billed upfront; renews at $79/year before tax
- **Starter (monthly)**: $15.45 (monthly) — hidden costs: No 30-day renewal reminder email for 1-month plans; One monthly is $17.95 and One+ about $20.85

## Who should and shouldn't use it

- **Families and people with many devices** — Good fit: 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** — Good fit: The first 27 months are very cheap; cancelling auto-renewal and re-subscribing as a new customer avoids the renewal price.
- **Casual streamers** — Depends: 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** — Depends: Some users report periodic drops and more CAPTCHAs; WireGuard on a nearby server helps but doesn't always fix it.
- **People who forget to cancel subscriptions** — Avoid: Renewed subscriptions are excluded from the refund guarantee and renew at 2-3x the intro price.
- **Users who want the fastest speeds** — Depends: Reviewers place it slightly behind NordVPN on speed and note higher latency.
- **Users who want an independent VPN company** — Avoid: Surfshark combined with Nord Security (NordVPN's parent) in 2022; Mullvad or Proton VPN are independent options.

## Alternatives

- **NordVPN** (https://www.tryorbye.com/products/nordvpn): Same parent company with slightly faster speeds in reviews and strong streaming, but caps devices and also renews at a much higher price.
- **Proton VPN**: Independent Swiss provider with a free plan; some Reddit users say their connection problems disappeared after switching. Fewer devices per plan.
- **Mullvad VPN**: Flat monthly price with no intro discount or renewal jump and anonymous accounts; weaker for streaming.
- **Private Internet Access**: Another low-cost VPN with unlimited devices and many settings; the app is busier and renewal pricing also rises.
- **ExpressVPN** (https://www.tryorbye.com/products/expressvpn): Often recommended for streaming reliability and simplicity; costs more and limits simultaneous devices.

## FAQ

### Is Surfshark worth it?

For the first term, yes for most people: about $1.78/month for 27 months with unlimited devices is hard to beat. It is less worth it at renewal ($79-$119/year), so set a reminder to cancel auto-renewal and re-buy, or compare deals then.

### How much does Surfshark cost after the first term?

Surfshark renews yearly at $79 for Starter, $99 for One and $119 for One+ before tax, regardless of the 2-year deal you started on. Surfshark says it may A/B test renewal prices, so check your account before the renewal date.

### Why did Surfshark charge me $79?

That is the Starter renewal price after the intro term ended (One renews at $99, One+ at $119). Surfshark emails a reminder 30 days before renewal, except on 1-month plans. Renewed subscriptions are not covered by the 30-day money-back guarantee, but you can still ask support.

### Can I get a refund from Surfshark?

Yes, within 30 days of your first purchase on the website. It doesn't apply if the subscription already renewed, you were refunded before, or it includes a non-refundable add-on like Dedicated IP. App Store and Amazon purchases are refunded by Apple or Amazon.

### How do I cancel Surfshark?

Log in at my.surfshark.com, open the Subscription tab and follow the cancel steps, or use live chat to get a cancellation link. If you paid via Apple, Google Play or Amazon, cancel in that store's subscription settings. A refund must be requested separately.

### Why is Surfshark not connecting?

Usually the protocol is blocked on your network, a specific server is down, IPv6 is on (Surfshark doesn't support it), or an antivirus or other VPN is interfering. Try another location, switch protocol in Settings > VPN Settings > Protocol, and update or reinstall the app.

### Does Surfshark work with Netflix?

Mostly. Reviewers unlocked US, UK, Japan, Australia and German libraries in 2026, but Netflix blocks some servers. If you get the proxy error, clear the browser or app cache, try several servers and run a DNS leak test.

### Why is Surfshark so slow?

Distance to the server, server load and the protocol matter most. Surfshark recommends picking a nearby server manually instead of 'Fastest server', closing other VPNs or file-sharing apps, and switching Protocol from Automatic to WireGuard.

### Why does Surfshark keep disconnecting?

Users mostly report it on overloaded servers or when the connection protocol is unstable on their network. Surfshark's support suggests switching to WireGuard, trying another server and contacting support if drops continue.

### Is Surfshark owned by NordVPN?

Surfshark combined with Nord Security, the company behind NordVPN, in 2022. Both say they still run separately with their own infrastructure, roadmaps and pricing.

### How many devices can I use with Surfshark?

Unlimited simultaneous devices on every plan, including Starter.

### Surfshark vs NordVPN: which is better?

Surfshark is cheaper and allows unlimited devices; NordVPN is slightly faster in reviews. Both are owned by Nord Security and both renew at much higher prices than the intro deal.

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Try or Bye aggregates problem patterns from user reviews, forums, and app stores. Methodology: https://www.tryorbye.com/methodology