Surfshark Not Working? Common Errors & Fixes

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.