Last updated:

Contact the ExpressVPN support team if you're stuck.
Stuck and need some help?
Talk to a Human

If you are having trouble connecting to a game or maintaining a stable connection while using ExpressVPN, this guide covers steps you can take to troubleshoot the problem.

Important: Always read a game’s terms of service before using a VPN to play it, as some video games prohibit VPN usage.

Jump to…

“Access not allowed” or “Access denied” errors

Game is not recognizing your VPN location

Restart your device and game

Try a different VPN server

Understand matchmaking limitations

“Access not allowed” or “Access denied” errors

If the game allows VPN use and lets you select a regional game server, try an ExpressVPN location that is close to that server. Use the game’s own region-selection settings where available and make sure your setup complies with its terms.

Here is how to change VPN server locations on different devices:

Back to top

Game is not recognizing your VPN location

1. Restart your device and game

Some games may not detect your VPN IP address if you connect to the VPN after the game is already running.

To troubleshoot this:

  1. Quit the game.
  2. Disconnect from the VPN.
  3. Connect to the VPN.
  4. Restart the game.

If the issue persists, restart your device.

2. Try a different VPN server

If you continue experiencing issues while gaming with ExpressVPN, connect to a different VPN server and see if this resolves the problem.

Use the instructions below to change VPN server locations on different devices:

If the issue continues, check the game’s service status and contact the game publisher to confirm whether your account, region, or network is restricted. ExpressVPN can’t remove bans or override restrictions imposed by a game provider.

3. Understand matchmaking limitations

Skill-based matchmaking (SBMM) depends on factors set by the game itself. Matchmaking algorithms often vary by game, are updated regularly by developers, and weigh many factors beyond connection details, such as skill rating, latency, and input device.

Using a VPN with games that use SBMM may go against a game’s terms of service and lead to account termination. Always read the game’s rules before attempting to play it while connected to ExpressVPN.

Need help? Contact the ExpressVPN Support Team for immediate assistance.

Back to top

Was this article helpful?

We're sorry to hear that. Let us know how we can improve.

A member of our Support Team will follow up on your issue.