Hello,

We are sorry to hear that you are having trouble accessing our services due to the
Russian government's ban on non-government VPNs. We are doing our best to find a
solution to this issue.

In the meantime, we suggest that you try the following steps:

* Connect to a Custom server by going to our App and clicking on the "Locations"
button. Then, click on the small triangle icon with the + sign in the upper right
corner of the location list. This will allow you to add a Custom location.
Enter any name for the connection in the first field and enter the hostname
address:
**ep-de.hideservers.net** in the second field. Then, click Add to create the custom
location.
Next, select the Custom server you just added and click on "Connect". Does it work?

If not, you can also try these servers:

**ep-nl.hideservers.net
ep-uk.hideservers.net
ep-us.hideservers.net
ep-hk.hideservers.net
ep-jp.hideservers.net**

* Change VPN protocols according to [these instructions]

(https://hide.me/en/knowledgebase/how-can-i-improve-my-vpn-connection-speed/
#:~:text=Change%20VPN%20Protocol).

* Try different networks, Wi-Fi's and locations to connect.

Please let us know if you have any questions or need more help.

Regards,

Serge
Hide.me Support
***********************************************************************************
************************
Hello,

As you know the Russian government is blocking all non-government VPNs and making
it much harder for you to connect to our services, we apologize for this but not
much more we can do about it.

We recommend for you to try this:

* Connect to the Custom server, first go to our App's and click on the "Locations"
button, and from the location list in the upper right corner, click on the little
triangle icon with the + sign. And you will be able to add a Custom location.
Then just give any name for that connection in the first field and enter the
hostname address:
**ep-de.hideservers.net** in the second field, then click Add to add the custom
location.
After that, select the newly added Custom server and press on "Connect", does it
work?

If that doesn't work, try these servers too:

**ep-nl.hideservers.net
ep-uk.hideservers.net
 ep-us.hideservers.net
ep-hk.hideservers.net
ep-jp.hideservers.net**

* Try changing VPN protocolos according to [these instructions]

(https://hide.me/en/knowledgebase/how-can-i-improve-my-vpn-connection-speed/
#:~:text=Change%20VPN%20Protocol)

* Try different Networks, WIFI's and places to connect.

Please feel free to reach out to me if you have any concerns or require further
assistance.

Regards

Serge
Hide.me Support

Serge
Hide.me Support.

***********************************************************************************
************************
Hello,

Can you try connecting to the Custom server ep-de.hideservers.net? First go to our
App's and click on the "Locations" button, and from the location list in the upper
right corner, click on the little triangle icon with the + sign. And you will be
able to add a Custom location.

Then just set the name for the connection in the first field and enter the hostname
address ep-de.hideservers.net in the second field. Then click Add to add the custom
location. After that, select newly added Custom DE server and press on "Connect",
does it work?

Please let me know

Serge
Hide.me Support.
-----------------------------------------------------------------------------------
-----------------
Hello,

Please connect to our custom server(s) below and see if it works for you.

To do so, follow the steps below:

Launch hide.me app

Tap on Location at the bottom
At the location selections, click on the triangle+ icon at the top right to add a
custom location
In the custom location box, enter a display name and server address as below:
Display Name: Custom-DE
Server Address: ep-de.hideservers.net

Next, click on Add Location

Now, in the Location Selection, click on the Server address you just created. e:g:
Custom-DE and click on Connect
Does it work now? you may also need to change the VPN protocols if it doesn't work
with the custom server.

Please give it a try and let me know if you need any further assistance.