No longer possible to use VPN after recent update.

[Cavey]

I can see from the forum that many people have issues with the new update. None of the current threads address my issue, so here's yet another tale of woe.

I recently received an update to the VPN service on 3 of my computers. Two of those computers are windows based and still work after the update - albeit with a reduced feature set. The final computer is a 2017 15 inch MacBook Pro which is only used to view media. This computer can no longer connect to the VPN at all. I was advised to remove and redownload the application, but the new version of the application is listed on the app store as only working with MacOS14+ and this MacBook is not compatible with any OS above 13.

The support page ( https://www.kaspersky.co.uk/vpn-secure-connection#systemrequirements|vpn ) still lists the application as working on MacOS13+, but the old application could no longer connect and I cannot download the new application. Am I just completely out of luck here? I don't really want to go out and pay for another VPN unless I really have to.

[Flood and Flood's wife]

57 minutes ago, Cavey said:

I recently received an update to the VPN service on 3 of my computers. Two of those computers are windows based and still work after the update - albeit with a reduced feature set. The final computer is a 2017 15 inch MacBook Pro which is only used to view media. This computer can no longer connect to the VPN at all. I was advised to remove and redownload the application, but the new version of the application is listed on the app store as only working with MacOS14+ and this MacBook is not compatible with any OS above 13.

The support page ( https://www.kaspersky.co.uk/vpn-secure-connection#systemrequirements|vpn ) still lists the application as working on MacOS13+, but the old application could no longer connect and I cannot download the new application. Am I just completely out of luck here? I don't really want to go out and pay for another VPN unless I really have to.

Hello @Cavey, 

Welcome back!

1. Who gave the advice to remove & re-download the app? 
2. Please contact Kaspersky Customer Service https://support.kaspersky.com/b2c#contacts, on the support page select Email, fill in the template as shown, please provide a *detailed-history* & please do not select the AI-Bot to submit the request: 

Thank you🙏
Flood🐳+🐋

Edited Sunday at 10:57 AM by Flood and Flood's wife
formatting

[Cavey]

1 hour ago, Flood and Flood's wife said:

Hello @Cavey, 

Welcome back!

1. Who gave the advice to remove & re-download the app? 
2. Please contact Kaspersky Customer Service https://support.kaspersky.com/b2c#contacts, on the support page select Email, fill in the template as shown, please provide a *detailed-history* & please do not select the AI-Bot to submit the request: 

Thank you🙏
Flood🐳+🐋

I posted elsewhere about my inability to connect and was pointed to a support page that had the same yellow box as the page you sent me to.

When I opened that link on that page, the app store stated that the app could not be updated and to try reinstalling. I uninstalled so that I could re-install, but then the appstore message changed to one stating that the app is not compatible with my OS and it requires 14+

I've sent off a support request anyway, but I don't hold out much hope of there being a solution.

Edited Sunday at 12:31 PM by Cavey

[Flood and Flood's wife]

55 minutes ago, Cavey said:

I posted elsewhere about my inability to connect and was pointed to a support page that had the same yellow box as the page you sent me to.

When I opened that link on that page, the app store stated that the app could not be updated and to try reinstalling. I uninstalled so that I could re-install, but then the appstore message changed to one stating that the app is not compatible with my OS and it requires 14+

1. I've sent off a support request anyway, but I don't hold out much hope of there being a solution.

Hello @Cavey, 

Thank you for the information!

Please share the outcome with the Community when it's available? 

Thank you🙏
Flood🐳+🐋

[Cavey]

5 minutes ago, Flood and Flood's wife said:

Hello @Cavey, 

Thank you for the information!

Please share the outcome with the Community when it's available? 

Thank you🙏
Flood🐳+🐋

Will do. Thanks for the help. 🙂

[DANY51]

Bonjour,

Mon VPN refonctionne de façon normale depuis midi après une longue période d'indisponibilité.

Cordialement,

DANY51  😃

[Cavey]

Well, I received a response and sadly it is much as I expected.

Quote

Hello,

Thank you for reaching out to us. We apologize for the delayed response.

Sadly, we can't help with an older version of a Mac. If you have no ability to update your Mac to the latest OS version, then we can help to refund the order.
 

Obviously, I am not going to request a refund because I am using it on my two windows based desktops. It's such a shame though, because pretty much every other VPN I check on the appstore (Including PureVPN itself) still function with MacOS13.
 

[Flood and Flood's wife]

1 hour ago, Cavey said:

Well, I received a response and sadly it is much as I expected.

1. Obviously, I am not going to request a refund because I am using it on my two windows based desktops.
2. It's such a shame though, because pretty much every other VPN I check on the appstore (Including PureVPN itself) still function with MacOS13.
    

Hello @Cavey, 

Thank you for posting the update!

1. Are/were support *aware* (you) also had windows devices active on the subscription? 
2. Are/were support *aware* PureVPN in the *appstore* DOES function with macOS13? 
3. Please share the incident reference number - it's prefixed with INC0000? 

Thank you🙏
Flood🐳+🐋

[Flood and Flood's wife]

On 12/1/2025 at 1:15 AM, DANY51 said:

Bonjour,

1. Mon VPN refonctionne de façon normale depuis midi après une longue période d'indisponibilité.

Cordialement,

DANY51  😃

Bonjour @DANY51, 

Welcome back! 

1. (your) PureVPN is working *normally* on a macOS13, is that correct? 

Thank you🙏
Flood🐳+🐋

[Cavey]

42 minutes ago, Flood and Flood's wife said:

Hello @Cavey, 

Thank you for posting the update!

1. Are/were support *aware* (you) also had windows devices active on the subscription? 
2. Are/were support *aware* PureVPN in the *appstore* DOES function with macOS13? 
3. Please share the incident reference number - it's prefixed with INC0000? 

Thank you🙏
Flood🐳+🐋

1. Yes. I sent them a very similar message to the one I posted to start this forum post. I told them that the current web based support page still lists 13+ and then linked them to that page. I also mentioned that the appstore page now contradicts that and states 14+ and will not allow a download to start on a MacBook with an OS under 14.

2. PureVPN specifically? I couldn't possibly say. I believe I mentioned that most other VPNs on the appstore still work with MacOS13.

3.INC000017945215

Thanks for the help, but I am probably going to leave it here. The small amount of money I would've saved by getting the VPN working again isn't worth me spending anymore time on this issue, but maybe this thread can help out someone else with a similar use issue.