We are currently performing technical maintenance that may temporarily affect VPN performance. Some users may notice reduced speed, difficulty accessing certain locations, the app switching to Free mode instead of an active subscription, or short periods of service unavailability. We’re already working to resolve these issues as quickly as possible.

This applies to users of Kaspersky VPN Secure Connection, Kaspersky Plus, and Kaspersky Premium.

To help ensure your VPN works correctly, please update the app to the latest version on all your devices. Via below link, you’ll find instructions on how to do this.

https://support.kaspersky.com/faq/ksec-migration#missing-or-unavailable-vpn-locations 

Following the recent upgrade of Kaspersky VPN to new servers, partner companies, and providers, many applications on Android mobile phones and tablets that were previously working perfectly and continuously before the upgrade are now non-functional. These include Gmail, Maps, Google Earth, application downloads, Google and Microsoft Authenticator apps, receiving messages via SMS, receiving OTP messages for bank transaction confirmations, and many others.

If you disconnect from the Kaspersky VPN, everything works perfectly. If even a free VPN is selected, everything works perfectly.

Do not burden your customers with a plethora of incomprehensible and complicated technical actions for simple users of your application. PROVIDE a solution to the problem that you, through your actions and changes, have massively caused to your customers. There are dozens of much better VPN applications out there with many more provided features and functionalities—including Double VPN (a feature you discontinued). You will lose customers who are now struggling because you chose to make changes without the necessary prior preparation for problems that would arise from such a change while the system was in operation.I have already installed and reinstalled the newest version of the application, just as I have uninstalled and reinstalled Kaspersky Premium at least 5 times using the link provided to me by the technical support/help desk. However, the problem persists, and it does not work in any of the reinstallation attempts.Until the upgrade, I was using Double VPN(on pc ,not on android smartphone, in the United States, specifically across two cities: Washington and New York. Now, after you removed this feature, I select New York, but the issues I mentioned previously still persist (the applications listed above do not work).

Thanks,Tina

Sent a support ticket 6 days ago and received 2 replies only, both asking me for logs, system info and many things that are obviously not related to the problem, are the customer support people not told that the issue is your service and not my completely unrelated 4 devices all on different versions of the app and now updated to equally useless latest versions?
It's fairly straightforward that whatever update was done, was done incorrectly or to extremely low quality servers and now doesn't work.

I asked for a partial refund at the very least because I paid for a service and I got an application that has to stay turned off and no service but "I'm out of the 30-day period" so I can't even get my money back after years of paying for this service.

I don't see any updates anywhere and this was after the atrocious changes announced at the end of November, "update to the latest version" does nothing, I've been on the last 3 "latest" versions and the debug version, unable to refresh gmail or get a whatsapp message, even play a youtube video on a computer.

For all the people who will rightfully cancel the service, you should at least post an update explaining that the service doesn't work or instruct your customer service to be honest instead of saying that updating the application will magically fix the bad service provided.

 

6 hours ago, Impulse9 said:

Sent a support ticket 6 days ago and received 2 replies only, both asking me for logs, system info and many things that are obviously not related to the problem, are the customer support people not told that the issue is your service and not my completely unrelated 4 devices all on different versions of the app and now updated to equally useless latest versions?
It's fairly straightforward that whatever update was done, was done incorrectly or to extremely low quality servers and now doesn't work.

I asked for a partial refund at the very least because I paid for a service and I got an application that has to stay turned off and no service but "I'm out of the 30-day period" so I can't even get my money back after years of paying for this service.

I don't see any updates anywhere and this was after the atrocious changes announced at the end of November, "update to the latest version" does nothing, I've been on the last 3 "latest" versions and the debug version, unable to refresh Gmail or get a WhatsApp message, even play a YouTube video on a computer.

For all the people who will rightfully cancel the service, you should at least post an update explaining that the service doesn't work or instruct your customer service to be honest instead of saying that updating the application will magically fix the bad service provided.

 

Hello @Impulse9, 

Welcome!

1. Please post back the incident-reference-request-number, it's prefixed with INC0000?

Thank you🙏
Flood🐳+🐋 

It's been 8 days now for 3 replies asking me for logs, ip, the usual troubleshooting when it's obviously not on my end.

INC000017995826.

I still haven't seen an official statement and the customer service people and moderators in this forum seem to be completely unaware or ignoring the actual issue with your change to PureVPN from the service that actually worked.

So again I ask to hopefully a Kaspsersky employee and not the moderators or support people doing their best, why is it that because you decided to change the service to something completely unusable 40 days after I paid, I'm not eligible for a refund because it's out of the 30 day refund window?

We are aware, of course, but what can We do? We have to be patient, like any other user...

Hello @Impulse9!

Thank you for leaving feedback about our support service. We are constantly working to improve quality. This helps us to become better.
Regarding VPN issues, each case may be unique, as it depends on the user's devices and network, which can affect VPN performance. That is why our support team requests additional information. And of course, in your case, we can offer you a refund. Our colleagues will contact you regarding your request.
Thank you!

On 12/12/2025 at 9:01 AM, Danila T. said:

Hello @Impulse9!

Thank you for leaving feedback about our support service. We are constantly working to improve quality. This helps us to become better.
Regarding VPN issues, each case may be unique, as it depends on the user's devices and network, which can affect VPN performance. That is why our support team requests additional information. And of course, in your case, we can offer you a refund. Our colleagues will contact you regarding your request.
Thank you!

We purchased your product with certain features, but during the process you completely scrapped everything and created a new version without the same features that were previously available. This is a serious breach of the contract we agreed to and of the purchase we made. I demand that the same functionalities that were already present be restored.
It is still not possible to use the VPN on Linux or routers because you have not yet reinstated the previous option to create a WireGuard or OpenVPN configuration, and this is unacceptable. Such an essential feature cannot be missing — it is present in all other VPN services on the market, except yours now. I am requesting a refund for the year I purchased.

On 2/28/2026 at 2:42 PM, Toriga said:

We purchased your product with certain features, but during the process you completely scrapped everything and created a new version without the same features that were previously available. This is a serious breach of the contract we agreed to and of the purchase we made. I demand that the same functionalities that were already present be restored.
It is still not possible to use the VPN on Linux or routers because you have not yet reinstated the previous option to create a WireGuard or OpenVPN configuration, and this is unacceptable. Such an essential feature cannot be missing — it is present in all other VPN services on the market, except yours now. I am requesting a refund for the year I purchased.

Hello,

The new infrastructure complies with the highest Kaspersky quality standards so our customers will continue to enjoy the same smooth VPN user experience. Updated service offers a consistently stable connection, full traffic encryption, and access to a wide range of locations – including all the most popular ones. We’re continuing to expand coverage and add new features in upcoming updates.

For information about refunds, please contact support: https://support.kaspersky.com/b2c/#contacts

On 3/2/2026 at 5:50 AM, Danila T. said:

 our customers will continue to enjoy the same smooth VPN user experience. 

no, not really. I cannot use it on my router anymore... still waiting for updates...