When setting up your Rise account, you may see a “VPN Detected” screen at any step of onboarding. This means our system has detected that you’re connected to a VPN, which needs to be turned off before you can continue.
You might see this as soon as you open onboarding. You might also see it partway through, for example, when you save your details or questionnaire answers, if a VPN was switched on after you started.
Why does Rise require this?
We need an accurate match between your current location and the information you provide during onboarding. A VPN hides your real location and routes your connection through a different country or region, so we can’t confirm that your details match where you are.
This is a security measure designed to protect you and keep your account information accurate. VPNs aren’t supported at any point during onboarding, from the first step until your account setup is complete.
How to disable your VPN
Open your VPN app, or any VPN browser extension, on your device.
Disconnect it or turn it off completely. If you’re on a work device, check whether a company VPN is running in the background.
Go back to Rise and click “I Disabled My VPN”.
Onboarding continues from where you left off.
If you still see “VPN detected.” after clicking the button, your VPN is still active. Make sure it’s fully disconnected and try again. If you see “We couldn’t check your connection. Please try again.”, wait a moment and click the button again.
Still having trouble?
If you’ve turned off your VPN and still can’t continue, try these steps:
Change your device or browser. Compatibility issues sometimes come up. Try a different device or browser (for example, Chrome instead of Firefox), and turn off any VPN or proxy browser extensions.
Switch your network. Try switching from Wi-Fi to mobile data, or the other way around. Some office and public networks route traffic through a VPN.
Try a computer. If you’re using a mobile device, try completing onboarding on a computer instead.
Try again later. If the issue still persists, please try again after a few hours.
If you’ve tried these steps and are still having issues, please reach out to us