Unable to Log-In to SnapChat When VPN is Active


Issue

SnapChat no longer allows users to log in when using a VPN connection due to security concerns.  When attempting to log into SnapChat - the user will receive an error similar to: "Could not connect.  Please check your connection and try again."  This only occurs when the child has logged out of SnapChat, or has logged into SnapChat on another device.  If they were to remain logged in - this error will not occur.


Solution

Parent's can temporarily disable the Netsanity VPN long enough for the child to log into SnapChat by enabled PauseVPN on the parental dashboard or using the parental app.  Doing so will disable the VPN and allow the child to log into SnapChat without issue.  *Please note:  One the child has logged into SnapChat - be sure to turn PauseVPN back to the gray or inactive position so protection is active on the device.


Please follow the steps below to enable PauseVPN from your dashboard located at: https://my.netsanity.net

  1. Visit https://my.netsanity.net and log in using your credentials.
  2. Click on the "I want to..." drop down for the child you wish to PauseVPN.
  3. Select "Manage Child".
  4. In the upper left hand corner - toggle PauseVPN to the green position and select "Yes" to the warning.
  5. The VPN will disable on their device within moments.
  6. Have the child log into SnapChat.
  7. Once the child is logged into SnapChat - please toggle PauseVPN back to the gray or inactive position to enable protection on the device.




Please follow the steps below to enable PauseVPN from your parental app for iOS

  1. Open the Netsanity app on the parents' device.
  2. Click on the child attempting to log into SnapChat.
  3. Select "Device Restrictions"
  4. Toggle the PauseVPN option to the green position.
  5. The VPN will disable on their device within moments.
  6. Once the child is logged into SnapChat - please toggle PauseVPN back to the gray or inactive position to enable protection on the device.


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Last modified / checked by LD: 12/23/2018 5:05:11 PM