Authentication Issues

Comprehensive Authentication Troubleshooting

Here's a detailed guide for resolving login and authentication issues with OrbVPN:

1. Account Verification

Login Health Check:

Basic Verification:

• Email address accuracy
• Password correctness
• Account activation status
• Subscription validity
• Device authorization

Common Issues:

• Typos in credentials
• Caps Lock enabled
• Special character handling
• Password expiration
• Account lockout

2. Subscription Status

Account Types & Access:

Plan Type	Price (/mo)	Features
Basic	$1.75	• Basic Protection • Single Device • Standard Servers
Premium	$4.09	• Enhanced Security • Multiple Devices • All Servers • Streaming Support
Premium Family	$6.59	• Up to 25 Devices • Premium Features • Priority Support • All Locations

3. Login Process Flow

Authentication Steps:

Normal Login:

1. Launch OrbVPN
2. Enter email
3. Enter password
4. Wait for verification
5. Access granted

2FA Login (If Enabled):

1. Enter credentials
2. Receive 2FA code
3. Input code
4. Verify device
5. Complete login

4. Password Recovery

Reset Procedures:

Standard Reset:

1. Click 'Forgot Password'
2. Enter email address
3. Check email for reset link
4. Set new password
5. Login with new credentials

Emergency Recovery:

1. Contact support
2. Verify ownership
3. Temporary access
4. Reset credentials
5. Secure account

5. Device Authorization

Device Management:

Device Limits:

• Premium: 5 devices
• Standard: 3 devices
• Trial: 1 device

Authorization Steps:

1. Verify device count
2. Remove unused devices
3. Authorize new device
4. Confirm activation
5. Test connection

6. Error Resolution Matrix

Common Authentication Errors:

Error Code	Description	Solution
AUTH_001	Invalid Credentials	Check email/password
AUTH_002	Account Locked	Wait/contact support
AUTH_003	Subscription Expired	Renew subscription
AUTH_004	Device Limit	Remove other devices
AUTH_005	Network Error	Check connection

7. Security Protocols

Account Security:

Security Features:

• 2FA protection
• Login alerts
• Device tracking
• Session management
• Activity logging

Best Practices:

1. Strong password
2. Unique credentials
3. Regular updates
4. Secure network
5. Monitor activity

8. Session Management

Connection Handling:

Session Types:

• Active session
• Background session
• Suspended session
• Terminated session

Management:

1. Monitor active sessions
2. End unused sessions
3. Track device usage
4. Manage conflicts
5. Optimize performance

9. Network-Related Authentication

Connection Requirements:

Network Checklist: ✓ Stable internet ✓ DNS resolution ✓ Port accessibility ✓ Firewall settings ✓ Proxy configuration

Troubleshooting:

1. Test network
2. Clear DNS cache
3. Check firewalls
4. Reset settings
5. Verify access

10. Account Recovery

Recovery Options:

Standard Recovery:

1. Email verification
2. Security questions
3. Payment verification
4. Identity confirmation
5. Account restoration

Emergency Access:

1. Support ticket
2. Live chat
3. Email support
4. Phone support
5. Social media

Quick Authentication Fixes

✅ Immediate Actions:

• Verify credentials
• Check subscription
• Clear app cache
• Test internet
• Update app
• Check device limit
• Verify email
• Try password reset

Prevention Guide

Account Security:

1. Use strong passwords
2. Enable 2FA
3. Regular updates
4. Monitor devices
5. Secure network

Maintenance Schedule

Regular Checks:

Daily:

• Check connection status
• Verify active sessions

Weekly:

• Update passwords
• Review devices
• Check subscription

Monthly:

• Security audit
• Clean unused sessions
• Update recovery info

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Best Practices:

• Keep credentials secure
• Monitor account activity
• Regular security checks
• Update contact info
• Save support contacts

Note: For persistent authentication issues or account lockouts, contact OrbVPN support through the Concierge feature or visit the Help Center.

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