# Why can’t I sign in to VilaNet?

First preserve the exact error, then confirm the same account can sign in on the
official VilaVPN website and has an active subscription. Do not reinstall until
you have saved the useful evidence.

1. Record the exact error shown by VilaNet.
2. Confirm the complete address is entered under **E-mail** with no extra spaces.
3. Re-enter the account password carefully under **Password** and select
   **Login** once.
4. In a browser, sign in to the official VilaVPN website with the same account.
5. Confirm the subscription is active.
6. If the website works but VilaNet still fails, record the platform, VilaNet
   version, network type and time of the attempt.

Never send your password, raw subscription URL or token to support.

## Success check

VilaNet opens its main screen and shows the connection controls. If it opens but
reports an expired or inactive subscription, resolve the account status before
trying to connect.

## Match the result to the next step

- **The website also rejects the sign-in:** use the account recovery or account
  help shown on the official website.
- **The website works but VilaNet shows a network error:** confirm ordinary
  internet access and try one other network state if available, then preserve
  the new error.
- **The subscription is inactive:** renew or resolve the subscription before
  troubleshooting the VPN connection.
- **VilaNet still rejects a working, active account:** collect the details above
  and follow [Contact support](/en/troubleshooting/contact-support/).

> **Screenshot needed:** capture a sanitized current VilaNet sign-in screen and
> representative error state on each platform. Never capture a real password or
> customer email address.