If your Privacy Hero VPN connection shows Failed, you can use the new Reset button to clear the saved third-party VPN settings and return the router to its available default connection. This is useful when a VPN setup is stuck or you want to start again without manually removing the existing third-party VPN configuration.
Important: A VPN reset removes all saved third-party VPN settings from Privacy Hero. You will need to configure that provider again if you want to use it later. The connection Privacy Hero uses after resetting depends on your subscription plan.
When Should You Use the VPN Reset Button?
Use Reset when the current VPN connection is in a Failed state and you want to remove the third-party VPN setup and restore a working default connection. It is a more complete action than simply retrying the same VPN server.
- Use it if the third-party VPN settings are no longer working and you want to start over.
- Use it if you no longer want the saved third-party VPN configuration.
- Do not use it if you need to preserve the existing VPN configuration. First try reconnecting or choosing a different VPN server or protocol.
The Reset action addresses the VPN configuration. It does not repair a disconnected WAN cable, an ISP outage, or a router that cannot reach the Privacy Hero cloud.
How to Reset a Failed VPN Connection
- Open app.privacyhero.com in a browser and sign in to your Privacy Hero account.
- Select your Privacy Hero router, then open its VPN settings.
- Confirm the existing VPN connection is showing Failed.
- Find the new Reset button in the failed VPN connection area. Before clicking, be aware that this action will remove all third-party VPN settings saved on the router.
- Click Reset. If a confirmation message appears, review it before confirming. Allow the dashboard to apply the reset and update the VPN connection status.
- Check the resulting connection using the subscription comparison below, then verify internet access from a device connected to Privacy Hero.
Dashboard access during a Kill Switch block: Privacy Hero permits access to app.privacyhero.com over its WiFi or LAN even when the VPN Kill Switch blocks ordinary internet traffic, as long as the router maintains its upstream/cloud connection. You can also manage the router from cellular data or another working internet connection.
What Happens After Reset? Privacy Premium vs. Privacy Core
| Privacy Premium Active subscription | Privacy Core |
|---|---|
| Third-party VPN settingsRemoved | Third-party VPN settingsRemoved |
| Connection after resetBuilt-in Privacy Hero VPN | Connection after resetNormal ISP internet |
| VPN protection afterwardYes, when the built-in VPN is connected | VPN protection afterwardNo router VPN is active |
Privacy Core users: After resetting, your normal internet access is not VPN-protected by Privacy Hero. If you want a third-party VPN again, you must configure it again in Privacy Hero.
Privacy Premium users: Check that the built-in Privacy Hero VPN shows Connected before assuming your traffic is going through the VPN. A working upstream internet connection and active Premium subscription are still required.
What Information Does the Reset Remove?
The VPN Reset button clears the third-party VPN configuration stored in Privacy Hero. This means any saved third-party provider details will need to be entered or imported again before that provider can be used.
Depending on the provider and protocol you had configured, this may include the saved VPN provider selection, server details, credentials or tokens, and custom OpenVPN or WireGuard settings. Have your provider login or configuration materials available if you plan to set up that VPN again.
This is a VPN configuration reset, not a request to cancel your third-party VPN subscription. It should not be confused with a full router factory reset.
How to Verify Internet and VPN Status After Reset
- Refresh the Privacy Hero dashboard and reopen VPN.
- If you have Privacy Premium, verify that the built-in Privacy Hero VPN is selected and shows Connected.
- If you have Privacy Core, verify that the third-party VPN configuration is gone and ordinary internet access is available through your ISP connection.
- Connect a computer or phone to the Privacy Hero WiFi or LAN. To test the router by itself, turn off any VPN application running directly on that device.
- Load a regular website, then check your public IP address using ipleak.net. Premium should show a VPN IP if its built-in VPN is connected; Core will normally show your ISP public IP.
If you have Streaming Relocation enabled, some streaming services may use their separately selected location; that is not necessarily the same location shown by a general public IP check.
Reset Complete but Still No Internet?
- Check the VPN Kill Switch. If it is still enabled while there is no working VPN connection, it may block ordinary internet traffic. Review the Kill Switch setting before assuming the router has lost WiFi.
- Check the connection status. A router listed as Offline may have a WAN, ISP, or cloud-communication problem. The VPN reset cannot fix an upstream internet outage.
- Check the network wiring. Confirm your main router or ISP gateway has internet access and the cable is connected to the Privacy Hero WAN/Internet port.
- Check a device on Privacy Hero WiFi or LAN. Make sure you are testing the Privacy Hero network rather than another WiFi or cellular connection.
- Check your subscription. An active Privacy Premium subscription is required for the built-in Privacy Hero VPN fallback described above. Privacy Core returns to ordinary ISP internet access.
For Kill Switch behavior and restoring internet, see Privacy Hero VPN Kill Switch: No Internet or WiFi Troubleshooting. To learn when to enable the feature, see Privacy Hero VPN Kill Switch Setup.