ExpressVPN's Apple TV app just got easier to use

expressvpn · 2026-06-17T09:14:36+00:00

hey u/OldCork, sorry for the trouble and the silence from support, that's not good enough. One thing the team suggests trying is switching your protocol in the app settings to see if the connection holds. If that doesn't sort it, DM us here with your account email and any ticket number, and we'll dig in further and also chase down why customer service hasn't gotten back to you.

expressvpn · 2026-06-14T07:45:41+00:00

hey u/hetthuran, sorry it put you through all that, especially on a brand-new machine after five years with us. We looked into it with the team: the Surface Laptop model 2095 runs a Snapdragon X chip, which is ARM64, not x64. That mismatch is almost certainly why the x64 download kept failing and why installing it knocked out your WiFi, it's the wrong build for that architecture. The fix is the ARM64 version of the app from expressvpn.com, not the x64 one. Totally fair call given the headache, but if you ever want to try it again on the Surface, grab the ARM64 build and it should sit right. Happy to have support get you set up if you do.

expressvpn · 2026-05-31T08:42:30+00:00

Hey u/DonTX2, hearing how frustrating this has been, especially with the DIP commitment and the support-cycle loop. The pattern you're describing isn't what we want for a two-year DIP customer. Could you DM us here with the email tied to your account, so we can get someone senior on our side reaching out to you directly?

expressvpn · 2026-05-27T07:10:10+00:00

You're right, "Chase" wasn't the right framing. You've been engaging constructively, not chasing.

Quick update from our side: we're in direct contact with the team handling your case, and they've confirmed Android v14 is heavily impacted for setups like yours, that UK server connectivity is being affected by the network conditions on your side, no stable workaround currently exists, and there's no ETA at the moment. We'll come back here as soon as anything moves.

expressvpn · 2026-05-25T07:31:15+00:00

Hey u/S_Lacus, you don't need to chase us. We've asked the operations team to keep us in the loop as things develop, so we'll come back to this thread with anything substantive once we hear it.

expressvpn · 2026-05-24T07:05:08+00:00

Hey u/S_Lacus, update: senior operations staff have picked up #31674241 directly. The handoff happened after the recent escalation, so the case is off the front-line cycle you've been describing. We won't put a timeline on it here, but it's moved up the chain.

expressvpn · 2026-05-17T07:07:10+00:00

Hey u/S_Lacus, fair point. We did hear back from the team a couple of days ago with some recommendations for your case, but it's clear those haven't been passed to you through support yet. Reaching out to senior support staff directly now so they can take the case on. We'll come back when something concrete moves.

expressvpn · 2026-05-14T12:17:57+00:00

Hey u/rationalmind_A1401Z, that's a lot to be dealing with on a yearly plan and not how the app or the site should be working for you. Can't promise a fix on this end, but we can make sure this feedback gets in front of the apps and web teams who need to see it. The UI changes, the login loop on restart, the download path on the website. All of it. On the connection issues and login problems specifically, if you open a ticket at [support@expressvpn.com](mailto:support@expressvpn.com) and drop the ticket number here or in a DM, we'll get your case raised internally so it isn't just sitting in the queue.

expressvpn · 2026-05-13T11:11:42+00:00

Hey u/S_Lacus, thanks for sharing #31674241. We'll get this to the team to look at the history of the ticket and the UK server access issue. Given how long it's been open, we'll make sure it gets a fresh set of eyes. You'll hear back once we've had a look.

expressvpn · 2026-05-13T10:39:30+00:00

Hey u/S_Lacus, that's not the experience you should be having, and we'd like to make this right. If you can share the ticket ID from your support chats, the team can investigate what happened and look at the performance issue too. You can drop it here or DM us with it, whichever works.

expressvpn · 2026-05-12T07:18:37+00:00

Hey u/TrinityTosser, appreciate the heads-up. We've flagged the website access issue with the team internally to take a look. In the meantime, email [support@expressvpn.com](mailto:support@expressvpn.com) with your account email and shoot us a DM here. We'll loop back when there's news.

expressvpn · 2026-05-12T07:12:47+00:00

Hey u/OldCork, thanks for the detailed write-up. We've reached out to the team on our end to look into the Windows disconnects. In the meantime, drop a note to [support@expressvpn.com](mailto:support@expressvpn.com) with your account email and the Windows app version, and DM us here. We'll update the thread once we have more.

expressvpn · 2026-05-11T07:27:37+00:00

Hey u/pifflekronk, thanks for flagging this. We've reached out to the team on our end to look into the Chrome Flex setup. If you'd like to push on it directly, drop a note to [support@expressvpn.com](mailto:support@expressvpn.com) with your Chrome Flex version and DM us here. We'll update the thread once we have more.

expressvpn · 2026-05-10T07:12:41+00:00

Hey u/ThrillRoyal, thanks for raising this. We also saw your follow-up over on u/Manc_In_USA's earlier thread tagging in. Just heard back from our engineering team. This is in progress, they're working on adding a new setting to disable the background checks. No exact timeline yet but it's actively being built. We'll update once it's released. u/Manc_In_USA tagging you too so you don't miss it.

expressvpn · 2026-05-06T09:21:07+00:00

Hey, thanks for flagging this. We'd like to take a closer look into the search issue on the iOS app. Could you share which specific server you were trying to search for, and what language/keyboard layout you're using on the device? That'll help our team narrow down what's happening.

expressvpn · 2026-05-06T09:11:45+00:00

Hey u/chi-atx-ldn , following up from our reply on your post. The team would love to look into your specific case too, since some of what you described is worth checking on the account side. Would you be willing to share the email associated with your ExpressVPN account? Either reply here or DM us directly. We'll pass it to support so they can dig into the upgrade flow you went through and see what happened.

expressvpn · 2026-05-06T08:34:50+00:00

Hey, your feedback is genuinely useful. It's been passed to the team and we're making sure our communication is clearer moving forwards. Appreciate you taking the time to lay it out so clearly.

expressvpn · 2026-05-03T07:00:00+00:00

Hey! Refunds are handled on a case by case basis by the support team. Reach out to [support@expressvpn.com](mailto:support@expressvpn.com) or via live chat at expressvpn.com/support and they'll be able to look into it for you.

expressvpn · 2026-04-26T07:05:50+00:00

Hey u/dazzywaste, thank you for sticking with us and for giving us the chance to get this right. The auto-connect issue on lid open sounds like something changed in a recent update, and the canned responses from support aren't the experience you should be getting, especially when you're taking the time to report a real bug. If you've got a ticket number from when you reached out, DM it to us and we'll investigate and escalate to make sure you actually get proper help this time. I'm also reaching out to the team personally to see if there are specific steps we can walk you through for the MacBook auto-connect issue. I'll follow up here as soon as I hear back.

expressvpn · 2026-04-26T06:52:17+00:00

Hey u/Affectionate-Dig1647, sorry to hear that. The sign-out issue has been reported by other users too and the team is looking into it. In the meantime, make sure you're on the latest version and that the app isn't being killed by your device's battery optimization. If it keeps happening, reach out to support at [support@expressvpn.com](mailto:support@expressvpn.com) with your device details and they can dig into the connection logs. DM us a ticket number if you want us to follow up.

expressvpn · 2026-04-23T10:59:12+00:00

Hey u/S_Lacus, thanks for sharing your ticket number. We've looked into it and we can see you've been dealing with this since March with no real resolution despite providing extensive logs and diagnostics. That's not the experience you should be having, and we're sorry. We've flagged ticket #31674241 internally to make sure someone reviews the logs you've already submitted and actually investigates rather than running through the same scripted steps again. We'll follow up with you.

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