Troubleshooting

Last updated: 2026-10-31

Most problems have a quick fix. Find the one that matches what you're seeing below.

Why does my iPhone show VPN?

While Alpaca is on, iOS shows a small VPN badge in the status bar, and lists Alpaca as Alpaca DNS under Settings › General › VPN & Device Management › VPN.

This is expected. Alpaca uses a local VPN configuration on your iPhone or iPad only to help filter content. It does not send your internet traffic to a remote server — filtering happens on the device itself. See What does "Add VPN Configurations" mean? for more.

The permission message never appears

If iOS doesn't show Alpaca Would Like to Add VPN Configurations when you turn protection on, Screen Time may be blocking VPN changes.

Open iOS Settings › Screen Time › Content & Privacy Restrictions and check whether VPN changes are restricted. Allow them, then open Alpaca and turn protection on again.

I tapped "Don't Allow"

No problem. Open Alpaca and tap the protection switch again. iOS will ask for permission once more — tap Allow this time.

Another VPN app is installed

iOS runs only one VPN at a time. If you connect another VPN app, it can take over from Alpaca while it is connected, and Alpaca's filtering won't be active during that time.

Disconnect the other VPN when you want Alpaca's protection, then check that Alpaca shows Family Protected.

A work or school device or network

Work or school profiles, and some work or school networks, can block VPN configurations. If Alpaca can't turn on with a work or school profile installed, or on a work or school network, it may be restricted there. Ask the person who manages the device or network.

"Previous Setup Still Active"

This message means an older Alpaca configuration is still on the device.

Ads are still showing

Alpaca helps filter many ads and trackers, but some ads can't be filtered this way. Ads that come from the same service as the content — for example ads inside YouTube — usually come from the same addresses as the content itself, so Alpaca can't filter them without also affecting the service.

You can check that ad filtering is working with Test Ad Blocker in Alpaca's Settings.

An app or website isn't loading

Sometimes a filter may affect an app or website you want to use.

1. Pause protection in Alpaca and try again. If it now loads, Alpaca's filtering was affecting it.
2. Check Exceptions — go to Settings › Exceptions and see whether a switch there covers the feature, such as Facebook comments, Facebook login, WhatsApp or LinkedIn sign-in.
3. Try a lighter preset — stricter presets, such as Lockdown and Privacy, can affect some apps and services. See Presets.
4. Resume protection when you're done.

On iPhone and iPad you can't add your own websites to an allow list. Exceptions only offers the fixed switches.

Protection stopped

Alpaca turns protection back on by itself after a restart, airplane mode or an unexpected stop. If you see a Protection stopped notification, open Alpaca and check the status at the top. Tap Turn On or Resume Protection if needed.

If protection is off and you didn't turn it off, check whether another VPN app is connected, and make sure you're still signed in — signing out stops filtering on that device.

I forgot my Parental Controls PIN

Wait until the lockout ends and try again, or answer your security question if you set one. As a last resort, delete Alpaca and install it again. See Parental Controls.

Still need help?

The Help & FAQ section in Alpaca's Settings answers common questions. If you're still stuck, please contact our support team and tell us what you're seeing. You can also check Network status in Settings first and include what it shows.