If you receive a SheerID error of "Oops! Something went wrong!", it usually means SheerID has blocked your connection. They disallow the use of a VPN. However, many network controls can appear as VPN, such as a proxy, privacy relay, Tor network, or certain hosting or datacenter networks.
If you receive a VPN or proxy error even though you haven't intentionally enabled one, your internet traffic may be routed through a privacy service, security application, browser feature, or network configuration without your knowledge.
The steps below can help you identify and resolve the issue.
1. Try an Incognito or Private Browsing Window
Some browser extensions, particularly those related to privacy, security, ad blocking, or traffic filtering, can interfere with verification.
What to try:
Open a new private browsing window and try verification again:
- Google Chrome: New Incognito Window
- Microsoft Edge: New InPrivate Window
- Mozilla Firefox: New Private Window
- Safari: New Private Window
Many browser extensions are disabled in private browsing by default, although some may still run depending on your browser settings.
If verification works in the private window, a browser extension or browser-specific setting may be contributing to the problem.
If the error continues, try temporarily disabling privacy, security, or traffic-filtering extensions and attempting verification again. Re-enable them afterward.
2. Check Browser, Security, and Network Privacy Settings
Some browsers, security applications, and network services include features that route internet traffic through another server or change the IP address websites see.
Examples include:
- Browser VPN or proxy features
- Tor browsing
- Antivirus or security software that routes traffic through an external filtering service
- Corporate or school secure web gateways
- Router-level VPN or proxy settings
- Privacy services that mask or replace your public IP address
What to try:
If you use any of these features, temporarily disable them where appropriate and try verification again. Only change settings you control, and restore your normal security and privacy settings afterward.
You can also try a standard installation of Chrome, Edge, Firefox, or Safari without additional VPN, proxy, or privacy-routing features enabled.
Simply using a privacy-focused browser or security application does not necessarily mean your connection is being routed through a proxy. The important question is whether a feature is changing the public IP address visible to SheerID.
Using a school or workplace network?
If you're connected to a school, workplace, or other managed network, some security settings may be controlled by your organization.
Rather than changing managed security settings, try a personal internet connection or contact your network administrator for assistance.
3. Try a Different Internet Connection
Changing networks is one of the quickest ways to determine whether the problem is associated with your current internet connection.
What to try:
- Disconnect your mobile phone from Wi-Fi.
- Make sure your phone is using cellular/mobile data.
- Confirm that any VPN, iCloud Private Relay, or other privacy-routing service on your phone is disabled.
- Open the verification link on your phone and try again.
If verification works over cellular data but not over your normal Wi-Fi connection, the original network or its public IP address may be causing the block.
Switching networks is a useful troubleshooting test, but it does not guarantee successful verification.
4. Check How Your Public IP Address Is Classified
If the error continues, an IP lookup service may help identify whether your internet connection is being recognized as a VPN, proxy, or hosting network.
What to try:
Use one of the following services to check your public IP address:
If the service asks you to enter an IP address, use the public IP address of the connection you're troubleshooting. You can find it by searching for "What is my IP address" in your browser.
To investigate the original error, run the IP lookup using the same network and privacy settings that were active when the error occurred. You can then repeat the test after changing those settings to see whether your connection is classified differently.
Depending on the service, the results may show your Internet Service Provider (ISP), connection type, and whether the IP address is associated with a VPN, proxy, hosting provider, or datacenter.
For a typical home or mobile internet connection, you would generally expect the results to identify your internet or mobile provider and indicate a residential or mobile connection rather than a hosting or datacenter network.
Look for clues such as:
- The service reports a VPN or proxy even though you haven't intentionally enabled one.
- Your connection is classified as a Data Center, Web Hosting, VPN, or proxy connection.
- The IP lookup identifies a hosting, cloud, or proxy provider rather than your usual internet service provider. This may indicate that your connection is passing through another provider's network.
Important: IP lookup services can help identify potential connection issues, but their results do not guarantee that SheerID will accept your connection. Even if an IP checker identifies your connection as residential or reports no VPN or proxy, SheerID may still detect a restricted connection.
5. Check iCloud Private Relay on Apple Devices
If you use an iPhone, iPad, or Mac with iCloud+, check whether iCloud Private Relay is enabled.
Private Relay is an Apple privacy feature that hides your original IP address by routing supported internet traffic through separate relays. Because websites see a relay IP address instead of your normal connection, SheerID may identify it as a proxy or privacy service.
What to try:
- iPhone or iPad: Go to Settings > [Your Name] > iCloud > Private Relay.
- Mac: Go to System Settings > [Your Name] > iCloud > Private Relay.
Temporarily disable Private Relay. If your device offers Turn Off Until Tomorrow, you can select that option.
Try verification again, then re-enable Private Relay afterward if necessary.
Private Relay is not available in every country or region and is only relevant if it is enabled on your device.
Still Having Trouble?
If you continue receiving the VPN or proxy error after trying these steps, please contact Maxon Support.
When contacting us, please include:
- The exact error message you receive
- Which troubleshooting steps you've already tried
- Whether the error occurs on multiple devices or internet connections
This information will help us determine the appropriate next steps and whether additional investigation with SheerID is necessary.
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