Troubleshooting & feedback

Fix a site that won’t work, solve VPN problems, and get in touch with the Neo team.

A site doesn’t work properly

Occasionally a site relies on something Neo blocks, such as a script that is also used for tracking. You can turn protection off for that one site while every other site stays protected.

How to

  1. Click the shield at the right end of the address bar.
  2. Turn off the switch next to “Privacy Protection”, then reload the page.
  3. If that fixes it, turn protection back on and open “Advanced controls” to find the one protection causing the problem, such as anti-fingerprinting.
  4. Choose “Report a problem with this website” so we can fix it for everyone.

The VPN won’t connect

System proxy detected
The VPN cannot be enabled while your computer uses a system proxy. Choose “Change proxy settings”, turn the proxy off, and try again.
VPN is unavailable - data limit reached
You’ve used this month’s free data. The VPN is available again when your allowance renews. Setting Neo as your default browser unlocks more.
Kill Switch is activated
The VPN disconnected and Kill Switch is preventing external pages from loading. Reconnect the VPN, or turn off “Activate Kill Switch” in VPN Settings.
The location is unavailable
Try using another location, or choose “Optimized” to let Neo pick one.
Can’t connect to the server
Check your internet connection, try using another location, or restart your browser.

Local AI isn’t working

The model isn’t downloaded yet
The local AI model hasn’t finished downloading. Please wait and try again later.
Your device doesn’t have the required computing capabilities
The model can’t run on this computer. If you use Neo on a more powerful device, turning on sync lets interests worked out there be used here too.
The local AI model is disabled
In Neo Settings › AI Mode, switch on “Enable Local AI”.
A temporary error
This may be fixed automatically by the next browser update. If it keeps happening, send feedback to the Neo team.
An internal error
Send feedback to the Neo team so we can help.

Contacting the Neo team

How to

  1. Choose Contact Neo Team near the bottom of the side bar. The feedback window opens, with the address of the page you’re on already filled in.
  2. Describe an issue, suggest a feature, or share some feedback. Enter your email so we can reply, and attach a file if it helps.
  3. Choose what to send with it, then send it.

What you can include

Include this screenshot and titles of open tabs
Off unless you tick it. Helps us understand the context of your feedback.
Send system information
Ticked to begin with. Your browser version, operating system and performance data.
Send recent crash dumps
Ticked to begin with. Diagnostic logs from any recent issues.

Sharing usage data

“Help make Neo smarter” automatically shares feature usage data, metrics and crash reports, which help us find and fix problems.

How to

  1. Open Settings and turn “Help make Neo smarter” on or off.

Still need help?

Choose “Contact Neo Team” in Neo’s side bar to tell us what’s going on, or check the FAQ.

How to contact usRead the FAQ