Troubleshooting

Can't sign in to Fexyn

Work through these in order. Most sign-in failures are email verification, a wrong password, or a stale app cache.

First, isolate where it's failing

Try signing in at fexyn.com/login in a browser with the same email and password. Two outcomes:

Browser sign-in works. The credentials are correct. The desktop app has stale state. Skip to Fix 3.
Browser sign-in fails too. Either the password is wrong, the email isn't verified, or there's an account-level issue. Continue with Fix 1.

Fix 1 — Verify your email is verified

New accounts need to verify the email address before sign-in works. Check your inbox (and spam folder) for a message from no-reply@fexyn.com with a verification link. Click it.

If you can't find it, request a new one by attempting sign-in at fexyn.com/login — the system will prompt you to resend if the account exists but isn't verified.

Fix 2 — Reset your password

Go to fexyn.com/forgot-password. Enter the email on your account. Click the reset link that arrives in your inbox. Set a new password.

If the email never arrives: the account may not exist with that email address. Sign-up flows return success without revealing whether an email is registered (this is intentional — it prevents account enumeration). If you're sure you signed up but reset emails don't arrive, email support with the exact email address you used.

Fix 3 — Clear the desktop app's cached session

The desktop app caches your session JWT and refresh token locally. If those are stale (e.g. after the backend rotated signing keys, or after a long period offline), the app will reject what looks like a valid session.

Quit Fexyn from the system tray.
Delete the app's session cache: %APPDATA%\Fexyn VPN\session.json. Use File Explorer's address bar to paste that path.
Reopen the app and sign in with email + password.

Fix 4 — Check if Fexyn auth is up

Visit fexyn.com/status. If the auth service is degraded or down, sign-in will fail for everyone. The status page shows current incidents.

Fix 5 — 2FA recovery

If you've enabled two-factor authentication and lost your authenticator (phone replaced, app uninstalled), you'll need to recover with a backup code. The backup codes were displayed once when you enabled 2FA — if you saved them, use one at the 2FA prompt.

No backup codes? Email support@fexyn.com from the email on your account. We'll need to verify ownership through the recovery process before disabling 2FA. This is intentionally not instant; it's the protection that makes 2FA worth enabling.

When to email support

If none of the above fixes work, email support@fexyn.com from the email on your account, with:

The exact error message the app shows
Whether browser sign-in at fexyn.com/login also fails
The Fexyn app version (visible in app settings)
Windows version (10 or 11)

Don't send your password or 2FA codes. We don't need them and we never ask.