Skip to main content

Troubleshoot sign in and connection problems

Get back into Root when sign in fails, account creation won't finish, or the app can't reach our servers.

If Root says your username or password is wrong when you know they're right, or account creation stops with "something went wrong", the problem usually isn't your account. It's that Root can't reach our servers, so the app falls back to a general error. You might also see a "failed to connect" message.

A quick way to tell the two apart: try signing in to Root on a different device. If it works there, your account and password are fine, and the problem is the connection on the device where Root won't sign in. The steps below help it connect again.

1. Restart Root​

Often the quickest fix. Close Root completely and reopen it, which forces a fresh connection. On a phone, swipe Root away from the app switcher first, then open it again.

2. Turn off your VPN or proxy​

A common cause. VPNs, proxies, and some privacy or security tools block or reroute the connection Root needs, so sign in and account creation fail. Turn yours off (or add an exception for Root), then try again. On a phone, this includes any VPN app and any VPN set up in your device's settings.

3. Try a different network​

Work, school, and public networks often block the traffic Root uses to connect. Switch to another network, such as your home Wi-Fi or a phone hotspot, and try again. On a phone, try switching between Wi-Fi and mobile data.

4. Check your date and time​

If your device's clock is wrong, Root can't make a secure connection to our servers. Make sure your date and time are set correctly, and turn on the option to set them automatically.

5. Check what's blocking the connection​

Security software, system settings, and data restrictions can quietly block Root's connection. The checks differ by device.

The exact checks depend on your operating system.

Windows

  • Windows Firewall: allow Root through. Open Settings → Privacy & security → Windows Security → Firewall & network protection → Allow an app through firewall, then make sure Root is ticked.
  • Antivirus and security suites: some third-party security software scans secure (HTTPS) connections, which can break Root's connection. Turn off HTTPS or SSL scanning, or add Root as an exception.
  • Windows Update: install any pending updates in Settings → Windows Update. This keeps the security certificates Root relies on up to date.

macOS

  • Software updates: install any pending updates in System Settings → General → Software Update to keep your certificates current.
  • Security software: if you run third-party antivirus or VPN tools, check they aren't blocking Root, or add Root as an exception.

Linux

  • Update your certificates: Root can't connect if your system's certificates are out of date. On Debian or Ubuntu, run sudo apt install --reinstall ca-certificates, then try again. On other distributions, update your ca-certificates package.
  • Check your firewall: if you use a firewall such as ufw, make sure it isn't blocking Root's connection.

6. Update to the latest version​

An older version of Root can lose touch with our servers. Make sure you're on the latest version.

Still having trouble?​

If you still can't sign in after all of the above, let us know and we'll look into it.

  • Contact support from our website. You don't need to be signed in.
  • Once you're back in, you can also report an issue from inside the app, which attaches your Root version and device details automatically.