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This guide will show you how to find and save your diagnostic information within the ExpressVPN apps.

Once you have found and saved your diagnostic information, you can then send it to our Customer Support team. This will help our team to better understand your issue and find a fix as soon as possible.

Click the links below to find the instructions for your device:

Windows

In the ExpressVPN app for Windows:

  1. Click Menu icon. > Help & Support > Diagnostic Information.
  2. Click Save to File.
  3. Choose what you want to name and file and where you want to save it. Once decided, click Save.

Once saved, you can then send this diagnostic file to the ExpressVPN Support Team via Live Chat. To do so:

  1. In the ExpressVPN app for Windows, click Menu icon. > Help & Support > Live Chat. A window will open in your preferred browser. The ExpressVPN Live Chat will appear in the bottom right of this window.
  2. Click the paperclip icon in the bottom left of the Live Chat window.
  3. Find your saved diagnostic file and click Open. Your file will then be sent to our Live Chat agents to review.
Mac

In the ExpressVPN app for Mac:

  1. Click Menu icon. > Help & Support > Diagnostic Information.
  2. Click Save to File.
  3. Choose what you want to name and file and where you want to save it. Once decided, click Save.

Once saved, you can then send this diagnostic file to the ExpressVPN Support Team via Live Chat. To do so:

  1. In the ExpressVPN app for Mac, click Menu icon. > Help & Support > Live Chat. A window will open in your preferred browser, and the ExpressVPN Live Chat will open.
  2. Click the paperclip icon in the bottom left of the Live Chat window.
  3. Find your saved diagnostic file and click Open. Your file will then be sent to our Live Chat agents to review.
Android

In the ExpressVPN app for Android:

  1. Tap Help.
  2. Under About, tap App details: vXX.XX.X (XXXXXXX). The Xs represent the current version of the ExpressVPN app for Android you have installed on your device.
  3. Tap Diagnostic Information.
  4. Tap Copy icon. in the upper-right corner.

Once copied, you can then send this diagnostic file to the ExpressVPN Support Team via Live Chat. To do so:

  1. In the ExpressVPN app for Android, tap Help.
  2. Under Customer Support, tap Live Chat. This will open the Live Chat window.
  3. Tap the message bar and paste the diagnostic information you saved earlier.
  4. Tap the green arrow to send the diagnostic information to our agents.
iOS

In the ExpressVPN app for iOS:

  1. Tap Help.
  2. Under About, tap App details: vXX.XX.X (XXXXXXX). The Xs represent the current version of the ExpressVPN app for Android you have installed on your device.
  3. Tap Diagnostic Information.
  4. Tap Copy icon. in the upper-right corner.

Once copied, you can then send this diagnostic file to the ExpressVPN Support Team via Live Chat. To do so:

  1. In the ExpressVPN app for iOS, tap Help.
  2. Under Customer Support, tap Live Chat. This will open the Live Chat window.
  3. Tap the message bar in the bottom of the Live Chat window and paste the diagnostic information you saved earlier.
  4. Tap the green arrow to send the diagnostic information to our agents.

 

Need help? Contact the ExpressVPN Support Team for immediate assistance.

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