SavvyConnect Troubleshooting

You've come to the right place for help with troubleshooting SavvyConnect.

What can we help you with today?

For assistance with other questions please contact our support team.

Troubleshooting Activity

Do you need help with a mobile device (smartphone or tablet) or a Personal Computer (desktop or laptop)?

What mobile operating system do you need help with?

What browser do you need help with?

What area of SavvyConnect do you need help with?

Chrome

Installation Check

First, open your Google Chrome browser and follow the steps below to make sure the SavvyConnect extension is installed and enabled.

Within your Google Chrome browser, click on the vertical three dots () in the top right corner of the window and select "More Tools" to expand the list of available options.
Select "Extensions" from this list.
Locate the SavvyConnect extension which, depending on your version, may be called "SavvyConnect Express Extension" or "SavvyConnect by SavvyShares extension" and ensure it is enabled (the switch should be blue and toggled to the right)
- If you cannot find the extension on this page, you will need to install it from here

Activity Check

If the SavvyConnect extension is installed and enabled but you are still receiving no activity messages, please make sure you are logged in and tracking is activated by:

Within your Google Chrome browser, click on the extensions icon () in the top right corner of the window and select "SavvyConnect" from the list.
- You can pin SavvyConnect to the top of your browser window by clicking the pin icon () to quickly check your status.
If prompted, please login or agree to any required consent forms.

If using the SavvyConnect Device Status indicator within the extension or the SavvyShares.com website, you will need to reload the web page to recheck your status. Updates are usually visible within less than 5 minutes. On occasion it may take up to an hour before new activity is visible.

If you have followed the above steps and are still having issues with your device activity, please contact us at support@savvyshares.com and we will be happy to assist you further.

Microsoft Edge

Installation Check

First, open your Microsoft Edge browser and follow the steps below to make sure the SavvyConnect extension is installed and enabled.

Within your Microsoft Edge browser, click on the horizontal three dots () in the top right corner of the window to open the "Settings and more" menu then select "Extensions."
Locate the SavvyConnect extension called "SavvyConnect Express Extension" and ensure it is enabled (the switch should be blue and toggled to the right).
- If you cannot find the extension on this page, you will need to install it from here

Activity Check

If the SavvyConnect extension is installed and enabled but you are still not active, you will need to make sure you are logged in by following these steps below.

Within your Microsoft Edge browser, click on the SavvyConnect icon () in the top right corner of the window.
- If this icon is not present, please see the prior section to ensure SavvyConnect is installed and enabled.
If prompted, please login using your SavvyShares credentials.

Firefox

Installation Check

First, open your Firefox browser and follow the steps below to make sure the SavvyConnect extension is installed and enabled.

Within your Firefox browser, click on the horizontal three bars () in the top right corner of the window to open the menu then select "Add-ons."
Select .
Locate the SavvyConnect extension called "SavvyConnect Express Extension" and ensure it is enabled (the switch should be blue and toggled to the right).
- If you cannot find the extension on this page, you will need to install it from here

Activity Check

If the SavvyConnect extension is installed and enabled but you are still not active, you will need to make sure you are logged in by following these steps below.

Within your Firefox browser, click on the SavvyConnect icon () in the top right corner of the window.
- If this icon is not present, please see the instructions above to ensure SavvyConnect is installed and enabled.
If prompted, please login using your SavvyShares credentials.

Safari

The Safari browser is not currently compatible with SavvyConnect. You can use Chrome or Firefox to remain active with SavvyConnect on your Mac.

Internet Explorer

Internet Explorer is no longer supported. Please use another browser such as Mozilla Firefox, Google Chrome, or Microsoft Edge.

Android

You can check SavvyConnect's Connection Status from inside of the app by following the instructions below.

If you do not have SavvyConnect, visit the SavvyConnect page and click on the Install button.

Open the SavvyConnect App.
Wait for the Connection Status to display check the status of "Connected," including a green check mark.
If green check mark does not appear, tap menu (three horizontal lines) in the upper left corner. Then tap on Connection Status.
Once the green check mark appears, open your Google Chrome web browser and visit any site or perform a search to make sure everything is working properly.

Note: It is normal for the SavvyConnect VPN to occasionally reconnect during the transition between Wi-Fi and cellular connections.

If the status of the connection is anything other than connected, please contact technical support at support@savvyshares.com.

Android OS 5.0 and below

A prompt will appear asking if you "trust" the application each time the device is restarted. This prompt must be confirmed for SavvyConnect to function.

Amazon Fire (Kindle)

You can check SavvyConnect's Connection Status from inside of the app by following the instructions below.

If you do not have SavvyConnect, visit the SavvyConnect page and click on the Install button.

Open the SavvyConnect App.
Wait for the Connection Status to display check the status of "Connected," including a green check mark.
If green check mark does not appear, tap menu (three horizontal lines) in the upper left corner. Then tap on Connection Status.

Note: It is normal for the SavvyConnect VPN to occasionally reconnect during the transition between Wi-Fi and cellular connections.

If the status of the connection is anything other than connected, please contact technical support at support@savvyshares.com.

Android OS 5.0 and below

A prompt will appear asking if you "trust" the application each time the device is restarted. This prompt must be confirmed for SavvyConnect to function.

iOS (iPhone or iPad)

You can check SavvyConnect's Connection Status from inside of the app by following the instructions below.

If you do not have SavvyConnect, visit the SavvyConnect page and click on the Install button.

Open the SavvyConnect app.
Check the Status page to ensure all services are enabled. If any of the three in-app services are shown with a yellow background (X), you can tap on the service(s) to resolve.

Here are steps to address each of these:

Check VPN Status Issues

Connect on Demand

From your iOS device, select Settings > General > VPN and tap the (i) icon shown on the SavvyConnect Mobile VPN profile. Confirm that "Connect on Demand" is enabled.

Allow Background Refresh

Ensure "Allow background refresh" is enabled. From your iOS device, select Settings > General > Background App Refresh > Allow SavvyConnect.

For Notifications service issues

This permission is required to ensure we can keep your SavvyConnect app activated in the background.

Tap "Settings."
Tap "Notifications."
Select "SavvyConnect."
Enable "Allow Notifications."

For Location service issues

This permission is optional and not required to maintain an active participation status.

Tap "Settings."
Tap "Privacy."
Tap "Location Services."
Tap "SavvyConnect."
Under "Allow Location Access", tap "Always."

To upgrade SavvyConnect to the latest version, either upgrade through the respective store listing, or access this link from the device.

Important note for Chrome users:

The latest version of the SavvyConnect application for Google Chrome is titled "SavvyConnect by SavvyShares" and can be seen using the link below. If you have any older versions of SavvyConnect installed, you can remove them by following the steps in this guide for uninstalling SavvyConnect.

Internet Explorer is no longer supported. Please use another browser such as Mozilla Firefox, Google Chrome, or Microsoft Edge.

The Safari browser is not currently compatible with SavvyConnect. You can use Google Chrome or Mozilla Firefox to remain active with SavvyConnect on your Mac.

To upgrade SavvyConnect to the latest version, either upgrade through the respective store listing, or access this link from the device.

Android

Open the "Settings" app and tap the search icon to search for "Usage access" within Settings.
Depending on your device, select "Usage access" or "Usage data access" from within the "Special access" menu.
Go into the "Usage access" menu and select "SavvyConnect."
Enable "Permit Usage Access."

Amazon Fire (Kindle)

Open the "Settings" app and tap the search icon to search for "Usage access" within Settings.
Select "Usage access" or "Usage data access" from within the "Special access" menu.
Go into the "Usage access" menu and select "SavvyConnect."
Enable "Permit Usage Access."

Android

Open the SavvyConnect app and follow any prompts listed to restore Internet Connectivity. If the issue persists and you do have a valid internet connection, please contact SavvyConnect support.

Amazon Fire (Kindle)

Open the SavvyConnect app and follow any prompts listed to restore Internet Connectivity. If the issue persists and you do have a valid internet connection, please contact SavvyConnect support.

iOS

Open the SavvyConnect app and follow any prompts listed to restore Internet Connectivity. If the issue persists and you do have a valid internet connection, please contact SavvyConnect support.

Occasionally, SavvyConnect can interfere with an app on your iOS device from working correctly. We are happy to help resolve this. Please contact support@savvyshares.com from your registered SavvyShares email address and let us know about your issue.

When installing SavvyConnect on a device running Android 11 or later, you will need to install the VPN certificate in order to ensure your sensitive information is kept secure.

Please follow these steps to install the certificate from Settings:

Open the SavvyConnect App.
Wait for the Connection Status to detect the missing certificate.
After a few seconds a tutorial titled "Free VPN - Install Certificate" should display. Follow the displayed instructions to complete the certificate install step.

Please contact support@savvyshares.com from your registered SavvyShares email address and let us know about your issue. We are happy to help.

Internet Explorer is no longer supported. Please use another browser such as Mozilla Firefox, Google Chrome, or Microsoft Edge.

The Safari browser is not currently compatible with SavvyConnect. You can use Chrome or Firefox to remain active with SavvyConnect on your Mac.

Installing SavvyConnect

Do you need help with a mobile device (smartphone or tablet) or a Personal Computer (desktop or laptop)?

What mobile operating system do you need help with?

What browser do you need help with?

Chrome Browser

Access this link from within your Chrome browser, which will prompt you to login to your SavvyShares account and agree to any required Consent forms. It will then redirect you to the appropriate page on the Chrome Web Store.
Select "Add to Chrome."
When prompted, enter your SavvyShares email address and password.

Microsoft Edge Browser

Access this link from within your Microsoft Edge browser, which will prompt you to login to your SavvyShares account and agree to any required Consent forms. It will then redirect you to the appropriate page on the Microsoft Store.
Select "Get."
When prompted, enter your SavvyShares email address and password and login.
Once logged in successfully you're all set.

Firefox Browser

Access this link from within your Firefox browser, which will prompt you to login to your SavvyShares account and agree to any required Consent forms. It will then redirect you to the appropriate Firefox Add-ons page.
Select "Add to Firefox."
When prompted, enter your SavvyShares email address and password and login.
Once logged in successfully you're all set.

Safari

The Safari browser is not currently compatible with SavvyConnect. You can use Google Chrome, Microsoft Edge or Mozilla Firefox to remain active with SavvyConnect on your Mac.

Internet Explorer

Internet Explorer is no longer supported. Please use another browser such as Mozilla Firefox, Google Chrome, or Microsoft Edge.

Android

Access this link from within your Android device's web browser. It will prompt you to login to your SurveySavvy account, ensure that you complete any required Consent forms and then redirect you to the SavvyConnect app listing on the Google Play Store.
From Google Play you can download the app and activate your device, using the instructions provided by the app.
Important – after installing the app, to obtain and maintain active status in the panel, after you start the app, you must complete the following steps:
- When prompted, enter your SurveySavvy email address and password.
- Agree to activate the core app features and complete the steps to connect to the VPN, including installing a certificate that will ensure your sensitive information is kept secure (Android 11+ users, see note below).
- Permit usage access for SavvyConnect.

If your device is running Android 11 or a later release, before installing SavvyConnect you will need to use the Settings app to install the VPN certificate and ensure your sensitive information is kept secure.

If you are using a Samsung Devices:

Download the cert here.
Open the Settings app, scroll down and tap "Biometrics and security", scroll down and tap "Other security settings" and then "Install from phone storage." You should see a list of one or more items, one of which is "savvyconnect_pub.crt".
Tap the item "savvyconnect_pub.crt" and then tap Done.
When prompted, unlock your screen using the current unlock mechanism (pin, password, etc). You should now see a screen where are being asked to provide a Certificate name. Type "SavvyConnect VPN" and then tap Ok. You should now see a message indicating "SavvyConnect VPN is installed".
If you have already begun your SavvyConnect app install, return to the app and follow the instructions. Otherwise, install the app from the Google Play store.

If you are using a Pixel or other non-Samsung device:

Download the cert here.
Open the Settings app, scroll down and tap "Security", scroll down and tap "Encryption & credentials", then "Install a certificate" and then "CA certificate".
You will now see a warning message. Read it carefully and tap "Install anyway" to setup SavvyConnect.
When prompted, unlock your screen using the current unlock mechanism (pin, password, etc).
You should see a list of files in your "Downloads" folder, one of which is "savvyconnect_pub.crt".
Tap the item "savvyconnect_pub.crt". The system will install the certificate and then display "CA certificate installed"
If you have already begun your SavvyConnect app install, return to the app and follow the instructions. Otherwise, install the app from the Google Play store.

iOS

Access this link from within your iOS device's web browser, which will prompt you to login to your SavvyShares account and agree to any required Consent forms. It will then redirect you to the download page.
Before opening SavvyConnect Mobile app, you'll need to trust our app via Settings>General>Profile & Devices Management>Luth Research and then "Trust" the Luth Research LLC profile.
Open the SavvyConnect App, then provide your SavvyShares email address and password.
Follow the short tutorial on installing the SavvyConnect Mobile VPN

Amazon Fire (Kindle)

Access this link from within your Amazon device's web browser, which will prompt you to login to your SavvyShares account and agree to any required Consent forms. It will then redirect you to the download page.
Select the hamburger menu in the top left corner to pull up the menu.
Select the "Downloads" option from the menu.
Once downloaded, tap to install SavvyConnect.
Open the SavvyConnect App.
Enter your SavvyShares email address and password.
When prompted, follow the steps to install the SavvyConnect Mobile VPN.
When prompted, follow the steps to enable App Usage permissions from within the "Settings" app at "Settings -> Apps and Notifications -> Special app access -> Usage access -> SavvyConnect -> Permit Usage access."

Uninstalling SavvyConnect

Do you need help with a mobile device (smartphone or tablet) or a Personal Computer (desktop or laptop)?

What mobile operating system do you need help with?

What browser do you need help with?

Chrome Browser

Within your Google Chrome browser, click on the vertical three dots () in the top right corner of the window to open the "Customize and control" menu. Near the bottom, click "More Tools."
Select "Extensions" from the side menu.
Based on what version is installed, locate either the SavvyConnect Express Extension or the SavvyConnect by SavvyShares extension.
Click "Remove."

Firefox Browser

Click the menu button and choose "Add-ons."
In the Add-ons Manager tab, select the "Extensions" panel.
Locate the SavvyConnect Express Extension.
Click the three dots () icon for the SavvyConnect Express extension and select "Remove."

Microsoft Edge Browser

Within your Microsoft Edge browser, click on the horizontal three dots () in the top right corner of the window to open the "Settings and more" menu then select "Extensions."
Locate the SavvyConnect Express extension.
Select "Remove."

Android

Open the Google Play Store app
Tap Menu > My apps & games.
Tap on the app or game.
Tap Uninstall.

Note that even after uninstalling the application, a few harmless application settings will be left on the device. Although these settings will not impact your device, you can follow these steps to fully remove them:

Open "Settings" and select "Security."
Tap "Encryption & credentials."
Tap "Trusted Credentials."
Tap "User" tab.
Remove the "Luth CA" certificate.

Amazon Fire (Kindle)

Open "Settings".
Tap "Apps and Notifications."
Tap the "SavvyConnect" App.
Select "Uninstall" and then "Uninstall" again to confirm.

Open "Settings" and select "Security & Privacy."
Tap Credentials Storage."
Tap "Trusted Credentials."
Tap "User."
Tap on "Luth Research, LLC" certificate.
Select REMOVE.

iOS

Touch and hold your finger on the "SavvyConnect" application to open the quick actions menu.
Tap the "Remove" option.
Tap "Delete App."

Once the SavvyConnect profiles are deleted, the VPN symbol will be removed from the status bar and the application icon will be removed from the home screen.

Tap the "Settings" icon.
Tap "General" and then "Profile."
Tap the right arrow next to the "SavvyConnect Mobile" profile.
Tap "Remove" Profile.
Tap "Delete" again to confirm removal of the SavvyConnect profile.

Important: Don't remove the SavvyConnect Mobile profile before removing the SavvyConnect mobile app or you will begin receiving error messages related to "server identity warnings." If you encounter these errors, you will lose internet connectivity until the app is fully removed.

Internet Explorer

Close all web browsers.
Uninstall the "SavvyConnect" desktop app from your operating system's Control Panel.
Within your Internet Explorer browser, select Tools , and then select Manage Add-ons.
From Add-on Type Toolbar and Extensions locate the SavvyConnect IE extension.
Once SavvyConnect IE Extension is highlighted, select the Remove option and then the Close option.