Firstly make sure that you are using the correct VPN login details.
Maybe you did not receive your set up email? if this was the issue then please login to your client area here and then once logged in click on your name and from the ‘Drop Down List’ choose ‘ Emails Sent you will then see your set up email which will also contain your VPN login details.
If you are using correct login details and unable to connect using PPTP or L2TP please try using OpenVPN try both options UDP and also TCP.
Some 3rd party/Anti-virus/Windows firewall also block the PPTP and L2TP protocols. This most often happens when you have set your security level to higher than normal. Please Disable any 3rd party/Anti-virus/Windows firewall and try again. If it resolves your issue, allow PPTP, L2TP and IPSec through your 3rd party Anti-virus firewall and then you may enable the firewall(s). Please do this as well if you have trouble loading the VPN server lists.
When you have tried the above options and are still having issues please contact us.