Help Center

No email address is required—create an account with a username and password. Get started in the user panel, keep your login details safe, and avoid reusing passwords from other websites. Once signed in, check your account overview, then review the available plans and client downloads. Creating an account and activating a plan are separate steps; signing in does not mean you already have an active subscription. Since accounts are not tied to email, keep order details that can verify account ownership in case you have trouble accessing your account. Never share your password or full subscription link publicly.

Sign in to the user panel and find your link under the subscription section of the account overview. Then import it using your client’s subscription feature. If you already have a subscription, find the corresponding profile in the client and update it. Once the update succeeds, select a route again if needed; changes to node names or rules usually do not require importing the entire profile again. If the update fails, check your plan status, network connection, and whether the link is complete, then copy it again from the panel. Your subscription link is an account credential: store it only on trusted devices, and never include it in public screenshots, shared documents, or ticket messages.

There is no limit on the number of devices that can be online at the same time, so switching devices alone does not require a new plan. VPNXN supports Windows / macOS / iOS / Android / Linux. Sign in to the same account on your new device, download the client from the panel, and import your subscription. Unlimited devices does not mean each device gets a separate data allowance, so plan your usage accordingly. Before retiring an old device, remove any saved subscription and account details. If you no longer control the device, review your account credentials and check the panel for options to manage your subscription.

A subscription link can be used to retrieve the connection settings for your account. If it is exposed, treat it as a compromised account credential. Remove any public copies first, then check the user panel for an option to reset your subscription. If you cannot find one, explain the situation in a support ticket and stop sharing the old link. If you imported the subscription more than once, identify which profile you are using and when it was last updated. Confirm that the profile you intend to keep can update and connect before removing duplicates. Avoid changing your password, deleting every profile, and switching modes all at once, so you can still compare the results. Changing your password may not automatically invalidate an existing subscription link.

A connected status usually means the client has established a connection; it does not guarantee that every website will load. Disconnect first and confirm that your local network can reach everyday websites. Reconnect, then check that your profile is up to date, the selected route is available, and your plan is active. Test your browser and other apps separately to see whether the issue affects the whole device or just one app. Temporarily disable other proxy or network-routing tools to prevent conflicting settings. Record the error message and steps to reproduce the issue before submitting a ticket; this is more useful than repeatedly reinstalling the client.

Apps can use different network interfaces and connection methods, so a working browser does not prove that the app is routed through the proxy. Check whether the client is using the system proxy, rule-based mode, or another network-routing method. Then see if the app has its own proxy settings or if a rule is sending it through a direct connection. Quit and reopen the app so it does not keep using an existing connection. If system permissions or a network extension are involved, follow the client’s prompts to authorize them; do not disable system security features without a clear reason. Note your original settings before making changes, then keep the mode that works for your needs.

Keep your current profiles for now; do not clear the client right away. Check your account and plan status in the user panel, then make sure the subscription URL has no missing characters or extra spaces and that you have not copied any explanatory text with it. Try updating while your local network is working, and check the specific error shown by the client. A URL parsing error, connection timeout, and unsupported format each require a different fix. If the panel shows a new link, replace the old URL saved in your client. When submitting a ticket, include the error text, your operating system, and the steps you took. Hide your full subscription link, password, and other account credentials in screenshots.

First check your device’s date, time, and time zone. Then see whether other proxies, network filters, or virtual networking tools are running at the same time. Do not dismiss certificate warnings by disabling verification; confirm that the address you are visiting and the client’s source are correct. For DNS issues, distinguish between a domain that cannot be resolved and a connection that fails after resolution. Note the client’s warning and follow the setup guide to check system permissions and network-routing status. Change only the setting you are currently testing, then decide whether to keep or revert it. If the issue persists, describe any network changes that occurred before it started in a support ticket. Do not send a full configuration containing credentials.

Disconnect first and check whether local websites and other everyday services are also slow. If they are, check your Wi-Fi signal, background downloads, and local network. If only proxy traffic is slow, use the same device and destination service to compare how different routes perform. Start by switching between routes with similar exit regions. Avoid changing the region, protocol, and app settings at the same time, or it will be hard to identify the cause. Peak-hour congestion can affect the entry, transit, or exit link; a route’s name is no substitute for testing it. In your ticket, include when the slowdown occurred, the route you used, and the destination service so the issue can be investigated.

Route types describe the path your traffic takes, not how well every connection will perform. A direct route depends mainly on network conditions between your local connection and the exit. A relayed route adds a forwarding hop and lets you compare different entry paths. An IEPL line can be one factor when choosing an international route, but the destination service, exit status, and local network still affect performance. For everyday use, choose an exit region that meets the destination’s requirements, then compare available routes on your current network. See the routes and protocols guide to understand the trade-offs in protocol and topology. Do not infer latency, bandwidth, or app compatibility from a route type alone.

VPNXN covers 100+ countries / 240+ routes. Check the user panel and your updated subscription for the available exits. Regional coverage describes the range of network resources; it does not mean every platform will treat every exit the same way. AI tools and streaming services may consider the exit region, account details, past sign-ins, and their own service rules when determining access. Check which regions the platform supports, then test with your usual exit rather than switching regions repeatedly. If the platform displays a specific account or region warning, read its guidance instead of repeatedly changing protocols.

Latency measures the round-trip time of a single probe; it does not measure sustained transfer performance. Video buffering and slow downloads can also result from packet loss, network congestion, the destination server’s delivery policies, local Wi-Fi conditions, or background activity. Compare routes using the same content, and check whether other devices or apps are using the network heavily. If only one platform is slow, keep your current connection and test other services to narrow down the issue. Do not compare routes using results from different times or destinations. When reporting the issue, describe what happens during playback or downloads and include the steps you have tried; this is more useful than a latency screenshot alone.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data resets monthly on the date your plan starts. The start date determines the reset schedule, so do not assume it resets on the first of the calendar month. Check your account overview in the user panel for the current status. Choose a plan based on your video, download, and everyday browsing habits; using multiple devices at once does not by itself mean you need a higher tier. Before a reset, check the usage and timing shown in the panel before changing plans. Compare full pricing and billing details on the plan pricing page, and make changes in the user panel.

Data packages cost ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They last until the data is used and never expire. Monthly plans reset their data every month based on the plan’s start date. The two options suit different usage patterns: data packages do not replenish monthly, and you should not assume that data from different plans will stack. If you upgrade a monthly plan mid-cycle, the price difference is prorated by the remaining days. Check the adjustment shown in the panel before proceeding. If you already have a plan and are unsure how switching will affect it, confirm the details in a support ticket first rather than relying on your own price calculations.

WeChat Pay / Alipay / USDT are supported. Start payment through the order flow in the user panel, check your order details, and follow the on-screen instructions. Do not use a payment address provided by someone else or substitute a screenshot for an official order. If the status does not update after payment, return to the panel and refresh the order, then check that your payment record matches that same order. Do not create and pay for another order for the same purchase while the status is unconfirmed. If you still need help, submit a ticket with the order ID, payment method, and a description of the issue. Hide personal information that is not needed for verification in payment screenshots, and never send your password or full subscription link.

VPNXN offers a 30-day money-back guarantee. To request a refund, sign in to the user panel and open a support ticket. Clearly state that you are requesting a refund and include the relevant order ID and payment method so the account and transaction can be verified. Specify which order you want refunded; saying only that the service does not work may not make your request clear. Check the refund terms in the Terms of Service for eligibility details, and follow up on progress through your ticket. Do not assume processing times, fees, or payment-channel rules that are not listed. You can briefly describe any connection issues, but do not include your password, full subscription link, or sensitive configuration in the request.