Subscription and connection FAQs

No email address is required. Create an account with a username and password. Follow the prompts in the user panel and keep your login details somewhere safe. Use a username that is different from your public handles on other sites, and never reuse passwords. Not needing an email address does not mean you can neglect account security: make sure you can still log in before clearing browser data or switching devices. If you have trouble logging in, visit the Support page for help and describe what happened. Never post your password, subscription link or screenshots containing account details in public discussions.

Sign in to access your subscription details. Open the user panel, find your subscription, then use the import-subscription option in your client. To refresh an imported subscription, open its settings or menu in the client and select the update option. Once the update finishes, check the result in the client and select a route again instead of repeatedly adding configurations with the same name. If the update fails, check that the panel opens, your account and plan are in good standing, and the copied link is complete. Subscription links contain access credentials: keep yours in your client and never post it publicly or submit it to an unfamiliar tool.

There is no device limit, so switching devices does not require choosing a different plan. Sign in to the same account on your new device, open the panel to get the compatible client and subscription details, then follow that platform’s import instructions. Client settings are separate on each device, so a working connection on your old device does not mean system proxy or app rules are configured on the new one. To troubleshoot, check that the subscription is imported, a route is selected and the connection is enabled, then test the service you want to use. Keep your account and subscription details secure; do not publish them as shared information.

Windows, macOS, iOS, Android and Linux are supported. All client downloads are available through the user panel. After signing in, you can get clients for Windows, macOS, Android and Linux. For iOS availability and instructions, check the panel. Before you begin, confirm your operating system and device type, then use the matching download option; setup steps for other platforms may not apply. The client and subscription details are separate: after installing the client, sign in to the panel to get and import your subscription. If you are unsure what to do next, follow the guide in order: download a client, import your subscription, select a route and test the connection.

Pause the client and check that your local network can still open websites you normally use. Reconnect, then check the current configuration and selected route. A “connected” status confirms that a connection has been established; it does not guarantee that the target service’s account, region or app requirements are met. Open the service in a browser and note whether the domain fails to resolve, the page hangs or an account prompt appears. If needed, switch to a route that meets the service’s regional requirements. If no websites load, check your local network and proxy settings first. If only the target service is affected, save its full error message and troubleshoot against that service’s requirements.

Browsers and apps may use different network paths. Some apps follow the system proxy, while others use their own network settings or connect directly under the client’s rules. Check the client’s current mode, system proxy status and rules for the app, then fully quit and reopen it. If the client offers a more comprehensive traffic-routing mode, check the guide for its requirements and permissions before enabling it; do not switch modes based on the name alone. Temporarily turn off other traffic-routing tools to avoid conflicting settings. If the problem persists, provide the app name, operating system, client mode and exact error text so support can investigate.

Make sure you updated the subscription configuration you currently use, not an older imported entry, and check that the client confirms the update succeeded. Some clients retain the previous selection or cache the route list, so reopen the route selector after updating and restart the client if needed. If multiple configurations have the same name, identify which one you use and where each came from before removing anything. Once you have confirmed that you can retrieve the subscription again from the panel, remove configurations you no longer use. If the panel works but the client keeps reporting errors, note the exact error and steps you took, then open a support ticket. Before sharing a screenshot, hide the full subscription link and sensitive account details.

Note whether the disconnection happens while connecting, during use or after the device wakes from sleep, and whether it still occurs after switching local networks. Check that power-saving settings are not stopping the client in the background, and rule out interference from other proxy tools or security software. In your ticket, include your operating system, client name, selected route, target service, exact error message and the steps you have already tried. If the issue only occurs at certain times, mention when. Share only log excerpts related to the problem. Check them for passwords, subscription links and other access credentials before sending, and never upload a full configuration without reviewing it first.

VPNGC covers 110+ countries and 170+ routes. The client’s current list shows the available options. First check which regions your target service requires, then compare routes that meet those requirements using the task you actually need to do. For everyday work, check page loads and file transfers; for AI tools, test sign-in and ongoing use; for streaming, verify the content region and playback. A region label is no substitute for testing, and a route’s performance on one visit is not a long-term guarantee. If the service does not require a specific region, compare routes with a suitable network path rather than choosing by geographic distance alone.

First determine whether the slowdown is on your local network, the international connection or the target service. Pause large downloads, cloud sync and other bandwidth-heavy tasks, then compare routes that meet the service’s regional requirements using the same app and actions. For video, lower the playback quality and see whether buffering improves. For AI tools, distinguish slow page loading from time spent waiting for the service to generate a response; switching routes may not fix the latter. After switching routes, reload the page or reopen the app so the new connection takes effect. If the problem repeatedly occurs during peak hours, note the time, target service and selected route, then report it in a support ticket. Avoid changing several settings at once, or you will not be able to compare results.

Latency measures round-trip delay, but download and streaming performance also depend on available bandwidth, network congestion, the target server and your device. Do not choose a route based on latency alone. For a fair comparison, keep your local network, target content and client mode the same, then check actual page loads, transfers or playback. If a speed test looks normal but an app is still slow, check the target service’s account status, regional rules, cache and server load. Background transfers can also affect results, so pause them before testing. Route status can help narrow down your options, but judge the result by whether your own task works smoothly; a single test is not a guarantee.

Your connection region is only one factor a platform may use to determine access. Account region, billing details, previous sessions and the platform’s own rules may also affect the result. Confirm that the client has switched to the intended route, then sign out of the service and reopen it to check whether the app is using the new connection. If the region message persists, save its exact wording and check the platform’s official guidance on account settings and supported regions. Do not repeatedly change billing or account details. VPNGC provides international routes, but a route name does not guarantee access to any particular platform. For streaming, see our access guide and check the connection, content region and account requirements separately.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB and ¥28/month for 500GB. Data resets monthly on your activation date, not necessarily on the first day of the calendar month. Check the user panel for your remaining data and reset date. Before choosing a plan, consider your video streaming, file transfers and everyday work—not just the number of devices, since unlimited simultaneous devices and data allowances are separate. If your available data does not match your expectations, check the plan name, activation record and panel status, then ask about it in a support ticket. Do not infer billing from the client’s local usage statistics alone.

Data packages are ¥158/300GB, ¥358/1000GB and ¥658/3000GB. They remain valid indefinitely and are used until the data runs out. Monthly plans reset data each month on your activation date. Choose based on whether your usage is regular or concentrated, not just the upfront price. “Never expires” describes the validity of a data package; it does not mean unlimited data or that you can ignore the remaining balance shown in the panel after importing it into your client. If your account already has a plan, check the pricing page and panel details for your account before choosing another type. Do not assume different types can be combined, their allowances merged or data deducted in a particular order.

Alipay, WeChat Pay and USDT are supported. Start payment through the order flow in the user panel. Check the plan, amount and on-screen instructions, and do not use payment links from unknown sources. After paying, return to the panel to check the order and plan status. If it has not updated, refresh the page and verify that you are signed in to the correct account and viewing the right order. Do not pay again just because the page has not refreshed. If the payment provider shows the payment as complete but the panel does not, open a support ticket with your order details and a screenshot of the payment status. Keep relevant order information visible, but hide personal details that are not needed to resolve the issue. The panel and support team can confirm the result.

The price difference for a mid-cycle upgrade is converted into remaining days. Before proceeding, sign in to the panel, check your current plan and remaining status, then review the result shown on the new plan and order pages. Do not assume the difference means a fixed extra payment or additional data. Your remaining account status may vary depending on when you upgrade, so use the result shown on the current page. If it does not match your understanding, leave your account as it is and ask through a support ticket before proceeding. Do not create and pay for repeated orders to test the outcome. Monthly prices on the pricing page help compare plans; they do not replace the upgrade details shown in your account.

Refunds are available within 7 days, no reason required. To request one, read the refund policy first, then sign in to the user panel, open a support ticket and explain that you would like a refund. Include your order details so support can identify the payment. Refund requests and connection troubleshooting are separate matters; you can state your request directly without sending your password or full subscription link. The refund policy explains eligibility and handling. If support needs more information to verify the order, reply in the same ticket to keep the conversation together. Do not assume how long a refund will take or how it will be returned, and do not treat a change on the payment page as proof that the refund is complete. Check the ticket reply and relevant payment record.