Account & subscriptions
Account issues usually involve sign-in credentials, subscription imports, device changes and plan adjustments. First confirm that you can open the user panel normally, then check whether the subscription saved in the client belongs to the current account.
What do I need to prepare to create a VPNNE account?
VPNNE does not require an email address for account creation; a username and password are enough. Choose a username that is easy to recognize and unlikely to be confused with another account, and store your password securely. After creating the account, open the user panel to view plans, orders and subscription access. Because your credentials are essential for future sign-ins and subscription management, do not rely only on temporary browser storage or place them in public documents or screenshots.
Where can I find my subscription link, and how do I reload it after an update?
Sign in to the user panel and open the subscription section to retrieve the subscription linked to your account, then import or update it in your client. If an existing configuration stops working, the route list does not change, or your plan has been adjusted, first confirm in the panel that the subscription is still available, then refresh it manually in the client. If the client retains an old configuration, verify its subscription source before trying again so you do not repeatedly update the wrong entry. Keep subscription content only on your own devices and clients; do not share it publicly.
Do I need to buy another plan when switching devices?
You do not need to buy another equivalent plan just because you changed devices. VPNNE allows unlimited devices online at the same time. On the new device, get the client and current subscription from the user panel and import them for the relevant platform. VPNNE supports Windows, macOS, iOS, Android and Linux. If the old device is no longer in use, remove its saved subscription and account details. If performance differs between devices, check system network permissions, client settings and the local network on each one.
How does a mid-cycle upgrade work for a monthly subscription?
For a mid-cycle monthly subscription upgrade, the price difference is converted into remaining days. Before making the change, check the current plan, remaining status and intended tier in the user panel, then follow the panel instructions. If the client still shows the old routes or subscription content after upgrading, update the subscription again instead of creating multiple identical configurations. Data still resets monthly on the activation date, so use the cycle shown in the account panel when checking your remaining allowance.
Connections & troubleshooting
Connection issues should be separated into three questions: is the basic network working, is the client configured correctly, and is the target traffic actually entering the client? Change one condition at a time; this makes the cause easier to find than reinstalling, changing routes and editing rules all at once.
What should I check first if the client cannot connect at all?
First disable the client proxy and confirm that the local network itself can open common websites normally; switching routes will rarely help when the local network is failing. Once the basic connection is working, check that the client has loaded the current subscription, that the system has granted the required network permissions, and that the selected route still appears in the subscription list. Then update the subscription again and compare another region. If every route fails, record the system, client, exact error text and time of occurrence, then submit a support ticket.
What should I do when it says connected but websites will not open?
A connected status only means the client completed its current connection process; it does not guarantee that the target website is reachable. Compare several websites first to determine whether all requests fail or only one site is affected. Then check whether the browser has separate proxy settings, whether the system DNS is still using an old result, and whether the client mode covers browser traffic. Try disconnecting and reconnecting, updating the subscription, changing routes and restarting the browser in sequence. Change only one condition at a time so you can identify what actually helps.
Why is a particular app not using the proxy?
If one app cannot connect while the browser and other apps work normally, first determine whether that app's traffic is entering the client. Check whether the client is using the system proxy, global mode or rule-based mode, and whether system or client rules exclude the target app. If per-app settings are available, confirm that the app is included. After changing the setting, fully quit and reopen the app so it does not reuse an old connection. If there is still no improvement, include the browser result on the same route when submitting a ticket.
How can I troubleshoot frequent disconnects after a mobile app goes into the background?
Background disconnects on mobile are often related to power-saving policies, background activity permissions, network switching and the client’s running state. Confirm that the client is allowed to run in the background, and check whether the system restricts its network activity after the screen locks. Then observe it on a stable Wi-Fi connection and another available network to determine whether the issue occurs only during network changes. If it is stable in the foreground but disconnects soon after entering the background, include the system version, client settings, selected route and reproduction steps in your ticket.
Speed & routes
Speed cannot be judged from a single result. Cross-border links are affected by local access, routing, the target service and time of use. Keep test conditions consistent and record web browsing, downloads and playback performance separately.
How should I change routes during peak-hour slowdowns?
During peak-hour slowdowns, do not keep reconnecting to the same region. Fix the target website or app first, record the current route and the time of the problem, then compare a nearby region or a different exit. Keep the device, client and local network unchanged during testing so multiple conditions do not change at once. If pages load normally but video keeps buffering, focus on sustained transfer performance. If every app slows down, also compare the local network with the proxy disabled. This helps distinguish local congestion, route fluctuations and restrictions on the target service.
Why does the same route have different speeds at different times?
Cross-border access passes through several stages, including local access, carrier networks, international links and the target service. Congestion or routing changes at any stage can affect the result. A single speed test is not enough to judge why the same route varies over time. Repeat comparisons with the same device, target and network, and record practical results such as page response, sustained downloads or playback buffering. If only one target slows down, also check its regional policies and account status.
Is the closest route always the best choice?
A nearby route is a useful starting point, but it is not the only factor. The target website’s region, current cross-border routing, local carrier network and the target service’s access policies all affect the actual experience. For web browsing, start with a nearby region and compare it with the target service’s region. For sustained transfers, prioritize routes that remain stable over time. VPNNE covers 100+ countries / 160+ routes; check the user panel for currently available regions and routes.
How should I assess sudden access problems with AI tools or streaming services?
First determine whether the target service is unavailable overall, the account cannot be used, or only specific content is affected. A target service may adjust access based on exit region, account region, content rights or its own policies, so one successful attempt is not a guarantee of continued availability. Keep the account and device unchanged, switch only the route region, and cross-check in both a browser and the relevant app. If other international websites work normally but the target service does not, record its name, selected region, error page and time, then submit a ticket for review.
Billing & refunds
Before placing an order, distinguish between a monthly subscription and a data package. Their data rules differ, so checking the product type, tier and order details before payment can reduce later changes and verification.
What monthly subscription prices and data tiers are available?
Monthly subscriptions include ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Data resets monthly on the activation date. Choose based on your usage frequency and sustained transfer needs rather than a single session. For regular browsing and light tasks, compare the lower-data tiers first. For long-term streaming, file syncing or simultaneous access on multiple devices, check the user panel for the more suitable tier. The current panel display takes precedence for plan changes.
Does a data package reset every month?
Data packages do not reset monthly; they remain available until used and never expire. Available options are ¥158/300GB, ¥358/1000GB and ¥658/3000GB. Data packages suit irregular usage and cumulative data management, while monthly subscriptions reset on the activation date. Before purchasing, confirm whether you are choosing a monthly subscription or a data package so you do not mix up the two billing rules. Check the user panel for the remaining balance.
Which payment methods are supported?
VPNNE supports Alipay / WeChat / USDT. After choosing a plan in the user panel, complete payment using the methods listed on the checkout page. Before submitting, check the plan type, data tier and order details again to avoid selecting the wrong product. After payment, return to the order or subscription section to confirm the status. If the page does not update promptly, do not submit the same order repeatedly. Refresh the panel, keep the order details and submit a ticket with the payment time and current page status.
How do I request a refund?
VPNNE offers a 30-day no-questions-asked refund. To request one, sign in to the user panel, open the support ticket section and provide the relevant order, purchased plan type, reason for the request and the issue you encountered. Save the order page and any error messages before submitting so the context is available for review. Refund requests are handled under the refund policy. If the issue involves a connection or configuration fault, also include the system, client, route and reproduction steps so support can distinguish technical troubleshooting from the refund request.