Help Center: Answers to common questions

No email address needed — a username and password are enough. The full process is four steps: register and sign in to the user panel; choose a monthly plan (¥9.9/month with 60GB, ¥18/month with 250GB, ¥28/month with 500GB) or a data pack; pay with Alipay / WeChat / USDT; then grab the client and subscription link from the download page in the panel, import it and connect to a route. No email is required at any point.

Subscription links are generated in the user panel. After changing plans, renewing or upgrading, the safest move is to copy the latest link from the panel once more. In most clients you'll find the entry on the Subscriptions or Profiles page — just hit update or refresh, no repurchase needed; clients that only support manual pasting can have the old entry overwritten with the new link. Example format: https://example.com/sub?token=YOUR_TOKEN.

No device limit. Windows / macOS / iOS / Android / Linux can all be online at the same time; to switch devices, just install the client on the new device and import the same subscription — no repeat purchase. If you're done with an old device, disconnect in the client and delete the profile.

The login page has a recovery entry point — just follow the on-screen steps. If you can't recall your account name or signup date, open a ticket in the user panel with your account name, approximate signup date and most recent order number, and it will be checked manually; the more complete the details, the faster it goes.

The privacy policy states: browsing activity is not logged; on the account side only registration details and order records are kept, for sign-in, billing and after-sales checks. Traffic is protected with military-grade encryption. Full terms are on the privacy policy page, and specific questions can be raised in a ticket.

Four steps: confirm the subscription is imported and the route list isn't empty; try another route, for example switching from Direct to Relay or an IEPL dedicated line; check that the system has allowed network permission for the client — the first connection triggers a confirmation prompt; and test once on cellular and once on Wi-Fi to rule out a local network issue. If it still won't connect after all four, put the client name, OS version, route name and the exact error message into a ticket.

Most of the time it's a routing rule issue rather than a broken route. First check the rules in your client: is that app assigned to Direct, is it hitting a LAN rule, does it use its own network stack or built-in DNS? Add the app to the proxy list, or temporarily switch to Global mode to test — if it works in Global, it's a rule problem; if it doesn't work in Global either, switch routes and troubleshoot from there.

First confirm you copied the full, most recently generated link from the panel — no line breaks in the middle, no missing parameters; then confirm the client supports that subscription format, and delete the old profile before importing. If it still fails, import the same link in a different client: if the other client works, the problem is with the original client; if it fails there too, submit a ticket with the link generation time and the client name.

The first time you import a profile the system asks for permission — you must tap Allow; if you tapped Don't Allow, delete the profile and import again and the system will ask once more. On iOS you can also check Settings → General → VPN & Device Management to confirm the profile is listed; on Android, check the VPN permission and battery optimization settings — background restrictions can stop the connection status from showing.

No need to leave it on all the time — connect only when you need to reach overseas services. The client can enable launch at startup and auto-connect, so it comes back after a reboot; if you don't want it running in the background, turn both off and connect manually when needed. Whether it stays resident doesn't affect billing: monthly plans reset their allowance each month on the activation date, and data packs last until used up.

Peak hours (roughly 20:00 to 24:00) are when cross-border links are most congested overall. Work through it in this order: switch to a route like an IEPL dedicated line, which runs on its own channel and is least affected by peak load; change to an entry point in another region, for example from Hong Kong to Japan or Singapore; then confirm your local broadband is fine. If several routes are slow in the same window, put the route names, the time window and your local broadband speed into a ticket.

Direct routes land at the exit point directly and take the shortest path — good for nearby access. Relay routes pass through an optimized link before landing, which is steadier during cross-border peak hours. IEPL dedicated lines run on their own channel and hold up best at peak hours, suiting long-lived connections such as work apps, meetings and AI tools. For everyday browsing, Direct or Relay is enough; for time-sensitive tasks that need stability, prefer a dedicated line.

Coverage spans 120+ countries / 190+ routes. Picking by purpose is easiest: for AI tools, prefer the United States and Japan; for streaming, pick the region where the platform's library lives; for work and meetings, choose the nearest Asian routes — Hong Kong, Singapore, Japan. On your first try, test two or three and note the most stable one as your default.

No extra charges. Monthly plans reset their data each month on the activation date; when the allowance runs out, routes pause forwarding for that cycle and resume automatically in the next one. To keep using it, you can upgrade your plan — the difference is prorated by remaining days — or buy a data pack, which lasts until used up and never expires.

Rule out device-side factors first: Wi-Fi adapter and signal strength, how the system implements the proxy, background updates and sync, and the number of simultaneous connections all affect how it feels. The test is simple — run a speed test on two devices on the same route in the same time window: if only one is slow, the issue is most likely the device or its routing rules; if both are slow, switch routes and put the route name and time window into a ticket.

Three monthly plans: ¥9.9/month with 60GB, ¥18/month with 250GB, ¥28/month with 500GB — data resets monthly on the activation date. Three data packs: ¥158/300GB, ¥358/1000GB, ¥658/3000GB — valid until used up, never expire. Payment methods are Alipay / WeChat / USDT.

14-day no-questions-asked refund. The entry point is a ticket in the user panel: state your account name and order number and note that you're requesting a refund — complete details speed up the check.

The difference is prorated by remaining days: when upgrading, the remaining days of your current plan are credited against the new one, and you just pay the difference — no need to buy a second plan. After the upgrade, the new plan's data allowance applies.

Look at your usage pattern. If usage is steady and you need it every month, go with a monthly plan: ¥9.9/month with 60GB, ¥18/month with 250GB, ¥28/month with 500GB, with data resetting monthly on the activation date. If usage is irregular, or you only need it intensively for a certain period, go with a data pack: ¥158/300GB, ¥358/1000GB, ¥658/3000GB — valid until used up, never expire.

First check the payment channel's balance and per-transaction limit, then try once more. If you were charged twice, or the channel has taken the money but the order status in the panel hasn't changed, don't place another order — put the order number, payment method and time of the action into a ticket and it will be checked manually.

After expiry, routes stop forwarding, but your account and order history remain in the panel; renewing or buying a new plan lets you continue — no need to register again. Data packs work differently from monthly plans: they last until used up and never expire.