Subscription & Connection Help

No email address is required. Create an account with a username and password. Before opening the user dashboard, make sure you’re on the VPNSN website, and save your login details in a trusted password manager. Never post your password, payment credentials or full subscription link in a public forum. Our anonymous, no-logs policy is part of our privacy practices; it doesn’t mean you can neglect account security. If you can’t log in, check your keyboard input, capitalization and extra spaces. If the issue persists, use the support options on the contact page, and never share your password with strangers.

VPNSN allows an unlimited number of devices to be online at once, so changing devices alone doesn’t mean you need a different plan. Windows, macOS, iOS, Android and Linux are supported. On a new device, sign in to the same account dashboard, get the client for your platform, and import your subscription as instructed in the dashboard. Unlimited devices doesn’t mean unlimited data. When using multiple devices, keep an eye on your remaining data, including background tasks such as video downloads and cloud sync. Before handing off or retiring a device, remove any locally saved subscription and account details.

Sign in to the user dashboard and import your subscription using the method for your client. If you’re copying a link, add it in the client’s subscription manager—not in the location search box. To refresh the route list, open your existing subscription and select Update or Refresh. Then choose a route again and connect; reinstalling the client usually isn’t necessary. If the dashboard says the subscription address has changed, replace the old configuration with the address currently shown there. If import fails, don’t create duplicate subscriptions. First check that the link is complete and the client is compatible, and keep the account-specific information in the link private.

You can access both the client and your subscription from the user dashboard, but they serve different purposes: the client loads configuration and establishes a connection, while the subscription provides the routes available to your account. Sign in to get the client for Windows, Android, macOS or Linux. For iOS, the dashboard shows the available options and access requirements; follow what it displays. Installing the client doesn’t mean a route is ready to use—you’ll also need to check your plan status, import your subscription and select a route. Don’t download installers from untrusted mirror sites or use someone else’s configuration as your subscription. See the Guides page for import instructions.

Connected means the client has enabled its connection configuration; it doesn’t confirm that every website is reachable. First disconnect and check that your local network can open common websites. Then check your plan status and remaining data in the user dashboard. Update your subscription, select a route again, and see whether all websites fail or just one. If none of them load, check your system proxy settings and network permissions, and make sure no other proxy tools are running. Change one setting at a time and test again. Keep any error messages so you can identify the cause without guessing after multiple changes.

Browsers and apps may use different network paths. Some apps don’t follow the system proxy; others may be affected by client routing rules, in-app proxy settings or system network permissions. First check whether the app’s destination is covered by the rules. Then check whether the client is only routing browser traffic and whether your system allows network connections. If the client offers another routing mode, follow the guide for your platform rather than importing rules from an unknown source. When troubleshooting, note the app, platform, selected location and exact error to help distinguish an app configuration issue from a restriction imposed by the destination service.

First make sure you’re updating the current subscription configuration for your VPNSN account—not an old backup or a link from another source. Check your plan status in the user dashboard and get the subscription link again. When copying it, check for missing characters or extra spaces. If your local network requires web authentication, complete that first and then try updating. If the client says the format isn’t supported, check that the import method selected in the dashboard matches your client. Keep your old configuration if it still works; there’s no need to delete everything right away. If you submit a support ticket, you can attach a screenshot with sensitive details obscured, but don’t include the full subscription link.

After switching between Wi-Fi and another network, you may need to reconnect. First make sure the new network is online, then disconnect and reconnect in the client. If the issue only happens when your device is locked, check background activity, power-saving and network permission settings. Also make sure no other network tool is managing the connection at the same time. If the same route keeps dropping on different local networks, update your subscription and test another route for comparison. When contacting support, describe what you did before and after the disconnection, your network environment and any error messages. This is more useful than simply saying it doesn’t work.

First identify where the slowdown occurs. Pause network-heavy tasks such as cloud sync and background downloads, and make sure your local network is working normally. Then compare routes using the same destination service. If IEPL, relay and direct routes are available, test each one without switching locations unnecessarily. If only one video platform or app is slow, check that service’s status as well. Peak-hour performance depends on your local carrier, network congestion and the destination service—not just the route name. Note the location, route type and time of the issue, and submit a support ticket if it persists.

These terms describe how a connection is routed. IEPL uses a dedicated route, relay routes traffic through an intermediate node, and direct routes use a more direct path. The route name alone doesn’t guarantee a particular speed or app compatibility. Check which locations the destination service supports, then test the routes on your local network. For work calls, focus on connection stability; for file transfers, check sustained performance; for video, check content availability and playback. VPNSN covers 100+ countries with 240+ routes. See the dashboard and your updated subscription for the routes currently available.

Not necessarily. A destination service may check your exit location, account region and status, payment region, or its own risk controls. So if ordinary websites work but a specific feature doesn’t, that alone doesn’t mean the entire route has failed. Save the error message, make sure your account is in good standing, then test a route in a location supported by the service. Streaming availability and playback need to be checked on each route; a successful connection doesn’t guarantee access on every platform. Keep other settings unchanged while troubleshooting, and avoid switching locations repeatedly. See the relevant guides for details on AI services and streaming.

Latency is only one part of connection performance; it doesn’t tell you how downloads, streaming or long-running connections will perform. Test a route with the apps you actually use—for example, open a work site, play the content you want or sync files—and check whether it stays usable. A nearby location isn’t necessarily a better route; your local carrier and route type also matter. Note the locations and routes that work for your usual tasks, and keep an alternative in mind. If something goes wrong, compare routes using the same app. Don’t treat one brief test as a guarantee across all times and network conditions.

Monthly plans: ¥9.9/month for 60GB, ¥18/month for 250GB, or ¥28/month for 500GB. Data packages: ¥158 for 300GB, ¥358 for 1000GB, or ¥658 for 3000GB. Data packages don’t expire and remain available until used. If you use the service regularly and your usage is predictable, compare monthly plans with your typical needs. For occasional use, consider how the data packages work. There’s no device limit, but factor in usage across all your devices. Check the Plans and Pricing page for prices and billing details. Free access on this page doesn’t mean that all paid plans are free.

Monthly plan data resets each month on the day your plan started. For an upgrade made mid-cycle, the price difference is prorated for the remaining days. Resets don’t all happen at the start of a calendar month, and the upgrade price difference shouldn’t be converted into extra data. Before making a change, check your current plan, remaining status and target plan in the user dashboard, then confirm the details shown there. If your needs have changed temporarily, compare the billing rules for monthly plans and data packages before choosing. Data packages remain available until used and never expire, unlike monthly plans with reset dates. Refer to the dashboard for your account details.

Alipay, WeChat Pay and USDT are supported. Before paying, start the order process from the user dashboard, check the plan, price and order status, and follow the instructions shown. If the dashboard doesn’t show the expected status after payment, check the order record first to avoid creating a duplicate order by clicking again. If the payment provider shows the payment as complete but the order status is unclear, use the dashboard’s support ticket option to send the order ID, payment method and a redacted payment receipt. Don’t share your password, full subscription link or payment information unrelated to the issue. Follow-up will be provided through your support ticket.

VPNSN offers a 14-day no-questions-asked refund. To request one, sign in to the user dashboard, open the support ticket section, explain your request and provide the order ID for verification. See the Terms of Service for the full refund terms. If you’re also having connection issues, include your platform, route location and any error messages to help support understand the situation. Don’t include your password or full subscription link in the ticket. Follow up in the same ticket and provide any necessary details there rather than splitting the conversation across multiple tickets. Check your ticket and order record for refund status and next steps; no additional processing time is promised here.