Subscription & Connection Help

No email address is required. Create an account with a username and password. Choose a username that’s easy to distinguish from those you use elsewhere, and save your login details in a trusted password manager. After creating your account, open the dashboard and make sure you can view the overview before choosing a plan and getting your subscription. Since your account isn’t tied to an email address, don’t rely on email notifications to keep your account details safe. If you have trouble signing in, use the help options in the dashboard.

Sign in to your dashboard and find your subscription in the relevant section. In your client, choose the subscription import option or paste in the subscription URL. Once imported, you should see a list of routes. If you see only a plain text entry, check that you didn’t copy the accompanying instructions as well. Your subscription link is tied to your account access, so don’t share it in public groups, screenshots, or ticket messages. The dashboard shows where to get the client and the exact import steps; if this is your first time, follow the guide step by step.

Start by updating the subscription in your current client’s subscription settings rather than deleting all your configurations. After the update, check whether the route list has changed and whether your selected route is still available. If the subscription URL in your dashboard has changed, replace the old URL with the current one shown there, then update the subscription. Updating a subscription is not the same as resetting its URL. A reset may affect other devices, so read the dashboard’s notice first and arrange to update any affected devices as well.

There’s no limit on the number of devices that can be connected at the same time, so you don’t need to change plans just because you’ve added a device. Sign in to the dashboard on your new device, get the client for its platform, and import your subscription. Supported platforms include Windows / macOS / iOS / Android / Linux. You can get the client from the dashboard after signing in on all platforms except iOS; access to the iOS client is handled through the dashboard. Device limits and data allowances are separate: using more devices doesn’t mean your data is unlimited.

A monthly subscription’s data allowance resets every month on the day you activate it. It suits regular use and makes it easier to plan your monthly data. A data package lasts until it’s used up and never expires, making it a good fit for occasional use or changing data needs. Consider whether you connect regularly or use a lot of data at once, and compare both the allowance and billing terms—not just the price. If your account has more than one product, check the dashboard for its current status and data usage rather than assuming how allowances are applied.

Disconnect the proxy and check that your local network can open everyday websites. Reconnect, then test a different website. If your local connection is working, check that the client’s system proxy or equivalent traffic-capture mode is enabled, that a route is selected, and that the subscription updated successfully. Then pause any other proxy tools so multiple apps aren’t changing your network settings at once. Don’t keep reinstalling the client. Note which sites fail, any error messages, and your current network environment to help determine whether the issue is with the route, rules, or local network.

Apps handle network traffic differently, so a working browser doesn’t mean the same configuration is routing every app. Check whether the client is using the system proxy, rule mode, or another traffic-capture method, and see if the target app is assigned a direct connection by the rules. Some apps need to be restarted to pick up changed network settings. If you change the traffic-capture mode, grant any permissions requested by the client. Also check the app’s own proxy settings to avoid conflicts with your system settings.

First, return to the dashboard and check your plan and subscription status. Copy the subscription URL again, making sure there are no spaces or line breaks at either end. Then confirm you selected subscription import in the client, rather than a field that expects the contents of a configuration file. If an update fails, save the error message and check whether your current network can reach the dashboard. Don’t submit your subscription URL to an unfamiliar conversion website. If the issue persists, open a support ticket with your platform, where you got the client, and the exact error message. Hide the full subscription URL before submitting.

In the client, turn off the system proxy and any enabled traffic-capture features, then exit the client normally. Check whether your operating system’s proxy settings still point to a local proxy. If you’ve also used other network tools, check each one to make sure it isn’t still capturing traffic after you exit another app. Once the settings are restored, reconnect to your local network and test an ordinary website. Don’t delete system networking components or install repair tools from unknown sources. If you’re unsure about a setting, take a screenshot to share with support in a ticket.

Sign in to the dashboard and open a support ticket. Describe the affected platform, network environment, selected region, error message shown in the client, and steps you’ve already tried. Say whether all websites fail or only a particular app or page, and attach screenshots with personal information hidden. If you’ve compared other routes or network environments, include those results too. Don’t share your account password, full subscription URL, sensitive payment details, or app keys. A clear description of the issue is more helpful than a pile of unorganized logs.

Pause local downloads and cloud sync first to see whether your local network is congested. Then switch to another route in the same region in your client. If the target service allows it, you can also compare other regions, but keep the account’s region and the app’s risk controls in mind. For a useful comparison, test the same app and similar content, and avoid changing your network, route, and playback settings all at once. Peak-hour performance depends on your local ISP and the target service. One fast or slow test doesn’t predict long-term performance.

Route types describe how a connection is made, not how fast it will be in every situation. IEPL uses a dedicated link, a relay connects to the exit through an intermediate route, and a direct route connects straight to the exit. Actual performance also depends on your local network, the destination region, and current network conditions. Start by choosing a route that matches the target service’s region requirements, then compare the available types by page load times, app responsiveness, or uninterrupted playback. Don’t assume a route is faster based on its name; check the routes available in your client.

VPNSPA covers 100+ countries / 160+ routes. See the route list and your client for available regions and routes. Geographic distance is only one factor: your local ISP’s routing, the connection path, and the target service’s location can all affect performance. First choose an exit region that fits your needs, then compare how it performs in practice. There’s no need to keep switching regions just to chase the lowest latency. For services where you need to stay signed in, stick with a suitable exit environment that performs consistently.

Not necessarily. A platform may check your exit region, account region, payment details, or its own service status. Being able to open a website doesn’t mean every feature will be available. Note the platform’s original error message, confirm that your route’s region meets the service’s requirements, and check whether your client is sending related requests through different routes. For video, test whether other content plays. For AI tools, identify whether the issue occurs when opening the site, signing in, or calling an API. Changing routes can’t replace account eligibility or a subscription required by the platform.

A speed test may use a different server and route from the app you’re trying to use, so its result may not reflect your experience with a particular website. First identify whether pages are slow to start loading, file transfers are slow, or video playback is interrupted. Then compare other routes using the same service. Check your Wi-Fi signal, local background tasks, and whether the app is actually using the proxy. Keep other conditions unchanged while troubleshooting, and note any reproducible symptoms. In a support ticket, describe what you did and what happened; that’s more useful than a speed test screenshot alone.

Monthly subscriptions cost ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data resets monthly on your activation date, not on the first day of the calendar month. Consider the apps you use and the data records in your dashboard when choosing an allowance. Unlimited simultaneous devices doesn’t change the plan’s data rules. If your data usage doesn’t match what you expected, check the plan status and reset date in the dashboard, then include the relevant details in a support ticket rather than relying only on the client’s local usage stats.

Data packages cost ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They last until used up and never expire, unlike monthly subscriptions, which reset each month. You don’t need to use up a package before a reset date. Choose an allowance that suits your needs; “never expires” doesn’t mean unlimited data, and usage is still capped by the package you choose. Check your balance, remaining data, and product status in the dashboard. Before paying, confirm the product name and amount on the order.

The price difference for a mid-cycle upgrade is converted into remaining days. Before proceeding, check your current plan in the dashboard, then review the target plan and the conversion shown on the order. Don’t convert remaining data into a cash value yourself, or assume an upgrade starts a new full billing cycle; use the specific order details shown in the dashboard. If the displayed result doesn’t match your understanding, save the relevant page details and open a support ticket for confirmation before proceeding. This can help avoid complications from repeated plan changes.

We accept Alipay / WeChat Pay / USDT. Before paying, check the plan, amount, and payment method on your order, and follow the instructions on the current payment page. If you’ve paid but the dashboard hasn’t updated, return to the order page to check its latest status and keep your payment record. Don’t pay again just because the page hasn’t changed yet. In a support ticket, include the order and payment details, but hide sensitive information from your payment record. Always follow the amount, recipient details, and instructions on the current order page; don’t rely on old screenshots.

VPNSPA offers a 7-day no-questions-asked refund. To request one, sign in to your dashboard, open a support ticket, and include your order details so it can be verified. Before submitting, review the refund policy for eligibility and handling details. This page doesn’t promise a processing time or how quickly a payment provider will handle the refund. If you’re also having connection issues, you can describe them in the ticket, but troubleshooting isn’t a substitute for making a refund request. Keep the ticket for reference; use the dashboard for follow-up information and updates.