Subscription & Connection Help

No email address is required. Create an account with a username and password. Keep both secure and use a password you don’t use on other sites. Don’t share your account details or subscription link in public notes, group chats or screenshots. After opening the user panel, check that you’re signed in to the right account before choosing a plan or setting up a client, so orders and subscriptions don’t get mixed up. If you can’t log in, check your keyboard input, capitalization and any spaces copied along with your details. If the issue persists, open a support ticket from an existing session and describe the message you see. Never include your password.

Sign in to the user panel and get your current subscription from the account overview. Then open subscription management in your client and refresh it. Check that the subscription group name and route list have updated. Reopening the panel in your browser won’t refresh the client’s local configuration. If the client can’t retrieve the subscription, make sure your device is online and the link is complete, with no extra spaces. If you need to import it again, use the subscription for your current account, not an old group. Your subscription link grants access to your account: don’t submit it to public conversion sites or show it in full in support-ticket screenshots.

VPNIB allows simultaneous connections on any number of devices, so switching devices alone doesn’t require a different plan. Windows / macOS / iOS / Android / Linux are supported. Sign in to the user panel on your new device, open the client download section and follow the platform-specific instructions to import your subscription. You’ll need to sign in to retrieve it. Each device stores its own configuration, while all devices share the traffic allowance for the same account plan. After switching devices, check that the new device connects before removing configurations you no longer use from the old one. Unlimited device connections don’t mean unlimited traffic, so consider your actual usage across computers, tablets and other devices when choosing a plan.

The subscription saved in your client may not have refreshed, or the panel and client may be signed in to different accounts. First check the account, plan status and traffic details in the user panel, then refresh the matching subscription group in your client. Don’t judge whether a subscription is valid solely by its local group name, or assume that an old configuration means your account status has been updated. If the mismatch remains after refreshing, note the client name, platform and message you see, then tell us where the difference appears in a support ticket. There’s no need to create accounts repeatedly or place duplicate orders while troubleshooting. Confirming that the account and configuration match is a better place to start.

Pause the client connection and make sure your device can access the internet. Then check your plan status and traffic in the user panel. Refresh the subscription, choose a route from the current list and try connecting again. Check that your system allows the client to establish a network connection. If another proxy or network-routing tool is running on the device, pause it first to avoid conflicting traffic controls. Change one setting at a time and note the messages before and after each change. If you still can’t connect, open a support ticket with your operating system, client name, route name and error text. Before sharing a screenshot, hide your subscription link, password and payment details.

Your browser and app may use different network paths. Some apps don’t use the system proxy, or the client’s routing rules may send their traffic directly. Check the client’s current mode and connection log to see whether the app’s requests are being proxied and which rule applies. If the client supports system-level traffic routing, check the required permissions in the user guide; this differs from simply enabling the system proxy. After changing settings, close and reopen the app so it can establish a new connection. An issue with one app doesn’t necessarily mean the whole route is unavailable. Also check the service’s supported regions, account requirements and current status.

After a network change, an existing connection may still be using the old network. Sleep mode may also pause the client. Make sure the new network is connected, then disconnect and reconnect to your current route in the client. If the problem persists, check whether your system restricts background activity or has revoked the client’s network permissions. Settings vary by platform, so follow the instructions for your device. If the issue occurs only on a particular network, compare it with another available network and note the conditions. For now, avoid changing the protocol, route and split-tunneling mode all at once. Keeping the issue reproducible makes it easier to tell whether the cause is your local network or a client setting.

Sign in to the user panel and open the support-ticket section. Use a short subject that describes where the issue occurred, such as a failed subscription update or an app connection problem. In the message, include your operating system, client name, selected route, network conditions, the message displayed and the steps you’ve already tried. You can attach a screenshot of the error after hiding sensitive details. Check any client logs for account access details and remove them before sharing. Don’t submit your password, full subscription link or unrelated personal files. A clear sequence of steps and their actual results is more useful than simply saying something doesn’t work. If we reply, add any further details to the same ticket to keep the troubleshooting context together.

First check your local network and pause other activity, such as downloads or backups. Then compare routes using the same content. Note whether the issue occurs only at certain times, in certain regions or with a particular app, so buffering by the content service isn’t mistaken for a plan issue. You can compare your experience on relay and dedicated routes, but route types don’t guarantee a fixed speed. Monthly plans differ by included traffic, so upgrading shouldn’t be the default response to congestion. If buffering continues after switching routes, submit a ticket with the route name, time of day, app and steps to reproduce the issue. You don’t need to provide unverified speed-test results.

Direct, relay and IEPL dedicated routes describe different network topologies; none guarantees a particular result for every visit. A direct route is more straightforward, but performance still depends on your local network and international links. A relay forwards traffic through an access point and may improve routing on some networks. A dedicated route carries traffic over the relevant link segment, but performance depends on the complete route. First check which region your target service requires, then compare connection quality and sustained performance under the same conditions. A nearby location doesn’t always mean faster app response, and a route name can’t replace testing it yourself. For more on protocols and routing trade-offs, see the technical references.

VPNIB covers 100+ countries / 150+ routes. Check the current route list in the user panel for available options. Before using an AI tool or streaming service, check its supported regions, account requirements and content rules, then test a route in the relevant region. A successful network connection doesn’t guarantee that you can sign in or that all content is available in every region. For regular use, stick with an exit region that follows the service’s rules and performs reliably, rather than switching regions frequently while troubleshooting. If a service reports a region issue, save the message and check your account settings; don’t assume availability based on the region name alone.

Different tasks place different demands on a network. Web browsing mainly depends on how quickly short requests get a response; sustained downloads need available bandwidth, while voice calls and real-time interactions are more sensitive to packet loss and latency spikes. So working web pages don’t mean every task is working well. Pause background transfers, compare routes with the same app on the same network, and check whether the problem is limited to a particular download source or call participant. If your Wi-Fi signal is unstable, improve the local connection first. When reporting the issue, say whether it affects page loads, sustained transfers or real-time interactions, and describe what actually happens. That’s more useful than just saying the connection is slow.

Monthly plans: ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Traffic resets monthly on the activation date. Data packs: ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They expire only when used up and never expire based on time. For regular use, compare monthly plans based on your actual traffic needs. If your usage is irregular, consider how data packs are billed. Monthly reset rules don’t apply to data packs, and device count alone shouldn’t determine your choice. Check the status of your current plan and data packs in the user panel before deciding.

Alipay / WeChat / USDT are supported. Start the payment process from the order flow in the user panel. Before paying, check your account, selected plan and the amount shown. After payment, return to the panel to check the order status; a closed payment page doesn’t confirm the result. If your payment record and panel status don’t match, keep your order details and proof of payment, then describe the situation in a support ticket. Don’t pay again until the result is confirmed. Hide any personal details unrelated to verification before uploading proof. Don’t use payment links from unknown sources or send your password or full subscription link as payment verification.

If you upgrade a monthly plan mid-cycle, the price difference is converted into remaining days. Before proceeding, check your current and target plans in the user panel, then review the result shown on the order page. Don’t calculate extra traffic or discounts yourself based on a full month. Monthly plan traffic still resets each month on the activation date; the upgrade adjustment and traffic reset are separate. If the order result differs from what you expected, pause and open a support ticket with your current plan, target plan and the order message. Continue once you’ve confirmed the details. Data packs are billed differently: they last until used up and never expire based on time, so monthly-plan upgrade rules don’t apply.

VPNIB offers a 7-day, no-questions-asked refund. To request one, sign in to the user panel, open a support ticket, clearly state that you’re requesting a refund and provide the order details needed for verification. See the Terms of Service for the full terms. You don’t need to troubleshoot a problem before requesting a refund. If you’d like to describe an issue you experienced, that can help clarify the situation, but don’t include your password or full subscription link. Check for replies in the same ticket and provide any further order details if needed. Check the outcome against the ticket and your payment records. This page makes no additional promises about processing times or how long payment providers take to post refunds.