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Help Center
Subscription not updating, app won’t connect, or need to check a charge? Choose a category below, then open the relevant question. Keep error messages when troubleshooting and change one setting at a time to make the cause easier to find.
Account & subscriptions
Check your account status before importing a subscription. Keep your account login details and client subscription link separate; don’t use one in place of the other.
What do I need to get started? Do I need an email address?
No email address is required. Create an account with a username and password. After opening your account dashboard, save your login details and choose a plan based on your typical data use. Once payment is complete, check your subscription status and data allowance in the overview, then continue from the client download page. Your username and password are for signing in; your subscription link is for importing into a client. They serve different purposes, so never enter your login password in a subscription URL field. We recommend saving your login details in a password manager and avoiding password reuse across services. Follow the getting-started guide for your first setup. If you encounter an error, save the message and avoid creating multiple accounts or making duplicate payments.
How do I update my subscription link? What if my server list doesn’t change?
Sign in to your account dashboard and check your subscription status in the overview, then copy the current subscription link. In your client, open subscription or profile management, select the VPNZS profile, and run an update. Switching routes alone does not update your subscription. If the old list still appears, check that the updated profile is the one currently enabled and look for any download error in the client. When importing, copy the full link without adding spaces or missing the end. Before importing again, note any custom rules you want to keep. Your subscription link grants access to your account: don’t share it in public chats, screenshots, or online conversion tools. If updates continue to fail, describe what you tried in a support ticket from your dashboard.
Do I need a different plan for a new device? Can I connect multiple devices at once?
VPNZS supports unlimited devices, so changing devices alone doesn’t mean you need a different plan. Supported platforms include Windows / macOS / iOS / Android / Linux. Sign in to the same account on your new device, download the appropriate client from your account dashboard, and import your subscription. Each device needs to be set up separately; importing the subscription on one device won’t connect the others. Device count and data allowance are separate: usage across devices on the same account is still subject to your plan’s data limit. Check your balance alongside actual usage on each device. When you stop using an old device, disable its profile to prevent background activity from using data. Don’t share your subscription link publicly to move it between devices.
Forgot your username or password? Here’s what to do
Check your password manager, saved browser logins, and any other devices where you may still be signed in. If you can access your account dashboard, verify your account details and open a support ticket explaining what help you need. Don’t sign out of every device first, or you may lose your current way to contact support. VPNZS doesn’t require an email address; accounts use a username and password, so don’t assume you can recover yours by email. If you can’t sign in anywhere, check the recovery instructions and help options available on the login page, and prepare any information requested to verify account ownership. Never post your password, full subscription link, or payment details in a public forum. Follow the dashboard instructions for the specific account verification process.
Connections & troubleshooting
Check your connection, subscription status, proxy mode, and destination service one at a time. First identify what’s failing, then decide whether to change a setting.
The client says it’s connected, but websites won’t load. What should I do?
A connected status usually means the client has started a connection; it doesn’t guarantee that every website is reachable. Pause the proxy and check whether your device’s regular connection can open familiar websites. If your underlying network has a problem, resolve that first. Then enable your VPNZS profile again, confirm your subscription is active and has data available, and try another route to the same destination. Check whether your browser has a separate proxy configured or another proxy tool is running on your device. If only one website fails, save its address and the error message rather than reinstalling the entire client. When contacting support, include your platform, selected route, which sites are affected, and the checks you’ve already tried. This helps identify whether the issue is with your local setup or the destination service.
Why does my browser work, but an app won’t use the proxy?
Your browser and an app may use different network paths. Check whether the client has system proxy, app-based routing, or a supported tunnel mode enabled, then see whether the app is excluded from proxying. Some apps ignore system proxy settings or keep existing connections open after launch. After changing settings, fully quit and reopen the app, then test the same destination again. If your client lets you switch proxy modes temporarily, use that to check whether a routing rule is the issue, then switch back to a mode that suits your everyday use. Don’t rely on global proxy mode as a permanent fix: it may send services that could connect directly over international routes. If the issue persists, include the app name and current mode in your support ticket.
Subscription import failed or timed out. What should I check?
First work out whether you can’t retrieve the link or the client can’t read the configuration. Sign in to your account dashboard to confirm your subscription is active, copy the current link again, and paste it into the client’s subscription import field. Don’t enter it manually as a regular server address. Check that the link is complete, your device’s clock is correct, and your current network doesn’t require you to sign in through a captive portal. An existing proxy profile may also affect update requests; once your regular connection is working, try pausing the old profile before updating. If the client says the format isn’t supported, use the dashboard’s download page to check which clients are compatible. Don’t submit your link to an unfamiliar conversion site. Include the error message and client name in your support ticket, and hide the full subscription link in any screenshots.
Connections keep dropping. How should I troubleshoot and prepare a support ticket?
Note when the disconnections happen: when your device sleeps, switches networks, an app goes into the background, or during continuous use. Check your system’s power-saving and background activity settings, make sure the client isn’t being suspended, and avoid running other network tools that may take over the connection. Keep the destination and usage scenario the same while testing different routes and local networks to see whether the problem follows a particular route. In your support ticket, include when it happened, your platform, client name, route name, error message, and steps you’ve already tried. If you share logs, hide account credentials and your subscription link first. There’s no need to reinstall repeatedly or make another payment; recording what happened can make the cause easier to identify.
Report a connection issue →Use this order to describe a connection issue in your ticket: platform → destination app or website → current route and proxy mode → error message → steps already tried. Hide credentials in screenshots, but leave the relevant error message visible.
Speed & routes
Choose routes based on your local network and the service you’re using. Comparing the same task is usually more helpful than relying on route labels alone.
VPN feels slow at peak times. How can I choose a better route?
Compare routes using the same website or workflow. Changing both the region and destination at once makes it hard to tell what caused a difference. Make sure your local network isn’t also handling a large download, cloud sync, or system update, then try other route types in the same region. IEPL dedicated routes, relayed routes, and direct routes take different paths. Performance at peak times also depends on your local carrier, the destination website, and current network conditions, so the route name alone doesn’t tell the whole story. For video, try lowering the resolution temporarily. For calls, focus on audio continuity and reconnects. Once you find a route that works well on your network, return to your usual tasks. If several routes have similar issues, note the time and usage scenario and contact support through a dashboard ticket.
How do I choose between IEPL, relayed, and direct routes?
Think of route types as different connection paths, not fixed speed tiers. IEPL uses a dedicated route, relayed connections pass through an intermediary node, and direct routes take a more direct path. The actual experience depends on the route configuration and current network conditions. For work calls, focus on connection stability. For websites and AI tools, check whether requests complete reliably. For streaming, verify performance with the specific platform and destination region. Choose a route that matches your regional needs, then compare route types using the same destination. That’s more useful than choosing based on a label alone. Don’t confuse quantum encryption with route speed: it’s part of VPNZS’s security messaging and doesn’t imply any bandwidth or latency guarantee.
Why does a website still say my region isn’t supported when routes cover many regions?
VPNZS covers 120+ countries / 250+ routes, but route coverage doesn’t mean every website accepts traffic from every exit point. A service may consider the exit region, account region, app store settings, or existing login status, and may restrict some network exits. Check that the selected route’s region matches the service’s requirements, then review the message shown by the platform. If the issue is related to account eligibility, switching routes may not help. Check streaming and AI tools with each platform individually; one website working doesn’t mean every service will. When contacting support, include the destination service, selected region, and full error message rather than saying that no websites work.
Why does the latency shown in the route list differ from my actual experience?
Different tests may measure different paths and destinations, so a displayed route value won’t necessarily match how your device reaches a particular website. Page load times also depend on DNS resolution, the destination server’s response, page size, and your local network. Video playback and downloads have their own bottlenecks. To compare routes, keep your device, network, and destination the same, and use a real task to check for consistent responses and repeated reconnects. A client connectivity test can help, but lower test latency doesn’t mean every task will be faster. If pages load normally but downloads are slow, check the download source and background data use separately. For more on choosing a service, see our selection guide. Don’t draw lasting conclusions from a single number.
Billing & refunds
Understand the difference between monthly plans and data packages, then check your order and account status. Manage payments, upgrades, and refunds through your account dashboard.
What’s the difference between a monthly plan and a data package?
Monthly plans: ¥9.9/month includes 60GB · ¥18/month includes 250GB · ¥28/month includes 500GB. Data resets monthly on the day your plan starts. Data packages: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. Data stays available until used and never expires. If you use VPN regularly and your data needs are fairly consistent, compare monthly plans with your actual usage. If you use it occasionally or prefer not to manage a monthly allowance, consider a data package. Unlimited devices refers to the number of devices, not unlimited data. Before choosing, check the billing terms on the plans page and confirm your order details in your account dashboard. Don’t choose based on price alone or assume balances from different billing types will be combined automatically; your dashboard shows the details for your account.
When does monthly data reset, and how do plan upgrades work?
Monthly plan data resets each month on the day your plan started, not necessarily on the first day of the calendar month. Check your current subscription details in the account dashboard for your remaining data and reset schedule. If your usage has increased this month, review the upgrade options instead of placing another identical order. For a mid-cycle upgrade, the price difference is prorated over the remaining days. Before confirming, carefully review the upgrade details and order amount shown in the dashboard. Don’t simply subtract the full monthly prices yourself or assume an upgrade restarts the entire billing cycle. Data packages remain available until used and never expire, unlike monthly plans, which reset. If your subscription details don’t match your order after payment, keep the order record and explain your original plan, what you changed, and what the dashboard currently shows in a support ticket.
Which payment methods are supported? What if nothing changes after payment?
VPNZS accepts Alipay / WeChat Pay / USDT. After choosing a plan, continue to payment from the Orders page in your account dashboard. Before paying, check the plan, amount, and billing type. Once payment is complete, check the order status in your dashboard and confirm that your subscription has updated in the overview. The payment page and your client’s server list show different information; you still need to update the server list in the client. If your account details haven’t changed, keep the order record and payment result, then refresh the dashboard. Don’t pay again straight away. If you still can’t confirm the status, submit a support ticket with the order ID, payment method, and a description of the issue. Share payment details only when needed for support, and hide sensitive account and transaction information in public screenshots.
How do I request a refund under the 60-day money-back guarantee?
VPNZS offers a 60-day money-back guarantee. To request a refund, read the refund policy, identify the relevant order, then sign in to your account dashboard and open a support ticket clearly requesting a refund. Include the order ID. You can describe any issues you encountered to help support understand the situation, but keep troubleshooting questions separate from your refund request. Keep a record of the ticket and follow up in the same thread if support needs more information, rather than submitting duplicate requests. The refund policy sets out eligibility and full terms. Check your ticket replies and the payment provider’s status for updates; don’t plan around an estimated arrival time. Never share your password or full subscription link publicly.