Support / FAQ
Find answers by stage of use
From account creation and subscription retrieval to client connections, route selection, billing, and refunds, the information below follows the practical order of use. When a problem occurs, identify its category first, then work through the answer step by step.
How-to guidance
Confirm account status before troubleshooting the client
When a network acceleration service has problems, the cause is usually related to the account, subscription content, system permissions, or current route. Repeatedly clicking Connect rarely shows which layer is responsible. A better order is to confirm that the account can sign in, the plan is active, and the client has the latest subscription content, then check system permissions and the current route.
The answers on this page focus on actionable steps. Menu names may vary slightly between operating systems, but the logic is the same: check authorization, then subscription, then route. If only one app is affected, check its routing rules first. If every app is affected, start with system network permissions and subscription status. There is no need to activate another plan just because you changed devices or routes.
VQVPN supports Windows, macOS, iOS, Android, and Linux, and each account can be used on unlimited devices. The service covers 90+ countries and offers 200+ routes. Choose routes based on the target website’s region, time of use, and actual connection performance. Plan, refund, and payment details are subject to the user panel and Terms of Service.
01 / Account
Account & Subscription
Account creation and subscription details are the foundation for connecting later. Keep your username and password secure, sign in to the user panel to activate a plan, and retrieve the subscription content from the panel. Subscription details are account credentials, so import them only on your own devices and trusted clients.
What do I need to create a VQVPN account?
No email address is required. Create an account with a username and password, then sign in to the user panel, choose a plan, and complete payment.
How do I get my subscription details after creating an account?
After creating an account and activating a plan, open Account Overview or the Client page in the user panel and follow the instructions to retrieve your subscription details. Subscription content is available only after signing in; no public subscription URL is provided.
How often should I update the subscription link?
Frequent manual updates are usually unnecessary. If the route list changes, the client reports a subscription error, or connection details expire, retrieve the subscription details again from the user panel and then update them in the client.
Do I need to buy another plan when switching devices?
No. VQVPN supports use on unlimited devices. When switching to Windows, macOS, iOS, Android, or Linux, use the same account to retrieve the subscription and import it into the appropriate client.
02 / Connection
Connections & Troubleshooting
When troubleshooting a connection, first distinguish between three possibilities: the subscription was not imported, the system has not granted permission, or the current route is unsuitable. Avoid changing several settings at once, or it will be difficult to identify the real cause after recovery. Run a short connection test after each check.
Why can’t I connect even though the subscription is already imported?
First, check that the subscription update time shown in the client is recent. Then review system network permissions, the current route, and the client mode. Try another route in the same region. If none of the routes connect, retrieve the subscription details again and reimport them.
Why does one app work while another cannot use the proxy?
Proxy modes and routing rules vary between clients. First check whether the target app is set to direct connection by the current rules. Then review the system proxy switch, the app’s own network settings, and its DNS options. Switch to global mode or a mode with more complete rules, then use a browser to open a webpage for comparison.
What should I do if the connection drops after running for a while?
Note the region and route type in use when the connection dropped, then switch to another route in the same region. If the problem continues, quit the client, restart its network permissions, and update the subscription. Switching public networks, system sleep, and changes to local Wi-Fi can all reset the connection state.
What should I do when the client says it has no network permission?
In system settings, find the client’s network extension, VPN configuration, or network access permission. Allow the client to establish connections, then reopen the app. macOS users should also watch for the system prompt authorizing the network extension; after granting permission, return to the client and connect.
03 / Routes
Speed & Routes
Route performance is affected by the target region, local network, time of access, and application protocol. Do not judge a route by its name alone. Run small, targeted tests: focus on page load speed for browsing, restored clarity for video, and sustained stability for file transfers.
Which route should I try first when connections slow down during peak hours?
Start by switching route types within the same region, then compare performance across different regions. For video, try nearby options described as suitable for Streaming first. For browsing and work, compare the real-world stability of direct, relay, and IEPL routes.
How do I choose the right country and route?
For a target service, start with a route in the target region or a nearby region. For stable transfers, try an IEPL route; for ordinary web browsing, begin with a direct or relay route. VQVPN covers 90+ countries and offers 200+ routes. Compare options by service region, time of use, and client performance.
How can I troubleshoot reduced video quality or buffering?
Pause other downloads first and make sure the client has not accidentally switched to direct connection, then try another route in the same region. Check whether video quality returns. If buffering occurs only in one region, keep the current subscription and use a route in another region; there is no need to activate another plan.
Which devices and operating systems does the client support?
VQVPN supports Windows, macOS, iOS, Android, and Linux. Accounts can be used on unlimited devices. For the specific import method, follow the client instructions in the Guides page and user panel for your device system.
04 / Billing
Billing & Refunds
Before choosing a plan, consider how often you use the service and how much data you need. Monthly plans reset data each month on the activation date, while data packages remain available until used and never expire. After payment, return to the account panel to confirm activation. For order issues, keep the order page details available when submitting a support ticket.
What are the prices and data allowances for monthly plans?
There are three monthly plans: ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Data resets monthly on the activation date. If you upgrade mid-cycle, the price difference is prorated based on the remaining days.
What is the difference between a data package and a monthly plan?
Data packages remain available until used and never expire. Prices are ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. Monthly plans reset data each month on the activation date and suit ongoing use; data packages suit accounts with irregular usage.
Which payment methods are supported?
Alipay, WeChat Pay, and USDT are currently supported. When placing an order, rely on the payment methods available in the user panel. After payment, return to the account page to confirm the plan status.
How do I request a refund?
If eligible, submit a support ticket through the user panel with your order details and reason for the request. VQVPN offers a 7-day no-questions-asked refund; review the Terms of Service for the applicable review and processing details.
Continue reading
Need step-by-step client setup?
The Guides page walks through account creation, purchasing, subscription retrieval, and importing on each platform. It is useful for first-time setup or when switching devices.