VPN Help & Troubleshooting

No email address is required. Create an account with a username and password. Follow the prompts in the account panel to set them up, then save your login details in a trusted password manager. Creating an account and choosing a plan are separate steps: being able to sign in does not mean the client has a working subscription. Before connecting, check your plan status in the panel, then get your subscription and import it into the client. Never share your account password, and keep login details out of public screenshots. If you forget your login details, check your saved records and any devices where you’re still signed in. Then contact support through the account panel if you can access it. Don’t make another payment to try to recover your existing account.

Sign in to the account panel and find the subscription option in your account overview. Copy the subscription or follow the panel’s instructions to import it. Once the client receives the subscription, it should show the server list; copying a link alone does not establish a connection. To refresh the list later, open subscription or configuration management in the client, select the VPNOQ subscription and update it. Then check the server list again. Update the existing subscription where possible to avoid duplicate configurations with similar names and accidentally selecting an old one. If the update fails, check that the panel loads, your plan is active and the link was copied in full. Keep your subscription link private like a password; never paste the full link into a support ticket.

VPNOQ has no limit on the number of devices connected at the same time. To switch devices, sign in to the account panel with your existing account, get the client on the new device and import your subscription. You don’t need a different plan just because you changed devices. Supported platforms include Windows / macOS / iOS / Android / Linux. The interface may vary, but each platform requires you to import the subscription, choose a server and confirm the connection. No device limit does not mean each device has a separate data allowance; keep an eye on your account’s data usage and plan status. When you stop using an old device, remove any saved subscription and login details. If the new device won’t connect, compare its server and mode with the old device before switching accounts.

First, make sure the active subscription is VPNOQ’s, not another configuration you imported earlier, then update it. If the old information still appears, check the subscription option in the account panel and look for duplicate configurations in the client. Once the new configuration works, remove the outdated entries. If the link was posted publicly, sent somewhere untrusted or exposed in a screenshot, stop sharing it. Check the account panel for an option to reset the subscription; follow the instructions shown there. If you can’t resolve the issue yourself, open a support ticket and explain how the link was exposed and your current account status. Changing your account password does not prove the subscription link has been disabled, so check the subscription’s status separately.

Pause the client connection and check whether your local network can access everyday websites. If the local network itself is having issues, resolve those first. Then sign in to the account panel, check your plan status and data usage, and make sure the subscription belongs to your account. In the client, update the subscription, select a server and confirm that the connection is enabled. Also check that the system proxy is set up or that you’ve granted the VPN connection permission required by your platform; importing a subscription does not configure these settings automatically. If it still fails, try a server in another region or of a different type, and note any error message. Change one setting at a time to isolate the problem. Don’t repeatedly reinstall the client, switch servers and change configurations all at once.

Your browser and other apps may use different network settings. Some apps use the system proxy; others handle connections themselves. Rule mode may also route different domains through different exits. First, check that the client is connected and review the routing rule for the app. Then try switching temporarily to global mode and reopening the app. If it works in global mode, check the routing rules. If nothing changes, review the app’s proxy settings, whether the client supports the required traffic-routing method, and the system’s connection permissions. For terminal or developer tools, check their own proxy settings too. When you’re done testing, switch back to your usual mode so unsuitable rules don’t route all your traffic indefinitely.

In rule mode, the client’s routing rules determine whether traffic uses your local network or the selected server. It’s suited to everyday use when you need different websites and apps routed differently. Global mode usually sends all traffic handled by the client through the selected server, making it useful for checking whether a routing rule is causing a problem. Global mode only covers traffic the client can handle, so it doesn’t guarantee that every app will use the proxy. Note your original mode before switching. Then reopen the same website or app and check whether the same action works. If it only works in global mode, review the relevant routing rules rather than assuming the server is at fault. Once you’ve identified the cause, restore your preferred mode and keep any settings that worked to avoid repeating the same checks.

A connected status usually means the client’s connection feature is enabled; it doesn’t confirm that a particular website is reachable. Try several websites to see whether the issue affects one service or all traffic, then check your selected server and routing mode. If no websites load, pause the connection and check your local network. Also check whether another proxy or VPN configuration is running on the device; during troubleshooting, keep only the connection you need. If only some domains fail, check that the client’s DNS settings match the current configuration. Avoid adding random settings copied from the internet. After switching servers, try loading the site again. If the issue persists, include the error message, platform, server name and steps you’ve tried in a support ticket. Don’t include your full subscription link.

Pause the connection and check whether local websites and your usual network activities are also slow. If they are, check your Wi-Fi signal, background downloads and network sharing first. If local access is normal, reconnect to the original server and test the same service, then compare it with servers in other regions or of other types. Pause large downloads and device syncing during the test, and keep the app and network conditions as consistent as possible so competing traffic doesn’t look like a server issue. If another server works better, use one that suits your current network for now. If several exits are affected, note the time, network, target service and server names, then submit a support ticket. Don’t judge the long-term performance of every server based on a single test.

These terms describe connection paths, not fixed speed tiers. IEPL refers to the transmission method used by a dedicated link. A relay route passes through an intermediate node before reaching its exit, while a direct route connects more directly to the destination node. Actual performance depends on your local network, the destination region, the service you’re accessing and current route conditions. When choosing a route, first identify the region required by the service, then compare route types within that region. Avoid changing both the region and route type at once, so you can tell what made a difference. Everyday browsing, video playback and tools that rely on long-lived connections may have different needs; judge a route by whether it can reliably handle your intended task. If you run into trouble, check the route page for its group and include the specific route name in your support ticket.

VPNOQ covers 120+ countries and offers 250+ routes. This describes the range of available regions and routes, not a guarantee that every exit will work with every website. International services may determine access based on your account region, exit IP, content licensing and their own policies. The same service may behave differently across routes. For ChatGPT, Claude, Gemini or streaming, check the service’s regional requirements and test an appropriate exit. Being able to open a website doesn’t necessarily mean sign-in, playback or long-lived connections will work. If you switch exits, keep the task the same and try again. Check the current route and the service’s response; route count is not a guarantee that any particular content will be available.

First, identify what’s happening: the service may be denying access, video may keep buffering, or a request may start and then disconnect. Each points to a different troubleshooting path. For video, lower the playback quality and see whether the issue is related to sustained data transfer. For an AI tool, try a short, ordinary request and note any error message if it disconnects. Then compare exits that meet the service’s regional requirements, and try different route types if needed. Keep the exit stable during testing. Avoid switching routes while streaming, signing in or receiving a response, as changing the connection path can interrupt the current session. If switching routes doesn’t help, check the app’s status, your local network and routing rules. In a support ticket, describe the service and the specific issue; don’t upload private conversations or account credentials.

Monthly plans: ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data resets monthly on the activation date. Data packages: ¥158 for 300GB, ¥358 for 1000GB, and ¥658 for 3000GB. Data is available until used and never expires. If you use the service regularly and can estimate your monthly data needs, compare the monthly plans against your usage. If you use it less often, consider how the data packages are billed. Before choosing, check the details on the plan page and in your account panel. Monthly data reset rules don’t apply to data packages, and data that never expires isn’t unlimited. If you already have a plan, check your account status before making changes to avoid choosing again based only on price.

Monthly plan data resets each month on the activation date, not automatically at the start of the calendar month. Check your account panel for remaining data and relevant dates. Distinguish your plan status, data usage and order records; an order’s payment time may not be the update time for every account status. If you upgrade mid-cycle, the price difference is converted into the remaining days. Review the option and result shown in the panel before confirming. If the client and panel show different information, update your subscription and check again. Don’t pay again just because the client still shows an old value. If you have questions about a reset date or upgrade result, submit a support ticket with the relevant order details and the panel message so support can check your account records.

VPNOQ supports Alipay / WeChat Pay / USDT. Start the plan and order process from your account panel, and follow the payment instructions shown for your current order. Don’t substitute payment details forwarded by someone else for the order in your panel. After paying, check the order status, then review the plan and data records in your account overview. A payment page confirmation alone doesn’t replace checking the order. If the payment and account statuses don’t match, refresh the relevant pages, keep your order ID and payment receipt, and explain the issue in a support ticket through the panel. Don’t pay repeatedly before the order is checked or post a complete transaction screenshot publicly. When submitting proof, hide personal details that aren’t needed to investigate and leave only the information required to identify the order.

VPNOQ offers a 14-day no-questions-asked refund policy. To request a refund, sign in to the account panel, open the support ticket page, clearly state that you’re requesting a refund, and include the relevant order ID and payment record for verification. If you’ve also had connection issues, include the platform, server name, what happened and what you’ve tried so support can understand the situation. Keep the connection issue and refund request clearly separated. Don’t include your account password, full subscription link or login credentials for other services in a ticket. See the Terms of Service for refund eligibility and full details. Check the ticket in your account panel for updates. This page does not promise a refund processing time; keep your ticket record and provide any additional order details requested in the reply.