FAQs and Connection Troubleshooting

No email address is required. Create an account with a username and password. Before continuing to the user panel to view plans, make sure you can securely store both. Use a unique password and save it in a trusted password manager. Don’t share your login details and subscription link together. Since no email address is required, don’t assume you can recover your account by email. If you can’t log in, check your keyboard input, capitalization and autofill, then look for the recovery options currently available in the panel. When sharing screenshots publicly, hide your account details and leave the error message visible.

There’s no device limit for simultaneous connections, so you don’t need to choose a new plan just to add a device. Sign in to the same account on your new device, get the client and subscription for that platform from the user panel, then import them using the guide. Don’t rely on configuration files saved on an old device as your only source; the current subscription in the panel is easier to verify. Unlimited devices doesn’t mean unlimited data, so check the remaining data on your monthly plan or data package. When you stop using an old device, sign out and remove any saved subscription details to avoid leaving account information behind.

Supported platforms: Windows / macOS / iOS / Android / Linux. Use the download section in the user panel to find the option for your system. Installers are available in the panel only to users with an active subscription, and you must sign in to access your subscription. Installing the client doesn’t import any routes. Return to the panel to get your subscription, then import it into the client and connect. If your system asks you to confirm permissions or approve opening the file, check its source and the panel instructions first. Don’t disable system protections just to proceed with installation. Menu and screen names may vary by client version.

Sign in to the user panel and check your subscription status. Then open the subscription or configuration management page in your client and update the imported VPNOU subscription. If the update fails, get the current subscription link from the panel again. Make sure you copied it in full, without spaces or line breaks, then replace the old link. Check that the route list appears and select a route to connect. Updating a subscription is different from updating the client. Whether local rules are kept depends on how the client handles configuration, so save any custom settings before making changes. Your subscription link grants access to your account; don’t post it in public forums.

First, check that you can open the user panel in your browser, then confirm that your subscription is active and has data remaining. Copy the subscription link again and use the subscription import option in your client; don’t paste the link into a single route’s server address field. If you see a format error, check that the import method matches the panel instructions. If retrieval fails, check your local network, system time and the client’s network permissions. If the list is still empty, keep your current configuration and submit a ticket with the client name, operating system and exact error message. Don’t include the full subscription link in public screenshots or repeatedly overwrite your configuration and lose useful troubleshooting information.

A connected status usually means the client has established a connection; it doesn’t confirm that the destination website is reachable. First, disconnect the client and check that your local network works. Then make sure the system proxy or the network takeover mode required by your client is enabled. Try a different route and compare the same webpage. If only one site fails, check the site’s status, your account region and your browser cache. For a DNS error, follow the client guide to check your DNS settings instead of adding unverified configurations. Change one setting at a time and keep a record of the original settings so you can tell what helped and restore them if needed.

Browsers and apps may handle network traffic differently. Being able to open a webpage doesn’t mean every app is using the same route. Check the client’s current routing mode and whether rules send the target app or domain to a direct connection. Then check whether the app follows the system proxy. Some apps require another network takeover mode supported by the client; check the documentation for your platform to see what’s available. After changing settings, fully quit and reopen the app so it doesn’t keep using an old connection. If the problem continues, include the app name, error message, route region and settings you’ve tried in a support ticket. Don’t leave all traffic rules changed to unverified settings.

Sign in to the user panel and open the support ticket section. Briefly describe where the issue occurs: signing in, updating a subscription, connecting, or accessing a destination service. Include your platform, client name, route region, exact error message and approximate time of the issue. Note which routes you tried, whether you switched local networks and whether other apps work. This is more useful than simply saying it doesn’t work. Hide passwords, full subscription links and sensitive payment details in screenshots. Review logs before submitting them, too. Keep replies in the same ticket so the context stays together and you don’t have to repeat checks.

First, distinguish local network congestion from changes in the international route. Pause background downloads, check your Wi-Fi signal and compare local access with the client disconnected. If your local network is working normally, try other routes in the same region, then compare routes in other regions, keeping the website and app the same. Note when the slowdown occurs, the route name and what you experience, such as slow page loads, video buffering or dropped sessions. Don’t judge a route’s long-term performance by one speed test. Your experience also depends on your local carrier, the destination service and the time of day. If the issue persists, send your comparisons through a support ticket.

These labels describe how a route is organized; they aren’t a ranking of user experience. IEPL refers to a dedicated link, a relay route connects through an intermediary node, and a direct route uses a direct connection. Available options depend on your client. Choose an exit region that suits the destination service, then compare how each route performs on your current network. VPNOU covers 110+ countries / 210+ routes, but coverage doesn’t mean every region is suitable for every service. If your current route works for the task, keep using it. If you run into problems, compare routes in the same region one at a time rather than changing several conditions at once.

A route’s exit region is only one factor that can affect access to a service. The platform may also consider your account region, login session, cache and its own usage policies. Confirm which route is selected in the client, then quit and reopen the app. If needed, check the platform’s guidance on account regions and access requirements. Streaming libraries, playback and AI tool availability can change with platform policies, so the region name alone doesn’t guarantee an outcome. Don’t repeatedly change your account and payment regions without checking the cause. To report an issue, include the service, route region and on-screen message rather than just a screenshot showing a connection.

A speed test measures the path between your device and a specific test endpoint, which may differ from the path to the website you’re using. Judge a route by the task you need to complete: whether webpages load fully, video keeps buffering, an AI session disconnects or file transfers finish reliably. For a useful comparison, keep the device, local network, test tool and destination service the same, and record results at different times. Latency, jitter and download speed measure different things, so don’t focus on one large number. Speed tests also use data. After testing, check performance with your actual task and, if needed, review your remaining data in the panel.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data resets monthly on your activation date. If you upgrade mid-cycle, the price difference is prorated for the remaining days. When choosing a plan, consider your usual tasks and data needs. Unlimited devices doesn’t mean unlimited data. After activation, check the plan name, status and data usage in the user panel. Check the reset date against your activation date rather than assuming it falls at the start of each calendar month. Before upgrading, review the order details and prorated amount shown in the panel, and confirm the account and plan. If you have questions about the amount, check with support through a ticket.

Data packages: ¥158 for 300GB · ¥358 for 1000GB · ¥658 for 3000GB. They’re valid until used and never expire. Monthly plans include data based on the selected tier, with data resetting monthly on your activation date. Choose based on whether your usage is regular each month or occasional. A data package doesn’t replenish monthly, and a monthly plan isn’t a data package that keeps its balance indefinitely. Before changing billing options, check your current plan and order details in the panel. Whether products can be kept together and how they work with each other depends on what the panel shows. If you’re unsure, check through a support ticket before making changes.

Supported payment methods: Alipay / WeChat Pay / USDT. Create an order in the user panel and follow the payment method and instructions shown on that order page. Don’t use payment details from a previous order for a new one. If the panel status hasn’t changed after payment, return to the order page and refresh it. Check that the payment is complete, you’re signed in to the correct account and the order matches the plan you chose. Don’t pay again just yet. Keep the order ID and payment result, then explain the issue in a support ticket. Hide payment details unrelated to the issue, but leave the amount and plan name visible so the order status and subscription can be checked.

VPNOU offers a 30-day no-questions-asked refund. To request one, sign in to the user panel and submit a support ticket explaining your request, along with the order details needed for verification. See the Terms of Service for the full policy. If you’re trying to fix a connection issue, you can also include your platform, route and error message to help diagnose it. Keep troubleshooting details separate from your refund request so the request itself isn’t missed. Check your account and order before submitting, then follow up in the ticket and provide any additional information requested. The ticket response will confirm the refund status and outcome. No processing time is promised on this page, and you don’t need to share sensitive payment details publicly.