SUPPORT DESK
VPN Help
Find actionable steps by issue type, from account creation and subscription imports to route switching and refund requests.
ACCOUNT / SUBSCRIPTION
Account & Subscriptions
Handle account creation, subscription access, configuration updates, and device migration. Account information and subscription credentials should be kept only by the account holder.
Do I need an email address to create a VHVPN account?
No email address is required. Create an account with a username and password. Keep your login details secure, and never save your password on a public device. After registration, open the user panel to view plans, orders, and subscription options. If you switch browsers or devices, use the same username and password; there is no need to create a separate account for each device.
Where can I get my subscription link, and how do I update it?
After signing in to the user panel, find the subscription for your account under Downloads & Subscriptions and add it through your client’s subscription import feature. When the route list changes, update the subscription or refresh the configuration in the client instead of purchasing another plan. If old content still appears, delete the old configuration, copy the subscription again from the user panel, and import it. Subscription content is an account access credential; do not post it publicly or forward it to unrelated people.
Do I need to purchase another plan after switching devices?
No. VHVPN supports unlimited simultaneous devices. When moving to a computer, tablet, or other supported device, sign in to the original account, download the client, and import the subscription again. You can decide whether to keep the configuration on the old device. Before handing a device to someone else, sign out and delete the local subscription so account details are not left behind.
Which platforms are supported, and what should I know when moving a configuration?
Windows / macOS / iOS / Android / Linux are supported. Client interfaces and import options may differ by platform, but the subscription belongs to the same account. When migrating, download the client and subscription suited to the current device from the user panel. Copying the old device’s application data directory is not recommended. After importing, check that the route list appears, then select a route and test web access.
CONNECTION / DIAGNOSIS
Connections & Troubleshooting
A connected status only means that the client has attempted to establish a network path. Whether the target app is reachable also depends on the system proxy, routing rules, and local network conditions.
The client says it is connected, but webpages still will not open. What should I do?
First, confirm that the client is using a valid route and that system proxy or virtual network mode is enabled. Fully quit and reopen the browser to prevent it from reusing an old connection. If the issue persists, switch to another route in a nearby region and test both regular webpages and the target service. Also check that the local firewall, other network tools, or company network policies are not taking over traffic. Running multiple proxy configurations at once can cause conflicts.
Why does only one app fail to use the proxy?
This is usually related to the app’s networking method, system proxy support, or the client’s routing rules. First, confirm that the app launches normally when disconnected, then check whether the client proxies browser traffic only. If the client offers system proxy and virtual network modes, follow the instructions for your platform and choose the mode better suited to applications. After switching modes, fully close the app’s background process and reopen it, because existing connections do not automatically move to the new network path.
Why can’t I see any routes after importing the subscription?
Open the subscription management page in the client. Confirm that you imported a subscription URL rather than a regular webpage URL, then update the subscription. If a format error appears, return to the user panel and copy the complete content again, making sure nothing was omitted from either end. Also confirm that the client selected the newly imported configuration instead of the old one. After updating, check the routes page. If it is still empty, delete the configuration and import it again.
What should I do if I cannot connect after switching from Wi-Fi to another network?
After a network change, existing system connections may remain tied to the old network interface. Disconnect the client first, wait until the system confirms that the new network can access webpages normally, and then reconnect to a route. If it still fails, quit and restart the client, and check that the system time and network permissions are correct. If a public network requires an authentication page, complete that network’s login process before starting the cross-border connection.
ROUTE / PERFORMANCE
Speed & Routes
Choose routes based on your current use case, target region, and connection stability. A single test does not represent every time of day; compare again when network conditions change.
How should I troubleshoot slowdowns during peak hours?
First determine whether the issue comes from the local network or the current route. Stop tasks using significant upload or download bandwidth, confirm that local webpages load normally, and compare another route in the same region. For video, reopen the playback page so the service can establish a new connection. For voice calls, meetings, or streaming output, end the current session before switching routes. Network paths change during peak hours, so prioritize stable connections rather than judging only by the region name.
How should I choose routes for everyday browsing, Streaming, and AI Tools?
For everyday browsing, start with a geographically closer region that offers a stable connection. For Streaming, choose a route matching the content region and reopen the app or page after switching. AI Tools depend more on regional detection, persistent connections, and streaming responses, so stay on the same route while signing in and using the service; avoid changing exit regions repeatedly during a session. VHVPN covers 100+ countries / 150+ routes, which you can test individually based on the target service and current network.
What should I do if an AI Tools response stops midway or keeps loading?
Keep the current input, refresh the page, and establish the session again. If regular webpages work but streaming responses keep stopping, switch to a more stable route and sign in to the target service again. Avoid switching routes repeatedly while content is generating, as an exit change can invalidate a persistent connection. For developer tools or editor plugins, check whether their network requests follow the system proxy. Command-line programs may need to read the system network configuration separately.
Why does Streaming still show the wrong region after switching routes?
A Streaming app may retain its previous regional result. After switching to a route in the target region, fully quit the app or close the related webpage, then reopen it and check again. If the original region still appears, clear the service’s site cache or restart the device’s network connection. Confirm that the client’s actual exit route has changed, rather than only selecting a route name without reconnecting. Regional databases are updated at different times across content platforms; if an issue persists, try another route in the same region.
BILLING / REFUND
Billing & Refunds
Before purchasing, distinguish between monthly subscriptions and data packages. Monthly subscriptions reset data on the activation date, while data packages are consumed as needed.
What are VHVPN’s monthly subscription prices and data allowances?
Monthly subscriptions cost ¥9.9/month with 60GB, ¥18/month with 250GB, or ¥28/month with 500GB. Data resets monthly on the activation date, and mid-cycle upgrades are prorated by the remaining days. Choose a plan based on your typical usage and actual data needs rather than selecting a higher tier for occasional use. Plan details and the current order status are shown in the user panel.
Does a data package reset every month?
No. Data packages remain valid until used and never expire. Prices are ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They are different from monthly subscriptions with recurring data resets and suit users who prefer usage-based consumption. Before purchasing, confirm on the plans page whether you are choosing a monthly subscription or a data package so the two data rules are not confused.
Which payment methods are supported?
Alipay / WeChat Pay / USDT are supported. After selecting a plan and creating an order in the user panel, available payment options appear at checkout. Check the plan name, data allowance, and amount before paying. After payment, return to the order page to check the status. If the status does not change after refreshing, do not repeatedly create identical orders. Reopen the order page to confirm first, then submit the order details through a ticket.
How do I request a refund?
VHVPN offers a 7-day no-questions-asked refund. To apply, sign in to the user panel, open the ticket area, select the relevant order, and describe your refund request so the order status can be verified. Before submitting, keep the plan and payment details from the order page available to avoid missing required information. The refund policy page governs refund rules. If the issue is related to configuration or route selection, include your device platform, client behavior, and troubleshooting steps already attempted in the ticket.