Help Center: Subscriptions, Connection and Refunds

No. Signing up only requires a username and password — no email address needed. Once you're registered you go straight to the user dashboard, where you choose a monthly plan or a data pack on the plans page; after payment succeeds, head to the download section to get your subscription. Keep your username and password safe: the same credentials are used for dashboard login, subscription retrieval and support tickets.

There's no device limit. Windows, macOS, iOS, Android and Linux devices under the same account can be online at the same time, and you don't need to buy anything extra for a second device. Just import the same subscription on each device; when you add a new device, log in to the dashboard and copy the subscription link again — no new order needed.

Log in to the user dashboard, open the download section and copy the subscription link, then import it into your client. Switching devices doesn't require a new purchase — sign in to the same account on the new device, grab the same subscription, and it works after import. Your existing devices are unaffected, and there's no device limit.

The subscription URL is fixed, so you don't have to replace it by hand each time. Most clients have an update-subscription option — one click pulls the latest route list, and any new routes or regrouped nodes show up after an update. Only if your client configuration is lost do you need to go back to the dashboard and copy the subscription link again.

After logging in to the dashboard, the account overview section shows your current plan name, expiry date and data used. Monthly plan data resets every month on the activation date, and the used-data counter goes back to zero; data packs show the remaining balance, which lasts until it runs out and never expires.

Work through three steps: first, switch to another route in the client and try again — for example, from a direct route to a relay or an IEPL dedicated line. Second, make sure your system clock is accurate, since a large time offset can make the connection handshake fail. Third, disable browser proxy extensions or other proxy tools on your system so two proxy layers don't conflict. If only a few sites fail while others load fine, the routing rules are usually the cause.

The usual reason is that the routing rules classify it as direct. The client's rule list decides route versus direct based on domain and IP range, and some mainland China services, LAN devices and in-app requests match the direct rules. To fix it, set that domain or app to use the route in your client, or try a configuration with global mode instead. If it still misbehaves after the change, switch to another route to rule out a problem with that single route.

Yes. After a network switch both your local IP and the outbound path change; clients usually reconnect automatically, but some systems keep the old connection state. The safe approach is to disconnect and connect once more, then confirm the status is back to connected. The same goes after closing a laptop lid to sleep or restarting your router — reconnect manually once.

First check whether your plan is still active — log in to the dashboard and look at the expiry date in the overview section; an expired plan only becomes usable again after renewal. If the plan is still active, go back to the dashboard and copy the subscription link again, then create a new configuration in your client and import it; you can delete the old one first so the two configurations don't overwrite each other. If updates keep failing, try from a different network — some corporate or campus networks place extra restrictions on connections.

Not necessarily. First work out whether it's one route or your local network: switch to another route in the same region and compare. If both are slow, the problem is usually your local network or Wi-Fi signal; if only one is slow, just switch away from it. During peak hours the cross-border links carry a heavier load overall, so prefer routes marked as IEPL dedicated lines — redundant multi-route setups hold up better under congestion.

A direct route connects straight from your location to the exit node — the shortest path, good for everyday browsing. A relay first connects to an entry node and forwards to the exit, avoiding poor-quality international segments, which suits cross-continent access. An IEPL dedicated line runs on a carrier's private channel with a fixed path and no contention with other traffic, making it the most stable option at peak hours. For daily use pick direct; for services in Europe and North America pick a relay; when you need high stability, long meetings or 4K playback, pick an IEPL dedicated line.

Peak-hour bottlenecks are usually in the international exit segment, not your local bandwidth. Work through this order: first, switch from a direct route to a relay or IEPL dedicated line in the same region; second, avoid the most popular regions and pick nodes whose load is spread out; third, make sure no other device on your network is running a large download; fourth, if needed, drop the video quality to cut unrelated traffic. VPNEQ's routes are grouped by region with multi-route redundancy, so you can switch at any time when one route is congested.

There are four main layers: your local bandwidth and Wi-Fi quality, the distance from your location to the entry node, the route type on the international segment (direct, relay or IEPL dedicated line), and the response speed of the target service itself. Troubleshoot in that order, ruling out one layer at a time — test local bandwidth first, then compare a wired connection against Wi-Fi, and finally compare routes. If you only switch routes without changing your local network, it's hard to tell which layer is the bottleneck.

The cross-border path is determined by your local ISP, and different cities sit at different physical distances from the same entry node with different interconnection quality, so performance naturally varies at the same time of day. That's why routes are built with multi-route redundancy: when one path degrades in a given region, you can switch to another. If problems persist, note your city, ISP, route name and the times they occur, then submit a ticket — troubleshooting goes much faster.

4K playback is sensitive to both bandwidth and latency, so choose a low-latency Asian route or an IEPL dedicated line, and prefer a wired connection or 5GHz Wi-Fi. When buffering starts, drop one quality level first to see whether it's a bandwidth or a route problem; if the same route handles 1080p fine but stutters at 4K, you're probably short on bandwidth headroom, and switching to a dedicated line usually helps. You can check streaming support by region and platform on the nodes page.

Three are supported: Alipay, WeChat Pay and USDT. When you order, choose the payment method on the plans page in the dashboard and follow the on-screen steps to pay; once payment succeeds, the active plan and data appear in the overview section.

VPNEQ offers a 14-day refund, no questions asked. Submit a ticket in the dashboard with your order number and the reason for the refund, and the full amount is returned via the original payment method. Once the refund is processed, the account and subscription are deactivated at the same time; if you want to keep using the service, you can place a new order.

Monthly plans deduct data each month: ¥9.9/month for 60GB, ¥18/month for 250GB and ¥28/month for 500GB, with data resetting every month on the activation date — a good fit if you use it every day. Data packs are counted by total volume: ¥158/300GB, ¥358/1000GB and ¥658/3000GB, valid until used up and never expiring — a good fit for business trips, short-term projects or irregular usage. If your usage clusters in a few months, a data pack works out better; if you use it daily at a steady rate, the monthly plan has a lower unit price.

When you upgrade, the difference is prorated by the remaining days; once you pay the difference the new plan takes effect immediately, with no need to buy a full month again. The prorated amount is shown on the order page, so check it before paying. If you only want to reduce usage, it's better to wait until the current cycle ends and order again, to avoid repeated proration.

It resets every month on the activation date, not on the 1st of the calendar month. If you activated on the 12th, for example, your allowance goes back to zero and starts over on the 12th of each following month. The reset only affects the recurring monthly allowance; data packs are a separate one-off balance that isn't cleared by the monthly reset and doesn't expire.