ACCOUNT
Account & Subscriptions
This section covers registration, subscription access, device changes and client entry points. Real subscriptions are available only in the signed-in user panel and should not be posted publicly or shared with unrelated people.
Do I need an email address to register for VPNXV?
No. VPNXV does not require an email address; you can register with a username and password. Choose a username you can remember long term and keep your password secure. After signing in to the user panel, you can choose a plan and access client and subscription details.
Where can I find my subscription after activating a plan?
Sign in to the user panel and open the client download or account overview area to get the client and subscription for your platform. This static help page does not display real subscription addresses or provide public direct links to installers. Before importing, confirm that you are signed in to the correct account and that your current plan is active.
How do I update my subscription link?
Find the current subscription in your client and use its update or refresh function to retrieve the route list again. If nothing changes, quit and reopen the client, then copy the current subscription from the user panel and import it again. Do not edit server fields in the subscription manually, as this may break future updates.
Do I need to buy another plan after changing devices?
No. Changing devices does not require another purchase. VPNXV supports unlimited simultaneous devices. Sign in to the same account on the new device, then get the client and subscription for that platform from the user panel. When you stop using the old device, delete the saved subscription to keep account details off an idle device.
Which operating systems does VPNXV support?
Supported platforms include Windows / macOS / iOS / Android / Linux. The client interface and import entry may vary by system, but the process is the same: get the required content from the user panel, import the subscription, choose a route and verify the exit location.
CONNECTION
Connections & Troubleshooting
For connection issues, first distinguish between the local network, subscription, individual route and client mode. Change one condition at a time and record the before-and-after result; this is more useful than reinstalling and changing several settings at once.
What should I check first if the client cannot connect at all?
First confirm that your local network can access common websites normally, then update the subscription and switch to another route. Check that the client is running and that the system proxy or virtual network mode is enabled. If every route fails, save the client error message and submit a ticket through the user panel.
What should I do if it says connected but websites will not open?
Check the route, proxy mode and name resolution separately. Switch routes and reopen the page, then temporarily change the client from rule mode to global mode for comparison. If global mode works, check whether the rules cover the target domain. If it still fails, restart the client and local network and try again.
Why is a particular app not using the proxy?
Check whether the app was already running in the background before the connection was established; if necessary, quit it completely and reopen it. Then check whether the client is using rule mode or global mode, and whether the target domain was classified as a direct connection. If the browser works but the app does not, include the system, client mode and the app’s exact behavior in your ticket.
How should I handle a failed subscription update?
Confirm that you copied the complete subscription currently shown in the user panel, without missing any characters at the beginning or end. Delete the expired subscription in the client, import it again and check that the client is allowed to update online. If it still fails, include the client name, system type and original error text. Do not post the subscription itself on a public webpage.
What should I do if the mobile client often disconnects in the background?
Check whether the system restricts the client from running in the background, and make sure power-saving settings are not pausing the network connection. Reopen the client and watch its connection status, switching routes if needed. If it disconnects only when the screen is locked or the network changes, describe the trigger in your ticket so support can distinguish system background limits from route issues.
ROUTING
Speed & Routes
Route quality cannot be judged from a single speed test. A better approach is to keep the local network and client settings fixed, switch through candidate routes one at a time, and compare loading on the websites, AI tools or streaming services you actually need.
What should I do if speeds slow down or become unstable during peak hours?
Switch to another route in the same region instead of judging overall status from one exit alone. Pause bandwidth-heavy sync, download or update tasks, then test websites and the target service separately. If only a particular region remains slow, choose a closer or better-routed option and include the time and route name in your ticket.
How should I choose between IEPL, relay and direct routes?
Choose based on your actual use case, not just the route name. For everyday browsing, prioritize a stable route in a suitable region. When cross-border paths are noticeably unstable, compare IEPL and relay routes. For services requiring a specific exit region, filter by region first, then test whether the target website loads normally.
Why is a speed test fast while real-world use remains slow?
A speed test reflects only the path between its test target and the current route; it does not represent every website or app. Your actual experience is also affected by the target service’s region, local network, client rules and active downloads. Test the service you actually need and compare loading or playback across different routes.
What should I do if an AI tool or streaming service reports a region mismatch?
Sign out of the target service, clear its old session, choose an exit region that fits your needs and open it again. If the mismatch remains, check that the browser, client rules and system network use the same exit. Some services retain an earlier region state, so avoid switching between multiple regions repeatedly within a short period.
How can I tell whether there is a DNS issue?
A common sign is that the connection is established but a domain will not open, while other known services remain accessible directly. Try switching routes, restarting the client and reconnecting so the client can take over name resolution again. If only a particular domain fails, record the domain, selected route and proxy mode for support to assess the rules or resolution path.
BILLING
Billing & Refunds
Monthly plans and data packages work differently. Monthly plan data resets from the activation date, while data packages remain available until used and never expire. Before paying or upgrading, check the selected type and data tier in the user panel.
What monthly plans and data allowances are available?
Monthly plans are ¥9.9/month with 60GB · ¥18/month with 250GB · ¥28/month with 500GB. Choose based on your typical browsing, file transfer and media use. Data resets monthly from the activation date for every tier; check the user panel for current availability and purchase details.
When does monthly data reset, and how does an upgrade work mid-cycle?
Monthly data resets each month from the activation date rather than on a calendar-month schedule. For a mid-cycle upgrade, the price difference is prorated for the remaining days. Check your current plan, remaining status and available tiers in the user panel before confirming the upgrade, and do not confuse monthly plans with data packages.
What data packages are available, and do they expire?
Data packages are ¥158/300GB · ¥358/1000GB · ¥658/3000GB. They remain available until used and never expire, making them suitable for irregular usage or anyone who does not want monthly resets. Before purchasing, confirm that you are choosing a data package rather than a monthly plan.
Which payment methods are supported?
Supported methods include Alipay / WeChat Pay / USDT. After you choose a plan in the user panel, the page will show the payment options currently available. Check the plan name, price and data tier before paying; afterward, return to the user panel to review the order and plan status. Do not submit the same order twice.
How do I request a refund?
VPNXV offers a 14-day no-questions-asked refund. To apply, sign in to the user panel and submit a ticket describing the relevant order and refund request, keeping the order status available for verification. You can review the record in the user panel afterward; do not create duplicate tickets for the same request.
TICKET
Submit a ticket
Need more help
When submitting a ticket, include the platform, client mode, selected route, circumstances in which the issue occurred and the complete error text. If the issue appears only on a particular website or app, say whether other websites work normally. Clear comparisons help reduce repeated follow-up questions.