Select a question to expand the answer. First check whether the issue is with your account status, configuration import or destination app, then follow the relevant troubleshooting steps. For step-by-step instructions, read the Getting Started Guide; for the full process and maintenance information, read the User Manual.
Accounts & Subscriptions
Your account stores plan and order details. Your subscription provides route configurations to your client. They’re managed separately.
What information do I need to create an account?
No email address is required—just a username and password. Create your account in the user panel and keep your login details safe; choose a password you don’t use on other sites. Your account manages plans, orders, client downloads and subscription details. Creating an account and activating a usable subscription are separate steps, so check your plan status in the panel before connecting. Don’t include your password or subscription link in public screenshots, and never enter your login details on unfamiliar sites.
Do I need to choose a new plan when I switch devices?
There’s no device limit for simultaneous connections, so you don’t need to change plans just because you’re switching devices. VPNUR supports Windows / macOS / iOS / Android / Linux. On your new device, sign in to the same account in the user panel, download the relevant client and import your current subscription. Keep an eye on your plan’s data allowance and validity across devices: unlimited devices doesn’t mean unlimited data. If you stop using an old device, disconnect and remove its local subscription configuration so your subscription details aren’t left on a device others can access.
Where can I find my subscription link, and how do I update it?
Sign in to the user panel and find your subscription details in the account overview, then import them as directed by your client. To update an existing setup, open the subscription or configuration management page in your client and select the subscription update option. Once it finishes, choose a route again. If the link appears to have expired, check your current subscription and plan status in the panel, then copy the subscription details shown there and import them again. Don’t repeatedly import the same link and create duplicate configurations, or paste your subscription link into public chats, online testing tools or support-ticket screenshots.
My client hasn’t changed after I upgraded my plan. What should I do?
Check your order and current plan in the user panel first, and make sure the change is reflected there. Then return to your client and update the subscription. Some clients may still show a configuration name saved in their local cache, so an unchanged name doesn’t necessarily mean the upgrade failed. Check the plan status and data details in the panel. After updating, disconnect, select a route and reconnect. If the panel and client still don’t match, open a support ticket with the plan details before and after the change, the order status and the message shown by the client. Upgrade price differences are converted into remaining days; don’t estimate the result based on the data allowance difference.
What should I do if my subscription link is exposed or I forget my password?
Treat your subscription link as a private credential: anyone with the link may be able to access its route configuration. If you think it’s been exposed, first check whether the user panel offers a subscription reset option. If it does, reset it, import the new subscription on the devices you still use, and remove the old configuration. If there’s no reset option, or you can’t sign in because you’ve forgotten your password, use the recovery or support options actually provided in the panel. Don’t assume changing your password will invalidate an existing subscription link, and don’t send anyone your full password, subscription link or sensitive payment details.
Connections & Troubleshooting
Start with your local network, then check your plan, subscription, proxy mode and destination app.
The client says it’s connected, but webpages won’t load. What should I do?
A connected status usually means the client has started the connection process; it doesn’t prove that a particular webpage is reachable. First, check that your local network can open ordinary websites, then check your plan status and remaining data in the user panel. Next, update your subscription, try a different route, and confirm that the client has enabled the system proxy or the correct routing mode. If only one website fails, test another site to avoid mistaking a problem with the site itself for a route-wide issue. Change one setting at a time and note the results to help distinguish between local network, route and destination service problems.
Why does my browser work, but a particular app doesn’t use the proxy?
Browsers and apps may use different network paths. Some apps follow the system proxy, while others require the client’s tunnel mode or separate configuration. Split-tunneling rules may also route an app’s traffic directly. Check the client’s connection mode and which rules are being applied, then review the relevant permissions in the client’s documentation. If your browser has a proxy extension, make sure it’s actually handling the connection. Don’t disable all your security settings. You can temporarily switch modes to compare results, then restore the rules that work for everyday use.
What should I check if subscription import fails?
Make sure you’ve copied the full subscription details from the user panel, not a route name or a regular webpage address. Check for extra spaces, line breaks or text added by a messaging app, then confirm that your client supports the import method provided in the panel. If you see a network error, check your local connection first. If you see a format error, choose the right import option according to the client’s instructions. Don’t submit a live subscription link to a public conversion site. If the problem persists, include the error message and client name in a support ticket, but hide the link and any credentials it contains.
Do I need to reimport my subscription after sleep or a network switch?
Usually, you can disconnect and reconnect without deleting your subscription. Device sleep, switching from Wi-Fi to another network, or a network reconnect can all interrupt an existing connection. Once your local network is back, select the current route again and test it. If your configuration list won’t update, check your subscription and plan status. On mobile devices, check whether the system restricts the client’s background activity and adjust battery settings as described by your operating system. Avoid running multiple clients that take control of network traffic at the same time, as their proxy settings may conflict.
What information should I include in a connection support ticket?
In the support section of the user panel, specify your platform, client name, selected region and route type, and say whether the issue occurs during import, connection or access. Include when it happened, your local network setup, the affected app and the troubleshooting steps you’ve already tried. Include the original error message if possible. Hide sensitive account details, subscription links and payment information in screenshots. Share only what’s relevant; there’s no need to upload your full browsing history. Clear comparisons are more useful for diagnosing the issue than simply saying that it doesn’t work.
Speed & Routes
Your region, route type and app requirements all affect performance. Keep test conditions consistent when comparing routes.
Which regions are available, and how should I choose a route?
VPNUR covers 120+ countries / 250+ routes. Start by checking the region requirements of the service you want to use, then consider your local network and how each route performs. A closer region isn’t always faster. If you need content from a specific region, keep the region consistent while comparing routes there. If there’s no region requirement, start with a region you commonly use, then try other route types. The routes page provides an overview of regions and types; the options available to you are shown in the user panel and your updated client list. Don’t rely on a route name alone to decide what it’s suitable for.
What’s the difference between IEPL, relay and direct routes?
These terms mainly describe how cross-border connections are routed. IEPL refers to a dedicated connection, relay routes forward traffic through an intermediate access path, and direct routes use a more direct path to the destination. Route types aren’t a speed ranking, and a name alone can’t tell you whether a particular app will work. First identify the region you need, then compare connection stability and loading performance with the same service. Keep your local network and test method consistent to make the results easier to compare. If a route doesn’t suit your network, try another route type in the same region.
How can I fix choppy video or slow webpages during peak hours?
Pause network-heavy tasks such as local downloads and cloud sync, then check whether ordinary websites are also slow on the same network. If your local connection is fine, update your subscription, try a different route type in the same region, and test the app again. Choppy video can also be caused by adaptive streaming quality, device decoding or load on the destination service, so a connected status alone won’t identify the cause. Note when the issue occurs, which route you’re using and which apps are affected, then compare performance at other times. VPNUR doesn’t guarantee constant speeds. If the issue persists, include these details in a support ticket.
Will switching routes fix access to ChatGPT or streaming services?
Trying another route can help with troubleshooting, but it can’t guarantee access. AI tools and streaming services may decide whether to provide service based on factors such as account region, service policies, the apparent exit address and browser state. First check that the platform itself is working, then confirm its region requirements and test a route in the relevant region. If the problem occurs only at sign-in or playback, keep the exact error message and avoid repeatedly switching regions, which can make it harder to identify the cause. Connecting to a route and accessing a particular platform are separate outcomes; availability depends on the results of your connection test at the time.
Does a working route mean my privacy is fully protected?
VPNUR’s logging policy is to keep no logs, but that doesn’t mean other parties can’t identify all your online activity. Websites you sign in to may still identify you through your account, browser data or information you submit. You also need to protect the security of your device. On public Wi-Fi, check that website connections are encrypted, keep your system up to date, and protect your password and subscription link. Don’t treat connection status as the only measure of privacy. For details about how information is handled, read the privacy policy rather than relying on a route name or marketing label.
Billing & Refunds
Know the difference between monthly plans and data packages, then check your order, usage and plan changes.
How much is a monthly plan, and when does data reset?
Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB and ¥28/month for 500GB. Data resets monthly on the date your plan begins, not on the first day of each calendar month. Estimate your needs based on the apps you use, video streaming and file transfers, and check your usage and plan status in the user panel. Clients may calculate local usage differently, so use the panel as the source of truth for your account data. Upgrade price differences are converted into remaining days. Check the panel for the actual change, and don’t calculate a new expiry date yourself.
What’s the difference between a data package and a monthly plan?
Data packages are ¥158/300GB, ¥358/1000GB and ¥658/3000GB. They’re used until the data runs out and never expire. Monthly plan data resets each month on the date the plan begins. If you use the service regularly, compare monthly plans based on your typical usage. If your usage is less predictable, consider a data package based on your total needs. Never expiring refers to the package’s validity, not unlimited data. Don’t assume a monthly plan and a data package will automatically combine. Before switching, check the plan details, current status and confirmation screen in the panel.
Which payment methods are supported, and what if my payment is still pending?
VPNUR accepts Alipay / WeChat Pay / USDT. Choose a plan in the user panel, pay using the method shown on the order page, then return to the panel to check the order status. If your payment provider says the payment is complete but your plan hasn’t updated, first make sure you’re checking the same order, then refresh the order and account status. Don’t make repeated payments. If the issue persists, open a support ticket with the order ID, payment method and status. Hide unrelated account details in payment screenshots. Don’t pay unfamiliar recipients using payment details provided outside the site, and don’t treat a payment confirmation screenshot as the only proof that your plan is active.
What’s the refund policy, and how do I request a refund?
VPNUR offers a 30-day money-back guarantee. To request a refund, sign in to the user panel, open a support ticket and include the relevant order ID so the payment and plan records can be checked. For the full eligibility criteria and instructions, read the refund policy. Follow any requests for additional order information during processing. You don’t need to submit your full browsing history to prove a connection issue, and you shouldn’t send your password or live subscription link. Track the refund through the panel. Processing time depends on the payment provider; no additional timing estimate is made here.
What should I check before my data runs out, or before renewing or upgrading?
Before renewing, upgrading or choosing a data package, check your current billing type, data usage, plan status and any pending orders in the user panel. Monthly plan data resets each month on the plan start date, while data packages are used until depleted and never expire, so they work differently. Don’t assume renewal will reset your data immediately or that changing plans will automatically preserve your existing usage. Read the confirmation screen in the panel before proceeding. Upgrade price differences are converted into remaining days. If the displayed result doesn’t match your expectations, check it through a support ticket before continuing.