FAQ & Subscription Help

No email address is required. You can create an account with a username and password. Save both in a trusted password manager, and make sure you’re signed in to your own account. Your subscription link is also an account credential, so protect it like your password. Don’t post it in public forums or share it with people you don’t know. Before switching browsers or clearing local data, make sure you’ve saved your login details. If you have trouble signing in, check your input method, capitalization, and any extra spaces copied with your credentials. Then describe the issue through the ticket link in the user panel. Never include your password or full subscription link in a ticket.

Sign in to the user panel and find your subscription in the account overview, then import it as instructed by your client. If you already have a subscription configured, use the client’s update-subscription feature to refresh the route list instead of repeatedly creating configurations with the same name. Before updating, make sure you’ve selected the VPNKN subscription and check that the update succeeded. If the subscription link in the panel has changed, import the current link from the panel and switch to the new configuration. You can remove the old configuration once you’ve confirmed the new one works, which helps prevent selecting the wrong one. Don’t use a public webpage URL as a subscription link.

VPNKN supports unlimited devices, so changing devices alone doesn’t mean you need a different plan. Windows, macOS, iOS, Android, and Linux are supported, and links to the clients are available in the user panel. After installing a client on a new device, import your subscription using the steps for that platform. Keep an eye on your account’s data usage across all devices: unlimited devices doesn’t mean unlimited data. For household use, check your remaining data in the panel regularly and watch for ongoing usage from video streaming, background sync, and similar activities. Don’t share your account credentials publicly.

First, check the name of the configuration currently enabled in your client. Make sure it isn’t an old subscription or a configuration for another service. Next, update the subscription in the client and look for errors such as a failed download or parsing issue. An “import complete” message doesn’t necessarily mean later updates have succeeded. Then check the subscription status and remaining data in the user panel, and retrieve the subscription from the panel again if needed. If the routes still don’t look right, note your platform, the exact error message, and what you did before the issue, then send those details in a ticket. Before sharing a screenshot, hide your subscription URL and account credentials. Don’t submit a configuration file that contains the full link.

Temporarily disconnect the client and check whether your local network can access everyday websites. Hotel and public Wi-Fi may require you to sign in to the network first. Once reconnected, check that you’ve selected the right subscription and route, and that the system proxy or VPN permission is active. Then try another route and another website. Change one setting at a time so you can tell whether the issue is with your network, route, or the website. If no websites work, check whether another proxy tool is running and whether your device’s date and time are correct. Don’t change several network settings at once before noting the original setup, or it may be harder to identify the cause.

If your browser works, that only confirms that the browser’s current request path is available; it doesn’t mean every app uses the same route. Some apps don’t follow the system proxy, some connections may be routed directly by the client’s rules, and an app’s own network settings may also affect the result. Check the client’s current mode, rule-matching logs, and the app’s proxy settings. If the client offers a mode that routes all system traffic, read the permission prompts before enabling it. After changing settings, fully close and reopen the app, then repeat the same test. Changing routes alone won’t resolve restrictions based on an app’s account region or eligibility requirements.

First check whether your system still shows an active VPN connection, then return to the client to see if it has disconnected. On Android, check the client’s battery, background activity, and auto-start settings; names vary by device. Only adjust settings for the client you use. On iOS, check that the system VPN configuration is allowed to connect, and see whether another network tool has switched the active configuration. If the issue happens only when the screen locks, you switch Wi-Fi networks, or you leave a particular network, note those conditions. Being able to connect again in the foreground doesn’t mean background settings are fixed. Test again in the same conditions where the problem occurred.

Submit the issue through the ticket link in the user panel. Include your device platform, client name, selected route, connection mode, and what you did before and after the issue occurred. Copy the exact error message if possible, and say whether all websites are affected or only a particular app or site. Note whether switching routes or local networks changed the result. This helps avoid repeated questions about your setup. Share only the relevant parts of screenshots and logs. Before sending them, check for usernames, subscription links, or other sensitive information and hide it as needed. Never include your account password or publicly share a full configuration to reproduce the issue.

Check the route and your local network before blaming your plan. Pause large downloads or background sync, compare different routes using the same website and similar actions, and check whether your Wi-Fi signal or local network is congested. If only one route is slow, try another. If all routes are slow, testing another local network may tell you more. More data on your plan won’t resolve congestion along your current path. When reporting the issue, include roughly when it happened, which service you were using, and how things changed after switching routes. That’s more useful than simply saying it’s slow, and you don’t need to share browsing history containing private information.

These names describe different connection paths. A route’s label alone can’t tell you whether it will be faster on your current network. IEPL uses a dedicated link, relay routes pass through an intermediate node, and direct routes depend more directly on connectivity between your local network and the destination region. Start by choosing a region that works for your target service, then compare the routes currently available in your client. Keep a route that works well for everyday use. If something goes wrong, trying a different path is more informative than repeatedly reconnecting to the same one. Available routes depend on the current subscription shown in the panel and client; route types aren’t guarantees of a fixed speed.

Latency measures the round-trip wait for a request. It doesn’t measure sustained transfer speed or represent the entire browsing experience. Video can also be affected by the platform’s content delivery, playback quality, local Wi-Fi, and data use by other devices on the same account. Download speeds may be limited by the source site. First check whether the issue affects only one service, then compare routes using the same content. Avoid changing both playback quality and route at once, or you won’t have a useful comparison. Speed tests use data too, so there’s no need to run them continuously. Choose a route based on real-world playback, page response, and transfer stability, not just the lowest latency shown in the list.

VPNKN covers 100+ countries / 230+ routes, but that doesn’t mean every route works with every service. AI tools and streaming platforms may check your exit region, account region, payment details, or their own service policies, and their rules can change. If you see a region-related message, check the service’s official supported regions, choose an appropriate exit region, and make sure the app isn’t still using an old connection. You can try another route, but repeatedly switching regions isn’t a good long-term solution. The routes page can help you compare options; actual access depends on your current connection and the service’s own checks. Access from every region isn’t guaranteed.

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 was activated. Choose based on how you use video, transfer files, and browse day to day; the number of devices alone doesn’t determine how much data you need. If you use several devices, check your account’s total usage to see whether you have enough data left. Check the reset date in the user panel rather than assuming it falls at the start of the calendar month. If you’re nearing a reset, confirm your current plan status first. If you need to upgrade partway through a plan, the price difference is prorated for the remaining days. Review the order details shown in the panel before proceeding.

Data add-ons are ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They don’t expire and remain available until used. Monthly plan data resets each month on the activation date. If you use the service regularly, compare monthly plans based on your ongoing usage. If you only use it occasionally or while traveling, consider a data add-on. The main difference is how you use the data over time, not just the one-time payment. Read the plan details in the panel before choosing. If you already have a subscription, check the order details carefully. Don’t assume different plans combine, stack, or deduct data in a particular order. If the terms aren’t clear, confirm through a support ticket.

We accept Alipay / WeChat Pay / USDT. Start the payment process from the plans and orders section of the user panel. Check the plan, amount, and account, then follow the instructions on screen. If your subscription doesn’t appear after payment, first check the order status in the panel and make sure you’re signed in to the correct account. Don’t pay again just because the page hasn’t updated yet. If the payment record and order status don’t match, submit a ticket with the relevant order details, payment result, and what happened. Hide unrelated personal information in screenshots of payment records. Don’t post payment details in public forums or use payment information from another person or order.

VPNKN offers a 60-day money-back guarantee. To request a refund, sign in to the user panel and explain your request in a support ticket, including relevant order details to help us verify it. See the Terms of Service for the applicable conditions and instructions. If you’re also having connection issues, you can mention them in the ticket, but troubleshooting and requesting a refund are separate matters. Make clear what you’d like us to help with. Check for replies in the original ticket and, if you need to add information, continue in the same ticket so the conversation stays together. Don’t include your account password or full subscription link, and don’t assume a specific processing time or outcome.