Frequently Asked Questions

No email address is needed to create an account—just a username and password. Sign in to the user panel and follow the on-screen instructions to enter and save your login details. A password manager is recommended; avoid reusing passwords from other sites. Once your account is set up, confirm that you can sign in before choosing a plan. Since account creation does not require an email address, do not assume email-based password recovery is available; check the panel for recovery options and supported actions. If you cannot sign in, check your username spelling, input method and any extra spaces. Avoid repeatedly trying different passwords. Keep sessions active on devices where you are already signed in while checking your account details. Never include your password or full subscription link when reporting an issue.

VPNXW allows unlimited devices to be connected at the same time, so you do not need to choose a different plan when switching devices. Windows, macOS, iOS, Android and Linux are supported. Sign in to the same account on your new device, get the relevant client and subscription from the user panel, then import them using the guide for your platform. Device access and plan data allowances are separate: unlimited devices does not mean unlimited data, and each device uses data available to your account. When you are not using an old device, disconnect it or remove its local configuration to prevent background apps from transferring data. Do not share your subscription link publicly. If an old device is lost, check whether the panel offers a subscription reset option and update the configuration on devices you still use.

First, distinguish refreshing subscription data from replacing the subscription link. If the route list is out of date, find subscription or configuration management in your client, update the current subscription and check the result. After a successful update, confirm that you are using the updated configuration. If the panel provides a new subscription link, replace the old address saved in your client rather than simply refreshing the old configuration. Note your split-tunneling settings first so they are not overwritten by defaults when you import the subscription again. After updating the link, choose a route and test the target app. If the update fails, check your network connection, plan status and whether the copied link is complete. A subscription link grants access to your account; hide the full address in screenshots, logs and support tickets.

Find the client in the Downloads section of the user panel. You must also sign in to get your subscription. First, make sure you are signed in to the account used to purchase the plan. Check your plan status and available data, then choose the client for your operating system in Downloads. Download access and instructions are determined by what the panel displays; platform information on a marketing page is not a download link. Once installed, import the subscription from the panel into the client, check that the route list appears, then connect. Installing the client without importing a valid configuration is usually not enough to connect to a route. If the plan status does not match your order, keep the order details and contact support through a panel ticket. Do not place another order to try to fix a display issue.

A connected status usually means the client completed the connection process; it does not mean every app is using the selected route. First, make sure the current configuration is enabled and check that the system proxy or the client’s network-tunnel mode is active. The setting may have a different name on each platform, so check the interface you are using. Close and reopen the browser, then test an ordinary webpage and the target site separately. If neither loads, check your local network and configuration first. If only the target site fails, check the route region, split-tunneling rules and any message from the site. Change one setting at a time and keep track of the results; changing routes, DNS and reinstalling the client all at once makes the cause harder to identify. You can also follow the connection verification guide to check your exit IP and app access.

Some apps ignore the system proxy, or use their own connection settings and routing rules to determine how they connect. So a working browser does not mean the app is using the selected route. Check the client’s connection logs or rule matches to see whether the target domain is set to connect directly, and whether the app is still using a session opened before the connection was established. Close and reopen the app, then try the same action again. If the client offers a network-tunnel mode for your platform, check its required permissions using the relevant guide; do not turn off all system security settings. Work apps may also be subject to your organization’s network policies, which you should follow. When troubleshooting, note the app name, platform, connection mode and error message, then submit them in a support ticket. This is more useful than simply saying the app does not work.

DNS resolution and your network exit are separate parts of the connection. A site’s reported location may also be affected by account settings, cached data or its geolocation database. First, confirm that the client is using the expected configuration and check whether split-tunneling rules send the target domain through a direct connection. Then check whether your browser has its own encrypted DNS setting enabled. Avoid combining multiple proxy tools or conflicting DNS configurations. Compare exit information with the client disconnected and connected, then check how the target app actually works. If only one site shows an old location, end the existing session and revisit it rather than treating its location label as definitive. If you need to change DNS settings, follow the guide for your platform, make one change at a time and note the original settings so you can restore them if needed.

Check your local network, client configuration and target app separately. Note whether the disconnections happen after switching networks, putting your device to sleep or leaving the client in the background. Then confirm that your subscription is up to date and your plan is active. If the issue only occurs on one route, try another route for the same purpose and note whether the problem persists. In your ticket, include your operating system, client, route name, time of the issue, error message and steps you have already tried. Screenshots should show the message but hide account credentials, the full subscription link and sensitive payment details. Do not post unreviewed logs publicly. Submit the ticket through the user panel and keep follow-up information in the same ticket so the issue and troubleshooting results stay together.

VPNXW offers routes in 100+ countries and 160+ routes. The user panel and your updated subscription show which routes are currently available. First, check which regions the service you want to use supports, then compare the route types available for those regions. IEPL, relay and direct describe different routing arrangements; the name alone cannot predict your experience. A relay may change the cross-border path, while a direct route depends more on routing between your local network and the destination. A dedicated route name does not guarantee a fixed speed in every situation. Compare routes using the same local network and app at similar times, checking page loads, continuous playback or whether requests complete. Once you find a suitable route, keep using it consistently and switch only to address a specific problem rather than cycling through regions.

First, identify where the slowdown occurs. Stop background downloads, cloud syncing and updates that use your network, then check whether ordinary webpages load normally on your local connection. Switching to an international route may not help if your local connection is already unstable. Next, compare your current route with other available routes in the same app, prioritizing regions supported by the service you want to use. If a page loads but continuous playback or streaming output stalls, focus on the stability of the ongoing connection, not just the initial load. Speed-test results do not guarantee how an app will perform, and route type is no substitute for testing in your actual use case. If several routes have the same issue around the same time, note the routes, app, time and error message, then submit a ticket. Reinstalling the client repeatedly can interrupt troubleshooting.

Opening the homepage, signing in and playing a video are separate steps. Streaming platforms consider factors such as exit region, account region, content rights and their own policies when deciding what you can watch. A working route does not mean every title will be available. Read the player’s message, check that the content is available in the region associated with your account, and confirm that the app is actually using the selected route. After connecting, end the previous playback session and reopen the title to test again. If you see a proxy-related message, you can try other available routes as long as you follow the platform’s rules. Video quality also depends on local bandwidth, your device and your streaming plan; it cannot be attributed to VPNXW alone. Availability depends on playback results at the time. See the streaming guide for more troubleshooting tips.

Web browsers, command-line tools and IDE plugins may use different network settings or require different account permissions. First, identify whether the failure occurs during DNS resolution, connection, authentication or request processing. Then check whether the command-line tool or plugin reads your proxy settings; a webpage working in your browser does not mean these programs use the same network exit. Check the service’s regional requirements, your account permissions and the type of error returned. Changing routes will not fix authentication or usage-limit issues. If streaming output is interrupted, check connection stability and changes to your local network; avoid switching regions before a request finishes. You can share a redacted error message when reporting an issue, but never send an API key. For more on configuring web apps, APIs and developer tools, see the AI Tools guide.

Monthly plans: ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Payment options include Alipay, WeChat Pay and USDT. Choose a plan based on how much data you actually need, then check the pricing page for full details. Unlimited devices and monthly data allowances are separate; connecting multiple devices does not mean unlimited data. Before paying, confirm your account, plan name and order total. After payment, check the order and plan status in the panel. If the payment has not appeared yet, do not pay again just because the page is still waiting. Keep your transaction record and check the order first. Follow the checkout page instructions for each payment method. Marketing pages do not provide additional payment addresses or unlisted discounts.

Data packages: ¥158 for 300GB, ¥358 for 1000GB and ¥658 for 3000GB. They remain valid until used and never expire. Monthly plans provide a set data allowance each month, while data packages may suit users who prefer to use data over time. Consider how regularly you use the service and whether you often stream video or transfer files; do not compare plans by total price alone. Never expiring describes the validity of the data package. It does not mean you can keep using it after the data runs out, or that it includes extra monthly data. If your account has more than one type of plan, check the panel for how usage is prioritized, whether plans can be combined and what happens when you switch. Do not infer these details from the price list. Review the plan details before paying, and contact support through a ticket if you have questions.

Monthly plan data resets each month on the date your plan began; do not assume it resets at the start of each calendar month. Check your current plan and reset information in the user panel rather than relying on memory. If you upgrade partway through a billing period, the price difference is prorated for the remaining days. Check the panel for the exact result. Do not assume an upgrade starts a new full billing period or that your old data will carry over in a particular way. Before making a change, confirm your current plan, the plan you want and the result shown on the page. If your usage has changed significantly, review the monthly plan and data package details on the pricing page. If your data allowance or plan duration differs from what you expected, keep records of the pages before and after the change, along with your order details, and ask support to check through a ticket.

VPNXW offers a 30-day no-questions-asked refund. Before requesting one, review the refund terms, sign in to the account used for the order and submit a request through the support ticket section of the user panel. Include the order, payment date and payment method so the team can locate the transaction. Do not include your password, full subscription link or other credentials unrelated to the refund. You do not need to cite a connection problem as a reason for a no-questions-asked refund. If you also want to report a service issue, describe it separately. Refund eligibility and processing details are governed by the terms and the support team’s response; this FAQ does not promise a specific payment arrival time. Keep your order and support replies, and add any follow-up information to the original ticket to avoid duplicate requests and confusion.