Help Center: FAQ & Troubleshooting Steps

No. A username and password are all you need — no verification email to wait for and no extra verification steps. You create your account from the user panel; once signed in, the Account Overview shows your current plan, data usage and expiry date.

Keep your username and password somewhere safe — you'll need them to get your subscription URL and to open tickets. The panel never shows your full password, so if you forget it you'll have to go through the reset flow.

Sign in to the user panel, copy the subscription URL from the Download Client section, and paste it into your client to import. The subscription URL is tied to your account, so treat it like a password: share it publicly and other people will use up your data allowance.

The URL stored in your client looks like https://example.com/sub?token=YOUR_TOKEN. Always use the address shown in the panel, and never use a URL forwarded by a third party.

Most clients pull the subscription automatically at startup, and you can also tap Update Subscription manually. When new regions are added to the route list, or you've regenerated your subscription URL in the panel, one manual update is enough — no need to uninstall and reinstall.

If the update throws an error, first check that you copied the full URL (the token part at the end is the easiest to miss), then confirm your current network can open the panel. If both check out and it still errors, save a screenshot of the exact error message and attach it when you open a ticket.

No. There's no limit on simultaneous devices, and one account works across Windows, macOS, iOS, Android and Linux at no extra cost. Moving to a new device takes three steps: install a client, sign in to the panel and copy your subscription, then import it.

When you stop using an old device, sign out in the client and delete the subscription so the URL doesn't linger on a device you no longer control. There's no cap on device count, but the data allowance is shared across the whole account.

On the panel login page, click Forgot Password and follow the prompts to reset it. Then sign in with the new password and copy your subscription URL again to import into your client.

If the reset flow doesn't work, open a ticket with your username and most recent order number. Never paste your password into a ticket, and support will never ask you for it.

First confirm your traffic is actually going through the route: open the My IP page and check whether the exit IP and its location have changed to the route's region.

If the IP hasn't changed, traffic isn't going through the proxy — check whether the client's routing mode (Global / Rule) is excluding your browser. If the IP has changed but pages still won't load, try another route, flush the system DNS cache, then restart the client.

If all three steps fail, open a ticket with your client name and version, the route name and the exact error message.

Per-app proxying is controlled by the client's routing rules. The usual causes are that the app uses its own network stack, or that the client is excluding it from the proxy.

Work through it in this order: check whether the client is in Global or Rule mode; in Rule mode, check whether the app is on the direct-connection list; some Android clients require you to add the target app to the proxy list manually. After changing rules, force-close the app and reopen it — just switching to the background won't apply the change.

Mobile power-saving policies freeze network processes in the background. Add the client to the system's battery-optimisation allowlist and let it run in the background; on iOS, also lift the Low Power Mode restriction for that client.

Some devices drop long-lived connections after the screen locks — keeping the client as a persistent notification helps. After changing these settings, lock the screen for ten minutes and come back to confirm the connection is still up before deciding whether you need a different route.

Narrow it down in three steps. One: switch networks — test on another Wi-Fi network or a hotspot to rule out local network blocking. Two: switch clients — import the subscription into a different client on the same device to rule out the client itself. Three: switch devices — sign in to the same account on another device.

If any one of the three works, you've found the scope of the problem. If none work, open a ticket with your device model, OS version, client name and version, and the routes you tried.

First work out whether it's a DNS problem or a route problem: switch to another route in the client. If resolution recovers, the original route's DNS service was at fault. If it still fails, flush the system DNS cache, set the client's DNS to use whatever the route provides, and clear the browser's own DNS cache as well.

If only a few sites fail to resolve, check the My IP page to confirm the exit IP has changed, then consider whether the problem is on the site's side.

Peak hours are when cross-border links are busiest, and public internet paths suffer most — you'll see latency spikes and packet loss rather than a lack of bandwidth.

What to do: switch to an IEPL dedicated route first, since these use a private channel and don't compete with other traffic; next, avoid the most popular regions and pick another city in the same area; finally, set video quality to a fixed level instead of Auto to reduce bitrate swings.

If only a few websites are slow, check whether the site itself is throttling you — switching routes usually won't help.

Direct routes leave your local network straight away, so latency is low — good for browsing and everyday work. Relay routes connect to a relay point first, which makes the path steadier and suits peak hours. IEPL dedicated routes use a private channel and are the most stable of the three, which makes them the pick for video calls, remote desktop and 4K playback.

The rule of thumb: use direct when you can, move to relay if direct is unstable, and go dedicated if relay still fluctuates. All three types are labelled in the client's route list, and their covered regions are listed on the nodes page.

Start by checking whether the route is the problem: try an IEPL dedicated route. If playback becomes smooth immediately, the original route's path or bandwidth was the issue. If it still stutters, drop the quality from 4K to 1080p and see whether that helps — if it does, bandwidth is the bottleneck.

Also make sure the client's speed limit is off and that no other device on the same account is running a large download. The player's own buffering strategy affects how it feels too, so try a different player for comparison.

Latency is the round-trip time for a packet from your device to the route's entry point. Lower is better, but figures aren't comparable between regions: Asian routes usually sit in the tens of milliseconds, while Europe and North America are naturally higher.

What really affects the experience is jitter and packet loss, not a single latency reading. Watch whether the number is steady — a figure that swings up and down is a better reason to switch routes than one that's consistently high. The latency in the client is a live reference value; it doesn't represent actual download speed.

How a cross-border route feels depends on the quality of the segment from your local connection to the route's entry point. Different cities and different ISPs take completely different paths to the same entry point, so the same regional node can behave differently on different networks.

Test routes from your own city and ISP rather than going by the region name alone. If a route performs poorly on your network over time, switching to another city node in the same region usually helps more than reconnecting over and over.

This service offers a 30-day no-questions-asked refund. To request one, open a ticket in the user panel with your username and order number — you don't need to give a reason.

Refunds go back through the original payment channel: Alipay and WeChat usually arrive within a few business days, while USDT depends on on-chain confirmation times. Once the refund is complete, the account returns to an unpaid state, the subscription URL stops working, and any data already used is no longer billed.

Monthly subscriptions reset your data each month, which suits steady usage: ¥9.9/month for 60GB, ¥18/month for 250GB and ¥28/month for 500GB, with mid-cycle upgrades prorated by the remaining days.

Data packs last until you use them up and never expire, which suits irregular or short bursts of heavy use: ¥158/300GB, ¥358/1000GB and ¥658/3000GB.

The test is simple: if your usage is steady and you're online most of the year, a monthly subscription costs less; if you only need it for two or three months a year, a data pack is better value.

When you upgrade a monthly subscription mid-cycle, the system prorates the difference by the remaining days, so you only pay the gap — no need to refund and repurchase. Upgrades are done in the Plans section of the user panel, and the new plan's data allowance takes effect immediately.

For example, upgrading from ¥9.9/month with 60GB to ¥18/month with 250GB is charged according to the days left in the current cycle, and the allowance switches as soon as payment goes through.

Monthly subscription data resets each month on your activation date. Once you've used the month's allowance, the routes pause — there are no extra charges and no automatic billing.

To keep going, upgrade to a higher tier in the panel or buy a data pack to top up. Data packs last until they're used up and never expire, so they don't reset when the month ends. You can check your usage any time in the panel's Account Overview.

Alipay, WeChat and USDT are supported — choose one when you order in the panel. The subscription activates as soon as payment completes, and you can copy the subscription URL from the Download Client section.

If payment succeeded but the panel hasn't updated, refresh the page first; if it still hasn't updated, open a ticket with a screenshot of your payment receipt rather than placing a second order.