VPNXQ / HELP DESK
Help Center
Find answers about accounts, connections, routes and billing. Check the panel status first, then troubleshoot one step at a time. If the issue persists, save the error message and submit a ticket.
No email address required · No device limit · 60-day no-questions-asked refund policy
Accounts & subscriptions
Do I need an email address to create an account? What if I forget my password?
No email address is required. Create an account with a username and password. After creating your account, save your login details in a password manager and keep your order information secure. Don’t use your subscription link as a login credential or share your password with anyone. If you forget your password, first check your saved credentials, then look for the recovery option and instructions on the login page. If you can’t recover access yourself, use an available support ticket option to explain the situation and follow the verification steps. Don’t create another account and pay again, as orders and subscriptions could end up split across accounts.
Where can I find my subscription link, and how do I update it in my client?
Sign in to the user panel and find your current subscription in the account overview. Copy the link or use the import option as directed. In most clients, you can refresh an imported subscription from the subscriptions or configurations list. Once the update is complete, check that the route list has refreshed and select the updated configuration. If the panel says the link has changed, copy the current link, replace the old one saved in your client, and refresh again. Menu names may vary by platform, so follow the labels in your current interface. Your subscription link contains account access credentials. Don’t include it in public screenshots, chat groups or documents.
Do I need to choose a new plan when I switch devices? Where can I get the client?
VPNXQ has no device limit, so switching devices alone doesn’t mean you need to choose a new plan. Windows / macOS / iOS / Android / Linux are supported. Go to the user panel to get the client for your platform and import your current account’s subscription. Clients are available after signing in on all platforms except iOS; the panel handles the iOS access requirements. Importing a subscription doesn’t mean the connection is ready: select a configuration, allow the system to establish a VPN connection, and check that the apps you need can connect. Device limits and plan data allowances are different things. No device limit doesn’t mean unlimited data.
My route list is empty after a subscription update. Should I import it again?
First check your plan status and remaining data in the panel, then review the subscription update message in your client. If the update fails, make sure your local network can reach the panel and that the copied link is complete, with no extra spaces or line breaks. Also check that you’re using an import method supported by your client; the login page address is not a subscription link. If the old configuration is still visible, note its name and any error message, then try importing again through the panel’s current option. If the list is still empty, submit a ticket with your platform, a screenshot of the client and the error text. Hide your subscription link and account credentials in screenshots.
For step-by-step help, see the Quick Start Guide. For the complete setup process and routine maintenance, read the Full Guide.
Connections & troubleshooting
The client says it’s connected, but webpages won’t load. What should I check first?
A connected status usually means the client has established a local connection; it doesn’t guarantee access to every service. Disconnect first and check that your current network can reach everyday websites. Then reconnect and make sure the system proxy or VPN permission is enabled and the right configuration is selected. Try different websites in your browser to see whether all access is failing or just one service. If nothing loads, switch routes and check the client’s error message. If only one service is affected, check your routing rules, account status and the service’s regional requirements. Avoid repeatedly reinstalling the client.
Why does my browser work, but a particular app doesn’t use the proxy?
Your browser and apps may use different network paths. First check that the client’s system proxy or VPN mode is enabled for your platform. Then check whether routing rules send the app or its domain directly. Some apps keep their existing connection open, so after changing routes or rules, fully quit and reopen the app. If the client offers a global mode, you can enable it temporarily to tell a rules issue from a route issue. Restore your previous settings once you’re done troubleshooting. Don’t run multiple proxy clients at the same time; they may compete for system proxy, routing or DNS settings, making the issue harder to diagnose.
How do I reconnect after my device sleeps or switches networks?
Waking from sleep, switching Wi-Fi networks or system power management can interrupt an existing connection. First make sure your device is on a working network, then disconnect and reconnect in the client. Don’t rely on a status message left over from before sleep. On Android, check background activity and battery optimization settings. On other platforms, check that the system still allows the client to establish a VPN connection. Follow system prompts when changing permissions, and don’t disable unrelated security settings. If the connection drops after the same action each time, note the steps, platform and client message, then submit them in a support ticket to help reproduce the issue.
What information should I include in a connection troubleshooting ticket?
Include your platform, client name, selected route, when the issue occurred, and whether it failed during import, connection or app access. List what you’ve already tried, such as switching networks, refreshing the subscription or changing routes, and include any relevant error messages. Screenshots should show enough of the interface to provide context, but hide passwords, subscription links, access credentials and sensitive payment information. If only one app is affected, include its name and describe what happens. There’s no need to share chat content or your full browsing history. Continue adding details about the same issue through the user panel’s ticket system so the support history stays together.
Have you saved the error message and troubleshooting details? Submit a ticket or see our Contact Information.
Speed & routes
My connection slows down during peak hours. How should I choose a route?
First determine whether your local network is slow or the cross-border route is congested. Pause background downloads, check everyday browsing on the same network, then compare the current route with others. Keep the region required by your target service and try different routes within it. If the service has no regional requirements, compare other regions too. Use the same app and content for each test, and avoid changing the route, network and client mode all at once; otherwise, it’s harder to identify the cause. IEPL, relay and direct routes are useful points of comparison, but the route name alone doesn’t predict performance. During peak hours, judge the connection on your current network.
What’s the difference between IEPL, relay and direct routes?
These terms describe how a route carries traffic. IEPL refers to a dedicated cross-border link; a relay route forwards traffic through an intermediate access node; a direct route connects from the local network to the relevant entry point. Performance also depends on the local carrier, access region and target service, so routes of the same type can feel different. Choose based on the target region and what you need to do, then compare connection stability, webpage response and continuity for calls or video. A route type isn’t a fixed speed guarantee, and a route’s location doesn’t necessarily determine the account region a platform recognizes.
How many regions are covered, and why can a nearby route still be slow?
VPNXQ covers 110+ countries / 180+ routes. Check the route list in the panel for currently available options. Geography is only one factor: local carrier routing, congestion, the target service’s location and its own load can all affect performance. A nearby exit doesn’t always provide a better cross-border path, and a farther one may not suit your needs. For everyday browsing, start by comparing nearby regions. For meetings and collaboration, focus on connection stability. If a service requires a specific region, meet that requirement first, then compare routes within it.
Will switching routes fix access to AI tools or streaming services?
Switching routes can help troubleshoot network paths, but it can’t replace a platform’s account eligibility, regional availability or content rights. First confirm that regular websites load, then check the target platform’s account status and official guidance. If only that service is affected, try another route that meets its requirements, then fully quit and reopen the app. Browser cache and login sessions may retain old regional information; follow the platform’s instructions to address that. A route that worked once isn’t a promise of ongoing access. Avoid switching regions repeatedly in a short period, as it can make account and network issues harder to distinguish.
See Global Routes for regions and route types. For specific use cases, see our AI Guide and Streaming Access Guide.
Billing & refunds
How much do monthly plans and data packages cost, and which should I choose?
Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data packages: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. Data lasts until it’s used and never expires. If you use VPNXQ regularly and your usage is fairly consistent, check your data history in the panel when choosing a monthly plan. For occasional use, compare the data package options. Streaming, file syncing and background updates all use data, so choose based on what you actually do, not just the number of devices. Check the plans page and checkout for the terms of each billing option. Don’t assume plans can be combined or credits applied unless the panel says so.
When does monthly data reset, and what happens if I upgrade mid-cycle?
Monthly plan data resets each month on the activation date. If you upgrade mid-cycle, the price difference is converted into the remaining days. Check your current plan, data history and expiry status in the panel; don’t assume your data resets at the start of the calendar month. Before upgrading, review the adjustment shown in the panel and confirm it before continuing. Don’t assume the price difference means extra data is added. Data packages work differently: data lasts until it’s used and never expires. If the panel doesn’t show what you expected, save screenshots of the relevant order and status, then check with support through a ticket. Avoid placing another order, which can complicate your account history.
What payment methods are supported? What if my plan doesn’t update after payment?
Alipay / WeChat Pay / USDT are supported. Before paying, check the order, plan and amount in the user panel, then follow the current payment page. Don’t use a payment page forwarded by someone else. If your plan doesn’t update after payment, check the order status in your order list, refresh the account overview and make sure you’re viewing the same account. Keep your order number and payment receipt, then submit the order status and issue details in a support ticket. Hide any sensitive information on the receipt. Don’t pay again just because the page hasn’t updated yet, and don’t post payment receipts in public forums, where financial and account details could be exposed.
How long is the refund period, and how do I request a refund?
VPNXQ offers a 60-day no-questions-asked refund policy. To request a refund, sign in to the account used for the order and submit a request through the user panel’s ticket system. Include the order number and say that you’re requesting a refund so it can be handled separately from a connection support request. Before submitting, review the full refund terms in the Terms of Service. Follow any ticket instructions if more order information is needed. Keep a record of the request and add any updates to the same ticket. Don’t share your password or subscription link publicly. Check the ticket for refund progress and payment status; don’t infer them from a page refresh or connection status.
Check prices and data allowances on the Plans page. See the Terms of Service for the full refund policy and the Privacy Policy for information about account data.