Subscription & Connection Help Center

No email address is required. Create an account with a username and password. Keep both somewhere safe rather than relying only on your browser’s autofill. Use the same credentials to sign in to the user panel. If you can’t log in, check your keyboard input, letter case and any extra spaces pasted with your details. Your account credentials and subscription link are separate: the link won’t sign you in to the panel and should never be shared publicly. Before setting up another device, make sure you can sign in to your existing account, then retrieve your subscription and import the configuration.

Sign in to the user panel and open your account overview to view subscription details. Use the options shown there to get your subscription link or import it into a client. If you already have a configuration, open your client’s subscription or configuration manager, select the VPNEP subscription and update it. Once updated, check the route list and choose an exit route. Updating a subscription refreshes its configuration; updating a client replaces the app. If the link in the panel differs from the one saved locally, use the current panel link and check whether the old configuration is still selected.

VPNEP supports Windows, macOS, iOS, Android and Linux, with no device limit for simultaneous connections. Switching devices does not require another plan. Sign in to your existing account on the new device, check your subscription status, then get the client and subscription through the user panel. Import options and system permission prompts vary by platform, so use the setup method intended for your current platform rather than copying another platform’s local configuration file. Adding a device does not add more data; check your account’s usage details and don’t assume each device has a separate allowance.

Treat your subscription link like an account credential. Don’t post it in public chats, forums or shared documents. To troubleshoot, support usually needs only the client name, operating system, error message and steps that led to the issue. When sharing a screenshot, hide the full subscription URL, account password and sensitive payment details. If you think your link has been exposed, sign in to the user panel and check whether subscription management offers a reset or update option. If it does, use it and then update the configuration on each device. If you’re unsure what to do, describe the situation in a panel ticket without pasting the full link.

First, sign in to the user panel to confirm your account is accessible, then check your subscription status and data usage before retrieving the current subscription link again. When pasting it, check for spaces, line breaks or missing content. Make sure you’re using the subscription import option, not the option for adding a single route manually. Next, confirm that your client supports the configuration format provided by the panel, and save the exact error message. If only the update failed and the existing configuration still connects, keep it for now rather than deleting it. When submitting a ticket, say whether the failure occurred while retrieving the link, importing it or updating it. This helps distinguish account issues from local configuration problems.

A connected status usually means the client has started the connection configuration, not that every app request is using the selected route. First make sure your device’s own network can reach familiar websites. Then check the selected subscription, exit route and proxy mode in the client. Try different websites for comparison. If only one site fails, check that service’s regional policies or app restrictions first. If several sites fail, try another exit route and check your system proxy, tunnel permissions and DNS settings. Avoid running multiple network-routing tools at once. Change one setting at a time and note what happens before trying the next step.

Apps can use different network paths. A browser may follow the system proxy, while some apps, command-line tools or background processes use their own settings or are set to connect directly by client rules. Check the current mode and rules in your client, then see whether the app has its own proxy settings. A working browser doesn’t mean every app is connected. If you’re using tunnel mode, follow the client’s prompts to grant system permissions and make sure the app isn’t excluded. Restart the app after changing settings so it doesn’t keep using an existing connection. If it still fails, note the app name and error message and submit a ticket.

An existing connection may stop working when your device wakes or switches networks, even if the client still shows its previous status. Wait for the device’s network connection to recover, then disconnect and reconnect the selected exit route in the client. If that doesn’t work, check that the system proxy or tunnel permissions are still active, then restart the client. Once the connection is back, reopen the app so it doesn’t keep using a stale connection. If the issue occurs repeatedly on the same network, note the network types before and after the switch, your operating system and any client messages. You don’t need to share your network password; just describe the circumstances in a ticket.

First check whether all network traffic is slow or only traffic going through your current exit route. Pause downloads, cloud sync and other bandwidth-heavy tasks, then compare different exit routes using the same app under similar conditions. A nearby region can be a useful starting point, but distance alone doesn’t determine performance. Also check whether the connection stays stable, requests are interrupted and the target service supports that region. Avoid switching routes repeatedly while streaming output or watching a video. If a route keeps having problems, note its region, route type and when the issue occurred, then include those details in a support ticket.

These terms describe how a route connects; they aren’t a speed ranking that applies to every network. The performance of IEPL, relay and direct routes depends on your local network, the region you’re connecting from and the target service. First check which regions the service supports, then compare the exit routes currently available in your client. Browsing, video playback and long-lived developer tool connections can behave differently on the same route. Judge a route by whether it reliably handles your task, not just by its name. For route types and coverage details, see the nodes page. The current route list in your client after a subscription update is the source of truth for available configurations.

VPNEP covers 100+ countries with 230+ routes. Coverage does not mean a target service allows access from every region. AI tools and streaming services may also consider your account region, their own policies and the exit route’s environment. Check the service’s regional requirements before use, choose a suitable exit route, then sign in and test the features you need. Successful sign-in, video playback and API calls are separate functions and should be checked individually. If a service says your region isn’t supported, review its policies and your account requirements first. Changing routes doesn’t guarantee access, and repeatedly switching regions in the same session may not help.

VPNEP’s no-logs policy describes the service’s privacy practices. See the privacy policy for details. It doesn’t mean that websites, apps or your own device won’t keep records, and it doesn’t replace good account security. When you use an external service, it may process requests based on your account, browser information and its own policies. Protect your account credentials, don’t share subscription links publicly, and review app permissions on your devices. When troubleshooting, share only the error information needed and never send full credentials. If you have questions about data handling, contact support through a user panel ticket and review the privacy policy.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data packages: ¥158 for 300GB · ¥358 for 1000GB · ¥658 for 3000GB. Monthly plans suit users who want to review and manage usage month by month; data resets each month on the activation date. Data packages don’t expire and can be used until they’re depleted, making them a fit for occasional use. Choose based on the data you actually use, not just the app names: video, file transfers and background sync all count. See the user panel for full plan details and the purchase option, or visit the plans page to compare.

Monthly plan data resets each month on the activation date, not at the start of the calendar month. To check your remaining data, review the activation details and subscription status in the panel rather than relying on the calendar. If you upgrade mid-cycle, the price difference is prorated by the remaining days. The order shown in the panel is definitive; check the selected plan and checkout details before confirming. Don’t assume an upgrade starts a new full billing cycle right away or that unused data converts at a particular rate. If the order details are unclear, save the current order information and confirm it through a support ticket before proceeding.

VPNEP accepts Alipay, WeChat Pay and USDT. Before paying, check the plan, amount and order status in the panel, then follow the payment steps on the order page. If your subscription details don’t update after payment, check the order status in the panel and refresh your account overview. Make sure you’re signed in to the account used to place the order. Don’t create and pay for another order just because the page hasn’t changed yet. When submitting a ticket, include the panel order ID, payment method and a description of the issue. If you need to share a payment screenshot, hide any sensitive details unrelated to the order check. Compare the payment provider’s result with the order status in the panel.

VPNEP offers a 30-day money-back guarantee. To request a refund, sign in to the user panel, open the support ticket option, state that you’re requesting a refund and include the relevant order details so the payment and account records can be checked. Review the refund policy and terms of service for the full conditions before submitting. This page doesn’t promise a processing or arrival time. If you’re also having connection issues, include your operating system and error message, but don’t send your password or full subscription link. Check for replies and provide any necessary details in the original ticket. Avoid submitting the same order in multiple tickets, which can split the conversation across threads.