Help Center

No. Creating an account only requires a username and password — no email address — and you can sign in to the dashboard as soon as you are done. That means there is no verification email step, and you will not get stuck at the first step because a message never arrived.

One thing to keep in mind: since there is no email address as a recovery credential, choose a unique password and store it safely rather than reusing one from another site. Treat your subscription link like your account password and do not forward it to anyone. If you genuinely cannot sign in, open a ticket from the contact page and the support channel will verify the details and follow up.

There is no device limit. The same account works on Windows, macOS, iOS, Android and Linux at the same time — no separate plan for each device and no add-on device slots. What you actually experience depends mainly on your local bandwidth and the route you connect to, not on how many devices you have.

One caveat: unlimited devices means you can install and use it on your own devices freely; sharing the account or subscription link with other people is not allowed, and you can reset the subscription from the dashboard at any time.

No. Plans and subscriptions are tied to your account, not to a device. Install the client for your platform on the new device, sign in to the dashboard with the same account, copy the subscription URL into the client and refresh the route list once — then you are set.

There is nothing to unbind on the old device, even if you stop using it; uninstalling the client removes the local configuration. If the old device was shared with others, reset the subscription in the dashboard first, then import it on the new device.

The subscription URL stays the same and normally never needs to be replaced. Routes are added and adjusted on the server side, so one tap on the Update subscription button in the client pulls the latest route list.

If the client shows noticeably fewer routes or reports the subscription as invalid, first check that you copied the full URL (no missing characters, no stray spaces) and then update manually once. If you suspect someone else has obtained your subscription URL, reset it in the dashboard — the old URL stops working immediately — and import the new one on your devices.

Work through four things in order. First, switch to another route — prefer an IEPL dedicated route and avoid regions that are congested right now. Second, switch protocols and try again. Third, check that your system clock is accurate; a large time offset makes the encrypted handshake fail. Fourth, quit the client completely and reopen it.

If you can only not connect on one particular network (a corporate or campus network, for example), compare with a different network. If none of that helps, open a ticket through the contact page with your OS version, client version and the full error text so it can be traced.

Some apps use their own protocols or built-in network checks and do not necessarily route through the system proxy; another group only trusts the system network and ignores proxy settings.

What to try: switch that app to rule mode or global mode in the client; make sure the client's rule list is up to date; browser-based apps usually work as-is. If an app cannot even sign in while acceleration is on, turn acceleration off, sign in, then turn it back on to use the content. For help with a specific app, open a ticket through the contact page with the app name and your system.

On the same public Wi-Fi network, unencrypted traffic can be observed by others. Turn acceleration on first, then sign in to accounts or handle payments — do not type passwords directly on a public network.

Two more points: do not sign in to the dashboard on a shared computer, and log out when you are done; a subscription link is as sensitive as a password, so do not paste it into third-party sites or chat groups for a speed test. If you think the subscription URL has leaked, just reset it in the dashboard.

Three common causes: an incomplete subscription URL (a trailing parameter was cut off), an outdated client that cannot read the current subscription format, and no manual refresh after importing.

Check them in turn: copy the URL again from the dashboard in full (use the dashboard's copy button rather than typing it by hand); update the client to the latest version; run Update subscription manually in the client once. If the client says the format is not supported, import it with a client recommended on the dashboard instead. If it is still empty, open a ticket through the contact page with the client name and version number.

Peak-hour slowdowns come mainly from congestion at the international gateway, not from your account. Three things you can do: prefer IEPL dedicated routes, which run on separate channels and are less affected by fluctuations on shared gateways; avoid large downloads or system updates while watching 4K, since bandwidth on a single route is shared; and switch to a route in a nearby region — for Japanese content, prefer a Japan route.

If two or three routes still lag, note the time window and route name and open a ticket through the contact page so it can be checked against temporary issues on that route.

The three are a trade-off between cost and stability. IEPL dedicated routes run on separate channels and hold up best at peak hours — good for 4K streaming and live sports, where jitter matters. Relay routes connect through a relay node and offer strong value; they are enough for everyday browsing and 1080p playback. Direct routes cost the least and are the most exposed to fluctuations at the international gateway, so they work well as a backup.

In practice: dedicated routes for streaming and live video, relay for everyday work and browsing, direct as a supplement. Route types are labelled and can be browsed by region on the locations page.

Monthly subscription data resets each month on the day you started. Once the current month's allowance is used up, you can buy a data pack or upgrade to a higher monthly tier. Data packs are used until they run out and never expire, which suits users with uneven usage; upgrading a monthly subscription mid-cycle is charged pro rata for the remaining days, with no need to wait for the next period.

The three monthly tiers are ¥9.9 with 60GB, ¥18 with 250GB and ¥28 with 500GB; data pack sizes and prices are on the packages page. Estimate your real monthly usage before choosing — 1080p binge-watching and 4K viewing are very different.

Speed test results are shaped by three things: your local broadband, Wi-Fi quality and the location of the test server, so a single result does not tell you whether a route is good or bad. Suggestions: test over Ethernet or 5GHz Wi-Fi and avoid times when other devices are saturating the connection; pick a test server in the same region as the content you want; test the same route at different times and compare.

The service covers 100+ countries / 250+ routes, and peak performance naturally differs by region. If one route is clearly abnormal at the same time of day for several days running, open a ticket through the contact page with the time window and route name.

The service offers a 7-day no-questions-asked refund. To request one: open a ticket in the dashboard with your order number and the reason for the refund, or explain the situation through the contact page and the support channel will follow up.

To make verification easier, provide the account and payment method used for the order (Alipay, WeChat or USDT); nothing else is needed. Once approved, the refund goes back through the original payment channel. Before applying, it is worth checking whether the problem can be solved by switching routes — many connection failures come from the local network or an outdated client.

Alipay, WeChat and USDT are supported. Orders are placed in the dashboard, and once payment succeeds you can see the order status and expiry date there.

USDT is an on-chain payment, so confirmation has to wait for block confirmations and takes a little longer than the other two; if an order has not updated for a long time after payment, open a ticket through the contact page with the order number so it can be checked.

No. Data packs are used until they run out and never expire — there is no monthly reset — which suits users with irregular usage. Monthly subscription data, by contrast, resets each month on the day you started, and unused allowance does not roll over to the next month. That is the difference between the two billing models.

Pick according to your own rhythm: a monthly subscription if your usage is steady, a data pack if your viewing or downloading is concentrated in a few months.

When you upgrade a monthly subscription mid-cycle, the price difference is charged pro rata for the remaining days — no need to wait for the next billing period and no need to buy a second plan. After the upgrade, usage counts against the new plan's monthly data allowance, and data you have already used is not lost.

As an illustration: upgrading from the 60GB tier to the 250GB tier halfway through a cycle means paying the difference between the two tiers multiplied by the proportion of days remaining; the exact amount is shown on the order page. If you are not sure which tier to move to, estimate from this month's actual usage first, then decide whether a data pack is enough.