VPNVan Help Center: Account, Connection and Refunds

Three steps:

First, open the IP check page and see whether the exit IP and its location have changed to the selected route. If it is still your local IP, traffic is not going through the proxy. Second, switch to another route and reconnect — try one dedicated line, one relay and one direct route. Third, clear the browser DNS cache, or set the system DNS to a public resolver and try again.

If all three steps fail, open a ticket with the route name and a screenshot of the error.

Most desktop clients default to system proxy mode, which only handles traffic that reads the system proxy settings. Some apps (games, terminal tools, software with its own network stack) do not read them, so switch the client to TUN or enhanced mode and let the virtual adapter take over all traffic.

On mobile, check whether the app has been put on the “exclusion” or “direct” list. A mode change only takes effect after you disconnect and reconnect.

First check that the client matches the subscription format: Clash-based clients read Clash configuration, while sing-box, Shadowrocket and others each have their own format.

Then check that the link is complete — a missing token parameter at the end, or extra spaces and line breaks, will make the import fail. If the link was just reset, copy it again. Finally, import the same URL in a different client to tell whether the problem is the link or the client.

The usual cause is a DNS or routing conflict in TUN mode. Disconnect first so the local network recovers, then reconnect on another route.

If the subnet handed out by your router overlaps the internal subnet pushed by the route (both on 192.168.0.x, for example), change the router's LAN subnet, or switch to system proxy mode to avoid the conflict.

The official clients cover five platforms — Windows, macOS, iOS, Android and Linux — available after you log in to the dashboard.

Routers, TV boxes and similar devices are not on the official client list. If such a device runs a third-party client that can import a subscription, how it is configured is up to that client and is outside our support scope.

This is usually the target site restricting the route IP rather than a failed connection. Try another city on the same region first; for streaming sites, prefer routes marked as streaming-supported.

If only one site fails while others work, it is almost certainly the policy on the site side — switching routes works better than reconnecting repeatedly.

A direct route connects the client straight to the overseas data centre. It is the shortest path and fine for everyday browsing, but it is hit hardest when the public international gateway congests at peak hours.

A relay connects to a domestic entry point first and then goes abroad, skipping part of the congested segment, so it is steadier than a direct route. An IEPL dedicated line runs end to end without touching the public gateway, giving the most stable latency and packet loss — suited to live streaming, video meetings and AI tools, where stability matters.

Filter by purpose first: streaming routes marked as streaming-supported, dedicated lines or low-load relays for AI tools and meetings, relays for large downloads.

Then pick an entry city close to you so the first segment is shorter. Finally, run two or three candidates for ten minutes each, compare them at peak time, and keep the steady one as your default. The full list is on the servers page.

Peak hours (roughly 20:00 to 23:00) are when the international gateway is most crowded. Switch to an IEPL dedicated line first; if that does not help, try another city on the same region; if the client supports several protocols, try another protocol.

If every route slows down in the same window, run a speed test on your local broadband without the proxy to see whether the bottleneck is local or on the route.

The latency of the first segment, from you to the entry data centre, depends on physical distance; the stability of the cross-border segment depends on the route type.

On the same Hong Kong route, users in southern China have a shorter first segment, while users in the north take more hops. When choosing, look first at how close the entry city is, then at whether the cross-border segment is a dedicated line or a relay.

Yes. The device count is unlimited, but the account's outbound bandwidth is shared. When one device saturates download or upload, the bandwidth available to the others drops noticeably.

If you need a video meeting or a live stream at the same time, move large downloads to another time slot, or put the meeting and streaming devices on dedicated lines and the rest on relays, keeping the high-quality routes for the critical tasks.

Monthly plans reset on the activation day each month, not on the 1st of the calendar month. Activate on 12 August, for example, and the allowance resets on the 12th of every following month.

When you upgrade mid-cycle, the price difference is prorated by the remaining days. Data packs differ from monthly plans: they are used up and never expire.

Three monthly tiers: ¥9.9/month with 60GB, ¥18/month with 250GB, ¥28/month with 500GB.

Data packs: ¥158/300GB, ¥358/1000GB, ¥658/3000GB, used up and never expiring. Every plan allows unlimited devices.

Alipay, WeChat and USDT. Choose one on the checkout page after ordering and follow the on-screen steps; the order status updates in the dashboard order list.

If the overview page still shows the plan as inactive after payment, refresh once. If it is still missing, open a ticket with the order number and payment time — do not place a second order.

A 7-day refund, no questions asked. Open a ticket in the dashboard with the order number and what you want refunded; once verified, the money goes back to the original payment channel.

The full conditions and processing times are on the refund policy page — worth reading before you apply.

Data packs are used up and never expire. They are a separate billing model from monthly plans: a monthly plan resets its allowance on the activation day each month and suits steady long-term use; a data pack is a one-off purchase with no expiry, suited to irregular usage.

Both sit under the same account — no separate sign-up is needed for a data pack.

For a mid-cycle upgrade the difference is prorated by the remaining days. After the upgrade the allowance follows the new plan and resets on the next activation day.

If you upgrade after using most of the month's data, the actual allowance left is whatever the dashboard shows.

Refresh the dashboard overview first. If it still shows inactive, open a ticket with the order number, payment method and payment time for a manual check.

Do not place another order while it is being checked; duplicate payments are handled together after verification.