Account & Subscription
Create an account, move to a new device or update your configuration. Keep your subscription URL as carefully as you would your login credentials.
Do I need an email address to create an account? How should I save my login details?
No email address is needed. Create an account with a username and password. Save your login details in a trusted password manager, and make sure you can sign in to the user dashboard before retrieving your subscription. Never put your password in public notes or discussion groups; support will never ask you to share it. If you can’t sign in, check your keyboard input, capitalization and any extra spaces, then make sure you’re using the VPNHY user dashboard. Without an email address, you can’t recover your account by email. Follow the recovery options shown in the dashboard, and avoid creating multiple accounts that could make it harder to identify your orders.
Do I need to buy again when I switch devices? Which platforms are supported?
Use your account on as many devices as you like. Supported platforms: Windows / macOS / iOS / Android / Linux. To switch devices, sign in to your existing account to get the client and subscription, then import them on the new device. You don’t need to buy again just because you changed devices. Before connecting, check your plan and remaining data in the account dashboard: unlimited devices does not mean unlimited data. Downloads are available after signing in on all supported platforms except iOS; check the user dashboard for iOS download eligibility. Once the move is complete, remove the subscription configuration from the old device to avoid exposing account-related information if you pass it on.
How do I update my subscription link? Should I delete the old configuration?
Sign in to the user dashboard and get your current subscription, then open the subscription or configuration management page in your client and update or refresh the existing subscription. Refreshing the route list is not the same as pasting the link again. If the link hasn’t changed, updating the existing subscription is usually enough. If the dashboard has reset or replaced the link, edit the existing subscription source or import the current link again. Afterward, check that the route list appears correctly and select a route again. Don’t rush to delete the old configuration; keep your local rules for reference. If you share a screenshot, hide the full subscription URL, as it may contain access credentials.
No routes appear after I import my subscription. What should I check?
First, check your plan status and data balance in the user dashboard. Then make sure the copied subscription is complete and doesn’t include extra spaces, line breaks or explanatory text. Import the subscription configuration into your client; the user dashboard sign-in page is not a subscription source. If the client says the format isn’t supported, check the import options in the dashboard and choose a method compatible with your client. Confirm your local network is online, then update the subscription. If the route list is still empty, note the client name, operating system and exact error message, then submit a support ticket. Don’t include the full subscription link or send credentials to anyone who doesn’t need them.
Connection Issues
First distinguish between your local connection, proxy routing and the target app. Then decide whether to switch routes.
The client says it’s connected, but websites won’t load. What should I do?
A connected status usually means the client has established a connection; it doesn’t guarantee that every request is using the intended route. Pause the proxy and make sure your local network can access the internet, then reconnect and check whether the selected route, system proxy or tunnel mode is active. If only your browser is affected, check its extensions and proxy settings. If all apps are affected, see whether another proxy or network-routing tool is running at the same time. Change one setting at a time and test again so you can identify the cause. If the connection still doesn’t work, describe what happened before and after your changes in a support ticket.
Why does the proxy work in my browser but not in a particular app?
Apps handle network traffic differently. Some use the system proxy, while others have their own connection settings or may be excluded by the client’s per-app rules. Check whether the app is on a direct-connection or exclusion list, then see if it has a separate proxy configured. For apps that don’t use the system proxy, check your client’s tunnel-mode instructions and grant any permissions requested by the operating system. After switching modes, quit and reopen the app so it can establish a new connection. Don’t assume the whole device is routed just because your browser works, and don’t mistake an app’s own account or region message for a route problem.
How do I reconnect after my device sleeps or switches networks?
Sleep, network changes and background battery-saving settings can all interrupt an existing connection. First, make sure your current network is working, then open the client to check its connection status. Disconnect and reconnect if needed. On Android, check whether the system restricts the client’s background activity. On other platforms, check network permissions and proxy status after waking the device. If the issue only happens on a particular network, note the circumstances and compare with another network. Avoid changing lots of settings at once or reinstalling the client as a first step. Save the error message and steps that reproduce the issue so support can tell whether it’s caused by the system or the connection.
How should I send error messages and logs to support?
Sign in to the user dashboard and open the support ticket page. Include your platform, client name, selected region and route type, and what you did before and after the issue occurred. Say whether all websites are affected or just one app, and include the exact error message or a screenshot with sensitive details hidden. If your client provides logs, share only the relevant section. Check for passwords, subscription URLs or access credentials before sending anything. Handle account-related matters in your own dashboard, and never post full logs publicly. Continue the conversation in the same ticket so support can investigate with the full context.
Speed & Routes
Route names help you filter options. Your actual experience also depends on your local network, the destination region and the app’s requirements.
How can I tell whether evening slowdowns are caused by my route or local network?
Keep the device and target service the same. Check your local connection with the proxy paused, then switch routes in the client and test again. If your local network is also slow, check your Wi-Fi signal, background downloads and bandwidth use by other devices. If only one route is affected, try a different region or route type and note the difference. Evening performance depends on your local connection, the international route and the target service; one test can’t establish long-term reliability. Use the same task for each test, and avoid changing the network, app and route at the same time. If the slowdown follows a pattern, include the time it occurs in your support ticket.
How should I choose between IEPL, relayed and direct routes?
Route types describe how a connection is arranged, not how fast it will be in every situation. A direct route generally takes a more direct path for international access; a relayed route connects through an intermediary node; an IEPL route uses a dedicated link for international traffic. Actual performance also depends on your local network, the destination region and current routing conditions. First make sure the route meets the target service’s region requirements, then compare connection stability, page response and completeness of results using the same task. Don’t judge a route by its name alone or assume every route in a coverage area will work for you. Keep an alternative that suits your current network for troubleshooting.
Which regions are covered? Does a route name guarantee that a service will work?
VPNHY covers 100+ countries / 180+ routes. Check the user dashboard and client list for currently available regions and routes. A region name can help you choose an exit location, but it doesn’t guarantee that a website will accept it or that a particular content library will remain available. Check the target service’s regional rules, connect to a suitable route and test access. If a service reports that your region isn’t supported, check whether the app is still using an old connection, whether the proxy rules are active and whether your account meets the service’s regional requirements. When contacting support, name the service and describe the issue; don’t share account credentials or sensitive page content.
AI tools or streaming services won’t load, and switching routes in the same region hasn’t helped. What next?
A service may check your exit region, network reputation, account eligibility and app status, so switching to another route in the same region may not help. First identify whether the issue is a failed connection, a region message, a sign-in error or a usage-limit notice. Then check that the proxy rules include the app. AI websites and APIs may use different proxy settings; access in a browser doesn’t mean a command-line tool or IDE extension is using the same proxy. Keep the region consistent while testing to avoid triggering extra checks. VPNHY provides network connectivity but can’t verify your eligibility with another service. Availability depends on your access and that service’s rules.
Billing & Refunds
Know the difference between monthly resets and pay-as-you-go data, then check your order. Submit refund requests through a support ticket in the user dashboard.
How much do monthly plans cost? When does data reset, and how are upgrades calculated?
Monthly plans: ¥9.9/month includes 60GB · ¥18/month includes 250GB · ¥28/month includes 500GB. Data resets monthly on the day you activated the plan. If you upgrade mid-cycle, the price difference is prorated based on the remaining days. Resets don’t happen at the start of each calendar month, and an upgrade doesn’t necessarily start a new billing cycle. Check your plan, data and status in the user dashboard. Before upgrading, review the order details and make sure the plan fits your usage. If the details shown after payment don’t match your order, describe the discrepancy in a support ticket so it can be checked. Don’t make another payment to try to fix it.
What’s the difference between a data package and a monthly plan?
Data packages: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. Data is available until it’s used up and never expires. Unlike monthly plans, which reset data each month on the activation date, data packages suit usage that varies over time. Never expires doesn’t mean the data is replenished when you’ve used it up. When comparing options, consider how regularly you use the service and how much data you need, not just the total price. If you already have another plan, don’t assume a new order will add to it, replace it or switch automatically. Read the order details in the user dashboard before confirming. If they’re unclear, ask through a support ticket first.
Which payment methods are supported? What if my plan doesn’t appear after payment?
Alipay / WeChat Pay / USDT are supported. Create an order in the user dashboard and pay using the method shown on that order page. Don’t use payment details forwarded by someone else. If your plan doesn’t appear after payment, reopen the original order to check its status, then refresh your account overview and make sure you’re signed into the account used to create the order. If the issue persists, keep your order details and payment receipt and ask support to check them through a ticket. Hide unrelated personal information in screenshots. Don’t pay again just because the page hasn’t updated, and don’t change payment details based on instructions outside the order page. Check the order status in the dashboard to confirm payment and plan delivery.
How long do I have to request a refund, and where do I submit one?
VPNHY offers a 60-day no-questions-asked refund policy. Before applying, read the refund terms in the Terms of Service. Then sign in to the user dashboard and submit a refund request through a support ticket, identifying the order to be reviewed. To help locate it, provide the order details for your account and explain your request. You don’t need to provide your password or full subscription URL. If you have multiple orders, specify which one the request concerns. The Terms of Service contain the full refund conditions. Check the original ticket for replies and any requests for additional information. No additional processing time is promised here; follow the ticket for updates.