Troubleshooting order
Check the account first, then the client and route
Connection issues usually come from an outdated subscription, client permissions, routing rules, the local network, or the current route. Check the subscription status in the user panel first, update the client configuration, and then try another route. This reduces repeated setting changes and makes it easier to describe the scope of the issue when submitting a ticket.
ACCOUNT
Account & subscriptions
Get help with registration, subscription updates, device transfers, and client downloads. Account information should be used only between the VPNVG user panel and the installed client.
Does registering for VPNVG require an email address?
No email address is required. Register with a username and password. The username identifies your account, while the password lets you sign in to the user panel. Keep both credentials safe. When switching devices, sign in with the same account instead of creating a new one.
Why does the client still show old routes after the subscription link was updated?
Clients do not usually fetch the latest subscription continuously. First confirm in the user panel that your subscription is still active. Then open the client's subscription manager and choose Update, Refresh, or Fetch again. Return to the route list and check that the route names have changed. If the old content remains, delete the outdated local configuration and import it again from the user panel.
Where can I get the client and subscription?
Sign in to the user panel and open the client download section. Get the VPNVG client for your current operating system, then retrieve the subscription for the account in the panel. Marketing pages do not provide static installers or public subscription links. Before importing, make sure the selected platform matches the device so configurations for another system are not opened in the current client.
Do I need to buy another plan after switching devices?
No. VPNVG supports an unlimited number of devices online at the same time. Sign in to the same account on the new device, get the client for that platform, and import the subscription again. If the old device is no longer in use, remove its local configuration. Your plan and remaining data follow the account, not a particular device.
Which operating systems does VPNVG support?
Windows / macOS / iOS / Android / Linux are supported. Permission settings, background operation policies, and subscription import locations vary by system. For a first-time setup, check the Guides first, then get the client and subscription for your platform from the user panel.
CONNECTION
Connections & troubleshooting
First determine whether the issue lies with the local network, client configuration, or a particular route. Change only one condition at a time to keep the troubleshooting results clear.
Why can't I connect even though the subscription has been imported?
First confirm that the client has enabled the connection and that the selected route is included in the latest subscription. Then switch to another route, disable the connection, and enable it again. If no route connects, check whether the system has granted network access, whether the local network can open ordinary websites, and whether conflicting old configurations remain in the client.
Why isn't a particular app using the proxy?
A common cause is rule-based routing: traffic from the target app does not match a rule that requires the proxy. Temporarily switch to global mode to test. If the app works then, the connection itself is fine; adjust per-app proxy or rule settings. Also check whether the app uses separate network permissions and whether the system restricts the client from maintaining a background connection.
How should I troubleshoot when no websites open after connecting?
Disconnect the client first and confirm that the original network works normally. Reconnect and try another route. If access also fails while disconnected, resolve the local network issue first. If access fails only after connecting, switch back to rule-based routing, update the subscription, and restart the client. If the issue continues, note the platform, route name, and symptoms, then submit a ticket through the user panel.
What should I do if the connection drops frequently?
First determine whether the issue is a local network change or the system pausing the client in the background. Switching between mobile and Wi-Fi networks may require the connection to be established again, and battery-saving settings may suspend the background client. Allow the client to run in the background and reconnect manually after a network change. If the issue affects only one route, update the subscription and try another route in the same region.
What should I do if the subscription link is invalid or an update fails?
Copy the current subscription again from the user panel. Do not edit the link manually or keep using an older saved copy. After confirming that the plan is active, delete the failed subscription entry in the client, paste the complete link, and update it. If the browser included spaces or line breaks when copying, copy it again. A subscription is account information; do not publish it on a public page.
ROUTING
Speed & routes
Choose routes based on the target service, your network, and the time of use. The number of routes provides options, but actual performance still needs to be tested on the current network.
How should I choose a route when speeds slow down during peak hours?
Update the subscription first, then try an IEPL route. If the target service is located in a particular region, choose a route near that region. Do not repeatedly reconnect to the same route; compare actual loading performance among IEPL, relay, and direct routes in the same region. Keep the local network and target website unchanged during testing so you can tell whether the difference comes from the route or local access.
What is the difference between IEPL, relay, and direct routes?
IEPL routes prioritize stability across international links and suit peak-hour use or sustained transfers. Relay routes first enter an optimized gateway before continuing to the target region, which can improve cross-network connectivity. Direct routes take a more direct path, but performance depends more on the local carrier network and the current international link. Test based on your network and target service rather than relying on one route type.
Is the nearest region always the fastest?
Not necessarily. Physical distance is only one factor. The local carrier network, gateway quality, international path, and target service location can all change the result. For region-restricted content, prioritize the region associated with that content. For ordinary websites, start by testing nearby regions, then compare connection setup time, page loading, and sustained transfer stability.
What should I do if an AI tool or streaming service suddenly stops working?
First check whether ordinary international websites open through the current route. If ordinary sites work but a specific service does not, update the subscription and switch to another route in the target region. Clear the service's saved session for the old region before reopening it. Streaming services may also return different results by content region, so a working connection does not guarantee identical content in every region.
How should I use 110+ countries / 220+ routes?
The 110+ countries / 220+ routes provide options for different target regions and access paths; you do not need to test them one by one every day. A practical approach is to filter by the target service's region first, then choose from the route types available there. If performance changes at a particular time, update the subscription and switch to another route in the same region instead of repeatedly changing all client settings.
BILLING
Billing & refunds
Monthly subscriptions and data packages use different data rules. Before purchasing or upgrading, confirm your current usage frequency, remaining data, and plan status.
What monthly subscription plans are available?
Monthly plans are ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Choose based on your usual transfer volume rather than looking only at the data allowance of one plan. Data on all monthly plans resets each month on the activation date. If you plan to keep using the service, check the subscription status and remaining data shown in the user panel.
What data packages are available, and do they expire?
Data packages are ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They remain valid until used and never expire. They suit people with irregular usage who prefer to consume data as needed. Before purchasing, compare their usage rules with the monthly reset cycle and choose according to your usage pattern.
How does monthly data reset, and how is a mid-cycle upgrade calculated?
Monthly data resets each month on the activation date. For a mid-cycle upgrade, the price difference is prorated according to the remaining days. Before upgrading, check the current plan, remaining data, and active status in the user panel, then open the plans section. This helps avoid confusing the monthly reset cycle with data packages that never expire.
Which payment methods are supported?
Alipay / WeChat Pay / USDT are supported. Make payments through the plan and order flow in the user panel, and rely on the order status shown there. Do not send account information through pages from unknown sources. If the order status does not update correctly after payment, keep the order details and submit a ticket through the user panel.
How do I request a refund?
VPNVG offers a 14-day no-questions-asked refund. To request one, sign in to the user panel, submit a ticket, identify the relevant order, and ask for a refund. Do not delete the order information in your account before submitting so it can be verified. Refund details are governed by the Terms of Service. If the issue is only route performance, include the platform, region, and route used so the connection can be checked first.