Support & FAQ

No email address is required. Create an account with a username and password, then keep your login details safe. Never store your account password and subscription link together in a public note. If you forget your password, check your password manager and saved browser logins first. If you’re still logged in on a device, you can open a ticket from the user panel, describe the account issue, and provide any order details requested for verification. Don’t include your password in a support ticket. Before signing out of a session you can still use, make sure you’ve recovered your login details so you don’t lose your current way to contact support.

Sign in to the user panel and make sure your account has an active plan. Then go to the downloads area to get the client and subscription. If you’ve already imported your subscription, find it in the client’s configuration or subscription management page, update it, and select the refreshed configuration. Menu names vary by client. If the update fails, check whether regular websites load, then verify your account status and make sure the link is complete. Don’t mistake a webpage URL for a subscription link or edit its parameters manually. After updating, check that the route list looks right, then try connecting to your intended service.

There’s no limit on the number of devices that can be online at the same time, so changing devices alone doesn’t require a new plan. VPNYP supports Windows / macOS / iOS / Android / Linux. Sign in to the user panel on your new device and follow the instructions for that platform to get the client and subscription. Unlimited devices doesn’t mean unlimited plan data, so keep an eye on your account’s usage when using multiple devices. Once you’ve moved over, you can remove saved account details and subscription settings from the old device. If someone else will use it, sign out first and clear any sensitive information stored on it.

Treat your subscription link like your account details: anyone with the link may be able to access its route configuration. If you find it in a public screenshot, chat, or shared document, remove the public post first, then sign in to the user panel and look for the subscription reset option. If you can’t find it, open a support ticket. After resetting the link, replace the old link saved on your devices and update the subscription; repeatedly reconnecting with the old configuration won’t help. When sharing screenshots, hide the link and its parameters. Never post the full subscription link on a public forum, as that could expose it again while you’re troubleshooting.

A connected status usually means only that the client has enabled the connection; it doesn’t prove that a particular website is reachable. Disconnect and check whether regular webpages load on your current network. Once your basic connection is working, check your plan status and remaining data in the user panel. Then update your subscription, try another route in the target region, and test again in your browser. If no webpages load, check whether the current client controls your system proxy and whether settings left by other networking tools are interfering. If only one site fails, note its name and the full error message, then troubleshoot the app or region.

Apps can use different networking methods, so a working browser connection doesn’t mean other apps use the same proxy route. Check the client’s current rule mode and see whether the target app or domain is set to connect directly. Then check whether the app has its own proxy settings. For apps that don’t follow the system proxy, consult the client’s instructions to see whether you need to enable its network interception feature, and follow any system permission prompts. After changing settings, fully quit and reopen the app. Don’t run multiple proxy tools at once. If the issue persists, include the app name, operating system, and error message in a support ticket.

Switching networks or putting a device to sleep can interrupt an existing connection. First, make sure the new network’s sign-in page or access authentication is complete, then disconnect and reconnect in the client. If that doesn’t work, update your subscription and try another route. Also check whether your system restricts the client’s background network access or pauses network activity during sleep. Don’t keep changing settings before the underlying network is connected—you could disrupt a configuration that was working. If the issue occurs only on a particular network, include the network types before and after the switch, the client status, and the exact error in your ticket. You don’t need to send the full subscription link.

Sign in to the user panel and open the ticket area. Use a short title to describe the issue, then include your operating system, the message shown in the client, the route you’re using, and whether all websites fail or only a particular app. Add roughly when the issue occurred, your network environment, and what you’ve already tried—such as updating the subscription, switching routes, or reconnecting—to avoid repeated questions. If you attach a screenshot, keep the error message and connection status visible, but hide passwords, the full subscription link, and sensitive details from payment records. If the issue clears up, add an update to the existing ticket so troubleshooting can continue in one place.

Pause background downloads, cloud sync, and other tasks using your network, then check whether regular browsing works on your local connection. Next, keep the same video platform and picture quality while comparing other routes in the same region. Changing the region, title, and quality all at once makes it harder to identify the cause. If every route in that region stutters, try a nearby region and check whether the content library you want is available there. Judge by whether playback is continuous or keeps buffering, not just by the client’s connection status. If the issue is limited to certain times, note the time and route name and describe how to reproduce it in a support ticket.

IEPL dedicated, relay, and direct in route names describe how a connection is routed; they don’t guarantee a particular speed on every network. Examples include an IEPL dedicated route in Hong Kong, a relay route in Japan, a direct route in the US, an IEPL dedicated route in Singapore, and a relay route in France. Available options depend on the subscription currently shown in your client. VPNYP covers 100+ countries / 150+ routes. Start by filtering for the region required by your target service, then compare how smoothly it connects and how stable it is over longer sessions. Don’t choose by name alone; the most useful route is the one that suits your network and needs.

Streaming services may consider your exit region, account region, content licensing, and app cache. Connecting through a region doesn’t guarantee access to its library. First, confirm that the title is available there. Then fully quit the streaming app, connect through a route in that region, and reopen it. If you see a proxy-related error, try another route in the same region and note the exact message. Don’t repeatedly change your account region or payment details just to test. Platform policies and route support can change, so check availability when you use the service. If the region and library still don’t match, see our streaming guides and submit a ticket with the platform name, target region, and error message.

Loading a page, signing in, and continuing a conversation may involve different service domains. Being able to open one page doesn’t mean the full request flow is working. Check the tool’s supported regions and account requirements, then confirm that the client rules route related requests through the same region. Try to keep the same exit region during use, since frequent changes may trigger extra checks. If the issue persists, save the platform’s error message and compare another route in the same region. Also check whether browser extensions or other proxy settings are interfering. VPNYP provides network connectivity; the platform itself determines account reviews and access permissions.

Monthly plans: ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data packages: ¥158 for 300GB, ¥358 for 1000GB, and ¥658 for 3000GB. Monthly plan data resets each month on your activation date. Data packages last until used and never expire. If you use the service regularly, choose a monthly plan based on your actual usage in the user panel. If you use it less often, compare the data package terms. Don’t focus on the total data allowance alone: check how each option is billed and whether it fits your usage. See the plans page for full pricing and details instead of estimating.

Monthly plan data resets each month on your activation date. If you upgrade mid-cycle, the price difference is prorated based on the remaining days. Your activation date isn’t necessarily the first of the calendar month, so check your current plan details in the user panel rather than estimating based on the calendar. Before upgrading, review the plan change information and order confirmation shown in the user panel. If the displayed result doesn’t match your expectations, save the page message and open a ticket for verification. Data packages last until used and never expire, so they don’t follow the monthly plan reset schedule. Check your order history and the user panel for details of changes to your account.

We accept Alipay / WeChat Pay / USDT. Before paying, check the plan and amount on your order, then follow the checkout instructions. If your plan status hasn’t changed after payment, check the order status in the user panel and refresh your account overview. Don’t pay again just because the update isn’t visible yet. If the order still looks wrong, open a ticket with the order ID, plan, payment method, and payment record details needed for verification. Say whether the checkout page showed the payment as complete. Submit proof only through a ticket in the user panel, and hide any sensitive information that isn’t needed for verification. Don’t post full transaction details in public chats or forums.

VPNYP offers a 30-day money-back guarantee. To request a refund, sign in to the user panel, open the ticket area, and include the order ID and payment method so the order can be verified. You can describe any issues you encountered, but you don’t need to repeat the same troubleshooting steps to request a refund. Before submitting, review the refund terms in the Terms of Service. Follow progress and add information in the original ticket. Don’t assume a status that hasn’t been verified means the refund has been paid, and don’t infer progress from information outside the page. For questions about a specific order, reply in the original ticket.