Suggested order: update the subscription to get the latest routes, switch routes one by one to confirm, then switch to Global or TUN mode, and finally check system time and battery settings. If it still will not connect after all four, open a ticket.
Account & Subscription
Sign-up, sign-in, subscription import and device questions.
Do I need an email address to sign up?
No. A username and password are all you need — no email address required. Once registered, sign in to the user panel, where your plan, remaining data and subscription link all live. When you move to a new device, just sign in with the same username.
How many devices can I use at the same time?
There is no limit on simultaneous devices. Windows, macOS, iOS, Android and Linux can all sign in with the same account; data and expiry are counted per account, so there is no need to buy separately for each device.
Where do I find my subscription link?
Sign in to the user panel and open the download page — your account's subscription link is shown there. Copy it and paste it into your client to import the route list. The link looks like https://example.com/sub?token=YOUR_TOKEN; the token part is tied to your account, so do not share it publicly.
Do I need to buy a new plan when I switch devices?
No. Sign in on the new device with the same account in the user panel and import your subscription — your plan, data and expiry all follow the account. Simultaneous devices are unlimited, so you do not need to sign out of the old one first.
The route list has changed — do I need to update the subscription manually?
Yes, trigger it once by hand. Tap “Update subscription” in your client and it pulls the latest route list again. If routes seem to have disappeared, or one suddenly will not connect, update the subscription before drawing conclusions — that rules out most false alarms caused by a stale list.
Connection & Troubleshooting
The order to work through when nothing connects, pages will not load, subscription updates fail or DNS misbehaves.
Nothing connects and the client just keeps spinning — what now?
Work through four steps in order: first update the subscription in your client to get the latest route list; then switch routes one by one to confirm it is not a single route failing; then set the mode to Global or TUN; finally quit the client completely and reopen it. If it is still spinning after all four, check that your system time is accurate and send us a ticket with the exact error message.
The client says it is connected, but web pages will not load?
This usually comes down to a system clock offset, a DNS resolution problem or congestion on the route itself. Try another route first; then check that your system time matches standard time — a clock offset breaks the TLS handshake, which shows up as “connected but no site will load”; finally, turn on remote DNS in the client and reconnect.
Why will a particular app not go through the proxy?
Some apps use their own network stack, or send traffic over UDP or QUIC, and ignore the system proxy settings. Switch the client to Global or TUN mode so their traffic enters the route as well. If it still does not work, the app is probably detecting the network environment itself, and changing routes may not help.
What should I do if the subscription update fails?
First check that the subscription link was copied in full, with no stray spaces or line breaks at the end; then confirm the current network can open the user panel; then delete the old subscription in the client and paste it in again. If it still fails, connect to a working route first and then update, so local network interference with the fetch is avoided.
Why does the mobile app drop the connection shortly after going to the background?
That is the system's battery-saving policy reclaiming the background process, not the route dropping. On iOS, allow background refresh for the client in system settings; on Android, set the client to “Unrestricted” in battery optimization and allow it to auto-start. Reconnect once after changing the settings and it will not be cleared when you switch away.
Getting a DNS error or a domain resolution failure?
Turn on remote DNS in the client so domain lookups go through the route instead of your local ISP's resolver; then flush the system DNS cache and reconnect. If only a few domains fail to resolve, switching routes usually fixes it; if it is widespread, update the subscription first.
Speed & Routes
Picking routes at peak hours, how route types differ, and tuning for AI tools and video.
How do I deal with slowdowns at peak hours?
Peak hours are when international gateways are most congested, and changing route type helps more than changing country: prefer IEPL dedicated or relay routes and stay off the most popular nodes for now; when watching video, dropping from 4K to 1080p also eases buffering noticeably. If it stalls at the same time every day, congestion in that window is the norm — the long-term fix is to stick with a dedicated line.
What is the difference between IEPL dedicated, relay and direct routes?
Direct routes connect straight from your location to an overseas data center: low cost, fine for everyday browsing, but noticeably unstable at peak hours. Relay routes connect to a relay entry point in mainland China before heading overseas, which sidesteps some congestion and holds up better than direct. IEPL dedicated routes run over a private link with stable latency and low packet loss, which suits video calls, AI API calls and long sessions.
How can I tell whether it is the route or my local network?
Compare against another route: if only one route is slow, the problem is that route; if all routes are slow, it is most likely your local network's outbound connection. You can also load a site hosted in mainland China on your local network first to confirm the basics are fine, then go back to the client and compare route by route.
Why are there several routes for the same country?
Those routes sit in different data centers, with different route types and exits, and their load differs too. Keeping two or three regular routes in the client is enough — when things slow down, switching between them tells you more than reinstalling the client over and over.
AI tools keep timing out?
Prefer IEPL dedicated or lower-load relay routes; make sure the client is in Global or TUN mode so API requests also go through the route; check that your system time is accurate; and avoid switching routes mid-conversation — a switch rebuilds the connection and requests already in flight tend to time out.
4K video keeps buffering?
Pick routes marked as supported in the streaming column of the server list page; when bandwidth is tight, drop the resolution to 1080p first; if many devices are online at once, put the viewing device and the others on different routes so one route does not get saturated.
Billing & Refunds
Prices, data packs, payment methods, prorated upgrades and the refund process.
How much do the plans cost and how much data do they include?
Three monthly tiers: ¥9.9/month with 60GB, ¥18/month with 250GB and ¥28/month with 500GB. Data resets monthly on your activation date, not on the calendar month; if you upgrade mid-cycle, the price difference is prorated over the remaining days.
What is the difference between a data pack and a monthly plan?
A monthly plan resets its data every month on the activation date and suits steady long-term use; a data pack is use-it-until-it-runs-out and never expires, which suits topping up in a month when your usage suddenly jumps. The two can be stacked.
Which payment methods are supported?
Alipay, WeChat and USDT can all be used for monthly plans and data packs — choose the method on the payment page after checkout to complete the payment.
How is a mid-cycle upgrade billed?
On upgrade, the price difference is prorated by the remaining days, so you do not have to buy a whole new plan. If you are just short of data for one month, buy a data pack first rather than rushing to upgrade.
How do I request a refund?
7-day no-questions-asked refund. Open a ticket in the user panel with your order number and the reason for the refund, then follow the steps in the ticket reply.