Help Center & FAQ

No. VPNCZ does not require an email address — a username and password are enough to register, and once you're done you can pick a plan in the dashboard. That removes a verification step, so there are no verification emails to be blocked or delayed.

Keep your username and password safe — they are the only credentials for your account. If you lose them, there's no email-based self-service recovery; you'll need to go through the ticket verification process.

Choose the password recovery option on the dashboard login page and follow the prompts to reset it. If the self-service flow doesn't work, open a ticket in the dashboard with your username and your most recent order number, and support will verify the details and help you.

Support will never ask you for your password or ask you to send your subscription link under any circumstances. Ignore any request like that.

Subscription links are only available inside the user dashboard. After logging in, go to the client download section and choose your platform to see the subscription URL and import instructions. Accounts that haven't purchased a plan, or whose plan has expired, won't see a usable subscription — you need an active plan first.

The subscription URL is tied to your account, so don't share it with anyone — it works as your account's access credential.

No. There's no device limit — the same account can be used on Windows, macOS, iOS, Android, and Linux at the same time. On a new device, install the client, log in, and import your subscription.

Data allowance and expiry follow the account, not the device. Switching machines doesn't restart the cycle and doesn't require paying separately for the new device.

Normally, no manual maintenance is needed. If you reset your subscription in the dashboard or change plans, the old link stops working and you'll need to update the subscription in your client — most clients have an update subscription button.

Some clients only keep the nodes from the first import, so without an update you won't see newly added routes. It's worth updating manually every so often.

Check four things in order: first, confirm your plan is still active and your data allowance isn't used up; second, update the client to the latest version; third, try switching to another route in the client — different routes use different egress points; fourth, check that your system time is accurate, since a large clock offset will break the encrypted handshake.

If it connects on a different network, the problem is most likely with your original network's egress — contact that network's operator or switch to another network.

The client showing "connected" doesn't mean traffic is actually going through the route. Start by opening a page that shows your exit IP and confirm the location has changed to the route's region; if it's still your local IP, traffic isn't entering the tunnel.

Next, check whether a second proxy app is running at the same time — two proxies will fight over who takes over the connection. Finally, clear the DNS cache and restart your browser.

First check whether the client is set to global mode or rule-based routing. In rule mode, only traffic matching the rules goes through the route, so apps that use unusual ports or UDP may be missed.

The fix is to add that app to the forced-proxy list, or temporarily switch to global mode to test. If it still doesn't work in global mode, the app probably pins its own local connection method — that's not a route issue.

That's the system's battery-saving policy reclaiming background processes, not the route dropping. On iOS, allow background refresh for the client in system settings; on Android, set the client to unrestricted in battery settings and lock it in the recent apps view.

If the node list is empty after the connection comes back, just update the subscription manually.

First confirm the dashboard opens normally on your current network, then check that your system time is accurate. If the client says the link is invalid, go back to the dashboard and check whether the subscription was reset, then copy the latest URL again.

A failed update doesn't affect nodes you've already imported — routes keep working, so you can try again later.

Cross-border routes carry more traffic in the evening, so try another route in the same region first, then consider a different region — popular regions queue up more visibly at peak times. The 180+ routes include different types of egress, and dedicated routes usually have less jitter.

If only one website is slow while others are fine, the bottleneck is more likely rate limiting on that site's servers, not the route.

IEPL dedicated routes run on a private channel with more stable latency and jitter — good for long sessions, video meetings, and live streams. Relay routes forward through an intermediate node and offer better value for everyday browsing. Direct routes connect to the nearest entry point, which suits regions that are physically close.

Switching routes doesn't require a new purchase — just select one in the client and adjust whenever your network conditions change.

Cross-border traffic travels a longer physical path through multiple hops, and encryption and decryption add overhead, so speeds below a local direct connection are normal.

The biggest factor is usually the egress quality of your local ISP — the same account can perform very differently on different networks. Test on a wired connection or a stable Wi-Fi network first to rule out local wireless interference.

Pick a route that matches the content's region and avoid peak hours; if a region has several routes, try them one by one to find the smoothest one right now.

If the client is in rule mode, make sure the video app's traffic is actually matching the proxy rules. Buffering can also come from the player's own bitrate adaptation — switch routes and reload the page.

Monthly plan data resets every month on the day you subscribed: ¥9.9/month includes 60GB, ¥18/month includes 250GB, and ¥28/month includes 500GB. The reset date is based on the day you signed up, not the calendar month.

Data packs, by contrast, last until used up and never expire — good for irregular usage or as a top-up. The two can coexist: once your plan data runs out, usage continues from your data pack.

Alipay, WeChat Pay, and USDT are supported for now — just choose one at checkout in the dashboard.

Orders are activated automatically once payment is complete, with no manual confirmation needed.

30-day money-back guarantee. Open a ticket in the dashboard with your username and order number and say you'd like a refund — no reason required.

Once verified, the refund goes back through the original payment channel, and the subscription on that account stops once the refund is complete.

When you upgrade, the system converts the unused portion of what you've already paid into remaining days and credits it toward the new plan, so you don't pay for a full month again.

Data still resets monthly on your sign-up day, based on the original sign-up date.

A monthly plan resets data each cycle, which suits steady use; a data pack lasts until used up and never expires, which suits fluctuating usage or occasional top-ups.

Three tiers: ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They take effect immediately after purchase and have no expiry date. If your plan expires, any unused data pack stays in your account.

Refresh the account overview in the dashboard first — in most cases the page just hasn't synced the status yet.

If it's still not active, open a ticket in the dashboard with your order number and payment time, and support will check and sort it out. Don't place a duplicate order; any duplicate payment will be refunded through the original channel.