ACCOUNT
Account & subscriptions
Handle account setup, subscription access, configuration refreshes, and device changes. Retrieve subscription details from the user dashboard rather than using a static address on a marketing page.
What do I need to set up a VPNZe account?
No email address is required. Create an account with a username and password. Choose a memorable username that you do not reuse on other services, and store your password securely. After creating the account, open the user dashboard to check its status before choosing a plan or data package. If your browser autofills an old account, verify the username first to avoid adding the subscription to the wrong account.
Where can I find my subscription after purchase?
Sign in to the user dashboard and open the client and subscription section. Download the client for your platform and copy the subscription details for the current account. Subscriptions are delivered through the account and are not published on marketing pages. Confirm that the plan is active before importing it. If the client already contains an old configuration, give the new one a clear name so you do not select the wrong subscription when connecting.
How do I update my subscription link?
First, retrieve the current subscription again from the user dashboard, then open the client and run its subscription update or configuration refresh. Check that the route list has loaded again and select a route. Do not keep clicking Connect, as the client may still be using its local cache. If the update fails, disconnect the proxy connection in the current network environment and retry. If it still fails, include the error message and client platform in a support ticket.
Do I need to purchase again when I switch devices?
You do not need to purchase again when changing devices. VPNZe supports unlimited devices. Sign in to the same account on the new device, then obtain the client and subscription for that platform from the user dashboard. Supported platforms are Windows / macOS / iOS / Android / Linux. For easier troubleshooting, complete the subscription update and a basic connectivity check on the new device before adjusting split routing or app rules.
CONNECTION
Connections & troubleshooting
First distinguish between being unable to connect at all, being unable to access anything after connecting, a single app behaving abnormally, and background disconnections. Different symptoms require different checks.
What should I check first if the client cannot connect at all?
First, confirm that the local network can open common websites normally. Then check the account plan status and whether the subscription has been updated. Test a route in a different region or with a different route type, fully disconnecting the old connection before reconnecting. If every route fails, restart the client and verify that the system time is accurate. When submitting a ticket, include the platform, client error message, selected route, and the steps that led to the issue so the cause can be narrowed down to the local network, configuration cache, or route.
Connected, but websites will not open—what should I do?
Separate the connection state from website resolution first. Test a commonly used international website, then disconnect and confirm that local websites still work. Next, refresh the subscription, switch routes, and reconnect. If the browser works but other apps do not, check app-level split routing. If no websites open, temporarily restore the client’s default rules and test again to avoid conflicts among custom DNS, the system proxy, and rule combinations.
Why can’t a particular app use the proxy?
First determine whether only one app is affected or all access is failing. If the browser works but one app cannot connect, check whether the client is using rule mode or global mode and whether the app has its own network settings. Temporarily switch to a more direct proxy mode for comparison. If the app works afterward, the split-routing rules need adjustment. Restore the settings for their intended use after testing, and do not change the route, DNS, and rules at the same time, or the cause will be difficult to identify.
What should I do if the mobile client frequently disconnects in the background?
Check whether the system restricts the client from running in the background or whether a battery-saving policy pauses network connections. Reopen the client and verify that the subscription is still present and the route is still selected, then disconnect and reconnect once. If the issue appears only after the screen locks, allow the client to run in the background in the system settings. Menu names vary by OS version; the key is allowing the client to maintain its network connection rather than repeatedly importing the subscription.
ROUTES
Speed & routes
Choose routes based on your actual use case. Region names, route types, and one-off speed tests are clues only; the real measure is how well the target service maintains a connection.
Should I choose a route by region or by type?
Narrow the choices by the region where the target service is located, then consider the route type and purpose label. For stable interactive use, test an IEPL dedicated route or a relay route first. When the target and network conditions are suitable, compare direct routes as well. VPNZe offers 100+ countries / 250+ routes, so you do not need to stay on one route permanently. Validate your choice with the website, Streaming service, or AI Tool you actually need to access; this is more reliable than looking at the region name alone.
How can I deal with slowdowns during peak hours?
Keep the device, client, and content unchanged, and switch only the route for comparison. Compare different route types in the same target region first, then try nearby regions. Fully disconnect the old connection before switching so the client does not reuse the original session. If websites work but video stutters, lower the quality once to check whether the issue is related to sustained transfers. If everything is slower, update the subscription again and rule out local network congestion. Change one variable at a time so the results remain useful.
What should I do if streaming keeps buffering?
Confirm that the selected route has the appropriate Streaming purpose label, then close sync or download tasks using the network. Reconnect and start testing from the content service’s home page instead of reusing the old session from a failed playback page. If only one content service buffers, switch to another route in the same region. If every video buffers, check the local network as well. After switching routes, restart the relevant app so region detection and the network session can be established again.
How can I troubleshoot unstable access to AI Tools?
Open the target tool in a browser and complete a basic access test first. Then determine whether the issue occurs during sign-in, page loading, or an ongoing conversation. When switching routes, keep the target region the same and change only the route type so stability can be compared. If the page loads but responses stop, clear the current page session and try again. If the client logs show repeated reconnections, address the basic connection issue first. Pause other high-bandwidth tasks during testing so local bandwidth contention is not mistaken for a route problem.
Why is actual use still slow when the speed test looks normal?
A speed test usually reflects only a specific test target. Real-world access is also affected by the target service’s location, route path, app connection method, and local network conditions. Test the actual website, video, or tool you need instead of choosing a route from a single speed-test result. Compare routes on the same network and note whether pages open, playback starts, and long-lived connections remain stable. If only one service is slow, try a route closer to the target region.
BILLING
Billing & refunds
Monthly subscriptions and data packages use different billing methods. Before submitting an order, upgrade, or refund request, verify the plan and order status in the user dashboard.
What monthly subscription tiers are available?
Monthly plans are ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Data resets monthly on the activation date. Choose a tier based on your usual video, file-sync, and everyday browsing needs rather than a single session. Every tier supports unlimited devices. Actual available data is determined by the account status shown in the user dashboard.
When does a monthly subscription reset, and how are mid-cycle upgrades handled?
Monthly subscription data resets each month on the activation date, not on a universal calendar-month schedule. For a mid-cycle upgrade, the price difference is prorated according to the remaining days. Before making changes, verify the current plan, remaining status, and target plan in the user dashboard, then submit the change. After the upgrade, refresh the account overview and subscription configuration so the client reads the route information for the current account.
Do data packages expire?
Data packages remain available until used and never expire. Available packages are ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They suit users whose usage schedule varies and who prefer to pay according to actual consumption. After purchase, rely on the account status in the user dashboard and update the subscription in the client. Data packages and monthly subscriptions use different billing methods, so choose the option that best matches your usage pattern.
Which payment methods are supported?
VPNZe supports Alipay / WeChat Pay / USDT. Open the user dashboard, choose a plan or data package, and complete payment using the methods shown on the checkout page. Do not submit the same order repeatedly. If the account status has not updated after returning from payment, refresh the order and account overview first. When submitting a ticket, include the order details and current status from the user dashboard, but never send your payment password or other sensitive credentials.
How do I request a refund?
VPNZe offers a 7-day no-questions-asked refund. To request one, sign in to the user dashboard, open the support ticket section, and provide the relevant order and refund request. Keep the order status in the account available for verification. Avoid creating duplicate tickets after submitting a request so the information stays together. Refund progress is based on the ticket and the original payment channel. Before submitting, you can also use route switching, subscription updates, and client checks to confirm the type of issue.