Support and FAQs

No email address is required. Create an account with a username and password, then manage your plan and subscription in the user dashboard. Keep your login details safe. If you have trouble signing in, check your username and password, then look for help in the dashboard’s account section. Never post your password or full subscription link in a public forum.

Sign in to the user dashboard and find the link for your account on the subscription page. Then open your client’s subscription import feature, paste the link into the subscription URL field, save it and refresh the server list. The steps may vary across Windows, macOS, iOS, Android and Linux; look for an option such as Import Subscription or Add from URL. Your subscription link is account information, so don’t share it publicly.

Find the current subscription in your client and refresh or update it; disconnecting and reconnecting alone won’t refresh the list. If the old list remains, make sure you imported the latest link from the dashboard and that the client can access the subscription URL. You can delete an outdated subscription and import it again, but save any custom rules first. Reimporting won’t change your plan in the dashboard.

VPNSL allows unlimited devices to be connected at the same time. To switch devices, install a compatible client on the new device, get your subscription from the dashboard and import it. You don’t need to choose another plan just because you’re changing devices. Data usage is still counted against your account’s plan. If several devices are connected, check whether any are transferring data in the background to help identify where usage is coming from.

Try opening other websites to tell whether the issue affects one site or the whole connection. Check that your client has selected an available route, your device has a working internet connection, and client rules aren’t routing the request elsewhere. Switch routes and test again. If only one site is affected, its regional policies or service status may be the cause. A connected indicator only confirms that the client established a connection; it doesn’t verify that websites are reachable.

Check your client’s routing rules and app settings. Some configurations only handle requests from specific websites or apps, while other traffic may use your local network. Compare how the app and a browser access the same service, then check the client’s connection log and whether any rules matched. After changing a rule, restart the affected app and test again. A connected status alone doesn’t show which route each app is actually using.

Make sure you copied the full subscription link from the dashboard and that it wasn’t truncated or pasted with extra spaces. Then check that your client supports that import method. If the client can’t retrieve the subscription, check your internet connection and try updating it again in the client. If it still fails, submit a ticket from the user dashboard with your device platform, the client’s error message and the steps you took. Don’t include your full subscription link.

Switching networks can interrupt an existing connection. First, make sure the new network can open regular websites. Then disconnect and reconnect in your client. If the server list hasn’t updated, refresh the subscription manually. If you’re still offline, try another route to see whether the issue is with your network, client settings or selected route. When submitting a ticket, include your platform, the network where the issue occurred and the checks you’ve already tried.

First, check for congestion on your local network by comparing how regular websites and your target service load on the same device and connection. Then try other routes in the target region rather than relying on geographic distance alone. IEPL, relay and direct routes take different paths, and performance also depends on the destination and current network conditions. A route that works reliably for your task is more useful than a single speed-test result.

These terms describe how a route is set up; they don’t guarantee a particular browsing experience. IEPL routes use dedicated cross-border links. Relay routes pass through an intermediate entry point before reaching the target region, while direct routes connect straight to the destination route. Choose based on the region and what you need to do, then compare real-world performance. A route that works well for browsing may behave differently across apps or at different times.

Route status figures can help you compare options, but they can’t replace testing on your own network. The displayed latency and bandwidth are reference values; your experience also depends on your local connection, destination, device and time of day. If a page loads slowly, keep the device and destination the same while testing other routes to find what works best in your current setup.

Check which region offers the content you want, select a route in that region, then search for or play the content in the streaming service. The service controls its catalog, account region and playback permissions, so choosing a route in a region doesn’t guarantee that content will be available. If the site loads but playback is choppy, try another route in the same region and check your local connection and background data usage.

Monthly plans include ¥9.9/month for 60GB, ¥18/month for 250GB and ¥28/month for 500GB. Choose based on your typical usage, not just the price. Monthly data resets on the plan’s activation date. If your usage varies with work or streaming, check your current plan and remaining data in the dashboard before changing tiers.

A monthly plan suits ongoing use, with data resetting each month on the activation date. Data packages last until used and never expire: ¥158/300GB, ¥358/1000GB and ¥658/3000GB. If your usage is irregular, compare your typical needs with both billing options and check the available tiers on the plans page. Data packages don’t reset monthly.

Monthly plan data resets on the activation date. If you upgrade partway through the billing period, the price difference is prorated for the remaining days; the upgrade doesn’t start a new full billing month. Before making changes, check your current plan, available tiers and the change details shown in the user dashboard. If you just want to compare data allowances and prices, you can review the plans page without changing your subscription.

VPNSL accepts Alipay, WeChat Pay and USDT. After choosing a plan, use the payment options and order details shown in the user dashboard. Check the plan and amount before completing payment. If the order status doesn’t update, check the order in the dashboard and contact support by submitting a ticket. Don’t submit the same order twice or pay to unfamiliar accounts listed outside the site.

VPNSL offers a 30-day no-questions-asked refund. To request one, sign in to the user dashboard and submit a ticket with your order details so the team can verify your purchase. See the Terms of Service for the full refund conditions, and check your order and payment records before submitting a request. If you’re only having trouble with a particular route, describe the issue in a ticket so it can be handled as a connection problem rather than a refund request.