Subscription and Connection FAQs

No email address is required. Create an account with a username and password, then store them in a reputable password manager instead of relying on temporary browser records. Use a unique password, and keep your subscription link private—never post it in public forums. Since an email address isn’t required, don’t assume you can recover account access by email. If you have trouble accessing your account, check your username spelling and keyboard input settings first. If the issue persists, submit a support ticket from a device where you can log in. Never include your password in a ticket.

Sign in to the user panel and find the subscription section in your account overview. Then use your client’s subscription import feature. After importing, you should see a list of routes—not just a link as text. To refresh the list, select the subscription in the client’s subscription or configuration manager and update it. Make sure the updated configuration is active. If the update fails, check the device’s network connection and make sure you copied the entire link, then confirm your subscription status in the panel. Avoid adding the same subscription repeatedly, as this can create several similarly named entries. If your link has been reset, replace the old one with the current link from the panel, and don’t share it with others.

There’s no device limit for simultaneous connections, so changing devices alone doesn’t require another purchase. VPNGZ supports Windows / macOS / iOS / Android / Linux. Sign in to the same account on your new device, get the appropriate client and subscription details from the panel, then import the subscription and connect. Button labels, permission prompts, and background behavior vary by platform, so instructions for one platform may not match another. Unlimited devices doesn’t mean unlimited data: check your plan status and remaining data in your account before use. If you stop using an old device, remove any saved account details and subscription links from it.

A route name saved in your client doesn’t necessarily mean your account still has an active subscription. Sign in to the panel and check your plan status, remaining data, and subscription link, then manually update the relevant configuration in your client. If the panel shows an active plan but the client still reports an error, check whether an old configuration is enabled, whether the full link was imported, and whether the device’s date and time are correct. If you’ve changed your subscription link, make sure the client isn’t still using the old one. For support, include a screenshot with sensitive details hidden, along with your platform and the steps you took. This helps distinguish account issues from client configuration problems. Don’t include your full subscription link.

Disconnect the proxy first and confirm that the device can access the internet on its own. Then check that the client has imported your subscription, that you’ve selected a route, and that the connection is on. When the system first asks for VPN or network extension permissions, follow the prompt. Importing a configuration alone won’t route traffic until you connect. Next, check whether another proxy or VPN is running and competing for system settings. If the connection still fails, try another network or route for comparison, changing only one thing at a time. Keep the client’s error message. Avoid repeatedly deleting every configuration before you know the cause, as you may lose useful troubleshooting information.

If your browser works, that only confirms its network path is available; it doesn’t mean every app uses the same proxy settings. Some apps ignore the system proxy, while routing rules may send other requests directly. Check the client’s mode, then confirm that the app or relevant domain matches the expected rule. If your client offers a virtual network interface or system-wide routing, check its permissions and scope as documented. Don’t run multiple system-wide routing tools at once. After changing settings, fully quit and reopen the app so it doesn’t keep using an existing connection. Check the third-party service’s regional rules and account requirements separately.

A disconnection while your device is idle may be caused by power-saving settings, background restrictions, or a network change. First note whether it happens after the screen locks or when switching between networks. Then check whether the system restricts the client’s background activity. On Android, review battery optimization and background permissions. On other platforms, check network extension permissions, sleep settings, and auto-connect options as prompted by the system. Reconnect after changing settings and test under the same conditions. A connected route doesn’t guarantee a session will stay active indefinitely: after the device sleeps or the network changes, the target app may need to reconnect. Don’t rely on the client’s connection switch alone—open the service to verify it works.

In a support ticket through the user panel, include your device platform, client name, network environment, selected route, when the issue occurred, and the exact error message. Say whether all websites are inaccessible or only one app is affected. If you’ve already updated the subscription, switched routes, or changed networks, include the results to avoid repeating steps. Before attaching screenshots, hide your subscription link, account password, and sensitive payment details. Check client logs for URLs or authentication details before sharing them. The more clearly your ticket identifies where the issue occurs, the easier it is to suggest next steps. You don’t need to upload your entire private configuration.

Check your route and local network first instead of assuming peak-hour slowdowns are caused by your plan’s data tier. Pause downloads, syncing, and other network-heavy tasks, check your local connection, then try another route and compare how the target service responds. If only one region or app is slow, keep other settings unchanged so you can make a useful comparison. A monthly plan’s data allowance doesn’t determine your connection speed. Judge performance by whether your apps work reliably: check page loads, video buffering, or streaming output. Don’t change plans based on a single speed test.

VPNGZ covers 100+ countries / 180+ routes. First check which regions your target service supports, then compare how each exit route performs on your local network. Distance can be a starting point, but it doesn’t determine connection quality. Your local carrier, time of day, and routing path all affect performance. For everyday browsing, choose a region that fits your needs. For AI Tools or streaming, check the platform’s regional and account rules as well. Once you find a suitable route, try to keep the same path during a session to avoid triggering another sign-in check. See the panel and your updated subscription list for currently available routes.

These terms describe how traffic is routed. Relay routes typically pass through an intermediate node before reaching the exit. IEPL dedicated lines refer to the dedicated transmission segment of a route, while direct connections use a more direct path. The labels help explain route structure, but they don’t guarantee consistent performance across all regions and times, or mean one type will suit every app. Choose based on the route types listed in your current subscription, the target service’s requirements, and how the connection performs for you. If a route type isn’t listed, don’t assume your account includes it based on a general description. Ask support if a label is unclear.

A successful route connection only means the network tunnel is established. Third-party services may also check your exit region, account eligibility, payment region, or access frequency. First confirm that the target app is using your selected route, then check its error message to distinguish a network timeout from regional unavailability or an account restriction. After changing exit routes, reopen the app and check whether an existing session is still using the previous path. For AI Tools that stream responses or video playback, check that the connection stays stable during the actual task. Network acceleration doesn’t guarantee eligibility for a third-party account or access to its content catalogue. Check the platform’s rules rather than repeatedly switching routes.

Monthly subscriptions: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data packages: ¥158 for 300GB · ¥358 for 1000GB · ¥658 for 3000GB. Monthly subscription data resets each month on the activation date, making it suitable for regular use with a monthly data allowance. Data packages remain valid until used and never expire, making them useful if your usage varies. “Never expire” describes the validity of a data package; it doesn’t mean the data is unlimited. Before choosing, consider how often you’ll use the service and how much data you need. Check the pricing page for full prices and billing details rather than choosing a tier based only on an app’s name.

Monthly subscription data resets each month on the activation date. If you upgrade mid-cycle, the price difference is prorated based on the remaining days. Refer to the account status shown in the panel. The reset date isn’t the start of a standard calendar month, and you can’t work out your upgraded plan’s validity by simply subtracting the listed prices. Before upgrading, check your current subscription and the upgrade details in the panel, then confirm your chosen tier before proceeding with the order. If the order status doesn’t match what your account shows, keep the order details and contact support rather than placing another order to try to fix a display issue. Permanent data packages are consumed as you use them, remain valid until used, and never expire; they don’t follow monthly subscription reset rules.

Alipay / WeChat Pay / USDT are supported. Choose an available method through the order process in the user panel, and check your selected plan and order details before paying. If you’ve paid but your account hasn’t updated, return to the original order to check its status, then make sure you’re signed in to the account that created it. Don’t pay again while the status is unclear, and don’t treat a message in a payment screenshot as the only proof that your subscription is active. If you still need help, provide the order ID, payment method, and a description of the issue in a panel support ticket. Hide sensitive details in any screenshots. Follow the payment instructions shown in the panel; don’t use addresses or payment directions from unsolicited messages.

VPNGZ offers a 14-day no-questions-asked refund. To request one, sign in to the user panel and submit a support ticket stating that you’re requesting a refund and identifying the relevant order. Support can then check the transaction and account status. Before submitting, review the refund terms in the Terms of Service. Keep general connection questions separate from your refund request. If you’d also like help troubleshooting, include your device platform and the error message, but troubleshooting isn’t a substitute for requesting a refund. Don’t include your account password or full subscription link in a ticket. A refund isn’t a promise of immediate payment; check and discuss progress in the original ticket.