Subscription and Connection FAQs

No email address is required. Create an account with a username and password. Once you’re in the user panel, make sure your username is saved before choosing a plan or configuring a client. Use a password manager to store your credentials, and set a unique password for this service. Don’t save your password in shared documents or send it to anyone in a screenshot. Since account creation doesn’t require an email address, don’t assume email recovery is available. If you can’t access your account, check the Contact page for available support options. When reporting a login issue, describe what happens without sharing your full password, subscription link or sensitive payment details.

First, check your current subscription status in the user panel. Then open the client’s configuration or subscription management page, select your active subscription and run the update. Updates typically sync the route list and configuration; they don’t mean you need to buy another plan. If the update fails, check that your device can access the internet and that the client isn’t using an old configuration. If it still doesn’t work, get your current subscription details from the user panel and import them again. Before re-adding the subscription, note your existing mode and custom rules so they aren’t lost when you remove the old configuration. Treat your subscription link like a credential, and hide it in troubleshooting screenshots.

VPNAdd has no limit on the number of devices connected at the same time, so changing devices alone doesn’t mean you need another plan. Sign in to the user panel on the new device, open the client download area and follow the import steps for that platform. No device limit refers to the number of devices connected simultaneously, not unlimited data; devices using the same subscription share the data allowance for that plan or data pack. If several household devices will use the service, choose a plan based on actual usage and keep your account and subscription details secure. When you stop using an old device, remove its saved subscription configuration so its access credentials aren’t left behind.

Supported platforms: Windows / macOS / iOS / Android / Linux. Find client downloads in the user panel, and get your subscription details there after signing in. Don’t look for configurations in forwarded chats or files from unknown sources. Follow the instructions shown for your platform in the download area; permissions, installation steps and access requirements can vary by operating system, so use the panel’s guidance. After installing the client, you still need to import a valid subscription and select a configuration. An open client alone doesn’t mean the route is active. For your first setup, follow the beginner’s guide and check each step.

Pause the proxy first and check that your local network can access familiar websites. Then reconnect the client. Check that your subscription is valid, you still have data available, your configuration is up to date and the client has selected an available route. Test your browser and other apps separately to determine whether the issue affects the whole device or just one app. If only a particular website fails, try a route in another region. Avoid changing the mode, DNS and rules at the same time, so you can compare results. When submitting a support ticket, include your operating system, the client’s message, the selected route and what you were doing. Hide sensitive account details.

An app may have its own network settings or ignore the system proxy. So, browser access doesn’t mean every app uses the same route. Check whether the client is in rule mode or global mode, then see if the app has its own proxy, direct-connection rules or network exceptions. You can switch modes temporarily to compare; after changing the setting, fully quit and reopen the app. Some apps and connection types require additional system-level network settings, so follow the client’s instructions. Global mode doesn’t necessarily route all traffic automatically; system permissions and app behavior also matter.

First, make sure you’re viewing the subscription you just imported, not an old configuration saved by the client or a manually created route group. Open subscription management and check for an update prompt, then return to route selection and select the current configuration again. If needed, quit and reopen the client. If the list is still empty, sign in to the user panel to check your subscription status and get the current subscription details again. Don’t repeatedly copy settings between configurations from different sources, and don’t test your subscription address as if it were a public webpage. When contacting support, include a screenshot of the update error with sensitive details hidden, along with the configuration name shown after import.

Pause the proxy and compare results to see whether the issue occurs only when it’s on. If so, check whether the client is in global mode and whether it offers LAN bypass or related rules. Rule mode is often better when you need both local resources and international websites, but the actual behavior depends on your configuration. Change only settings relevant to the resource you’re trying to access, and keep a copy of the original configuration rather than overwriting your entire work network setup. Follow your organization’s network policies on managed devices. If you’re unsure about system permissions or enterprise settings, check with your device administrator first.

First, distinguish your local connection from the cross-border route. Pause the proxy and check whether regular websites load, then see if your device is syncing, downloading or otherwise using bandwidth. Once your local connection is working normally, compare routes in the same client while accessing the same service. Start by comparing route types, then try different regions. Don’t judge performance by a route name or a single latency reading; page loads, sustained streaming and actual work tasks are better indicators. If the issue continues, note when it happens, which route you selected, your network connection and the app you’re using, then send those details through a support ticket. This can help pinpoint the route instead of repeatedly reimporting the subscription without a clear reason.

These labels describe how a route is set up; they aren’t a speed ranking for every use case. IEPL uses a dedicated cross-border link, relay routes connect through an intermediate entry point, and direct routes use fewer relay steps. Your experience still depends on your local carrier, the service’s location and the time of day. Start with what you need: work calls benefit from a stable connection, video from sustained throughput, and everyday browsing from quick response times. Keep a working route as a baseline and compare other types rather than relying on labels alone. VPNAdd covers 90+ countries / 160+ routes; available options depend on your current subscription list.

Not necessarily. A service may check your account region, exit location, app status and its own access policies. Switching routes changes only some of these network conditions. First check that the service is working and that your account meets its requirements, then compare routes in different regions. Reopen the app after switching to avoid an old session affecting the result. For video, distinguish between a service that won’t open, a failed sign-in and buffering during playback; each can have a different cause. Route coverage doesn’t guarantee ongoing access to a particular platform or a fixed content catalog. When reporting an issue, name the service and include the exact error message to make troubleshooting easier.

Not necessarily. Latency measures the round-trip time for a particular test request; it can’t tell you on its own how well sustained downloads, video playback or complex app requests will perform. A nearby location can also be affected by network routing. Compare routes using the tasks you actually need to do, and check whether performance stays stable over time. A dedicated IP describes how an exit address is assigned; it’s different from route type, coverage and device limits. VPNAdd’s plan details don’t list dedicated IPs as included, so don’t assume a plan provides one. If your work requires a fixed exit address or a particular address location, check with support before deciding whether the service is suitable.

Monthly plans: ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data packs: ¥158 for 300GB, ¥358 for 1000GB, and ¥658 for 3000GB. A monthly plan suits regular use and resets its data allowance monthly on your activation date. Data packs last until used and never expire, making them a good fit for less predictable usage. Choose based on your usage patterns and data needs; unlimited connected devices doesn’t mean unlimited data. Compare plan details and prices on the Plans page, then make your selection in the user panel.

Monthly plan data resets each month on your activation date. If you upgrade mid-cycle, the price difference is prorated for the remaining days. Don’t assume every account resets at the start of the calendar month, or that an upgrade simply adds another full month’s allowance. Before making a change, check your current subscription, remaining data and upgrade details in the user panel, then confirm the new plan and the changes shown on screen. If you’re unsure what will happen to your account, open a support ticket with your current plan and the plan you’re considering, and confirm before proceeding. Data packs last until used and never expire; their billing works differently from monthly plan resets.

Supported payment methods: Alipay / WeChat Pay / USDT. Start the order process in the user panel, check the selected plan and amount due, then complete your payment. If your subscription hasn’t updated yet, check the order status and refresh your account overview. Don’t create the same order repeatedly or pay again. If your payment record and order status don’t match, submit the order details, payment method and a redacted payment receipt through a support ticket. Never share your payment password, account password or full subscription link, and don’t send another payment to an unverified payment address outside the site.

VPNAdd offers refunds within 14 days, no questions asked. To apply, sign in to the user panel, open the support ticket area, clearly state that you’re requesting a refund and provide the relevant order details. See the refund terms in the Terms of Service for eligibility details. If you’re also having connection issues, you can include your platform, route and error message, but make sure your ticket clearly states that you’re requesting a refund. Follow up in the same ticket to keep the conversation together. Refund status and processing depend on the order and support ticket updates; this page doesn’t promise any processing time not listed elsewhere.