Frequently Asked Questions

You can create an account with a username and password—no email address required. Keep your username somewhere safe and use a unique password that you store securely. Your panel login and the subscription configuration in your client serve different purposes; don’t use your subscription URL as a login credential. If you forget your password, check your password manager and saved browser records first, then look for account help in the panel. For further assistance, open a support ticket in the panel and provide any proof of account ownership requested by support. Never post your password, full subscription URL or payment credentials in a public forum.

Sign in to the user panel and check your current subscription details on the overview page, then follow the panel instructions to import the subscription into your client. If routes are updated later, select the existing configuration in your client’s subscription or configuration manager, refresh the subscription, and choose a route again. Before updating, make sure your regular network can reach the panel, and check your plan status and remaining data. If the update fails, keep the existing configuration and error message rather than deleting and recreating it repeatedly. First confirm that the subscription came from your current account, then follow the connection troubleshooting steps. Your subscription URL contains access credentials, so don’t share it publicly.

There’s no limit on the number of devices that can be online at once, so you don’t need to change plans just because you’re switching devices. Sign in to the same account on the new device, get the appropriate client and subscription from the panel, import them, and verify the connection. Unlimited devices does not mean unlimited data; check your plan and remaining data when using multiple devices. Once the move is complete, remove the subscription configuration from any old device you no longer use to avoid connecting by mistake. If your client reports a device limit, save the exact message and verify the configuration source. Don’t pay again based on that message; ask support to check through a panel ticket.

Supported platforms: Windows / macOS / iOS / Android / Linux. Download clients from the user panel, and sign in to view your subscription. Don’t import configurations from unknown sources. You can download the client for Windows, macOS, Android and Linux after signing in; access to the iOS download requires an active plan. After installation, follow the panel instructions to import your subscription, select the configuration, connect to a route, and test the app you want to use. System network permissions and background settings vary by platform. Read permission prompts before responding, and don’t assume menu paths are the same across systems or change advanced settings you’re unfamiliar with.

Disconnect the client and confirm that your current network can still reach websites that normally work. Then sign in to the panel and check your plan status, remaining data and subscription validity. Once your regular network is working, refresh the existing subscription, select the configuration again, and try a route in another region. If other proxy or network management tools are running on the device, quit anything that might be controlling the connection to avoid conflicts. Note whether the error occurs while importing, connecting or opening a webpage; each points to a different cause. If you still can’t connect, open a ticket with your operating system, client and route names, plus a screenshot with sensitive details obscured.

A connected status only means that the connection process completed or the local proxy started; it doesn’t prove that requests to your destination are using the selected route. Check the active configuration and proxy mode, then see whether the issue affects your browser and other apps alike. If nothing loads, check system proxy permissions, DNS settings and conflicts with other network tools. If only one website fails, try another route and check the website’s own service status. Change one setting at a time and record the result. Avoid changing rules, DNS and system network options all at once, or it may be hard to identify the cause.

A working browser doesn’t mean every app uses the same network path. Some apps ignore the system proxy, may be set to connect directly by the client’s routing rules, or use their own DNS and connection methods. First check whether the app matches a direct-connection rule. Then see if your client offers a network-level routing mode for your system, and grant the required permissions as instructed by the client. After changing modes, close and reopen the app to check whether it works. Don’t disable system security features just to test the connection. If the issue persists, send support the app name, proxy mode and error details so they can investigate.

First check whether disconnections only happen when you lock the screen, switch networks or send the app to the background. If the connection is stable in the foreground but drops in the background, check the system’s background activity, battery-saving and network permissions for the client. Refer to your system’s current instructions for the exact settings. If the issue occurs when switching away from Wi-Fi, return to the client to check the connection and reconnect if needed, then test the app again. Don’t rely on the status icon alone to confirm that the app’s connection is working. When opening a support ticket, describe what triggered the disconnection, the network you were using and how you restored the connection. Obscure account and subscription credentials in screenshots to help distinguish system restrictions from route issues.

International routes cover 110+ countries and include 170+ routes. Check the current panel list for available regions and route names. Choose an exit region based on the target service’s requirements, then compare routes by how they perform in practice—not just by distance or name. Hong Kong, the United States, Japan, Singapore and Australia may be useful starting points, but test service availability in the app you want to use. Different routes may be available within the same region. Save routes you’ve verified, and try another path if you run into connection issues. Use the routes page to understand the categories and the panel to confirm which configurations are currently available.

First determine whether your whole local network is slow or only traffic using the current route. Pause data-heavy tasks on other devices, compare with your regular network, then test the same content using a different route. If only one route slows down during busy periods, try another path. If everything is slow, check your Wi-Fi signal, network conditions and background downloads. Video buffering can also depend on the platform’s load and content delivery path, so client latency alone won’t tell you the cause. Note when the slowdown happened, which route and service you were using, and what changed after switching routes. These details are more useful than simply reporting that the connection is slow.

These terms describe how a network path is arranged; they don’t guarantee a particular speed for every visit. IEPL typically refers to a dedicated transmission path, a relay route uses an intermediate node, and a direct route has fewer intermediary hops. Actual performance still depends on your local network, exit region and destination service. Use the labels in the panel as a guide, then compare routes on the same device and under similar network conditions for the tasks you care about. Don’t judge a route by its label alone. Availability of each route type varies by region; check the current panel. For more on route differences, see the routes page. If a problem persists, submit details of a repeatable issue.

Not necessarily. A platform may also determine access based on your account region, its policies, sign-in status or your exit address. Keep the original error message, confirm that regular websites load, and check whether your exit region meets the service’s requirements. If only that platform is affected, try a suitable route and reopen the app to test. Avoid repeatedly switching regions and signing in, as this can make the issue harder to diagnose. VPNHey provides cross-border access and network acceleration, but each platform controls its own features, content and account eligibility. When contacting support, include the platform, exit region and error message. Don’t share your password for that platform.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data resets monthly on the date your plan began, not automatically at the start of a calendar month. Check your status in the panel. Choose a plan based on your browsing, remote work and video habits rather than price alone, and keep an eye on remaining data if you use multiple devices. If you upgrade mid-cycle, the price difference is prorated for the remaining days. Review the change details shown in the panel before proceeding. See the plans page to compare all options; payments and plan changes are handled in the user panel.

Data packs are ¥158 for 300GB, ¥358 for 1000GB and ¥658 for 3000GB. They don’t expire and remain available until used. Unlike monthly plans, which reset each month on the date they began, data packs are based on cumulative usage. Compare them by how often you expect to use them; occasional use doesn’t necessarily call for a recurring monthly plan. Video, file transfers and background syncing can all use data over time, so check your usage in the panel before choosing a pack. If you’re switching between plans or have questions about existing data, check the panel guidance or open a support ticket rather than assuming how balances combine or are charged.

We accept Alipay / WeChat Pay / USDT. Start the payment from an order in the user panel, check the plan, amount and order status, then follow the on-screen instructions. If the payment service shows success but the panel hasn’t updated, return to the original order and refresh it. Don’t pay again or create a duplicate order right away. Open a support ticket with the order ID, payment method, payment time and a receipt with sensitive details obscured so support can match the payment to your order. Don’t use your account password or full subscription URL as proof of payment, and don’t pay using payment details sent in messages outside the site.

VPNHey offers a 30-day no-questions-asked refund. To request one, sign in to the user panel and open a support ticket with the order ID and payment method for verification. See the Terms of Service for full details. If you’re also experiencing connection issues, include a description for support to review, but don’t attach screenshots showing your full subscription URL or account password. The official ticket response will confirm your order status, refund progress and any additional information needed. Don’t assume a processing time or use an off-site payment channel. Keep your original order and ticket records so you can track progress.