Frequently Asked Questions
Troubleshooting Guide

No email address is required. Create an account with a username and password. Store both in a trusted password manager. If you forget your credentials, do not keep creating new accounts; submit a ticket from the user panel and describe the approximate status of your current subscription so it can be verified.

Monthly subscriptions suit ongoing use, with data resetting each month on the activation date. Data packages suit variable usage: they remain available until used up and never expire. Check data consumption on your usual devices before choosing a fixed monthly allowance or an on-demand data package.

Sign in to the user panel to retrieve the current subscription, then use the update subscription or refresh configuration option in your client. If old routes still appear, confirm that the subscription belongs to the current account, delete the old cache, and update again. Keep subscription contents on your own devices; do not publish them on public pages.

You do not need to buy again just because you changed devices. VPNTe supports unlimited devices. Sign in to the user panel on the new device to get the client for the relevant platform and the current subscription. If the old device is no longer in use, remove its saved subscription information so credentials do not remain on a device that has been handed over.

Windows / macOS / iOS / Android / Linux are supported. Client downloads and subscription access are provided through the user panel; sign in to get the version for your platform. When using multiple platforms, keep the subscription source consistent and avoid importing configurations from different accounts into the same client.

Disconnect the client first and confirm that your local network can access websites normally. Then update the subscription, switch routes, and restart the client, while checking that the system has granted VPN connection permission. If every route fails, submit a ticket with your platform, client name, the time the problem occurred, and an error screenshot.

Disconnect to verify the local network, then reconnect using another route. Test in a private browser window to rule out old cache, extensions, or existing sessions. If only a specific website fails, test other websites and routes separately to determine whether the issue is local, route-related, or caused by the destination service.

A common cause is that the client is in rule mode and the app's requests have been classified as direct, or the system is not passing its traffic to the VPN interface. Check routing mode, bypass lists, and system permissions, then temporarily switch to global mode for comparison. Once the cause is clear, return to rule mode for everyday use.

Sign in to the user panel and confirm that the subscription can still be retrieved. Copy the current subscription and check that no spaces were added at either end. Disable other network proxies and refresh the client. If the old configuration continues to show errors, back up any necessary settings, remove the old subscription, and import it again. Do not post the full subscription content in a public discussion.

Check the system's battery management and background activity settings, allow the client to run in the background, and confirm that VPN permission has not been revoked. You can also keep the client in recent apps and test other routes. If the connection is stable in the foreground but drops in the background, check the system's battery-saving restrictions first.

Pause downloads, cloud sync, and system updates, then run a baseline test on the local network before switching to a geographically closer route. Try both IEPL dedicated routes and relay routes, and check whether webpages, video, and file transfers slow down at the same time. If only one service is slow, switch to a route for the relevant region first.

For everyday browsing, start with a nearby route offering a stable connection. For services with regional requirements, choose the relevant country or region. Actual performance on IEPL dedicated routes, relay routes, and direct connections depends on the local carrier and destination, so switch routes according to the task rather than always using the same one.

First confirm that the tool uses the same egress in the browser and client, then choose a regional route where the destination service works normally. After switching routes, reopen the page or app so the new session uses the new egress. Avoid rapidly switching between multiple routes during troubleshooting, as old sessions and new connections may interfere with each other.

Choose a route that matches the target library's region and is marked as supporting Streaming, then fully close and reopen the app or browser page. The account region, cached content, and existing login session may also affect what is shown. If the same route works normally on other websites, try another route for the relevant region.

VPNTe covers 120+ countries / 190+ routes. View route types and suitable use cases by region on the servers page. After signing in, the available subscription configuration in the user panel takes precedence. Choose routes based on the destination, local network, and actual connection performance—not geographic distance alone.

Monthly subscriptions include ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Data resets monthly on the activation date. Consider everyday browsing, video playback, file transfers, and multi-device use instead of simply choosing the highest allowance.

Data packages include ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They remain available until used up and never expire, making them suitable for irregular usage or anyone who does not want data to reset monthly. Before purchasing, distinguish the usage rules for data packages from those for monthly subscriptions.

Monthly subscription data resets each month on the activation date. For a mid-cycle upgrade, the price difference is prorated based on the remaining days. Check the current plan and upgrade target in the user panel first, and do not confuse a monthly subscription upgrade with purchasing a data package.

Alipay / WeChat Pay / USDT are supported. Select an available method in the user panel when placing an order and pay according to the amount shown on the order page. If the order status does not update after payment, do not create multiple identical orders. Keep the payment record and submit a ticket for verification.

VPNTe offers a 7-day no-questions-asked refund. To request one, sign in to the user panel and submit a ticket with the relevant order and refund request, keeping the necessary payment record. Refund eligibility and handling follow the Terms of Use; after submitting, you can continue viewing replies on the ticket page.