Frequently Asked Questions

No email address is needed to create an account—just a username and password. Once your account is set up, save your credentials in a trusted password manager rather than relying only on browser autofill. If you can’t log in, check your keyboard input, capitalization, spaces at the beginning or end, and whether you’re using credentials from another site. If you’re still signed in to the user panel on another device, check your account details and contact support through a ticket. If you can’t access your account at all, see the current guidance on the support page. Never post your password, full subscription link or payment receipt in public comments or group chats. Account recovery is subject to verification through the user panel and support.

Sign in to the user panel and get the current subscription details from the subscription section. Then open the subscription or configuration manager in your client, find your existing VPNAudio configuration and update it. In most cases, try updating the existing configuration before deleting it, so you don’t lose any rules you’ve customized. After the update, check that the client still has that configuration selected and that the route list has loaded correctly. If retrieval fails, check your plan status, network connection and whether the link was copied in full. Interface labels vary by platform, so follow the prompts in your client. If the panel offers a subscription reset, replace the old link on every device where it’s in use.

There’s no limit on the number of devices that can be online at the same time, so you don’t need to choose another plan just because you switch or add a device. Supported platforms include Windows / macOS / iOS / Android / Linux. Sign in to the user panel to get the client and subscription for your platform, then import the subscription and connect on the new device. Check the selected configuration and routing mode on each device separately; a connection on one device doesn’t mean the others are configured. Keep track of your plan status and data usage across devices—unlimited devices does not mean unlimited data. Before handing an old device to someone else, remove your local subscription and account details. If you think a link has been exposed, use the options available in the panel and update the configuration on your devices.

All client downloads are available in the Downloads section of the user panel. Sign in and select your platform: Windows / macOS / iOS / Android / Linux. You can access the Windows, macOS, Android and Linux clients after signing in. Getting the client and getting an active subscription are separate steps, so after installation, check your plan status and import your subscription. For iOS, follow the requirements shown in the user panel. If an active plan is required, make sure it’s enabled and hasn’t expired. Don’t download installers from unverified file-sharing pages or import someone else’s subscription onto your device. See the getting started guide for installation steps; follow the permission prompts shown by your operating system.

Disconnect the client first and check whether your local network can still reach websites that normally work. If it can’t, troubleshoot your local network before anything else. Once your basic connection is working, check your plan status, remaining data, subscription updates and the route selected in the client. Reconnect and test several websites to see whether nothing loads or only one site is affected. “Connected” usually means the connection was established on your device; it doesn’t guarantee that the destination service has responded. If the problem continues, try another route temporarily for comparison and check for DNS or connection errors in the client. When submitting a support ticket, include your operating system, the client’s error message, when the issue occurred and your test results. You don’t need to include the full subscription link.

Browsers and apps may use different network paths. First check whether the client is in rule mode or another mode, and whether the domain used by the app is assigned to a direct-connection rule. If the client has app-specific settings, check whether that app is excluded. Some apps don’t use the system proxy and may need the client’s system-level network routing feature; names and permissions vary by platform, so don’t assume the settings are the same across operating systems. Save any changes, then fully close and reopen the app so it can establish a new connection. If switching modes temporarily fixes the issue, review the rules rather than relying on a broader proxy setup long-term. Follow your workplace’s network policies when using work networks.

Start by identifying the stage where the error occurs: the link won’t load, the configuration can’t be parsed, or the import succeeds but no routes appear. If the link won’t load, get the subscription again from the user panel, make sure it contains no extra spaces, line breaks or missing characters, and check your local network. If parsing fails, make sure you’re using an import method supported by your client; don’t paste content in a different format. If the list is empty, check your plan status in the panel, update the subscription and confirm the configuration is enabled. Avoid repeatedly deleting all configurations or switching accounts, as this adds variables to the troubleshooting process. If the problem persists, note the exact error and steps you took, then attach a redacted screenshot to a support ticket. Keep sensitive links private.

The client may need permission from your operating system to add a network configuration or use related network features. If you previously denied permission, check the relevant setting in your system preferences and reconnect by following the client’s prompts. Don’t disable system protections without a clear reason. For troubleshooting, temporarily quit other proxy, network-routing or similar connection tools to avoid multiple applications changing your network path at once. Then check that the system proxy isn’t still pointing to an app you’ve closed. Change one relevant setting at a time and note its original value so you can restore it. Work- or school-managed devices may restrict these permissions; check with your device administrator instead of trying to change management policies. Afterward, test your basic connection and the affected app again. If needed, include the exact prompt in a support ticket.

Pause large downloads, cloud syncs and other network-intensive tasks, then see whether the slowdown continues. Check your Wi-Fi signal too, so local wireless interference isn’t mistaken for an international routing issue. Next, compare routes on the same device and app under similar conditions, changing only one route at a time instead of adjusting everything at once. Try different regions and route types, and note which combinations work best on your current network. Peak-hour performance depends on your local carrier, congestion along the route and the destination service, so one test isn’t a guarantee of future performance. If several routes are affected, note when it happened, how you were connected and which regions you tested. These details in a support ticket are more useful than simply saying the connection is slow.

These terms describe how routes are arranged, not a universal ranking of app speeds. An IEPL dedicated line uses a dedicated link; a relay route sends traffic through an intermediary node; a direct connection uses a path straight to the relevant exit. Your experience still depends on your local network, routing and the destination service, so don’t choose based on the label alone. For meetings or extended collaboration, look at connection stability. For video, check whether playback remains smooth. For websites and AI tools, make sure the exit region meets the platform’s requirements. Compare routes under consistent device and app conditions, keep the option that suits your needs, and retest when your network changes. Route types are not a promise of performance.

Coverage includes 100+ countries / 230+ routes. Before choosing a region, check the location requirements of the site or app you want to use, then test routes on your current network. Don’t rely on map distance alone: a nearby exit may not have the best network path, while a farther region may be required by the service. For apps that rely on persistent sessions, try to keep the same exit region after connecting; switching repeatedly may trigger another verification or interrupt your session. Region and route-type details on the site explain the network layout. Actual options are shown in the user panel and the updated client route list. If a region isn’t working, try another route that meets the service’s requirements and note the difference.

Not necessarily. A working route and a platform’s decision to allow access are separate things. Platforms may also consider your account region, exit address, session status and their own usage rules. First check whether regular websites load, then confirm that the client’s exit region meets the platform’s requirements. If you just changed regions, fully close and reopen the app to avoid using an old session. Don’t keep switching between regions while troubleshooting, as that can make the cause harder to identify. If specific content won’t play, the issue may relate to the catalog or your account permissions rather than the route. VPNAudio’s coverage does not guarantee access to every platform or piece of content. If the problem persists, include the platform’s message and the regions you tested in a support ticket.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data resets monthly on the date your plan was activated. If you upgrade mid-cycle, the price difference is prorated for the remaining days. Choose a plan based on the apps you use most and your actual data usage in the account; unlimited simultaneous devices does not mean unlimited data. Video streaming, file transfers and everyday browsing use data differently, so time spent online alone isn’t a reliable way to estimate usage. Before changing plans, check your current plan and order details in the user panel, then review the result shown on the confirmation screen. If you have questions about remaining days or order status, check with support in a ticket before continuing. See the pricing page for all available plans.

Data add-ons: ¥158 for 300GB · ¥358 for 1000GB · ¥658 for 3000GB. Data is available until it’s used up and never expires. Unlike a monthly plan, which resets data each month from the activation date, an add-on lets you use the purchased data over time rather than providing a new allowance each month. “Never expires” doesn’t mean data is replenished after it runs out, and it doesn’t mean unlimited data. Choose based on how consistently you use the service, your actual usage and your budget. You don’t need to choose by device count just because you occasionally add a device. Before proceeding, confirm in the user panel whether you’ve selected a data add-on or a monthly plan. If you already have a plan and want to change it, review the confirmation details first. If you’re unsure how an add-on or plan change will be handled, ask support in a ticket rather than assuming the rules.

We support Alipay / WeChat Pay / USDT. Start payment through the order flow in the user panel and check the selected plan, amount and order status. Don’t send money to payment details that aren’t shown in the order page. If you’ve paid but the plan hasn’t appeared, check the order status and refresh your account details. Don’t pay again or create duplicate orders just because the page hasn’t updated yet. If you need help, include the relevant order details, payment method and time in a support ticket, and redact personal information from screenshots. For USDT payments, follow the network and payment instructions shown on the order page exactly. Don’t enter details based on a guide or an old screenshot. Payment results and any follow-up are subject to order verification.

30-day no-questions-asked refunds. Before applying, review the refund policy for the full terms. Then sign in to the user panel, open a support ticket and identify the order you’re requesting a refund for, along with any relevant details, so the order can be verified. You don’t need to repeatedly delete client configurations to submit a request, and you shouldn’t include your password or full subscription link. If you’re also having connection issues, you can include your device platform, error message and troubleshooting steps, but submit the refund request and connection issue as separate matters. Check the ticket for updates and add any changes to the order status to the same ticket. Any information needed to process a refund will be confirmed during verification. This page does not promise a processing time or add conditions beyond the published terms.