Subscription & Connection Help

No email address is required to create an account—just a username and password. Keep your username accurate and choose a password you do not use on other websites. Before traveling, make sure you can still sign in on your usual devices. Your subscription link also provides access to your account, so do not share it in public documents, group chats, or screenshots. Anonymous, no-logs service is a privacy policy; it does not mean you should share your account password. If you forget your login details, check your password manager and devices where you are already signed in rather than repeatedly guessing. For help, open a support ticket through the user panel. Do not include your password or full subscription link in the ticket.

Sign in to the user panel and check your current subscription status in the account overview, then use the subscription option provided there. In your client, open subscription or configuration management and paste the link or use an available import option. Update it, then check that the route list appears. When routes change, updating your existing subscription is usually enough; you do not need to delete all configurations. If the panel provides a new link, edit the relevant subscription source and update again. Make sure the active configuration is the one tied to that subscription. Do not use your account page URL as a subscription URL or paste the full link into a ticket. If needed, share a screenshot with sensitive details hidden.

VPNTL supports simultaneous use on any number of devices, so changing devices does not require a new plan. Supported platforms include Windows / macOS / iOS / Android / Linux. Sign in to the user panel to get the client and subscription, then import them on the new device. Check connection modes, routing rules, and system permissions separately on each device; access on an old device does not mean the new one is configured. Keep an eye on your account's data usage across devices: unlimited devices does not mean unlimited data. Before handing over or retiring an old device, sign out and remove subscription details so account access credentials do not go with it.

First, check your subscription status and remaining data in the user panel. Then make sure the subscription source saved in your client is complete and does not contain extra spaces, line breaks, or truncated characters. Confirm that you are updating the configuration you actually use, not an old one that has been disabled. If the download fails, check whether you can open the panel on your current network, then try refreshing the subscription. Avoid adding the same source repeatedly, which can make it hard to tell which configuration is active. If the panel shows a normal status but updates still fail, note your client platform, the error message, and what happened, then submit a ticket. Hide access credentials in the link before sharing it; the error text is enough.

A connected status in the client only means the connection process has started; it does not prove that a particular website is reachable. First check that your local network is working, then review the active subscription, selected route, and proxy mode. Test a regular website and the affected site separately to tell a general network issue from a problem with one service. If no websites load, try another route and check your system proxy or network permissions. If only one site fails, check whether a routing rule is sending it direct. Temporarily quit other proxy tools while testing so they do not change system settings at the same time. Change one setting at a time and note what happens before and after to help pinpoint the issue.

Apps can handle network settings differently, so a working browser does not mean every app follows the system proxy. Some apps use their own network configuration; routing rules may also send some connections direct. Check whether the app supports proxy settings, then review how the client matched its rules. Also check whether the app is reusing a session opened before the connection was established. Quit and reopen the app, then test again. If the client offers global proxy or another traffic-capture mode, you can use it for troubleshooting as described in the client documentation, but do not assume it covers every program. On managed work networks, follow your organization's network and device policies.

The client may need system network permission to establish a connection or route traffic. If you decline, the interface may appear active even though setup is incomplete. First verify where the client came from, then read the system prompt and make sure the permission request matches the program you are using. If you previously declined, check the relevant network or privacy permissions in system settings and try connecting again as described in the client documentation. Do not disable system protections or grant permissions to configurations from unknown sources just to troubleshoot. On a managed device, an administrator may need to change permissions. When submitting a ticket, include your system platform and the prompt text rather than only saying the connect button does nothing.

First work out whether the disconnections happen when your local network changes, after the device wakes from sleep, or repeatedly on the same network. Try another route without changing networks, and check whether other network tools are running. In your ticket, include your system platform, client name, selected region, when the issue occurred, the affected app, and what you have already tried. If there is an error message, a screenshot with sensitive details hidden is more useful than simply saying the connection is unstable. Do not send passwords, full subscription links, or logs containing private information. If you need to provide diagnostic logs, check them for account details first and follow the ticket instructions.

Pause local downloads, cloud sync, and other high-traffic tasks, then check whether regular websites are also slow. If your local network is unstable, changing routes may not help; if possible, compare results on another local network. Next, keep the target service and video quality unchanged while switching routes to compare loading and playback. For video, check whether playback stays smooth over time, not just how quickly the page opens. If only one service is slow, its server load or regional restrictions may be a factor. Note when it happened, your location, and what you observed, then report it through a ticket. A single buffering incident does not necessarily indicate an account or plan issue.

VPNTL covers 120+ countries / 150+ routes. Start by checking the target service's regional requirements, then consider how well it works from your current location. A nearby region can be a useful starting point, but it does not guarantee a shorter or more reliable network path. Before starting a long task, test the target website or app and keep the route and region consistent. If access fails in a region, check service eligibility, account status, and network connectivity separately rather than relying on the region name alone. Coverage information on marketing pages describes the overall range; available routes are shown in the user panel and updated subscription list. A region listing is not a guarantee of access to every service.

A connection test usually reflects the response to one request; it cannot describe the full experience of accessing a service. Page loading also involves name resolution, downloading resources, and the target server's response. Video playback and file transfers depend more on sustained throughput. When comparing routes, use the same device, local network, and target service, and avoid changing several conditions at once. Check device load, background sync, and app cache too; not every slowdown is caused by the route. If test results and real-world performance consistently differ, note the task, selected region, and error, then submit a ticket. Numbers displayed in a route list are not speed guarantees.

Not necessarily. AI tools and streaming services may check your exit region, account eligibility, session status, and their own access rules; the network connection is only one part of the picture. Read the service's message and distinguish an unsupported region from an expired login, rate limit, or ordinary connection failure. If you need to switch regions, follow the service's rules and verify access afterward. Avoid repeatedly signing in or retrying. A stable connection cannot replace any subscription eligibility required by the service. See the AI Tools and Streaming pages for troubleshooting tips. VPNTL does not promise permanent availability, freedom from all risk checks, or access to any particular content library based on route coverage.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data packages: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. Packages remain valid indefinitely until used up. If you use the service regularly and prefer a monthly data allowance, compare the monthly plans. If your usage is less predictable and you want unused data to remain available, consider a data package. Think about your video streaming, file transfers, and background sync habits rather than choosing based only on the number of devices. The plans page has full pricing and terms. Before placing an order, confirm the plan name, amount, and data allowance in the panel. Unlimited devices does not mean unlimited data.

Monthly plan data resets each month on the activation date. For an upgrade mid-cycle, the price difference is prorated against the remaining days. Do not assume data resets at the start of a calendar month, or calculate an upgrade as extra data or a new full billing cycle. Before upgrading, check your current subscription, target plan, and the instructions in the user panel. Continue only after confirming the prorated result. If the data display in your client has not changed, refresh the panel and subscription details first to tell a display delay from a billing issue. If the order status and subscription details do not match, keep the order information and submit a ticket so support can check your account records. There is no need to repeat the same action.

Supported payment methods: Alipay / WeChat Pay / USDT. Start the plan and order process in the user panel. Before paying, check the plan details, order amount, and payment instructions shown on the page. After payment, return to the panel to check the order status and subscription details; the route list in your client alone does not confirm that a payment went through. If you have paid but the status has not updated, refresh the order page first. Do not pay again while the status is unclear. If the issue persists, submit a ticket with the order ID, payment method, and proof of payment with sensitive details hidden. Do not use your password or subscription link as proof of payment, and do not send money to an unfamiliar payment destination outside the panel.

VPNTL offers a 14-day no-questions-asked refund. To request one, sign in to the user panel, open a support ticket, clearly state that you are requesting a refund, and provide the relevant order details. Review the full refund terms before submitting. You can describe a connection issue separately; there is no need to keep testing routes before requesting a refund. If you also want help troubleshooting, include your device platform and the error message so support can understand the issue. Check your ticket response and order records for the review, processing status, and outcome. No fixed arrival time is specified on the page, so do not estimate one. Hide unrelated personal information and do not share payment proof or account access details publicly.