FIG 0.1 · DIAGNOSTIC INDEX
Start with the symptoms
Connection issues usually require distinguishing between an outdated subscription, client configuration problems, local network changes, and fluctuations on a single line. For billing issues, rely on the plan, order, and data status shown in the user panel. Expand the relevant category to avoid unnecessary reinstalls and duplicate orders.
FIG 0.2
Account & Subscriptions
Questions about signing up, retrieving subscriptions, updating clients, and using multiple devices.
Do I need an email address to sign up for VPNHG?
No. You can sign up with a username and password. Keep them safe—they are used to access the user panel, retrieve your subscription, view plans, and submit tickets. Your username must be unique, and your password should be difficult to guess.
Where can I find my subscription after activation?
After signing in to the user panel, open the client download or account overview section. Choose the client for your device, then copy the relevant subscription details from the panel. The marketing site does not provide static installers or public subscription URLs; the signed-in user panel is the source of truth.
How do I update my subscription link?
Open subscription management in the client, select your current VPNHG subscription, and run an update. If the update fails, first confirm that your plan is still active. Then copy the subscription details from the user panel again and replace the old entry. After importing, wait for the line list to finish loading before connecting.
Do I need to buy again when I switch devices?
No. You do not need to purchase again when changing devices. VPNHG supports unlimited simultaneous devices, so you can use the same account’s active subscription on Windows, macOS, iOS, Android, and Linux. On shared devices, remove the local subscription and sign out when finished.
How much data is included with a monthly subscription?
Monthly plans include ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Data resets monthly on the activation date. When choosing a plan, consider your mix of everyday browsing, Streaming, and large-file transfers rather than looking only at the plan name.
FIG 0.3
Connections & Troubleshooting
For distinguishing line connections, system proxy settings, routing rules, and mobile background issues.
The client says it is connected, but websites will not load. What should I do?
Disconnect first, switch to another line, and reopen the website. If no websites are accessible, check whether the client has system proxy or VPN mode enabled, and temporarily disable other proxy settings that may also be controlling the connection. If only a specific domain fails, refresh the local DNS cache and try again.
Why can’t the client connect to any line?
Update the subscription first and make sure the line list is not an old cache. Then test by switching among IEPL dedicated lines, relay lines, and direct lines. If you still cannot connect, restart the client and your current network, and check that the system time is correct. When submitting a ticket, include the device platform, line name, protocol, error message, and what happened before the issue appeared.
Why isn’t a particular app using the proxy?
A common cause is that the client is in rule mode, while the app’s domain or connection method does not match a proxy rule. Switch to global mode for comparison. If the app works globally, the issue is likely in the routing rules. Update the subscription and rules, then switch back to the original mode to avoid unnecessary global routing.
What should I do if the connection drops when a mobile app goes into the background?
Mobile operating systems may pause the client when the screen is locked or the app is running in the background. In system settings, allow the client to run in the background and disable battery-saving restrictions for it. Reopen the client and check the connection. If the network has changed, disconnect and reconnect so the client can establish a new tunnel.
What should I do if a subscription update fails?
First confirm that your current network can open the user panel normally, then check that the copied subscription details are complete. Do not manually append characters to the old address. Delete the old subscription entry in the client, copy it again from the panel, and import it. If the plan status is abnormal or the panel is also inaccessible, submit a ticket through the user panel.
FIG 0.4
Speed & Lines
Judge speed using real applications, sustained connections, and the local network—not a single speed test alone.
What should I do if speeds slow down or videos buffer during peak hours?
Lower the video quality first to check whether the issue is sustained bandwidth shortage, then switch to another line in the same region. Compare an IEPL dedicated line with a relay line instead of repeatedly reconnecting to the same line. If several regions are slow, also check whether local Wi-Fi, background downloads, or system updates are using the network.
Should I choose an IEPL dedicated line, a relay line, or a direct line?
IEPL dedicated lines are a good choice when cross-border link stability is the priority. Relay lines can improve the connection path in some network environments. Direct lines use a more straightforward path, but their performance depends more on the local carrier and destination. Base your choice on sustained results on your current network.
How should I choose a region when there are many lines?
For everyday browsing, start with a nearby region that offers a stable connection. For Streaming or AI Tools, choose a line that supports the service you need. VPNHG covers 110+ countries / 170+ lines, so it helps to keep an alternative line in the same region and switch when the connection becomes unstable.
Why is real-world use still slow when a speed test looks good?
A single speed test reflects one test server and the route at that moment; it does not represent the complete path to your target website or app. The actual experience is also affected by local wireless conditions, the destination service’s response time, line congestion, and background tasks. Use sustained tests with real workloads and compare stability across lines.
How should I troubleshoot frequent connection drops?
First check whether the drops occur only on a particular network, line, or client. Test a fixed network and a backup line separately to narrow down the cause. On mobile devices, check background permissions. On desktop devices, check sleep and wake behavior, network changes, and whether other networking tools are also taking control of the connection.
FIG 0.5
Billing & Refunds
Monthly subscriptions, data packs, plan upgrades, payments, and refunds follow different procedures.
When does monthly subscription data reset?
Monthly subscription data resets each month on the activation date rather than on a calendar-month schedule. You can view the current plan and data status in the user panel. If the client has not synced near the reset time, update the subscription and reload the account information.
Does a data pack reset every month?
No. Data packs remain valid until used and never expire. They are available as ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. Unlike monthly subscriptions, which reset on the activation date, data packs suit users with irregular usage who prefer to pay for actual consumption.
How does a mid-cycle monthly plan upgrade work?
For a mid-cycle monthly upgrade, the price difference is prorated across the remaining days. Before proceeding, check the current plan status and available options in the user panel, then confirm the upgrade. Afterward, update the client subscription so the new account status and line information sync locally.
What payment methods does VPNHG support?
Alipay / WeChat Pay / USDT are supported. Use the payment entry shown in the user panel when placing an order. If the order status does not update promptly after payment, do not create the same order again. Return to the orders area to check its status, then submit a ticket with the order details if the issue continues.
How do I request a refund?
VPNHG offers a 60-day, no-questions-asked refund. To apply, sign in to the user panel and submit a ticket identifying the order you want refunded, including recognizable order details. Keep the ticket record after submitting; status updates and the final result are provided in the user panel.