Support & FAQs

No email address is required—just a username and password. After opening the user panel, follow the prompts to set them up and make sure you’ve saved them before leaving the page. A password manager can help you keep your login details safe; avoid reusing passwords from other sites. Use your account to view plans, get your subscription and submit support tickets. The subscription link is for importing into a client, not for logging in. If you can’t sign in, check your keyboard input, capitalization and any extra spaces copied with your details, then make sure you’re on the VPNTee user panel. Never post your password or full subscription link in a public forum.

Windows, macOS, iOS, Android and Linux are supported. Find the client download link in the user panel. After signing in, open the downloads page, choose your device’s platform and follow the requirements and instructions shown there. The panel determines eligibility for iOS downloads. Installing the client does not import your subscription: sign in to get it, then follow the client’s instructions to import it, choose a route and connect. The first time you use it, open a regular webpage to confirm your local network is working before testing services that require cross-border access. If your plan appears in the panel but no routes show up in the client, check that the subscription imported successfully rather than reinstalling the client repeatedly.

If the route list hasn’t changed, find your current VPNTee profile in the client’s subscription or configuration manager, update the subscription, then check the route list again. If the update fails, make sure your local network can reach the user panel and check your plan status and traffic allowance. You don’t need to edit the link for a routine update. If the subscription address in the panel has changed, import the new address and confirm that the new profile is active. Before deleting the old profile, check for any custom split-tunneling rules you may want to keep. Subscription links grant access, so hide the full address in screenshots and support requests.

There’s no device limit for simultaneous connections, so switching devices alone doesn’t mean you need another plan. Sign in to the user panel on the new device, get the client for its platform and import your subscription. Unlimited devices doesn’t mean unlimited traffic, so check your plan’s allowance and keep an eye on downloads, video playback and background syncing across devices. When you stop using an old device, sign out and remove its saved subscription profile, especially before handing it over. Don’t store your full subscription link in a public cloud drive or forum for convenience. If you think someone else has obtained it, contact support through a ticket in the user panel to ask about next steps.

Disconnect first and check that your local network can open regular webpages. If the local connection itself is having issues, resolve those first. Next, sign in to the user panel and check your plan status and traffic allowance. Update the client subscription and confirm that selectable routes appear in the profile. Try another route, and check whether the client has the network permissions required by your system. If you’re running another proxy or network-routing tool, temporarily quit it to check for conflicts. If you still can’t connect, note the exact error, platform, route name and network environment where the issue occurred. Change one thing at a time so that reinstalling, changing rules and switching networks all at once doesn’t make the cause harder to identify.

If a browser can reach a site, that only confirms that the browser’s relevant requests are working; it doesn’t mean every app is using the same route. Check whether the client is in rule mode, using the system proxy or handling network traffic another way, then see if the app is set to connect directly or excluded. Some apps don’t follow the system proxy, and others may keep connections opened before you switched routes. Fully quit and reopen the app, then check the client’s connection log. For work devices or managed networks, check the applicable usage rules first. Don’t disable system protections just to connect one app; adjust the proxy scope according to the client’s instructions.

A connected status usually means the client has established a connection, but whether a particular app uses that route also depends on split-tunneling rules and system settings. Compare the public IP’s location information before and after connecting, then open the site or app you actually want to use and check for a corresponding connection in the client. Keep the app and destination the same during testing so a cached page isn’t mistaken for a fresh result. If the browser and other apps behave differently, review the proxy scope and per-app rules. Interpret DNS checks in the context of how the client handles traffic; a region label on one test page alone can’t show the full traffic path. Compare multiple results.

Sign in to the user panel and open the support ticket page. Start by describing the specific issue, such as a failed subscription update, an app that won’t load or a route that disconnects. Include your device platform, the client version shown, route name, network environment, approximate time the issue occurred and the troubleshooting steps you’ve already tried. If only one service is affected, say whether other sites are working to help distinguish a route issue from a problem with the service itself. Keep the full error context in screenshots, but hide passwords, subscription links and sensitive payment information. Don’t repost the same details on public pages; add updates to the original ticket so the troubleshooting history stays together.

IEPL dedicated lines, relays and direct connections describe different ways of routing traffic; they aren’t a universal speed ranking. An IEPL dedicated line typically uses a dedicated link for part of the connection. A relay routes traffic through an intermediate node, while a direct connection connects straight to the destination route’s endpoint. Your experience also depends on your local carrier, time of day, destination service and network congestion. Compare options on the same network and against the same destination. Check whether calls stay stable, pages load smoothly and videos play without repeated buffering rather than judging by the route name alone. Available route types are listed in the user panel; their names don’t guarantee bandwidth or uninterrupted service.

First, check whether only cross-border access is slow. If regular webpages are sluggish too, check your local network, Wi-Fi signal and background downloads. If local access is fine, keep the destination service the same and test another route; compare route types if needed. For video, pause other high-traffic activities. For calls, watch for audio dropouts, frozen video and reconnections rather than relying on how quickly a webpage loads. Avoid switching regions repeatedly and signing in to the same service several times in quick succession, as this can cloud your troubleshooting or trigger account checks by the service. If the issue recurs around the same time, note the route, network environment and app behavior, then submit a ticket so you can compare results over time.

A route connecting successfully and a streaming service playing content are two different things. Netflix, Disney+, YouTube and HBO may be affected by your account’s region, content licensing, service policies and how the service identifies your connection. The catalog shown and the ability to play titles may not change at the same time. First make sure your account works with the service, then test the specific content using a route in the region you need. Being able to open the home page doesn’t mean all content will play. If you see a proxy or region error, note the exact message, route name and title, then check the streaming support page. HD playback also depends on your local network and device; route coverage alone can’t predict playback quality.

Coverage includes 110+ countries and 170+ routes. Check the user panel for currently available routes. Visit the routes page to see regions and route types, then choose based on what you need to access. A shorter geographic distance doesn’t necessarily mean a better end-to-end path: local carrier routing, relay paths and the destination service’s location all affect performance. For everyday browsing, compare connection success and page response. For meetings and collaboration tools, check whether they stay smooth over time. If you need region-specific content, check the service’s own regional rules. A region name doesn’t guarantee support for a particular city or content; verify it in practice.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Traffic resets monthly on your activation date. Mid-cycle upgrades are prorated by the remaining days. Choose a tier based on how you use traffic for video, file transfers and everyday browsing; a higher price doesn’t necessarily mean every app will be faster. Check your activation date and the details in the user panel for the reset date rather than assuming it resets at the start of each calendar month. Before upgrading, review your current plan, the target tier and the result shown in the panel. If you have questions about the prorated amount, ask through a support ticket before proceeding rather than calculating it from the traffic difference yourself.

Data packs remain valid until used and never expire. Prices: ¥158 for 300GB · ¥358 for 1000GB · ¥658 for 3000GB. Monthly plan traffic resets on your activation date; data packs may suit less regular usage where you’d rather use traffic as needed. Choose based on how often you use the service and how much traffic you consume, not just the one-time payment. A data pack that never expires is not unlimited traffic, and monthly reset rules don’t apply to data packs. If you already have another plan, check how the new purchase will take effect in the panel. Ask support through a ticket if you’re unsure how plans can coexist, switch or use traffic; don’t assume they stack.

Alipay, WeChat Pay and USDT are supported. Start payment through the order flow in the user panel, and check the plan and amount on the order. After paying, return to the panel to check the order and plan status. Don’t assume your plan is active just because the payment page closed or you have a screenshot. If payment shows as complete but the panel hasn’t updated, refresh the order page and make sure you’re signed in to the account that placed the order. Don’t pay again until you’ve checked the details. If you still have questions, submit a ticket with the order ID, payment method and a screenshot of the result, hiding any information not needed to investigate. For payment issues, rely on the order record and support response; don’t use payment links forwarded by someone else.

14-day no-questions-asked refunds. To request one, sign in to the user panel, open a support ticket, clearly state that you’re requesting a refund and include order details that will help us locate it. See the Terms of Service for the full terms and eligibility. A connection issue isn’t a prerequisite for a no-questions-asked refund. You can mention any problems with your experience, but keep the refund request separate from technical troubleshooting. Before submitting, check that the account and order match, and don’t share your details in a public forum. Refund progress is reflected in ticket replies and payment provider records; this page makes no additional promise about processing time. If you can’t sign in, first check your saved username and password. Don’t post sensitive order details on other pages.