Frequently Asked Questions

No email address is required. Create an account with a username and password. After signing in to the user dashboard, save your login details and review the plans based on your needs. Use a password manager, and don't store your password or subscription link in public notes or shared chats. Not needing an email address doesn't mean you can neglect account security: you'll need your account to sign in, view orders, access your subscription and submit support tickets. If you can't sign in, check your keyboard input and capitalization, and make sure you're not using an account for another service. If the problem persists, find the dashboard support option on the contact page. Never include your full password in a support request.

Sign in to the user dashboard and find your subscription details in the account overview. Then import the subscription using a method supported by your client. To refresh the route list, open the subscription or configuration manager in your client and update the current subscription. Once the update finishes, make sure the correct configuration is selected. Menu names vary by platform; see the Quick Start guide and dashboard instructions for details. If the update fails, check your plan status and local internet connection, then make sure the copied link has no missing characters, extra spaces or line breaks. Treat your subscription link like an account credential. Don't share the full URL when troubleshooting or import replacement links from unknown sources.

There is no limit on the number of devices that can be online at once. You don't need to change plans just because you switch devices. Sign in to the user dashboard on the new device, then get your subscription and import it into a client using the instructions for that platform. VPNNV supports Windows / macOS / iOS / Android / Linux; check the dashboard for the available client downloads. The device limit doesn't change your plan's data rules: monthly subscription data resets each month on the activation date, while data packages remain available until used and never expire. When you stop using an old device, remove its saved subscription configuration to keep credentials from being passed on with the device and to make it easier to see which devices are still using data.

Client downloads are available in the user dashboard. Sign in to access your subscription; download access depends on the active plan shown in the dashboard. The marketing site links to the dashboard but doesn't provide standalone installers or public subscription URLs. In the download area, make sure you've selected the operating system for your device, then follow the on-page instructions to install the client and import your subscription. If an installed client won't connect, there's no need to download it again right away. First check your plan status, current configuration and selected route. If dashboard access doesn't match your order, submit a ticket with your platform, the dashboard message and relevant order details. Don't include subscription credentials in attachments.

A connected status usually means the client completed its connection process, not that every request to a website will succeed. Disconnect the proxy first and check that your local connection can reach familiar sites. Reconnect, then verify the selected subscription configuration and route. Test your browser and the affected app separately to see whether the issue is widespread or limited to one service. If only one site fails, check that service's account status, regional requirements and on-screen messages rather than assuming the route is down. If multiple apps fail, refresh the subscription, try a route in another region and check whether another proxy tool is running at the same time. Change one thing at a time and note the result.

Browsers and other apps may use different network paths. Some follow the system proxy, others need separate settings, and client routing rules can also affect traffic. Check whether your client is using rule-based routing or global mode, then see if the target app is set to connect directly. If the client offers a system-level traffic capture option, read the platform instructions before deciding whether to use it. Don't enable unfamiliar settings at random. After changing settings, quit and reopen the app so it doesn't reuse its previous connection. If the issue persists, note the app, operating system, current mode and error message, then ask for help through a support ticket. Don't share your app account password.

First, check in the user dashboard that your subscription details appear correctly and that your plan is active for use. Then make sure the subscription URL saved in your client is complete and doesn't include instructions or extra spaces. If the dashboard shows updated subscription details, refresh the client configuration as instructed instead of reusing a URL from an old screenshot. An empty list may also mean the client has filtered out the routes; clear the filters and check again. Before deleting an existing configuration, make sure you can retrieve the subscription again so you don't lose useful troubleshooting information. If the update still fails, save the error message and details about when it occurred. Mask account credentials in the URL before submitting a ticket.

Include your operating system, the client's current mode, the route region you selected, the affected app or website, and whether the issue occurs before or after connecting. Include a readable error message and list what you've already tried, such as refreshing the subscription, switching routes or restarting the app. If the problem occurs only on a particular network, mention that too so support can distinguish local connection issues from problems with the target service. Keep enough context in screenshots to make them useful, but hide sensitive credentials, the full subscription link and payment details. After submitting a ticket through the user dashboard, add updates to the same ticket to keep the conversation in one place instead of submitting the same details again.

VPNNV covers 120+ countries / 220+ routes. Use the route list to review regions and route types; the routes actually available to your account are shown in the user dashboard and the latest client subscription. Coverage figures don't guarantee access to any particular website. Consider the service's regional restrictions, account requirements and your local network when choosing a route. If you can't find the region you expect in the client, refresh your subscription, clear any region or use-case filters, and confirm that the current configuration is for VPNNV. Don't infer unlisted cities, dedicated exits or support for specific platforms from a country name alone. If you need to confirm availability, describe your use case in a support ticket.

IEPL, relay and direct describe different route arrangements, not a fixed ranking for every use case. In general, dedicated links focus on how the connection is provisioned, relay routes forward traffic through an intermediate node, and direct routes use fewer relay steps. Actual performance still depends on your local network, destination region and time of day. Start by identifying the region your target service requires, then compare the available route types in practice. For work, consider connection stability; for gaming, responsiveness; and for video, uninterrupted playback. Don't infer bandwidth, exclusivity or platform support from a route name alone. Check the dashboard for confirmed details. For more on how routes work and how to choose, see the route selection guide.

Pause background downloads, syncing and video uploads first, then see whether your local connection is also loading slowly. If possible, compare a wired connection with Wi-Fi, or switch networks on the same device to see whether the problem follows your local network. Next, keep the target app unchanged and try other routes in the same region, followed by another suitable region. Avoid changing several things at once. If only one app is slow, check its service status and account messages too. Peak-time performance varies with network conditions, so a route name is no substitute for testing. When asking for help, include when it happened, your network environment and what changed after switching routes; this is more useful than simply saying the connection is slow.

Choose a route for the task at hand rather than assuming one route in a region will work equally well for every service. AI tools may depend on exit region and account requirements; streaming availability depends on content regions and platform rules; and gaming is more sensitive to the location of the game server and network path. Check the target service's regional policies, choose a suitable route and test it in the app. If a service reports that your region isn't supported, check your selected exit and account settings instead of repeatedly refreshing the page. VPNNV's route coverage isn't a guarantee of access to every third-party platform. For unlisted dedicated exits, concurrency or specific content regions, rely on the available details and the service's own rules.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB and ¥28/month for 500GB. Data resets monthly on your activation date. If you upgrade mid-cycle, the price difference is calculated based on the remaining days. Choose based on your main use and how often you use the service, not price alone. Once your plan is active, check the dashboard for plan and data details. Resets are based on your activation date, not the start of the calendar month. Before upgrading, review the price difference and remaining-days information in the dashboard to make sure it suits your needs. No quarterly or annual plans are listed, so don't convert monthly prices into estimates for other billing periods. See the plans page for full pricing.

Data packages are ¥158/300GB, ¥358/1000GB and ¥658/3000GB. They last until the included data is used and never expire. The main difference from a monthly plan is how billing and data usage work: monthly plan data resets on your activation date each month, while a data package remains available as you use its included data. If your usage varies, compare the two options based on your needs. If you use the service regularly, keep an eye on your monthly consumption. “Never expire” describes the data package's validity; it doesn't mean you can keep using it after the data runs out. If your account includes multiple plans or data packages, check the dashboard for their status. Don't assume how they combine, which one is used first or whether they can be converted. Submit a support ticket if you need clarification.

Alipay / WeChat Pay / USDT are supported. Choose a plan in the user dashboard, follow the payment steps shown on the order page, and verify the selected plan and amount. After paying, return to the dashboard to check your order and plan status. Don't assume an order is complete just because the payment page has closed. If the payment service shows success but the dashboard hasn't updated, refresh the page and make sure you're signed into the account associated with the order. Don't pay again until you've checked. If the discrepancy persists, submit a ticket with the order details and payment status, including proof of payment if needed. Hide payment information that isn't relevant to verification in any attachments. Use the payment link and instructions on your current order page, not an address forwarded by someone else.

VPNNV offers 60-day no-questions-asked refunds. To request one, sign in to the user dashboard and submit a ticket with your refund request and the relevant order. Review the terms on the refund policy page. You don't need to cite a connection issue to request a no-questions-asked refund, but identifying the order clearly helps with verification and keeps the request separate from plan questions. Follow up in the same ticket and provide any additional information requested. Don't use your password or full subscription link as proof. Check the actual support response for the refund status and payment processing; no fixed processing time is stated, so don't assume one. If you're still deciding, review the plan details and refund policy, then choose based on your needs.