Frequently asked questions

No email address is required. Get started with a username and password. Open the user panel and follow the prompts to set them, then store your login details in a trusted password manager. Your username identifies your account; your subscription link lets your client retrieve its configuration. Keep both secure. Don’t post account pages, subscription QR codes or full links in public forums. If you need to share a screenshot for troubleshooting, redact these details first. If you forget your password and can’t access the panel, use the support option there to explain the situation. Any action will depend on account verification. Never give your password to someone else to try on your behalf.

Sign in to the user panel and find the subscription link in your account overview. Then import it using the method provided by your client. If you’ve already imported it, locate the corresponding subscription in the client and update or refresh the configuration—not just the route test results. Once it’s updated, make sure the client is using that configuration, then select a route and connect again. If retrieval fails, check your account status, make sure you copied the full link, and confirm that you can access the panel on your current network. Don’t add spaces around the link or change its parameters. If the update still fails, save the error message and open a support ticket. Never include the full subscription link in a public screenshot.

There’s no device limit on simultaneous connections, so switching devices alone doesn’t mean you need a different plan. VPNZW supports Windows / macOS / iOS / Android / Linux. Check the client download section of the user panel for compatible options. You can download and sign in to clients for platforms other than iOS without purchasing a plan; iOS access depends on the eligibility shown in the panel. Sign in to retrieve your subscription. After importing the configuration linked to your account on the new device, check the selected route and proxy mode, then confirm that access works as expected. If you share an account across devices, keep an eye on overall data usage. Unlimited devices doesn’t mean each device gets a separate data allowance, or that your account details are safe to share publicly.

Your subscription link contains information that lets clients retrieve your account configuration, so treat it like a sensitive credential. If you accidentally share it, remove the public post and stop forwarding it. Then check the user panel for an option to reset your subscription. If available, follow the prompts and replace the link in any clients you still use, then update their configurations. If you can’t find the option, ask for help through a support ticket. Don’t keep sharing the old link for others to test. Deleting a configuration from one device does not invalidate a link that has already been exposed. After taking action, check for unusual data usage and remove unneeded configurations from old devices to avoid accidentally using the old subscription.

First, disconnect the proxy and check that your local network can access websites that normally work. If the basic connection is down too, troubleshoot your network first. Once it’s working, sign in to the panel to check your plan status and remaining data. Update the client subscription and make sure you’ve selected a valid configuration. Then check that the client has the required network permissions and that no other proxy or network tool is running at the same time. Note your current settings, then try a different route or local network to see whether the problem changes. Change one thing at a time to narrow down the cause. If it still fails, note your operating system, client, route name and exact error message, then continue troubleshooting through a support ticket.

A connected status usually means only that the client has established a connection; it doesn’t confirm that a webpage is using the intended route. Try another website to see whether all pages are affected or just one. Then check whether the system proxy is enabled, whether your browser has its own proxy settings, and which routing rules the client is using. If you see a DNS error, check for conflicting DNS settings in the system and client. Follow the client’s instructions to restore consistent settings, and avoid changing multiple DNS options at once. After switching routes, retry the request; if needed, close the old tab and open a new one. If only one site refuses access, check its account requirements, regional restrictions and error message.

Different apps may use different network paths. Some follow the system proxy, others have their own settings, and client routing rules may send some traffic directly. First check whether the app’s domain matches the intended rule, then see whether the app has a separate proxy setting. If your client offers an enhanced network capture mode, read the permission details and enable it as required by your system before testing. Don’t treat global mode as a permanent fix. You can use it temporarily to check whether routing rules are the issue, then switch back to rules suited to everyday use. After changing settings, quit and reopen the app so new connections use them. When opening a support ticket, include the app name and what happens, but never share your account password.

First, note whether disconnections happen when you lock the screen, switch networks or send the app to the background. If so, check your system’s background activity, battery-saving and network permission settings for the client, and allow the background activity it needs. Check whether another network tool is taking over the connection, and avoid running conflicting configurations at the same time. As a comparison, keep the client in the foreground on the same network, then switch local networks to see whether the issue is related to your connection environment. If it keeps reconnecting, don’t change every setting at once. Note what triggered the issue, when it happened and any client error messages. If it only happens on a particular route, include its name in your support ticket.

Keep the device and destination service the same. Check how one route performs on your current network, then compare it with another route. If several services slow down at once and switching routes helps, the original route may be the issue. If all routes are slow, try a different local network to check your connection environment. Pause background transfers that use bandwidth so local congestion isn’t mistaken for a route problem. At peak times, judge a route by how it works for your actual tasks, not just the latency shown in the client. For video calls, check that audio is continuous; for webpages, check loading and responsiveness; for downloads, check sustained transfer. If the problem recurs at a certain time, include the time, network environment and comparisons you’ve tried when you contact support.

These labels describe how an international route is set up; they don’t imply a fixed ranking for every use case. IEPL uses a dedicated path, a relay routes traffic through an intermediate node before the exit, and a direct route uses a more direct path. Actual performance still depends on your local network, destination region and current route conditions. Choose an exit region that meets the target service’s needs, then compare connection quality and sustained performance across available routes. VPNZW covers 90+ countries / 150+ routes. The options available to you depend on the configuration currently loaded in your client. For meetings or long-running tasks, favor a route you’ve verified as stable and avoid switching exits while the task is in progress.

Latency measures how long a request takes to make a round trip; it’s not the same as sustained transfer capacity. Web browsing, meetings, downloads and video streaming each have different network requirements, so one test can’t capture the whole experience. When comparing routes, keep the device, network, destination service and test conditions as consistent as possible. Check whether the connection stays stable, requests time out and your actual tasks work. A failed client test may be caused by the test destination and doesn’t necessarily mean all access is unavailable. Route status on the page is for reference only; actual app performance matters most. When contacting support, share your test method and specific symptoms—it’s more useful than simply saying it’s slow.

Check the destination service’s supported regions, account requirements and usage rules before choosing an exit. A working network connection doesn’t mean your platform account is eligible to access the service. Bank-grade encryption doesn’t change a platform’s regional policies or account rules. For AI tools, web access and API requests may use different configurations, so check each path separately and try to keep the exit consistent during long-running tasks. For streaming, content availability depends on the content region, account status and route conditions; a route’s region label alone doesn’t tell you what you can watch. If a service returns an error, save the exact message and compare with another route. Avoid switching regions repeatedly, which can make the cause harder to identify.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data resets monthly on your activation date. If you upgrade mid-cycle, the price difference is prorated against the remaining days. Before choosing a plan, estimate your typical usage for browsing, meetings, video and file transfers rather than basing it only on the number of devices you use at once. Check plan details, remaining data and account status in the user panel. As your reset date approaches, the billing cycle shown there is the source of truth. If you plan to upgrade mid-cycle, review the prorated amount shown on the page and confirm it before proceeding. Monthly plans don’t reset on the first day of each calendar month, and the price difference shouldn’t be treated as extra data.

Data packages: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. Data stays available until used and never expires. Monthly plans reset data each month on the activation date, making them suitable if you prefer to manage usage monthly. A data package may suit you if your usage is irregular and you want unused data to remain available. Choose based on your usage patterns, not just the price figures for different billing options. If you already have a plan and want to use a different billing option, check the applicable rules in the panel first. If anything is unclear, ask through a support ticket instead of assuming the options can be stacked, combined or deducted in a particular order. See the full plan details before making your choice.

Alipay / WeChat Pay / USDT are supported. Go to checkout from the plans and orders section of the user panel, then follow the instructions and amount shown for your current order. If your account status hasn’t changed after payment, return to the orders page and refresh it. Check the order status and payment result before trying to pay again. If the payment provider shows the payment as complete but the order hasn’t updated, open a support ticket with the order ID, payment method, payment time and a redacted payment receipt. Include only the information needed to verify the transaction—never your password or full account details. Don’t send payment to an address shared temporarily in a chat. Check the panel for updates on the request.

VPNZW offers a 30-day no-questions-asked refund. To request one, sign in to the user panel and open a support ticket. Say that you’d like a refund and include the order ID so the team can check the payment and account details. Read the refund section of the terms of service for eligibility and requirements. If you’re also having connection issues, you can include the error message to help with troubleshooting, but there’s no need to write a detailed technical report. Add any follow-up information to the original ticket to keep the conversation together. Refund method, progress and receipt of funds depend on the outcome of your request; no processing or arrival time is promised on this help page. If you need to provide supporting documents, redact personal information unrelated to the order first.