Help with accounts, routes
and refunds

No email address is required. Create an account with a username and password. After opening the user dashboard, check your account details, then view plans or get a client as needed. Use a password you don’t use on other sites, and keep your username somewhere safe. You’ll need both to sign in again after logging out or switching browsers. Never post your password, full subscription link or sensitive payment details in public forums. If you can’t sign in, first check what you entered, then contact support through the available support channel.

You don’t need to choose a plan again just because you’re switching devices. VPNUO supports unlimited devices connected at the same time. Sign in to the same account on your new device, open the downloads section, get the client for your platform and import your subscription. Unlimited devices doesn’t mean unlimited data, so keep an eye on your data balance and plan status in your account. When you stop using an old device, disconnect and remove any saved subscription details. If you think your subscription link may have been exposed, contact support before taking further action.

First, check your plan status in the user dashboard. Then open subscription management in your client, find the imported VPNUO subscription and update it. Check that the route list appears correctly, then choose a route to connect. If the update fails, return to the dashboard and copy the current subscription link again. Make sure you’ve copied the entire link and that the import method matches your client. Don’t use a page URL as a subscription link or overwrite a configuration you’ve edited manually. If you need to import it again, save any settings you want to keep so you don’t lose your custom rules.

Get the client and subscription from the user dashboard. Supported platforms are Windows / macOS / iOS / Android / Linux. After signing in, you can download the client for Android, Windows, macOS and Linux. For iOS, access is subject to the active plan rules shown in the dashboard. Downloading a client and using a subscription are separate steps, so check your plan and data status before connecting. Follow the current instructions in the dashboard. Don’t use installers from unknown sources or give your subscription link to an unfamiliar website to convert.

A subscription update may reload the configuration provided by the service. Local changes made directly to the subscription configuration may be overwritten during the update. To keep rules long term, use your client’s override, rule addition or separate configuration features where available; names vary by client. Save your original settings before making changes. After updating, check the rule order, selected policy group and system proxy status. If you’re not sure which rule caused the issue, restore the standard configuration and test the connection, then add your custom rules back one at a time.

“Connected” usually means the client has started the connection process; it doesn’t confirm that a particular website is reachable. Disconnect and check that your local network can open familiar sites. Reconnect, then check that the system proxy or required tunnel mode is enabled. Next, try another available route and test both your browser and the affected app. If no sites load, start by checking your local network and proxy settings. If only one site fails, note the error and check your rules, DNS results and the site’s own status.

Apps handle the system proxy differently, so a working browser doesn’t mean every app uses the same route. Check whether app routing is enabled in the client and whether a rule sends the affected app directly. Some apps need the client’s tunnel mode to route their traffic. Read the permission prompt before enabling it, and check for conflicts with other networking tools. After changing settings, fully quit and reopen the app. If the issue persists, tell support the app name, operating system, connection mode and error message. Don’t send your account password.

First, work out whether the subscription content can’t be retrieved or whether it’s retrieved but the client can’t parse it. If it can’t be retrieved, check your local network, account status and whether you copied the full link. If the client can’t parse it, confirm that the import method shown in the dashboard works with your client. Avoid copying spaces, line breaks or other text along with the link, and don’t paste it into a search box. If you recently changed clients, follow the dashboard instructions to import the subscription again. If that doesn’t help, keep the error message and describe what you did. Before sharing a screenshot, hide the full subscription URL and sensitive account details.

If you see a parsing error, first check whether you changed the client’s DNS settings manually, then see whether another proxy or network filtering tool is running. Close any conflicting tools, restore the client’s standard configuration and try again. If you still can’t get online after closing the client, check whether the system proxy is still enabled. Disconnect using the client’s normal exit process rather than just ending its process. Once your connection is restored, test your local network again. Don’t keep changing system DNS addresses unless you understand what they do. When contacting support, say whether the problem happened while connected or after disconnecting.

Tell us your platform, client name, the affected app or website, and the error shown in the client. Also include the local network you were using, route name, connection mode, and whether switching routes or networks changed anything. This helps identify whether the issue involves your account, configuration or network path. Check screenshots and logs for sensitive details: hide passwords, full subscription links and payment information. If logs contain browsing records, include only the parts related to the issue. Open your ticket from the user dashboard and add follow-up details to the same ticket.

On the same device, pause background downloads and syncing, then check whether your local network is also noticeably slow. Keep the destination website the same and switch to another route to compare loading and sustained performance. If possible, test on another local network as well. If every route is slow but switching networks helps, check your local connection first. If only one route is slow, temporarily choose another available route. Shared network congestion can affect performance at peak times, so don’t rely on a single speed test or judge stability by the route name alone.

Choose an available route in the dashboard based on the service you’re using and your current network, then compare how they perform in practice. Direct routes typically take a more straightforward path but depend more on the network between you and the exit. Relay routes use an additional access path to carry traffic. IEPL routes focus on transmission over a dedicated link. Route type affects the path and how congestion may impact it, but it can’t determine the result of every connection. For remote work, check whether sessions stay stable over time. For video and audio, look at buffering and playback. See the protocol guide for more detail; there’s no need to switch frequently just for a route name.

VPNUO covers 110+ countries / 160+ routes, but geographic distance is only one factor. Your local carrier’s routing, access method, the destination website’s region and current congestion can all affect performance. You can start with a nearby region, then adjust based on the service you’re using. If a service requires a specific region, check its own regional rules too. The locations page explains regions and route types; the available routes in your account dashboard are the source of truth. Coverage doesn’t mean every route is suitable for every use, so test your choice in practice.

Switching routes can help identify issues with the network path, but results also depend on the platform’s regional policies, your account status and whether the service itself is working. If video buffers, pause other traffic, lower the playback quality and see whether it improves, then compare routes. If an AI tool won’t load, read the on-screen message to distinguish a connection timeout from an account restriction or service outage. A working route doesn’t guarantee access to a particular service or continued availability of content in a given region. Keep the exact error message and avoid repeatedly changing your configuration before identifying the cause.

Latency measures how long a request takes to travel back and forth; it doesn’t fully reflect sustained transfer performance. Downloads are also affected by the destination server, bandwidth contention and connection method. Video calls are more sensitive to packet loss, jitter and changes in your local Wi-Fi connection. Compare routes using the same app and network conditions, and watch for audio dropouts, frozen video or interrupted file transfers. If switching to a wired connection or adjusting Wi-Fi improves things, the issue may be with your local connection. Judge performance by how your actual apps work, not just one test value in the client.

Monthly plans cost ¥9.9/month for 60GB, ¥18/month for 250GB and ¥28/month for 500GB. Data resets monthly on your activation date, not on the first day of each calendar month. Before choosing a plan, estimate your needs based on video and audio, file transfers and work. You can check your remaining data and plan status in the dashboard. If you upgrade mid-cycle, the price difference is prorated over the remaining days. Check the change details shown in the dashboard before proceeding. Don’t infer your reset date from the payment date alone, and remember that unlimited devices doesn’t mean unlimited monthly data.

Data packages are ¥158/300GB, ¥358/1000GB and ¥658/3000GB. They last until the data is used and never expire. Unlike monthly plans, which reset monthly on your activation date, data packages suit users who want to use data as needed. Choose based on how often you use the service, what you transfer and the information shown in the dashboard—not just the total data amount. If you already have another plan and want to change billing options, check the dashboard instructions or ask support how your existing benefits will be handled. Don’t assume plans can be combined, added together or consumed in a particular order.

We accept Alipay / WeChat Pay / USDT. Use the payment option for your current order in the user dashboard, and check the plan, amount and order status before paying. If the page hasn’t updated after payment, return to your orders and refresh, then check whether the payment provider has completed the transaction. Don’t pay again just to refresh your plan benefits. If support needs to check the payment, submit the order details and a screenshot of the payment result in a ticket, hiding any unrelated personal information. Don’t pay using unfamiliar payment details forwarded in a chat. The dashboard and support’s verification are the source of truth for payment and plan status.

VPNUO offers a 30-day money-back guarantee. To request a refund, sign in to the user dashboard, open a support ticket and explain your request, including the order details needed for verification. If you’re also having connection issues, include the error message to help support understand the situation. Read the refund rules in the Terms of Service before submitting, and provide any necessary details in your ticket replies. Don’t post payment receipts or account information publicly. Check your ticket for updates on the review and processing of your refund. No additional processing time or unlisted offers are promised here.

Check your account overview, plan details and order history separately to see whether payment is complete, your current benefits are active and your data has reached its reset date. Monthly plan data resets monthly on your activation date; if you upgrade mid-cycle, the price difference is prorated over the remaining days. Data packages last until used and never expire. If anything is still unclear, explain the sequence of events in the same support ticket and attach relevant screenshots. Don’t create repeated orders to try to fix a display issue, or assume unlisted rules for credits or combining plans, as that can make the review more difficult.