Help Center

No email address is required. Create an account with a username and password. Save your login details in a trusted password manager, and make sure you save your account username—not a route name from your client. Use your account to view plans, access your subscription and submit support tickets; connecting through a client is separate from signing in to the user panel. If you can’t log in, check your keyboard settings, letter case and any spaces copied with your details, then make sure you’re on the VPNBack user panel. Never include your password in a ticket or a public screenshot. If you can’t access the panel, check the support page for the currently available contact options.

Sign in to the user panel and check the subscription link currently shown for your account. Then open your client and use the update or refresh option for that subscription. If you’re just refreshing the route list, try updating the existing subscription first instead of repeatedly creating new configurations. If the subscription URL in the panel has changed, replace the old URL in your client or import the subscription again, then make sure the new configuration is enabled. If the update fails, note the error shown in the client and check your local network and plan status. Subscription URLs contain account credentials, so hide the full URL in screenshots and never send it to someone else for troubleshooting.

VPNBack allows unlimited devices to be connected at the same time, so switching devices doesn’t require choosing a new plan. Sign in to the same account on your new device, get the client for that platform, and import your subscription using the instructions in the user panel. Unlimited devices refers to the number of connected devices, not unlimited data; check your current plan and data allowance when using the service. If you’re no longer using an old device, remove its saved subscription and sign out, especially before handing it to someone else. If the routes on your new device look different, first check that you imported the current subscription for the same account.

Supported platforms: Windows / macOS / iOS / Android / Linux. Download clients from the user panel; sign in to view your subscription. After signing in, you can get clients for Windows, macOS, Android and Linux. The iOS download requires an active plan. Once installed, follow the panel instructions to import your subscription—installing the client alone doesn’t load your account’s routes. If your system asks you to approve permissions, first verify the source of the action and the file. If installation or import fails, keep the exact error message and your system name for your support ticket. Don’t submit a complete configuration file containing subscription credentials.

A connected status only means the client has established a connection; you still need to check whether the target traffic is actually going through the selected route. First check the active subscription and route, then use an IP lookup page to verify the exit region. Test your browser and the affected app separately to determine whether the issue affects the whole connection or just one app. If your exit region hasn’t changed, check whether the system proxy, client connection mode and required permissions are active. If it has changed but the site still won’t load, note the site’s error, try a backup route and reload the page. Change one setting at a time so you can tell what made a difference.

Apps can use different network paths. Some follow the system proxy; others need a different traffic-routing method provided by the client. Routing rules may also send a domain directly. Check the client’s rules and mode for a direct-connection setting that applies to the app, then make sure the system has granted the required connection permissions. If the client supports global mode, try it temporarily to tell whether the issue is with the rules or the route, then switch back to a mode that suits everyday use. After changing settings, close and reopen the app so it doesn’t keep using an existing connection. If it still fails, include the app name, error message and what you’ve already tested in your support ticket.

Make sure you copied the subscription link from the user panel, not the panel’s sign-in page or a sample link from a guide. Check for extra spaces or line breaks, and make sure a messaging app hasn’t truncated the link. Confirm that your client supports the import method you selected. If the client already has a subscription with the same name, check whether the error occurred while creating a new configuration or updating the existing one, so you don’t delete something that still works. Then check your local network and account plan status. For a support ticket, include the client and system names, the steps you took and the exact error message. Hide the credentials in the subscription URL; never post the full link as troubleshooting material.

After your device wakes from sleep, switches Wi-Fi networks or moves to a different network environment, the old connection may have stopped working before the client interface catches up. First make sure your device can access the local network, then disconnect and reconnect to the current route in the client. If that doesn’t work, try a backup route and reopen the affected app. On desktop, check that the proxy settings still point to a running client. On mobile, check background activity and connection permissions. During troubleshooting, keep only the connection tool you’re currently using to reduce proxy conflicts. In your ticket, mention whether the disconnection happened after waking from sleep or switching networks.

Check the route and your local network first; don’t assume slow speeds are caused by your plan tier. Pause bandwidth-heavy tasks on your devices, compare the current and backup routes using the same content, and note when the slowdown occurs. You can compare the IEPL, relay or direct routes shown in your client, but a route type doesn’t guarantee a particular speed on your network. If switching routes noticeably helps, keep the one that works better. If all routes perform similarly, check your Wi-Fi signal, local network and the target service. Choose a plan based mainly on your data needs; more data doesn’t necessarily mean a faster connection.

Route types describe how a connection is routed. Choose based on the routes actually listed in your client and how the target app performs. IEPL, relay and direct routes use different paths, and your local carrier, time of day and destination region can all affect the experience. Start with a route for the region you need, check that pages load and you can sign in and use the service reliably, then keep a backup route that works well on your network. Don’t judge a route by its name or draw conclusions from a single page-load test. For more on route differences, see the buying guide. When troubleshooting, noting the route name and target service is more useful than simply saying the connection is slow.

VPNBack offers 110+ countries / 240+ routes, but broad coverage doesn’t mean every route can access every third-party service. AI tools and streaming platforms may consider your exit region, account details, existing sessions and their own policies. Check which regions the service currently supports, choose a matching exit region and verify it with an IP lookup. After switching routes, reopen the app and check whether an existing session is still using the previous region. If the service still shows a restriction, its current decision takes precedence. You can include the service name, exit region and exact error in a support ticket; don’t send third-party account passwords or payment details.

VPNBack uses the term “bank-grade encryption” to describe connection security, but encryption and whether a particular app works are separate matters. It doesn’t mean every website will load normally. To compare routes, keep your device, local network, target content and client mode as consistent as possible. Check whether the connection is established, the page loads fully and the connection remains stable during use. Don’t judge the whole experience by a single download test, and don’t change routes and routing rules at the same time. If a route repeatedly has the same issue, note its name, when the issue occurs and what error you see, then report it in a support ticket so the actual path can be investigated.

Monthly plans: ¥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 prorated for the remaining days. Check the activation and reset dates shown in the panel rather than estimating based on the calendar month. Choose a plan based on your usual usage; video, file transfers and multiple devices can all affect data consumption. To upgrade, check your current plan and the upgrade details in the panel before confirming. Don’t rely on an old screenshot to determine your account status. See the plans page for full pricing; your actual usage is shown in the panel.

Data packs cost ¥158/300GB, ¥358/1000GB and ¥658/3000GB. They last until the data is used and never expire. Monthly plan data resets on your activation date. When choosing, consider whether you need ongoing monthly service or a data balance for occasional use. Monthly reset rules don’t apply to data packs. If you already have another plan on your account, read the current instructions in the panel before switching. This page doesn’t specify whether plans can be combined, whether data balances can be merged or which balance is used first. If you’re unsure how to switch from your current plan, submit a ticket with your plan details and intended use before making a change.

Supported payment methods: Alipay / WeChat Pay / USDT. In the user panel, confirm your selected plan and order, then follow the checkout instructions to pay. If the payment provider shows success but the panel hasn’t updated, return to the original order to check its status, then refresh your account page and confirm the plan. Don’t pay again just because the page hasn’t updated. If you still can’t match the payment to your order, submit a ticket with your panel order details, payment method and a verifiable proof of payment, hiding unrelated personal information. Never send your account password in a ticket or use payment details from pages outside the user panel. For USDT, follow the instructions shown on the current checkout page.

VPNBack offers a 7-day no-questions-asked refund. To request one, sign in to the user panel, open a support ticket, explain that you’re requesting a refund and provide the relevant order details. Read the refund terms in the Terms of Service for details on eligibility. If your request is related to a connection issue, you can include your system and client names and describe the problem. Don’t send your account password, full subscription URL or unrelated payment details. Check updates in the same ticket rather than opening multiple tickets about the same issue. If you can’t sign in to the panel, check the support page for current contact options. This page doesn’t promise any additional processing or response time.