Frequently Asked Questions and Troubleshooting Order

No email address is required. Register with a username and password, and keep both credentials safe. If you change browsers or devices, use the same credentials to sign in to the user panel and view your plan status, subscription details and client access.

A monthly subscription suits regular use, with its included data resetting each month on the activation date. A data package suits irregular usage and remains available until the data is used, with no expiry. Review your typical use cases, then choose based on usage frequency and data needs rather than the one-time price alone.

First sign in to the user panel and confirm that your plan is still active. Then open the subscription management or configuration update section in your client, update it and select a route again. If the client still shows old content, delete the old local configuration, retrieve the subscription again from the user panel and import it. Do not share the subscription link with others.

No. You do not need to select a plan again when changing devices, and EQVPN supports unlimited devices. Sign in to the user panel on the new device to obtain the client and subscription details for that platform. To avoid configuration mix-ups, disable old configurations you no longer use and give each device a clear configuration name.

Windows / macOS / iOS / Android / Linux are supported. Client downloads and subscription access are available through the user panel; sign in and choose your current platform. Permission settings and import screens vary by system, but each setup should start by importing the subscription, then selecting a route and verifying access.

First confirm that your local network can open commonly used websites normally. Then check the plan status in the user panel and confirm that the client subscription is up to date. Switch to another route and reconnect. If every route fails, temporarily disable network tools that may conflict, restart the client and test again. Record the operating system, client behavior and error message.

Separate the route connection issue from browser access first. Switch routes and refresh the page, then check whether the client is using rule mode or global mode. If only the browser is affected, close and reopen it, and remove broken proxy extensions or old configurations. If the issue persists, include both accessible and inaccessible websites in your support ticket.

Check whether the app is excluded by the client's routing rules and whether system proxy or virtual network mode covers it. Some apps use an independent network channel that a system proxy alone may not take over. Temporarily switch to a connection mode with broader coverage for comparison, then restore the routing rules best suited to everyday use once the cause is clear.

Confirm that you are signed in to the correct account, then copy the current subscription information again from the user panel. Do not keep using old content from an unknown source or saved long ago. Check the client for extra spaces, duplicate configurations or a truncated link. After importing again, disable the old configuration and refresh the routes once.

Mobile operating systems may restrict the client in the background. Check background activity, battery-saving restrictions and network permissions, and allow the client to keep its connection active. If it does not recover when you return to the app, disconnect and reconnect in the client. If this happens often, record the device system, route and triggering situation for ticket investigation.

Choose a region based on what you need to access, then compare connection stability, continuous page loading and long-session reliability. For content tied to a specific region, start with a route near that region. For general browsing, begin with a nearby route. Route names are only categories; base the final choice on sustained performance on your current network.

During peak hours, the local carrier exit, cross-border links and the destination service may all be congested. Pause bandwidth-heavy sync or download tasks, then compare other routes in the same region. If nearby routes remain congested, try an adjacent region. Avoid switching repeatedly in quick succession; allow normal loading time after the connection is established before judging performance.

Make sure your local network is not also transferring large files, then choose a route suited to the region of the content you want to access. Restart the Streaming app after connecting so the old session does not continue using the previous exit. If only one content service is affected while web browsing works normally, include the service name, selected region and exact behavior in your ticket to distinguish route issues from platform-side issues.

AI Tools generally depend more on a persistent connection than on short bursts of download speed. Prioritize routes that keep conversations stable and return complete responses, and avoid changing exits repeatedly during a session. If the page opens but generation repeatedly stops, close the current session page, switch routes and establish a new connection. Also check whether browser extensions are causing a conflict.

The network, system permissions, client mode, routing rules and background restrictions may differ between devices. During troubleshooting, connect the devices to the same local network and use the same route and proxy mode where possible before comparing results. If only one device is affected, check its old configurations, leftover system proxy settings and app permissions before assuming a route failure.

Monthly subscriptions are: ¥9.9/month with 60GB, ¥18/month with 250GB and ¥28/month with 500GB. Included data resets monthly on the activation date. Choose a tier based on actual use for browsing, Streaming, AI Tools and file transfers; the main difference between tiers is the included monthly data.

Data packages are: ¥158/300GB, ¥358/1000GB and ¥658/3000GB. Data remains available until used and never expires, making these packages suitable for irregular usage or usage based on actual consumption. Before purchasing, confirm the current account and selected option so you do not confuse the reset rules for monthly subscriptions and data packages.

Monthly subscription data resets each month on the activation date rather than on a calendar-month schedule. Check the account status shown in the user panel when reviewing remaining data. Data packages do not use the same monthly reset system; they remain available until used and never expire. Confirm which type you are using before investigating a change in data.

For a mid-cycle upgrade, the price difference is converted into remaining days. Before upgrading, check the current plan status and target tier in the user panel, then follow the displayed steps. To avoid duplicate submissions, refresh the account overview after completing the operation, confirm that the plan details have changed and then update the client subscription.

Alipay / WeChat Pay / USDT are supported. Use the user panel to enter the plan and payment flow, and verify the account, plan tier and payment details shown on the page before continuing. Do not pay through chat logs, reposted pages or links from unknown sources, as the order may not be matched to the current account.

EQVPN offers a 30-day no-questions-asked refund. To request one, sign in to the user panel and submit a support ticket with the relevant order and refund request so the account and payment records can be checked. Follow-up replies are available on the ticket page. Do not create duplicate tickets with the same content, as this can scatter the information.