Account, Route & Subscription Support
Identify where the problem occurs, then open the relevant answer. For connection issues, check your network, account and client in that order. For billing issues, start with the original order.
Account Setup & Subscription Management
Keep your login credentials and subscription details safe. Use the same account on a new device, and update server lists through the subscription update option in your client.
What do I need to create an account?
No email address is required to create an account—just a username and password. In the user dashboard, choose a username you can remember, set a unique password, and save your credentials in a reliable password manager. Once your account is created, make sure you can log in before checking plans and client downloads. Since your account is identified by its username rather than an email address, keep the username safe and don’t confuse it with a server name in your client. If you can’t log in, check your keyboard input, capitalization and any spaces copied along with the text. If the problem persists, contact support through the dashboard ticket system. Never include your password in a ticket.
Do I need to buy another plan when switching devices? Which platforms are supported?
Use your account on an unlimited number of devices at the same time. Windows, macOS, iOS, Android and Linux are supported. Switching devices doesn’t require another plan: log in to the same account on the new device, open the download section in the dashboard, follow the instructions for your platform, and import your subscription. Permissions and import steps vary by platform, so you don’t need to copy every setting from your old device. After importing, check your plan status and server list before testing the connection. Unlimited devices does not mean unlimited data, so keep an eye on the usage shown in your dashboard and don’t confuse device count with your plan’s data allowance.
Where can I find my subscription link, and what should I do if an update fails?
Log in to the user dashboard and find the subscription section in your account overview. Copy the link or import it into your client as instructed on the page; don’t copy it from someone else’s screenshot. To refresh your server list, find the relevant subscription in your client and run an update, then check for any new error messages. If the update fails, make sure your device can access the dashboard and your plan is active. Then check that the link was copied in full and that you haven’t mistaken a regular webpage URL for a subscription link. You can retry from a network that’s working normally. Avoid repeatedly deleting the configuration while the connection is unstable. If it still fails, note the client name and exact error message, then contact support through a ticket. Don’t include the full subscription link.
Can I share my subscription link? What should I do if it’s exposed?
Your subscription link contains account access credentials. Treat it like a password: don’t post it in public forums or share it with people you don’t know. Before sharing a client screenshot, hide the subscription URL, QR code and any other account identifiers; hiding only the username may not be enough. If the link has been exposed, look for a subscription reset option in the user dashboard and follow the instructions. If you can’t find one, ask support for help through a ticket. After a reset, you may need to reimport or update the configuration on each device. Renaming a local configuration won’t invalidate an exposed link, and don’t paste the link into a public page to prove there’s a problem.
Connection Issues & App Routing
First identify whether you can’t connect at all, webpages won’t load or only one app is affected. Change one setting at a time, and keep the conditions that reproduce the issue.
Can’t connect at all? Where should I start troubleshooting?
Disconnect the proxy first and check whether your device can access webpages available on your current network. If the underlying network is down too, fix your network connection or device connectivity before troubleshooting the client. Once the network is working, log in to the dashboard and check your plan status and remaining data. Then update your subscription and make sure the server list isn’t empty. Try another server and check whether the client has the network permissions required by your operating system. During troubleshooting, keep only the proxy tool you need in use to prevent similar apps from competing to manage your network. If every server fails, save the exact error message, operating system and client name, then submit a support ticket. A cropped screenshot showing only the failed connection isn’t enough.
The client says it’s connected, but webpages won’t load. What should I do?
A connected status only means the client has established a connection; it doesn’t confirm that webpages are accessible. Try another website to see whether all sites fail or just one, then switch servers to check whether the issue follows a particular route. If local websites work but international sites don’t, check the client’s proxy mode and rules to make sure the request is being routed through the proxy. If no webpages work, make sure the system proxy settings match the current client and that no settings from another network tool remain in place. For DNS errors, check the client’s DNS settings and the error message. Save your original configuration before making changes, and avoid changing rules, DNS and servers all at once—you won’t know which change helped.
Why does an app fail to use the proxy when my browser works?
Browsers and other apps may use different network paths, so a working browser doesn’t mean every app follows the system proxy. Check whether the app has its own proxy settings and whether the client’s rules send its domain or process through a direct connection. If the client offers system-wide routing, check the permissions required for your platform using its instructions. Don’t install extra configurations unless you understand what they do. Apps may also use different domains for sign-in and content, so check the client logs if only some pages work. When submitting a ticket, include the app name, where the error occurs and the mode you’re using. Hide account details in the logs so support can distinguish a routing issue from a restriction imposed by the service itself.
My mobile connection drops when the app goes into the background. How can I troubleshoot it?
First identify when the connection drops: when the screen locks, when you switch apps, or after the network changes from Wi-Fi to mobile data. Each scenario calls for different checks. See whether your system restricts background activity for the client or whether battery-saving settings interrupt network activity; setting names vary by device. After a network change, return to the client to check the connection, then reopen the app you’re trying to use. Closing an app’s screen is not the same as letting it run in the background, and force-quitting the client may affect the connection. If the issue keeps happening, note what triggers it, your operating system and client, the server name and any error messages, then submit a ticket. Describe the specific circumstances rather than just saying the connection drops often.
Route Selection & Peak-Time Troubleshooting
Server labels describe the route; performance also depends on your local network and the destination service. Compare servers under the same test conditions for useful results.
Which regions are available, and how should I choose a server?
VPNTape offers 110+ countries and 240+ servers. Start by checking which exit region the service you want to use requires, then compare how candidate servers perform on your current network. Don’t choose based on map distance alone. For everyday browsing, try nearby regions first; if a service has regional requirements, choose an exit region that meets them. For a fair comparison, use the same device, network and destination page, and avoid changing networks while switching servers. Region names in the server list are a guide to server selection, not a guarantee that every website will work. See the Locations page for the full list of regions. The servers available in your client are shown in the latest subscription list.
What’s the difference between IEPL, relayed and direct routes?
These terms describe how a route is organized; the label alone doesn’t tell you how fast it will be. IEPL generally refers to a dedicated link carrying part of the connection. A relayed route sends requests through an intermediate server before reaching the exit. A direct route describes a connection path from the client to the exit. Performance also depends on your local network, carrier routing, the destination website and time of day, so no route type is always faster in every situation. Read the route descriptions on the Locations page, then test with the apps you use. If browsing works on a route but file transfers don’t, compare another route type and tell support about your specific use case rather than sending only the route label.
How can I tell whether peak-hour slowdowns are caused by my network or a server?
Pause large downloads on your device and other devices on the same network. Check that your Wi-Fi signal and basic internet connection are stable, then test the same page you were using before. Next, try other servers on the same network and see whether the slowdown occurs only on a particular exit. If switching servers helps, use the better-performing option for now. If every server is slow and regular webpages are slow too, troubleshoot your local network first. If only one website is slow, the destination service’s response time or regional policies may also be a factor. When contacting support, include the time of the slowdown, network type, server name and steps you took. Specify whether the delay occurs during page loading, video buffering or file transfers, and avoid treating a single test as a long-term pattern.
If streaming services and AI tools won’t load, does that always mean the server is too slow?
Not necessarily. Streaming services and AI tools may check your account region, exit region, session status and their own access rules—not just connection speed. First check whether other websites load, then review the service’s account status and regional requirements. If the page loads but sign-in or playback fails, note the exact message rather than assuming it’s a speed issue. You can try an exit region that meets the service’s requirements, but avoid switching regions repeatedly within the same sign-in session. Check support for the service at the time you use it; support for one service doesn’t mean all content will be accessible. See our streaming and AI Tools guides for more steps. If the issue persists, contact support through a ticket.
Plan Billing & Refund Requests
Monthly plans and data add-ons have different data rules. Check payments, upgrades and refunds against the original order in your dashboard.
How much do monthly plans and data add-ons cost, and which should I choose?
Monthly plans: ¥9.9/month for 60GB, ¥18/month for 250GB and ¥28/month for 500GB. Data add-ons: ¥158 for 300GB, ¥358 for 1000GB and ¥658 for 3000GB. Monthly plans suit ongoing use with a data allowance that resets each month on your activation date. Data add-ons last until used and never expire. Consider how regularly you use the service, then check your actual usage in the dashboard. You don’t need a larger plan just because you use more devices—device count and data allowance are separate. See the Plans page for full pricing and billing details, and check the selected item in the dashboard to avoid confusing a data add-on price with a monthly plan price.
When does my data reset, and how is a mid-cycle upgrade calculated?
Monthly plan data resets each month on your activation date. If you upgrade mid-cycle, the price difference is prorated for the remaining days. Your activation date isn’t the same for everyone and won’t necessarily match the start of a calendar month, so check the reset schedule shown in your dashboard along with your remaining data. Before upgrading, check your current plan status in the dashboard and review the new tier and adjustment shown on the order confirmation page. Don’t estimate the adjustment yourself using the full-month price difference. Data add-ons last until used and never expire, so the monthly plan reset rules don’t apply to them. If your account includes different products or the order result doesn’t match your understanding, submit a ticket with the relevant order details before proceeding so support can check it.
Which payment methods are supported, and what should I do if my payment isn’t showing?
We accept Alipay, WeChat Pay and USDT. Start the payment through the order flow in the user dashboard and follow the payment details and instructions shown on the order page. Don’t use payment images forwarded by someone else. After paying, return to the dashboard to check your order and plan status. If the payment hasn’t synced yet, keep your payment receipt and check the original order again before creating another one. If it still doesn’t appear, submit a ticket with the order ID, payment method, payment status and a receipt with sensitive details hidden. Never include your payment account password in a ticket, and don’t transfer funds to anyone based on temporary instructions in a chat if the recipient doesn’t match the dashboard order.
How do I request a refund, and what information should I provide?
VPNTape offers a 60-day no-questions-asked refund. To request one, log in to the user dashboard, open a support ticket, clearly state that you’re requesting a refund, and include the relevant order ID, plan name and payment method so support can verify the order. You don’t need to complete extensive troubleshooting first. If you also want help with a connection issue, include the error message separately; don’t let troubleshooting details replace your refund request. Read the Refund Policy and Terms of Service for full details before submitting. Check the original ticket for replies or requests for more information. Deleting the client, disconnecting or stopping use does not count as submitting a refund request. Don’t post a complete payment receipt on a public page.