FAQs & Connection Troubleshooting

No email address is required. Create an account with a username and password. Use a unique password and save your account details in a trusted password manager. Never share your password and subscription link together. Once signed in to the panel, check your username before viewing your plan and subscription status to avoid confusing orders across accounts. If you can’t sign in, check your keyboard input, capitalization, and browser autofill, then try entering your details again. For account recovery, use only the options and instructions actually shown in the panel. An unlinked email address can’t be used for recovery, and you should never submit account details on an unfamiliar page.

Sign in to the user panel and copy the current link from the subscription section. Then open subscription or profile management in your client and update it. When finished, check that the client displays a route list and that the active profile is the one you just updated. If the panel has reset the link, the old one may no longer work; replace the saved address in your client with the current one and try again. Don’t keep switching routes without checking which subscription they come from. Your subscription link is an access credential. If you contact support, hide the full address and any tokens in it, and never paste it into a public online conversion tool.

There’s no device limit, so switching devices alone doesn’t mean you need to choose a new plan. Sign in to the same account on your new device, get a client for that platform, and import your active subscription. Unlimited devices doesn’t mean traffic is counted separately; check usage and plan status in the panel for your account. After switching, verify the connection on your new device before removing the configuration from the old one. Before selling, handing over, or retiring an old device, delete any saved account details and subscription links. If you think someone else may have obtained your link, check whether the panel offers an option to reset it.

VPNRB supports Windows / macOS / iOS / Android / Linux. Get the client through the user panel; installers aren’t distributed as direct links in articles. After signing in, you can access clients for Windows, macOS, Android, and Linux. Access to the iOS client depends on your active plan; follow the instructions in the panel. Getting a client and getting a usable subscription are separate steps. After installing the client, check your plan status and import your subscription. On first launch, grant the network permissions requested by your system and confirm that the client can read the configuration before choosing a route. Don’t run multiple clients that take over network traffic at the same time.

Disconnect the proxy first and make sure your local network can access the internet. Then reconnect and try more than one destination. A “connected” status usually means the client completed its local connection process; it doesn’t guarantee that the destination service is reachable. Next, check the active subscription, selected route, system proxy settings, and network permissions. Make sure the client isn’t still using an old profile even though the interface shows a new route. If only one site fails, check app rules or platform restrictions. If all destinations fail, try a route in another region for comparison. Record the exact error and when it occurs; this is more useful for troubleshooting than repeatedly reinstalling the client.

Apps handle network proxies differently. Some follow the system proxy, while others use their own connection methods. Check whether the client is in rule mode or another mode, and whether rules send the app or domain directly. If the app has its own proxy settings, make sure they don’t conflict with the system settings. If the client supports tunnel mode, follow its instructions to check permissions and configuration, then restart the app to test. A working browser doesn’t mean every app is using the proxy. Don’t disable system security features or install untrusted network extensions to fix a problem with a single app.

First, check your plan and subscription status in the panel. Then copy the full address again, making sure you haven’t copied any instructions, missed characters, or included spaces. Confirm that you’re using the client’s subscription import option, not pasting the address into a field for individual route settings. If the format isn’t supported, use the compatible import option in the panel or follow the quick-start guide rather than guessing at link parameters. If the import succeeds but the list is empty, check the update results and error messages, then confirm that your current network can fetch the subscription. When submitting a ticket, include the client name, operating system, and a screenshot of the error. Hide the subscription link and account credentials in the screenshot.

A connection may drop when your device sleeps, switches Wi-Fi networks, or changes its network access point. Make sure the new network has completed any required sign-in, then disconnect and reconnect in the client. If that doesn’t work, check whether the system proxy is still pointing to a client that has exited. On mobile devices, also check the system’s background activity and battery settings for the client, and allow the background activity it needs as directed by your system. Don’t try to fix the issue by stacking another proxy or network tunnel on top. If it consistently happens on a particular network, note the network type before and after the change, the client status, and the error. Include the steps to reproduce the issue in your support ticket.

Pause large downloads on other devices first to rule out local network congestion. Keep the platform and video the same while comparing playback on different routes. Try another route in the same region first to separate route performance from differences in regional content; if it still doesn’t work well, compare routes in other regions. The client’s connectivity test is only a guide and can’t replace testing in the app itself. Video quality, Wi-Fi performance, and the platform’s own status can also affect buffering. In your support ticket, include when the issue occurred, the platform, the route you used, and your comparison results—not just a general note that speeds are slow.

Route types describe how a connection is set up, not how fast it will be on every network. An IEPL route is one option for cross-border connections; a relay route passes traffic through an intermediate node, while a direct route uses a direct connection path. Your experience also depends on your local carrier, destination region, and the service you’re accessing. First choose the egress region you need, then compare the available route types listed in the client for that region. For office and interactive apps, consider responsiveness; for video, look at sustained playback; for file transfers, check whether the transfer remains steady. A route’s name alone doesn’t guarantee it will be faster. Check the current subscription list for available options.

VPNRB covers 110+ countries / 240+ routes. This indicates the service’s overall coverage; it doesn’t mean every region offers the same route types or that every platform has the same content in every region. For currently available locations, check the user panel and the list shown after updating your subscription. If the client’s list has changed, first confirm that the update succeeded and the correct profile is active, then check for notices in the panel. Don’t treat an old locally saved profile as the current list. If a region you need remains unavailable, submit a ticket with the region name and subscription update results so the team can check.

A platform may determine eligibility using your egress IP, account region, payment details, device location, and existing sessions. Loading the homepage only shows that its page resources are reachable; it doesn’t mean your account meets the requirements to use the service or play content. First confirm that the app is actually using your chosen route. Then check whether the egress region matches your account settings, and follow the platform’s official guidance on account eligibility. After switching routes, the app may retain an old session; sign out of the app and reopen it to check. Don’t rapidly switch between many regions or change account details unless you’re sure they’re correct. A network connection doesn’t replace a platform subscription or guarantee access to specific content.

Monthly plans: ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data packages: ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. Data packages can be used until depleted and never expire. When choosing, consider whether you need ongoing service and compare your data needs. Monthly plans and data packages don’t reset the same way. Before ordering, check the plan name, billing method, and total. After paying, return to the panel to confirm the order and plan status. If you have more than one product, check the panel for how usage is deducted and when each product takes effect; don’t assume how products combine or which one is used first.

Monthly plan data resets each month on the day the plan was activated. When you upgrade mid-cycle, the price difference is converted into the remaining days. Check the current plan status in the panel for your remaining data and reset schedule; don’t assume every account resets on the first of the month. Data packages can be used until depleted and never expire, so monthly plan reset rules don’t apply. Before upgrading, review the changes and order details shown in the panel to make sure they meet your needs. If the client and panel show different information, update your subscription and check again. If you still have questions about the new status, keep your order record and submit a ticket rather than placing another order to try to fix it.

Supported payment methods: Alipay / WeChat Pay / USDT. Before paying, check the order total and payment instructions on the checkout page. Make sure the payment details come from the current order flow. After paying, return to the user panel to check the order status; closing the payment page doesn’t mean your plan is active. If your payment shows as complete but the panel hasn’t updated, refresh the order and make sure you’re signed in to the correct account. Then submit a ticket with the order ID, payment method, and a screenshot of the payment result. Hide any unrelated personal or account information in screenshots. Don’t pay again until the issue has been checked, and don’t send funds to an address outside the checkout process.

VPNRB offers a 7-day money-back guarantee. To request a refund, sign in to the user panel, open the support ticket section, and identify the order you want refunded. Include the order record and payment method so the team can verify it. For details on eligibility, read the refund terms in the Terms of Service. If you’re having connection problems, you can include troubleshooting details for the technical team, but you don’t need to prove a technical issue to request a refund under the guarantee. Check your ticket for updates and requests for additional information. Don’t post payment credentials, account passwords, or subscription links on public pages. The ticket response will confirm the refund status and outcome; this page doesn’t promise a processing time.