FAQs &
Connection Help

No email address is required. Create an account with a username and password. Your account lets you sign in to the dashboard, view plans, and submit support tickets. A VPN subscription imports connection configurations into a client app; the two are separate. Keep your username and password safe, and don’t rely solely on your browser’s autofill. Once your account is set up, you can review the plans and client app downloads before choosing a subscription based on your needs. Never enter your account password into an untrusted import tool or post a screenshot showing your signed-in account in a public forum. If you have trouble signing in, verify your account details through the dashboard on this site.

Sign in to the user dashboard and check your plan status, then get the latest subscription details from the dashboard. In your client app, open subscription or configuration management, find the VPNEyes configuration, and update it. When the update finishes, select that configuration again and check the route list. If you still see old entries, make sure you didn’t update another configuration with the same name and check whether the client reported a fetch error. Switching routes repeatedly won’t refresh the subscription. Your subscription link may contain account-specific information, so protect it like a password. You can share any error message when troubleshooting, but never post the full link publicly.

There’s no device limit. You don’t need to buy another plan just because you’re switching devices. Sign in to the same account on your new device and get the client app and subscription details from the dashboard. Windows, macOS, iOS, Android, and Linux are supported. Setup steps and system permissions vary by platform, and you’ll still need to enable the connection on each device after importing the configuration. Unlimited devices doesn’t mean each device gets a separate data allowance, so keep your plan’s data limit in mind. When you stop using an old device, sign out and remove the local subscription configuration, especially if you’re selling or lending the device.

Find the client app in the user dashboard. Sign in, open the download section, and follow the instructions for your operating system. Don’t download an app from an unfamiliar site just because its name looks similar. After importing your subscription, make sure the newly imported configuration is selected, choose a route, and enable the connection. Grant any network permissions requested by your system. Seeing route names only means the configuration loaded; it doesn’t confirm that your traffic is using those routes. First, open a regular webpage to confirm your basic connection works, then try the service you want to access. For step-by-step instructions, see the guides. If something fails, keep the client’s error message so you can distinguish an import issue from a connection issue.

Pause the proxy and check whether your Wi-Fi or wired connection can open regular webpages. If the network requires a sign-in, complete that first. Reconnect, then check the selected configuration, route, and proxy mode. If needed, try a route in another region. If only one website fails, don’t assume the whole subscription is broken; check whether the site restricts access by region or is undergoing maintenance. A connected status usually reflects the local connection state, not whether the destination website is responding. When submitting a support ticket, say whether all webpages fail or only a specific site, and describe what changed after switching routes.

Your browser and apps may use different network paths, and a system proxy may not cover every app. Check whether per-app proxying is enabled in your client, whether the app is excluded, and whether a rule sends its domain through a direct connection. You can temporarily switch to the client’s global mode to see whether split routing is the cause, then switch back to the mode you prefer for everyday use. If nothing changes, fully close and reopen the app so it doesn’t keep using an existing connection. Don’t run several network-routing tools at once and repeatedly stack tests. Change one setting at a time and note the result to identify what affects the connection.

Switching Wi-Fi networks, putting your device to sleep, or system restrictions on background activity can interrupt an existing connection. First, make sure the new network is online. Then disconnect and reconnect in the client app and reopen the app you want to use. On Android, check background activity and battery optimization settings. On other platforms, check whether the system is restricting the client’s network access. If the issue happens only after sleep, note what happened before and after sleep, any network changes, and the client’s messages instead of deleting all your configurations. If it keeps happening after you adjust background permissions, submit a support ticket with your operating system and steps to reproduce the issue.

Submit a ticket through the user dashboard. Include your platform, client app, selected region, route type, when the issue occurred, and the exact error message. Also say whether regular webpages load, whether the issue affects only one app, and what you’ve already tried. Keep the error visible in screenshots, but hide sensitive details such as your account password, subscription link, and payment information. Describe steps that reproduce the problem—for example, that it started after switching networks. That’s more helpful than simply saying it doesn’t work. If you get new test results while waiting for a reply, add them to the original ticket rather than opening several tickets and splitting up the details.

Keep the destination service the same and compare different routes in the same region under the same conditions. Then try an exit region that meets the service’s requirements. This can help you tell whether one route is congested or the whole destination region is responding slowly. Also check for local bandwidth use, such as system updates, cloud sync, or another device transferring data. IEPL, relay, and direct routes use different network paths; their names don’t guarantee the same experience at every time of day. If the slowdown continues, note when it happens, the region, and what you’re using the connection for, then report it through a support ticket. Reinstalling the client app repeatedly isn’t necessary.

IEPL, relay, and direct routes differ mainly in how traffic travels, not in what you’re allowed to access on the destination service. First, check which exit regions the service accepts, then compare the available routes in practice. Relay routes pass through an intermediate node; direct routes rely more on the public internet path from your local network to the exit; dedicated routes use a different network setup from a regular direct public-internet path. Don’t assume a route type is always faster based on its name, or treat it as a guarantee of access to specific content. For everyday use, keep the route that works best on your network. To understand differences in cost and performance, see our guide to choosing a service.

90+ countries / 250+ routes. Coverage describes the available exit regions and the number of routes; performance can vary across local networks, even in the same region. Your connection can also be affected by your local carrier, routing detours, the destination server’s location, and time of day. A shorter geographic distance doesn’t always mean a shorter network path. Choose a route that meets the destination service’s regional requirements, then judge it by how well webpages load, content plays, or tasks complete. The route list shows available regions and types. Latency shown in the client is a guide for choosing a route, not a promise of download speed or app response time.

Not necessarily. External services may use your exit region, account settings, payment region, and their own rules to determine access. A working connection doesn’t guarantee that a service will accept it. Check the service’s regional requirements first and choose a matching exit. If the exit already meets those requirements, check your account eligibility and the app cache rather than switching randomly. For AI tools, it’s best to keep your exit region consistent while signing in and using the service. Streaming availability may also depend on content licensing by region. VPNEyes provides network connectivity; it doesn’t replace external platforms’ account eligibility or terms of use, and it can’t guarantee that every external service will always be available.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data resets monthly on your activation date, not at the start of each calendar month. Choose a plan based on how you use the web, transfer files, and stream video; device count alone won’t tell you how much data you need. Unlimited devices doesn’t mean unlimited data. If you upgrade mid-cycle, the price difference is prorated across the remaining days. Check your plan details and order result in the dashboard before proceeding. If you have questions about the reset date or how an upgrade appears, include your current plan and relevant order in a support ticket. Don’t assume data resets at the end of the calendar month.

Data add-ons: ¥158 for 300GB · ¥358 for 1000GB · ¥658 for 3000GB. Data lasts until used and never expires. Monthly plan data resets on your activation date; data add-ons may suit people with occasional usage who prefer to budget based on total consumption. Before comparing, consider whether you need a consistent amount each month. Don’t mistake the price of a data add-on for a monthly fee. Don’t assume how different billing options combine, switch, or deduct data. If the dashboard doesn’t make this clear, confirm through a support ticket before proceeding. Check the plans page for all options and terms.

Alipay / WeChat Pay / USDT. Create your order through the user dashboard and use the payment details shown for that order. Don’t use payment details forwarded by someone else. If the status doesn’t update after payment, return to the dashboard and check the order and plan status before trying to pay again. If your payment record and order status don’t match, submit the order details, payment method, and any necessary proof in a support ticket. Hide sensitive information in any screenshots you share publicly. For USDT payments, carefully check the network and payment details shown on the order page. Don’t assume the current payment requirements are the same as for a previous order.

7-day no-questions-asked refunds. To request one, sign in to the user dashboard, open the support ticket section, and say you’d like a refund. Include the relevant order details so the payment can be verified. Refer to the Terms of Service for the full refund policy and eligibility. Deleting the client app or disconnecting doesn’t submit a refund request. If you’re also having connection issues, you can describe them in your ticket, but you don’t need to reinstall the app or keep testing to request a refund. Check the original ticket for replies and provide any requested information. Processing status and outcome depend on the ticket and payment records; this page doesn’t promise a processing time.