Account & Subscriptions
Create an account, find your subscription and switch devices. Check your dashboard status before changing client settings.
What information do I need to create an account? What if I forget my password?
No email address is required to create an account—just a username and password. Set it up in the account dashboard, and save your login details in a password manager; the marketing site does not handle account credentials. Once your account is created, make sure you can log in before choosing a plan. If you forget your password, first check your password manager, keyboard input settings and username, then look for recovery instructions in the dashboard. Since the account is not tied to an email address, email recovery is not a default option. Never post your password or full subscription link in a public forum; follow the recovery guidance shown in the dashboard.
Where can I find my subscription link, and how do I update my route list?
Log in to the account dashboard and find the subscription link in your account overview. Follow the dashboard instructions to import it into the appropriate client. After importing, update it in the client's subscription or configuration manager, then check the route list. When you need to sync the list later, update the existing subscription instead of repeatedly creating duplicate configurations. If an update fails, check your account status, device network and link for completeness. Missing characters or extra spaces can prevent the link from being read. Treat your subscription link as an account credential and hide it in any troubleshooting screenshots.
Do I need to choose a new plan when I change devices? How many devices can connect at once?
There is no device limit for simultaneous connections, and changing devices alone does not require you to choose a new plan. VPNYR supports Windows / macOS / iOS / Android / Linux. Use a client suited to each device's operating system and import your subscription separately on each one. After importing, check the configuration and route selection on the new device; do not rely on local file paths from the old one. Unlimited devices describes the number of devices that can connect, not a separate data allowance for each device. Check your account's data balance and status so you don't confuse device connections with data limits.
Where can I get the client, and why are there no routes after importing?
Get the client from the account dashboard; the marketing site does not provide static installers. After logging in, you can access clients for Windows / macOS / Android / Linux. For iOS, follow the access instructions shown in the dashboard. If no routes appear after importing, first make sure you imported the subscription link, not the website homepage or login page URL. Then check that the client has selected the configuration you just imported. Manually update the subscription and look for any format, network or account status messages. If the list is still empty, note your operating system, import method and exact error message, then contact support through a ticket. Do not include your full subscription link.
Connection Issues
Separate basic network issues, subscription updates and app routing. Change one setting at a time.
The client says it's connected, but webpages won't load. What should I check first?
Disconnect the proxy first and make sure your device can access the local network. Then reconnect and test another route. A connected status only means the connection toggle or tunnel is enabled; it does not mean every website is reachable. Next, check that your subscription is up to date, your account is active and the system has granted the required network permissions. If all websites are affected, temporarily quit other proxy or network-routing tools to avoid conflicts. If only one site is affected, check the routing rules and the service's status. Change one setting at a time so you can tell what actually fixes the problem.
Why does an app fail to use the proxy when my browser works?
Browsers and apps may use different network routes, so a successful browser test does not prove that an app is using the proxy. Check the client's routing mode and make sure rules are not sending the app or its domain directly. Then confirm that system proxy or tunnel mode is enabled. Some apps keep old connections open, so quit and reopen the app after changing modes. Also distinguish network errors from server-side messages about account region or login security; changing routes may not resolve the latter. Note your original settings before troubleshooting, then restore the mode that works best for everyday use.
A subscription update failed. Should I reimport it or keep retrying?
Keep your current configuration for now; don't delete all your routes. Check that the device has a working network connection, then copy the subscription link again from the dashboard and make sure the address in the client is complete. If the error mentions formatting, use the import method provided in the dashboard for that client. If it reports a connection timeout, check your network and other proxy settings first. Reimporting can help rule out a local configuration error, but it won't resolve account or network issues. When submitting a ticket, say whether the update or the connection failed and include the error message with sensitive details removed. This helps support identify the issue.
How do I reconnect after sleep or a network change, and what should I include in a support request?
The existing connection may stop working after your device wakes from sleep or switches networks. First make sure the new network is working, then disconnect and reconnect in the client, choosing another route if needed. If the problem persists, check system network permissions, background activity restrictions and whether another proxy tool is enabled. In your support request, include your operating system, client name, network environment, selected route, and whether the issue started after sleep or a network change. Keep the exact error message and describe what you have already tried. Hide account credentials and subscription links in screenshots. You can continue the conversation through the ticket section of the account dashboard.
Speed & Routes
Test performance with the service you use. Regional coverage, latency and real-world transfer speeds are different measures.
If things slow down during peak hours, how can I tell whether to change routes or check my local network?
Pause background downloads and cloud sync, then disconnect the proxy and check whether your basic network connection is also slow. If it is, troubleshoot your device or network first. If only proxy traffic is slow, update your subscription and compare other routes in the same region. Keep the website, device and network conditions consistent during testing, and avoid changing several variables at once. Don't judge peak-hour performance by a route name alone, or treat one fast connection as a guarantee of sustained speeds. If the issue continues, note when it happens, which service is affected and what your comparisons showed in a support ticket. This can help distinguish local congestion from differences in network paths.
How should I choose between an IEPL dedicated route, a relay and a direct connection?
These labels describe connection paths, not a speed ranking. Direct connections, relays and IEPL dedicated routes use different path configurations, but performance also depends on your local network, exit region and destination service. Start with the region your task requires, then compare the available routes there. If one route has issues, try a different path type instead of repeatedly selecting the same route. VPNYR offers 90+ countries / 170+ routes; the dashboard and updated client list show the current options. For path details and regional examples, see the global network page.
Why are video playback or file transfers still slow when a route has low latency?
Latency measures the time it takes for a request to make a round trip. Video playback and file transfers also depend on sustained throughput, the destination server and your local network. Lower latency does not make every task faster, or guarantee that the destination site's content delivery path is suitable. Test with the service you need: check whether video buffering continues and whether file transfers remain stable, while pausing other network-intensive tasks. If only one service is affected, compare other routes in the same region and check the service's own status. Route status information can help guide your choice, but it is no substitute for testing the service you actually use.
How do regions and routes affect access to AI tools and streaming services?
The exit region can affect the network location a service sees, but access may also depend on your account region, content licensing and the service's security checks. Before using an AI tool or streaming service, review its terms and choose a route in an appropriate region. Keep the exit region consistent throughout a session where possible. If you see a region or permission message, read it carefully rather than assuming the issue is speed. VPNYR does not guarantee that route coverage will make every service available; actual access depends on connection tests and the service's rules. See the AI Tools and Streaming pages for more troubleshooting help.
Billing & Refunds
Review billing and data rules. Check orders and request refunds through the account dashboard.
What do monthly plans cost, and when does data reset?
Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB and ¥28/month for 500GB. Data resets monthly on your activation date, not automatically at the start of each calendar month. Before choosing a tier, consider how you use the service: browsing, video streaming and file transfers consume different amounts of data. Unlimited devices does not mean unlimited data. Check your balance and account status in the dashboard, and review the available options before you approach your limit. For full pricing and billing details, see the pricing page. Note that monthly plan data is different from data packages that never expire.
How do data packages differ from monthly plans, and how is a mid-cycle upgrade calculated?
Data packages cost ¥158/300GB, ¥358/1000GB and ¥658/3000GB. They last until used and never expire. Monthly plan data, by contrast, resets each month on your activation date. The difference is in how billing and data usage work; a data package is not a recurring monthly allowance. If you upgrade a monthly plan mid-cycle, the price difference is prorated by the remaining days. Check the resulting order in the dashboard. Don't estimate the amount due by subtracting full-month prices, or assume that different plans will automatically stack. Review your current plan and order details before making changes. If anything is unclear, confirm it through a support ticket first.
Which payment methods are supported, and what should I do if my account status doesn't change after payment?
Alipay / WeChat Pay / USDT are supported. Start the plan and order process from the account dashboard, and check the plan, amount and payment page instructions before paying. If your account status doesn't change afterward, return to the dashboard and check the relevant order and account overview to see whether it's still processing. Confirm that the payment record belongs to the current order. Don't create another order or pay again just because the page hasn't refreshed. If the payment record and order status remain inconsistent, submit a ticket with the order details, payment method and a redacted payment receipt. Passwords and full subscription links are sensitive account information and are not needed to verify a payment.
What is the refund policy, and where do I request a refund?
VPNYR offers a 7-day no-questions-asked refund. To request one, log in to the account dashboard and submit a ticket explaining your request, with the relevant order details so the payment and plan can be checked. Before submitting, review the full refund terms in the Terms of Service. Continue any questions about processing or order status in the same ticket to keep the information together. You don't need to share account credentials, subscription links or full payment details publicly to explain your request. This page does not promise a processing time or add further refund conditions; refer to the Terms of Service and dashboard responses for eligibility and instructions.