Help & Support
Subscription, payment, refund and connection issues go through the ticket system in your dashboard; the Help Center, Quick Start guides and Streaming Guide cover most common problems. Run through the routing checklist below before you submit a ticket — most issues are solved on the spot.
Support Channels
Picking the right entry point saves a round trip: account and order issues can only be handled through tickets, while most usage questions are answered directly in the guides and the Help Center.
Missing orders, plan upgrades, refund requests, account access and subscription import problems — submit a ticket in your dashboard for all of them. Tickets automatically carry your account and order details, so there is no repeated identity check. Creating an account takes only a username and password; no email address required.
Submit a TicketClients that won't connect, fluctuating speeds, per-app routing that doesn't take effect, DNS region mismatches — the Help Center sorts these into four categories (Account & Subscription / Connection & Troubleshooting / Speed & Routes / Billing & Refunds) with jump links, so a quick look usually gives you the answer.
Visit the Help CenterFirst time on Windows / macOS / iOS / Android / Linux: where to get the client, how to copy your subscription inside the dashboard, which route to choose, and how to confirm your traffic is really going through it. The Quick Start guide spells out, in order, what to click and what you should see.
Open the Quick Start GuideHow regional restrictions work on each platform, the difference between native IPs and residential IPs, what 4K and Dolby Vision actually require from your bandwidth, explanations of common error codes, and advice on choosing a route for what you watch — it's all in the Streaming Guide.
Read the Streaming GuideHow Tickets Work
Support runs on tickets, not a live chat window. Every request carries its context and stays traceable, and nothing gets lost when you close the conversation.
Quick Facts
Check these before you get in touch. The figures below match the pricing and terms pages exactly, and support replies follow this same list.
| Item | Details |
|---|---|
| Monthly Plans | ¥9.9/month with 60GB · ¥18/month with 250GB · ¥28/month with 500GB; data resets every month on your activation date, and mid-cycle upgrades are prorated by the remaining days |
| Data Packs | ¥158/300GB · ¥358/1000GB · ¥658/3000GB; use them until they run out — they never expire |
| Refunds | 7-day refund, no questions asked — request it with a ticket in your dashboard |
| Simultaneous Devices | Unlimited |
| Route Coverage | 120+ countries / 240+ routes |
| Supported Platforms | Windows / macOS / iOS / Android / Linux |
| Payment Methods | Alipay / WeChat / USDT |
| Registration | No email address required — just a username and password |
FAQ
Use the Forgot password link on the login page and follow the prompts. If the details you enter don't match, submit a ticket in your dashboard with your username and the approximate date of your most recent order, and support will help restore access to your account.
First check the order status on the Orders page in your dashboard. If the order stays incomplete for a long time, submit a ticket with your payment method, payment time and order number; support will verify it and either credit the plan or handle it under the refund terms.
A 7-day refund is available, no questions asked. Submit a ticket in your dashboard with your order number — the outcome comes back in the same ticket, so you can check the progress at any time.
Unlimited. The same account works on Windows / macOS / iOS / Android / Linux at the same time; plans are billed by data, not by device count, so your laptop, desktop and tablet can all be connected at once without paying extra.
Run through the Quick Start guide first: did you get the client from your dashboard, was the subscription copied in full, is the right route selected, and does your per-app routing include the target app? If it still won't connect, attach the exact error message, your client platform and the name of the failing route to your ticket. The subscription link shown in the guide is a sample value for teaching purposes — get your real subscription from the dashboard.
Data packs last until they run out and never expire; monthly plan data resets each month on your activation date. Mid-cycle upgrades are prorated by the remaining days. Upgrades are done in your dashboard — if anything goes wrong during the process, submit a ticket.
Still can't find an answer?
Submit a ticket in your dashboard with a clear description of the problem and the relevant order details; subscription, payment and refund tickets are followed up first. Account and order information stays inside the dashboard — support will never ask for your password, and you never need to send your subscription URL to anyone.