Help Center
Subscriptions & Connection Troubleshooting

No email address is required. Create an account with a username and password. After opening the user dashboard, save your username and store your password in a password manager. Never post your password and subscription link together in a public forum. Choose a password you haven’t used on another site. If you can’t log in, check your keyboard input, capitalization, leading or trailing spaces, and whether your password manager filled in credentials for another site. Then try entering your details again. If you’re already logged in on another device, keep that session active while checking the dashboard for account-management options. Avoid creating multiple accounts after a failed login, as this can scatter your orders and usage history and make them harder to verify.

First, sign in to the user dashboard and find your current subscription details in the account overview. Then refresh the subscription from your client’s subscription management page. Refreshing a subscription and switching routes are different actions: refreshing fetches the configuration again, while switching routes changes the current exit route. If the old list still appears, check that the client selected the updated configuration, that an older subscription with a similar name hasn’t been kept, and whether the refresh history shows an error. If you need to import it again, get a fresh link from the dashboard rather than searching chat history for an old copy. Treat your subscription link as a credential and keep it out of public screenshots. If you think it has been exposed, check whether the dashboard offers a reset option. If not, contact support through a ticket.

There’s no limit on the number of devices that can be online at the same time, so you don’t need to change plans just because you’re switching devices. Supported platforms include Windows / macOS / iOS / Android / Linux. On a new device, open the client download page from the user dashboard and follow the instructions for your platform to import the subscription for your current account. Don’t copy configuration files of unknown origin from another device. Once imported, check which configuration and route are active, then test the apps you use. Unlimited devices refers to the number of devices online at once; it doesn’t mean unlimited data. When using multiple devices, check your data usage in the dashboard. Before handing an old device to someone else, remove the subscription configuration and sign out to prevent your credentials from going with it.

Find the client download link in the user dashboard; VPNJY’s marketing pages don’t provide direct installer links. The client handles eligible network requests, while the subscription configuration provides routes and related connection parameters. Installing the client doesn’t import a subscription, and importing one doesn’t automatically connect you. Follow these steps in order: install, import, select a configuration, connect, then verify. Permissions and proxy handling can vary by platform, so follow the download page and the client’s own instructions. If no routes appear after installation, first check whether the subscription imported successfully rather than reinstalling by default. See the guides for the full setup process.

Pause the proxy first and check that your local network can reach everyday websites. Then reconnect and test different destinations. If your local network is having problems, resolve those first. If only one website won’t open, consider whether the issue is with the destination service, regional policies or proxy rules. Next, check that the current configuration is enabled, a route is selected, and system proxy or tunnel mode is working. You can compare with another route, but change only one variable at a time and note what happens. This makes it easier to identify the cause than changing both rules and network settings at once. Don’t disable system security features or replace your settings with configurations from unknown sources. If the issue persists, submit your findings in a support ticket.

Browsers and standalone apps may connect to the network in different ways. Some apps follow the system proxy, others have their own proxy settings, and client rules may send requests directly. Check whether the app has its own proxy options, then review the client’s connection logs to see if the relevant requests were intercepted and which rule they matched. If you need tunnel mode, read the client’s permission instructions first and check for conflicts with other networking tools. Keep a copy of your original settings so you can restore them. If the app runs in a container, virtual machine or remote environment, check that environment’s network path too. A successful connection on the host device doesn’t mean those environments automatically use the same exit route.

Make sure you copied the complete subscription link from the user dashboard—not the dashboard page URL, text from a screenshot or a fragment truncated by a chat app. After pasting it, check for extra spaces, line breaks or punctuation at either end, then confirm that your client supports the import method. If the link returns content but the client reports an incompatible configuration format, check the dashboard’s instructions for that client. Don’t edit protocol parameters yourself. If the request can’t be completed at all, first check your local network and whether the dashboard is accessible. When reporting the issue, include the client name, platform, error message and step where it occurred, but never include the full subscription link. Redact credentials in screenshots so support can investigate without seeing sensitive information.

First, note whether disconnections affect every app or just one, and whether they happen after switching networks or when the device sleeps or wakes. Check whether other proxy tools are running, whether old system proxy settings remain, and whether the client has the necessary system permissions. If you compare different networks, keep the device, client and destination service the same wherever possible to avoid changing too many test conditions. In your ticket, include your operating system, client name, selected region, approximate time of the issue, full error message and steps you’ve already tried. Include only the log excerpts needed for troubleshooting, and redact subscription links, passwords and tokens. A clear set of steps to reproduce the problem is usually more useful than simply saying the connection is unstable.

Peak-hour performance can be affected by your local network, cross-border paths, congestion at the exit and the destination service. The region name alone won’t tell you what’s causing the issue. Pause background downloads and sync tasks, keep the destination service the same, and compare performance before and after switching routes. If possible, test on a different local network as well. A route that reliably handles your actual tasks is more useful than chasing brief changes in test results. After switching, reconnect the destination app so an existing session doesn’t keep using the old path. If several routes show similar problems around the same time, note the time, network and app behavior, then submit a support ticket. Don’t assume a single slowdown means your plan has run out of data.

VPNJY covers 120+ countries / 150+ routes. Check the user dashboard for the current route list and availability. A shorter physical distance can mean a shorter path, but actual performance also depends on your network provider’s routing, transit paths and the destination service’s location. Distance alone isn’t a speed guarantee. For everyday browsing, start by testing nearby regions. For services with regional eligibility requirements, first check which regions the platform supports, then choose the relevant exit route. During testing, check whether pages load fully, sessions stay connected, and downloads or streaming output are interrupted. The locations page explains regions and route types, but your destination app’s performance is the best guide for actual use.

A page loading successfully only shows that static assets or the sign-in page are reachable; it doesn’t confirm that long-lived connections and streaming output will work reliably. Keep the exit region the same and check whether interruptions occur only with a particular model, account or request method. Then review the client’s connection logs to confirm generation requests use the expected route. Web apps, IDE extensions and command-line tools may each use different proxy settings, so a browser test alone can’t tell you whether other tools are routed correctly. If the platform reports a region, account eligibility or rate-limit issue, follow its official guidance. Switching routes doesn’t replace checking account requirements. Save the error details before retrying repeatedly. For more development environment troubleshooting, see the AI Tools guide.

Changing exit routes doesn’t guarantee ongoing access to a particular platform or catalog. Streaming platforms may consider the exit region, account eligibility, content licensing and their own policies when deciding access. Picture quality can also depend on your local network, device settings and the playback service. First, confirm that your account supports the selected quality and playback settings, then check for background tasks using your network. You can compare routes while keeping the device and title the same, and observe buffering and playback stability. After changing regions, start a new session through the platform’s normal process rather than repeatedly switching regions while signed in. If you see a specific region or proxy warning, save its exact wording and check the platform’s rules. Don’t attribute every playback issue to connection speed.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data packages: ¥158 for 300GB · ¥358 for 1000GB · ¥658 for 3000GB. Data packages last until used and never expire. When choosing, consider how regularly you’ll use the service and how much data you need. For regular use, compare monthly plan allowances; if you use it less often, consider how a data package fits your usage. A data package price isn’t a monthly fee, and unlimited devices doesn’t mean unlimited data. Compare each plan’s price and data allowance on the pricing page; make your selection in the user dashboard. If you’re unsure how an existing subscription works with another product, ask support through a ticket rather than assuming data can be combined or merged automatically.

Monthly plan data resets each month on the activation date. If you upgrade mid-cycle, the price difference is prorated for the remaining days. The reset follows your activation date, not the calendar month. When checking usage, refer to the billing period shown in the dashboard rather than the calendar alone. Before upgrading, review the order and plan details displayed in the dashboard and confirm the plan you want. If the allowance or billing period doesn’t match your expectations, keep the relevant order details and ask support to check them through a ticket. Don’t repeat the upgrade. Data packages last until used and never expire, so the monthly reset schedule for monthly plans doesn’t apply. Don’t infer unlisted rules about combining data, rollover or automatic renewal from the reset schedule.

Supported payment methods: Alipay / WeChat Pay / USDT. If your dashboard status hasn’t changed after payment, return to the original order page to check its status and confirm you used the payment details for that order. Don’t assume the order is complete just because the payment page closed, and don’t pay again before confirming the status. Keep the order ID, payment record and any on-screen message, then submit them for review in a support ticket. Screenshots should show only information related to that order; redact other account details. Payment pages vary by method, so follow the amount and next steps shown for the current order in your dashboard. Don’t apply discount, credit or processing-time information from other sites when VPNJY hasn’t provided it.

VPNJY offers a 30-day money-back guarantee. To request a refund, sign in to the user dashboard and submit a support ticket explaining your request, with the relevant order details. See the Terms of Service for the full terms. Before submitting, confirm that the order belongs to your current account so it isn’t confused with another payment. If your request relates to connection performance, you can describe the issue too, but don’t post your password or subscription link publicly. If you can’t access the dashboard, first follow the login troubleshooting steps under Accounts & Subscriptions, then submit your request once you’re able to sign in. Follow the ticket discussion and order outcome; don’t assume a refund arrival time, payment provider processing speed or any terms that haven’t been stated.