Identify the affected layer first
Connection issues usually involve one of several layers: account status, subscription configuration, client permissions, the local network or a specific route. Follow the order shown on the page and check one item at a time. If you change the client, protocol, route and network simultaneously, even a temporary recovery will be hard to explain. When submitting a ticket, include the operating system, client name, route type, steps taken and exact error text, but never submit your full password or subscription link.
Accounts & Subscriptions
Handle registration, sign-in, subscription imports, configuration updates and device changes.
What do I need to register for VPNHJ?
No email address is required—just a username and password. Choose a username known only to you and unlikely to be confused with accounts on other sites, and create a dedicated password for this service. Keep your login details safe after registration. You must sign in to the same user panel to view plans, get subscriptions, update client configurations and submit tickets.
Where can I get and update my subscription link?
Sign in to the user panel and get the link from the subscription section, then import it into your client. When the route list changes, return to the client and update the subscription or refresh the configuration instead of adding nodes one by one. If the old configuration has not changed for a long time, copy the subscription link from the panel again and re-import it. Treat the subscription link as a configuration credential; never post it publicly in forums, group chats or screenshots.
Do I need to buy another plan when I change devices?
No. VPNHJ supports unlimited devices, so you can use the active subscription linked to the same account on Windows / macOS / iOS / Android / Linux. When changing devices, sign in to the panel on the new device, get the subscription and import it into the client. To avoid configuration confusion, delete the saved subscription from the old device before retiring it. The subscription link should remain for the account holder’s use only.
What should I do if I forget my username or password?
Registration uses a username and password, so keeping both safe matters. First check your password manager, saved browser credentials or personal account records to make sure you are not using login details from another service. If you still cannot access the panel, use the ticket portal to provide account clues and relevant order details for verification through the support process. Never submit your full password or subscription link on a public page.
Why does the client say the subscription is invalid or show no routes?
First confirm that your current plan is still active and check that the copied content contains no extra spaces or line breaks. Then get the subscription again from the user panel, delete the old entry in the client and import it again. If the client supports subscription updates, refresh it first and then restart the client. If routes are still missing, record the client name, operating system and exact error text and submit them through a ticket. Do not include the full subscription link.
Connections & Troubleshooting
Check system proxy settings, app routing, network changes and permission status layer by layer.
The client says it is connected, but websites still will not load. What should I do?
Switch to another route first to see whether the issue is limited to the current node. Then check that the client has enabled the correct system proxy or full-device routing mode, and fully quit and restart the client. If the browser has a separate proxy extension, disable it temporarily to prevent two sets of rules from overriding each other. Finally, test with another browser to distinguish client configuration, browser cache and an issue with the target website itself.
Why does only one app fail to use the proxy?
This is usually related to the client’s split-routing rules, system network permissions or the app’s own connection method. Check whether the client is in rule mode and whether the target app has been added to the direct-connection list, then switch to a more comprehensive routing mode for comparison. After changing modes, fully close and reopen the app because existing connections may continue using the old path. If only one service is affected, test it again on another route.
What should I do if the connection does not recover after sleep or a network change?
When a device wakes from sleep or switches between networks, the existing connection may no longer be valid. Disconnect and reconnect in the client first. If it still does not recover, fully quit and restart the client. Then refresh the subscription and test another route. On mobile devices, confirm that the system has not suspended the client’s background network permission. If this happens often, record the network environment before and after the issue and the selected protocol for ticket troubleshooting.
What should I check first if the client stops connecting after a system update?
A system update may reset network permissions, proxy settings or the connection authorization required by the client. Open the client first and review any permission prompts, then check that the client is correctly managing the system proxy. Do not run multiple similar network tools at the same time, as they may conflict over ports or rules. After checking, refresh the subscription, restart the client and test another route. If the error remains, keep the exact error text and operating system details and send them through a ticket.
How can I identify the cause of repeated disconnections?
First determine whether the entire local network is dropping or only the current route. Temporarily stop the client and check whether the ordinary connection is stable. Once the basic network is working, test nearby routes and different route types separately. If only one route is affected, switch away from it. If every route disconnects repeatedly, check the client version, system time, network permissions and subscription status, then submit the recurring error messages in a ticket.
Speed & Routes
Compare direct, relay and IEPL dedicated routes and protocol differences to avoid unhelpful speed tests.
How should I choose between direct, relay and IEPL routes?
Direct routes are simpler and suit situations with a strong basic connection and a nearby destination. Relay routes use an additional link to improve connectivity in some network environments. IEPL dedicated routes are better suited to tasks that prioritize stable international links. Do not choose by route type alone: start with a nearby region, then compare real-world performance in the same app and network environment and keep the more stable option.
What is the right order of steps when performance slows during peak hours?
Pause bandwidth-heavy downloads, cloud sync and system updates first, then refresh the subscription so you do not continue using an outdated route configuration. Next, compare another relay or IEPL dedicated route in a nearby region while keeping the test app, quality setting and local network unchanged. If every route slows at once, check whether the local network is congested. Changing one variable at a time makes the bottleneck easier to identify; otherwise, speed testing becomes an experiment that cannot be reproduced.
Why is a speed test fast when the actual service still loads slowly?
A speed test reflects only the test server, current route and network conditions at that moment; it does not mean every target service uses the same path. Real-world performance is also affected by the target website’s response, content delivery region, client routing rules and local Wi-Fi. Test directly in the target app: keep the device and network unchanged, switch between regions and route types, and observe page loading, playback buffering or file transfers.
When choosing a node, is the closest location always best?
Geographic distance is a useful starting point, but it is not the only factor. Carrier peering paths, route type and the target service’s region all affect results. Start by testing nearby regions, then compare routes that align with the target service’s region. If a nearby node is congested, a relay or IEPL dedicated route may be more stable. VPNHJ covers 120+ countries / 250+ routes, so keep routes that work well for specific apps instead of staying on one node permanently.
What problems can switching protocols solve?
Protocols make different trade-offs in connection setup, recovery on weak networks, resource use and network compatibility. If a route cannot connect, recovers slowly after a mobile network switch or shows noticeable packet loss in a particular environment, compare another protocol supported by the client. There is no single protocol that is best everywhere. Keep the region and route type unchanged, replace only the protocol and observe the actual app performance.
Billing & Refunds
Review monthly subscriptions, data packs, upgrade calculations, payment and refund options.
How much data does a monthly subscription include, and when does it reset?
Monthly plans include: ¥9.9/month with 60GB · ¥18/month with 250GB · ¥28/month with 500GB. Data resets monthly on the activation date, and mid-cycle upgrades convert the price difference into the remaining days. Consider your actual video, file-sync and everyday browsing usage before choosing; do not compare monthly prices alone. Check the user panel for the remaining data and plan status in the current cycle.
What is the difference between a data pack and a monthly subscription?
Monthly subscriptions reset data on the activation date and suit steady, relatively regular use. Data packs last until used and never expire, making them better for irregular usage. Data packs are: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. Decide whether you need a fixed recurring allowance or prefer data that remains available long term, then verify the relevant option on the plans page.
How is a monthly subscription upgrade calculated mid-cycle?
The price difference for a mid-cycle upgrade is converted into the remaining days. Before upgrading, review your current plan, remaining period and available options in the user panel, then confirm the change. Because data resets monthly on the activation date, do not treat an upgrade as starting a completely separate cycle. If the order page does not match expectations, stop submitting duplicate requests, keep the order status and verify it through a ticket.
What payment methods does VPNHJ support?
Alipay / WeChat Pay / USDT are supported. Select a plan in the user panel and pay using the method shown on the checkout page. After payment, return to the order page to check the status instead of creating duplicate orders if the page takes a moment to update. If a payment record exists but the plan status has not changed, keep the relevant order details and submit them through a ticket for verification.
How do I request a refund?
VPNHJ offers a 30-day no-questions-asked refund. To apply, sign in to the user panel, submit a refund request through the ticket portal and include the order details and payment record that need verification. Do not display payment credentials or subscription links on public pages. Before submitting, review the refund policy to confirm the scope and required information. Once the ticket is open, add follow-up details in the same ticket to keep the context together.