FAQs and subscription help

No email address is required. Create an account with a username and password, and use the same account to sign in to the dashboard, view orders, access your subscription, and submit support tickets. Store your credentials in a trusted password manager. Never share your password together with your subscription link. If you can’t sign in, check your keyboard input, letter case, and any extra spaces. If the issue persists, contact support and describe the account issue without including your password.

Windows, macOS, iOS, Android, and Linux are supported. In the dashboard, open the client download section and follow the instructions for your operating system. Sign in to access your subscription; download access is determined by the dashboard. The client app connects to a route, while the subscription provides the route details for your account. You need both. After installation, get the subscription from your current account dashboard rather than copying an address from a tutorial screenshot. Installing the app does not mean you’re connected.

Sign in to the dashboard and check your plan status and data usage, then go to the subscription section to get the current link. In the client app, find the subscription or configuration list, update the relevant entry, then choose a route and connect again. If the update fails, check that your device can access the dashboard and that the link is complete, with no extra spaces or line breaks. You can also disconnect from the proxy and try again. If the dashboard provides a new subscription link, replace the old entry. Your subscription link is an account credential, so hide it before sharing screenshots.

VPNWH supports unlimited devices, so changing devices alone doesn’t require choosing a new plan. Sign in to the same account on your new device, install the client app using the platform-specific instructions, and import your subscription. Keep an eye on your plan’s data allowance when using multiple devices, as background syncing or downloads on one device can use it continuously. If you no longer use an old device, remove its subscription configuration and sign out. Don’t transfer devices by sharing your subscription link with someone else.

The client app may retain route names imported earlier. Their presence in the list doesn’t mean your account still has an active plan or available data. If you suddenly can’t connect, check your plan’s validity, remaining data, and order status in the dashboard, then update the client subscription. This helps you distinguish account issues from local connection problems without repeatedly changing network settings. If the dashboard shows everything is in order but the client still won’t connect, note any update error and follow the connection troubleshooting steps.

Disconnect the client app and check whether regular websites load. Then make sure your device’s date and time are correct. Check your plan status, data allowance, and subscription in the dashboard, update the subscription, and try a different route. Confirm that the system proxy or tunnel mode is enabled as instructed, and temporarily quit other proxy tools that might take control of your network. Change one setting at a time and keep track of the original settings. If you still can’t connect on different networks, submit a support ticket with the error message and the checks you’ve already tried.

A connected status usually means the client has established a connection, but it doesn’t guarantee that browser traffic is using that route. Test a regular website and the site you’re trying to reach to see whether all webpages are affected or just one service. Check for conflicts between the system proxy, tunnel mode, and browser proxy extensions. Then check the client’s request log for the target domain. If it reports a DNS resolution failure, review the DNS settings using the client’s instructions. Don’t change the protocol, routing rules, and DNS settings all at once, or it’ll be hard to tell what fixed the issue.

Some apps don’t follow the system proxy, or app-specific proxy rules may be set to connect directly. Open the client’s connection log, then use the app and check whether its process or domain appears and which rule it matches. If there’s no log entry, check whether the client needs tunnel mode enabled or the app added to the proxy scope. If there is an entry but it connects directly, review the rule order and the domains used by the app. After changing the settings, quit and reopen the app so existing connections don’t keep using the old route.

First, check whether the connection drops only after you lock the screen, switch apps, or change networks. Mobile power-saving and background management settings may pause the client, so allow the necessary background activity in your system settings and make sure proxy permissions are still enabled. After switching between Wi-Fi and mobile data, reconnect and check whether the affected app works again. Don’t delete all your settings; keep your logs and subscription entry. If the app works in the foreground but keeps disconnecting in the background, include your operating system, client app, and the action that triggered the drop in your support ticket.

Describe the issue through the support ticket section of the user dashboard. Include your device’s operating system, client app, network type, route name, affected app, and roughly when the issue started. Say whether you can’t connect at all, webpages won’t load after connecting, or only one app is affected. List the steps you’ve already tried. You can attach a screenshot of the error or a relevant, reviewed log excerpt. Before sending, hide your password, full subscription link, access tokens, and other private information. If you already have a ticket, add your findings there so the troubleshooting history stays together.

VPNWH covers 90+ countries with 240+ routes. The server page explains route groups and how to choose a route. For currently available regions, names, and route types, check the user dashboard and the latest client list. Before choosing a region, check the target service’s location requirements and consider how each route performs on your local network; geographic distance isn’t the only factor. If the site and client list don’t match, update your subscription first. If you still have questions, include the route name in a support ticket so the team can check it.

These terms describe different network paths, but the route type alone can’t tell you how a route will perform on your current network. Start with a route in the region required by the service you want to use. Compare webpage loading, app responsiveness, and connection stability, then try other route types. For apps that need long sessions, check for repeated disconnects. For video, watch for frequent buffering. A successful connection once doesn’t guarantee the same result on every network; choose based on your current local network conditions.

Pause background downloads, cloud sync, and other tasks using your network, then check whether your local connection is congested. In the same app, compare routes in the same region, then try other suitable regions or route types while keeping other conditions unchanged. Reconnect the app after switching so it doesn’t keep using an existing session on the old route. If slowdowns happen only at certain times, note the time, region, route type, and affected app, then report the details through a support ticket. A connected status in the client app alone doesn’t mean the route is performing well.

Speed tests and apps may use different network paths, so a test result doesn’t reflect how the app itself performs. First, confirm that the video or AI app matches the intended routing rule, then check whether its related domains use the same exit region. Compare other suitable routes, then reopen the app or start a new session. For video, also check your account region, selected title, and playback settings. For AI tools, distinguish network errors from messages about your platform account. A network connection can’t replace eligibility to use a service or guarantee that any service will always be available.

Global proxy mode isn’t a good long-term fix. Smart routing sends requests that need international routes through the proxy while letting requests suited to local access connect directly. Check the connection log to see which rule matched the slow website, then make sure global mode wasn’t enabled by mistake and that a custom rule didn’t send it through an international route. Fix the rule, reopen the webpage, and compare the results. If only one app needs the proxy, adjust its rule instead of changing the exit route for every app and disrupting local access that already works.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data resets monthly on the activation date. To estimate the allowance you need, consider web browsing, video, file transfers, and how many devices you use. Device count and data allowance are separate. Check your remaining data and current plan status in the user dashboard. If you’re running low, first check for ongoing downloads or sync tasks, then review the available plans based on your needs.

Data packages are ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They don’t expire and can be used until the data runs out. Monthly plan data resets each month on the activation date. The two options suit different usage patterns, so compare both the allowance and how you plan to use it, not just the price. If your usage is irregular, consider a data package; if you use the service regularly month to month, compare the monthly plans. Check the dashboard for the plans currently available to your account. Don’t assume that different products can be combined or credited toward each other.

The price difference for a mid-cycle upgrade is converted into the remaining days. Check the available plans and order confirmation in the user dashboard. Before proceeding, verify the selected plan, data allowance, and the change details shown. Don’t assume the upgrade simply charges the difference between the listed prices, and don’t try to calculate the new end date yourself. If the dashboard shows something unexpected, save screenshots of your current plan and order page, then ask through a support ticket. Avoid creating repeat orders or making more changes before the outcome is confirmed, as this can make the issue harder to check.

VPNWH supports Alipay, WeChat Pay, and USDT. After paying, return to the user dashboard and open the relevant order to check whether your plan status has updated. If the payment page shows completion but the dashboard hasn’t changed, refresh the order page and make sure you’re signed in to the account that placed the order. Don’t rely on an old client configuration to confirm the payment. If the issue persists, submit a support ticket with the order details and a screenshot of the payment status, hiding any unrelated private information. Follow up on the original order rather than paying repeatedly to try to activate it. Never post payment credentials in a public discussion area.

VPNWH offers a 14-day no-questions-asked refund. To request one, open the support ticket section in the user dashboard, say that you’d like a refund, and include the relevant order details. Follow the ticket instructions to complete the review. Read the Terms of Service for eligibility and full details. Requesting a refund is separate from disconnecting the client: quitting the app, deleting the subscription, or stopping use doesn’t submit a refund request. Follow up in the original ticket rather than creating a duplicate. If there’s also an issue with your payment status, mention it so the team can check both.