Account & Subscriptions
Your account manages your plan, subscription and orders. First, make sure you’re signed in to the right account, then update your configuration or move to a new device. This helps rule out account issues before troubleshooting the connection.
Do I need an email address to create an account? What if I forget my password?
No email address is required. Create an account with a username and password. Save both in a trusted password manager, and make sure you have the credentials for the account you’re using. Since the account isn’t linked to an email address, don’t assume email recovery is available. If you forget your password, first check saved credentials in your browser or password manager. If you still can’t sign in, visit the contact page to find available support options. Keep order details or other information that can verify account ownership ready, but never share your password, subscription link or full payment details on public pages or in screenshots.
How do I update my subscription link? Should I delete the old configuration?
Sign in to the user panel and check your plan status and remaining data. Then open the subscription or configuration section in your client and update the existing subscription. If the link has expired, return to the panel to get the current subscription details for your account, import them again and test the connection. Don’t reuse an old link from a chat. Updating usually refreshes the server list; it doesn’t delete your local configuration. Keep the old configuration until you’ve confirmed the new one connects, then remove any duplicates. Your subscription link is an account credential. When troubleshooting, describe the error instead of sending the full link.
Do I need to buy another plan when I change computers or add a device?
There’s no limit on the number of devices that can be online at the same time, so changing devices doesn’t mean you need to buy another plan just because of the device count. VPNPan supports Windows / macOS / iOS / Android / Linux. Sign in to the user panel on your new device, open the client download page and import your subscription using the instructions for that platform. Once connected, check the selected route and plan status; don’t assume another device’s system permission settings apply here. Unlimited devices don’t mean extra data: devices using the same subscription share the account’s data allowance. After moving, remove any account credentials you no longer use from the old device.
Monthly plans or data bundles: which should I choose, and when does data reset?
Monthly plans suit regular use. Data resets each month on the day you activated the plan, not on the first day of the calendar month. Available monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB and ¥28/month for 500GB. Data bundles suit more occasional use: they never expire and remain available until used. Options are ¥158/300GB, ¥358/1000GB and ¥658/3000GB. Before choosing, check your actual data usage in the panel and consider downloads, video streaming and everyday tools. Monthly reset rules don’t mean data bundles are topped up automatically.
Connections & Troubleshooting
Retest with the same app on the same network, then change settings one at a time. Specific error messages and steps to reproduce the issue are more useful than repeatedly reinstalling the client.
The client says it’s connected, but webpages won’t load. What should I check first?
First, make sure your device can access the local network, then check your plan status and remaining data in the user panel. Check which route is selected in the client; update your subscription, switch routes and test again. Confirm that the system proxy or any network permissions required by your platform are enabled. A connected status may only mean the connection profile has started; it doesn’t guarantee that every app’s traffic is using the route successfully. Test more than one website and temporarily close other proxy tools to prevent conflicts. If only a particular site fails, check the app’s routing rules, regional requirements or service status.
Why does my browser work, but a particular app won’t use the proxy?
Apps handle proxy settings differently, so a working browser doesn’t mean other apps will use the same network route automatically. Check the client’s routing rules to make sure the service and its login, image and API domains aren’t set to connect directly. Then check whether the app has its own proxy settings. Command-line tools, IDE extensions and developer tools may also need separate network configuration; restart the relevant process after making changes. Don’t copy ports or configuration values from online guides—use the details shown in your local client. For more detailed troubleshooting, see our AI Tools guides.
The connection drops after sleep, a network change or returning to the foreground. What can I do?
After a network change, an existing connection may still be using the old network route. Sleep or the system closing background processes can also pause the client. First, make sure the current network works, then check the client’s status, reconnect to the route and reload the app you’re using. If it keeps happening, check your system’s background activity, power management and VPN permissions, and allow the client to run as needed. Change one setting at a time so you can tell whether network switching or waking from sleep is the cause. When submitting a support ticket, include your platform, the client’s message and what triggered the issue. This helps distinguish a permissions problem from a route issue.
What information should I include in a support ticket about an ongoing connection issue?
Sign in to the user panel and open the support ticket page. Include your platform, client name, selected route, approximate time of the issue, and whether all websites or only a specific app are affected. List what you’ve already tried, such as updating the subscription, switching routes, restarting the app and testing on another network. Keep error messages visible in screenshots, but hide account details such as your username, subscription link and payment credentials. Check logs for access credentials before sharing them. Reproducible steps are more helpful than simply saying that you can’t connect. Never include your password in a support ticket or post unredacted logs publicly.
Speed & Routes
Assess the region, route and destination service separately. Establishing a connection, accessing an app and keeping a long-running task connected are different things to check.
Slowdowns at peak times: should I switch regions or route types first?
Keep the service and device the same, then try other routes in your current region. Check whether page loads, video buffering or streaming output improves before comparing other available regions. This makes it easier to tell whether the difference comes from the route or the exit region. Also check your Wi-Fi signal, background downloads and traffic from other devices so local congestion isn’t mistaken for an exit-route problem. IEPL, relay and direct routes are useful points of comparison, but no route type guarantees smooth performance at every time of day. Choose based on how well the route handles your current task and network; there’s no need to keep switching away from a connection that works just to chase a label.
What’s the difference between IEPL, relay and direct routes?
These labels describe how traffic travels. IEPL refers to a dedicated link; a relay route sends traffic through an intermediary; a direct route connects straight to the exit. Check the panel for the routes currently available, and don’t assume a route is faster on every network just because of its name. To compare them, keep the exit region fixed and check whether sign-ins work, pages load fully and longer tasks stay connected. When comparing regions, also consider the service’s regional requirements. If the current route performs poorly, try another type, but there’s no need to change every app and client setting at the same time.
How much coverage is available? Are nearby regions always faster?
VPNPan offers 100+ countries / 250+ routes. Check the user panel and your updated subscription list for the routes currently available. Japan, Hong Kong, the United States, Singapore and Switzerland are among the regions you can compare, but a closer location isn’t necessarily faster. Your local network, access route, exit load and the service’s location can all affect performance. For everyday browsing, start by comparing nearby regions that suit your needs. For services with regional requirements, check their official supported regions first. Coverage doesn’t mean every route will meet every platform’s regional checks, and a region name alone doesn’t determine what a route is suitable for.
What should I do if ChatGPT, Claude or a streaming service says its region isn’t available?
First, check the platform’s official regional rules and account requirements, then make sure the client is using the expected exit region. If a browser works but the app shows a different result, check routing rules, the app’s own proxy settings and any stale session. Save your work before signing in again to retest. AI tools and streaming services make decisions based on account details, the exit environment and their own rules. A connected route doesn’t guarantee that a platform will allow access. Avoid switching regions or signing in repeatedly in a short period. If the restriction persists, note the exact message and distinguish a connection failure from an account restriction or the service’s regional rules.
Billing & Refunds
Check your order and plan status first, then look into payment, upgrades or refunds. Data reset rules and plan change rules are separate.
How can I pay? What if my plan doesn’t appear after payment?
We accept Alipay / WeChat Pay / USDT. Pay through the plans and orders flow in the user panel; don’t send payment to an address provided in an unsolicited message. After paying, return to the original order to check its status and make sure you’re signed in to the account used to place it. Don’t create the same order again just because the page hasn’t updated yet. If the payment shows as complete but your plan still doesn’t appear, submit a support ticket with the order details, payment method and a description of the issue. Hide unrelated transactions and account details in payment screenshots, but leave enough information to verify the order. Check the panel to confirm whether the order is complete.
How are the price difference and remaining time calculated when I upgrade a monthly plan?
When you upgrade mid-cycle, the price difference is converted into remaining days. Before proceeding, check your current plan status, the upgrade page details and the order confirmation in the user panel. Don’t estimate the result based on the days left in the calendar month. Monthly plan data resets on the activation date; upgrade calculations and data resets are separate rules. If you have questions about the result, keep the plan details from before and after the upgrade, along with the related order, and ask support to review them. Don’t assume data has been added based only on the payment amount, or that every plan change is handled in the same way.
Do you offer refunds? How do I request one?
VPNPan offers a 7-day no-questions-asked refund. To request one, sign in to the user panel and open a support ticket with your refund request and the relevant order. See the refund policy page for details. You don’t need to keep switching routes to submit a request, and you shouldn’t provide your password or full subscription link as proof. If you can’t sign in, check the contact page for available support options and keep your order records. Submit your request through a channel that can verify your account and order. The ticket reply will confirm the status and outcome; submitting a request doesn’t mean the refund has already been processed.
What should I do if I’ve used all my data but my plan is still active?
In the user panel, check your plan status, remaining data and reset date separately. An active plan doesn’t necessarily mean you still have data available. Monthly plan data resets each month on the activation date; use the date shown in the panel to plan your usage. If you need to change plans, check the change details and order confirmation first. Data bundles remain available until used, never expire and aren’t topped up monthly. Also check background downloads, video streaming and usage on other devices to find what’s consuming data. Reimporting your subscription or switching routes won’t restore data or change your account’s billing rules.