FAQs & Connection Troubleshooting

No email address is required. Create an account with a username and password. Afterward, save them in a trusted password manager and make sure you can sign in to the user panel before choosing a plan. Your subscription URL is also sensitive account information; never post it in public comments, shared documents, or group chats. If you have trouble signing in later, check the capitalization of your username, your input method, and whether spaces were added before or after your password. If the problem persists, contact support using an option available in the panel. Since an email address is not required, email recovery should not be assumed to be available.

Sign in to get your subscription. Check your account and plan status in the user panel, then use the provided option to copy the subscription link or import it into your client. If it is already imported, select the existing subscription or profile in the client and update it instead of repeatedly creating duplicate profiles. After updating, make sure the active profile comes from that subscription, then select a route again. If the subscription URL in the panel has changed, replace the old profile with the new one; keeping both can make it easy to select the wrong profile. Before sharing a troubleshooting screenshot, hide the full subscription URL and any access credentials it contains.

There is no limit on the number of devices that can be online at once. You do not need to choose a new plan just because you have switched computers, tablets, or other supported devices. Sign in to the user panel on the new device, get the client for that platform, and import your subscription. Each device still needs the required system connection permissions and a valid profile. Unlimited devices does not mean each device has a separate data allowance, so check your current plan and remaining data in the panel before use. Before handing an old device to someone else, sign out and remove the subscription profile. If you think your subscription has been exposed, check whether the panel offers a reset option or submit a support ticket.

Windows, macOS, iOS, Android, and Linux are supported. Client downloads are available through the user panel; direct installer links are not provided on marketing pages. Except on iOS, you can get the client by signing in, without purchasing a plan. On iOS, access to the download option depends on having an eligible plan shown in the panel. Getting a client and getting a usable subscription are separate steps: sign in to obtain your subscription, and use it according to the plan status shown in the panel. Choose the option for your operating system and follow its prompts to grant the required permissions. If a download option is unavailable, check that you are signed in and do not download installers from unknown sources.

Disconnect the client first and check that your local network can access commonly used websites. If the local connection is not working, restore it before continuing. Next, check your plan status and remaining data in the panel, update your subscription, and make sure the selected profile and route are valid. Reconnect and try the target website in a browser to see whether all sites fail or only one service is affected. If another proxy or network-routing tool is running, quit it and test again. Avoid repeatedly reinstalling the client. Keep the exact error message, selected region, and details of what failed; they will help identify the issue.

Browsers and other apps may use different network paths. First, check whether the client has system proxy or the required traffic-routing feature enabled. Then check whether the rules are sending the target app or domain through a direct connection. Some apps do not use the system proxy and need another routing method supported by the client; the available settings vary by client. You can temporarily switch to global mode for comparison, then restore the appropriate rules once you have identified the difference. Fully quit and reopen the app after changing settings. If only a specific feature fails, note its name and the error message instead of reporting that the entire app is unusable.

System connection permission and subscription import are separate steps. First, make sure you got the client from the user panel, then follow your operating system's prompts to allow the required network configuration. Without permission, the client may not route traffic even if the subscription appears in its list. If import fails, check that the copied URL is complete and contains no extra spaces or line breaks, and confirm that the client recognizes the import format provided by the panel. Do not repeatedly open the subscription URL publicly as if it were a regular webpage. If the issue persists, save the error message and submit a support ticket. Hide the subscription URL, account details, and other sensitive information in screenshots.

Sign in to the user panel and open the support ticket section. Include your platform, client, network type, selected route region, and what you were doing when the issue occurred. Specify whether the problem is a failed connection, websites not loading after connecting, interrupted streaming output, or an unexpected payment status, and include any visible error message. If you have already updated your subscription, switched routes, or quit other proxy tools, describe what happened so support does not repeat those checks. Do not send your account password or full subscription URL, and hide sensitive information in screenshots. Keep follow-up details in the same ticket to preserve the troubleshooting history and context.

Coverage includes 100+ countries / 230+ routes. The options currently available are those shown in the user panel and your updated subscription list. When choosing a route, first check the target service's regional requirements, then consider how well your local network connects to that exit. Geographic distance alone is not a reliable guide. For everyday browsing, start by testing nearby regions. For region-specific content, select the relevant region and check the service's own licensing rules. A country or region label indicates an exit location; it does not guarantee that every website or app in that region will work. If a route has issues, compare it with other available routes in the same region and note what failed.

First distinguish local network congestion from route performance. Pause background downloads, cloud sync, and other tasks that continuously use bandwidth, then test other routes on the same device with the same content. If only one route is slow, try another available route in the same region. If all routes show similar issues, test using a different local network. Video playback can also depend on the streaming service, quality settings, and your device's decoding capability, so a single buffering incident does not necessarily indicate a subscription issue. Keep other conditions consistent while testing, and note the time, network environment, and results after switching routes. These details are more useful in a support ticket than a general report of slow speeds.

These terms describe different network path arrangements. IEPL refers to a dedicated cross-border link; a transit route typically passes through an intermediate node before reaching the target service; a direct route uses a more direct path. The route name alone does not predict your experience, and performance can vary over time. Check which route types are actually available in your current subscription, then choose based on how websites load, how steadily video plays, or how well your work tools connect. Do not treat an illustrative route description as a report of individual route testing. If you encounter an issue, compare available routes in the same region first, then consider changing regions. Changing too many variables at once makes the cause harder to identify.

Not necessarily. AI tools may use different connections for page loading, account sign-in, and streaming responses. An interrupted response could be related to route stability, but it could also be caused by server load, account restrictions, or local rules. First, make sure the whole session uses the same exit location, check whether rules are routing the target domain along different paths, and test with other network-routing tools turned off. Avoid switching regions repeatedly during sign-in or generation. Before choosing an exit, check the service's regional policies and account eligibility; a network connection does not override those requirements. To investigate further, note where the interruption occurs and any error message, then consult the complete AI guide or submit a support ticket.