VPNEG FAQs

No email address is required; create an account with a username and password. Keep both safe, use a password you don’t use on other websites, and don’t let anyone else access your account. Since your account isn’t linked to an email address, don’t assume you can recover it by email. If you can’t log in, check your username, capitalization, and keyboard settings, then make sure you haven’t used a password from another site by mistake. If you’re still signed in on a device, keep that session active. Note any account details that can help verify your identity, then contact support through the ticket section of the user panel. You don’t need to include your password or full subscription link in your message.

Sign in to the user panel and find your subscription link in the subscription section. Add it through your client’s subscription import feature. To refresh it later, open subscription management in the client, find the existing subscription, and select Update. Check for a success message and confirm that the server list belongs to your current account; don’t keep using an old configuration you added manually. If the update fails, make sure your device can access the user panel and your subscription is active, then copy the link from the panel again and check it. Keep your full subscription link private—don’t share it in public screenshots, group chats, or support tickets. Treat it like an account credential.

There’s no device limit for simultaneous connections, so switching devices alone doesn’t mean you need to buy again. VPNEG supports Windows / macOS / iOS / Android / Linux. Sign in to the user panel on your new device, download the client for that platform, and import your subscription. Each device may save its own server selection, routing rules, and system permissions, so a working connection on one device doesn’t mean another is set up. On the new device, check that the subscription imported successfully, the system allows the connection, and the selected exit suits your needs. Unlimited devices doesn’t mean unlimited data, so keep an eye on your account’s data balance.

The client is software on your device that establishes the connection. The subscription provides access to your account’s servers and configuration; they aren’t interchangeable. First, sign in to the user panel, open the client download section, and install the version for your operating system. Then go to your account’s subscription section and import the configuration. Installing the client without importing a subscription usually leaves you with no servers to choose from. Copying the subscription link without adding it to the client won’t connect you either. After importing, select an exit, allow the system configuration, and start the connection. Button names vary by platform, so follow the current client interface. See the Quick Start guide for the full walkthrough.

A connected status means the client has established a connection; it doesn’t guarantee that all traffic is going through the selected exit correctly. Disconnect and check that your device can access everyday websites over its regular network. Reconnect, then test several websites to see whether everything fails or only one service. Next, make sure your subscription is active and has data available, and check that the system proxy or VPN permission is enabled. If another proxy or network-control app is running, pause it and try again. If the problem persists, switch to another exit and note the error message, client platform, and network type for your support ticket.

Browsers and other apps may use different network routes. Some apps follow the system proxy, while others need the client’s VPN or network-tunneling mode; routing rules can also affect them. Check that the app isn’t excluded from proxy traffic, then confirm that the client has the network permissions required by your system. If the client offers a global mode, switch to it temporarily for troubleshooting. If the app works in global mode, check your routing rules rather than assuming the server is unavailable. Restore your preferred mode when you’re done testing. The app may also have its own account, service-region, or security requirements; a proxy connection doesn’t replace them.

Check the subscription source and import method before reinstalling. Make sure you copied the subscription link from the user panel, included every character, and didn’t mistake a webpage address for the subscription link. In the client, use the subscription import option—not a field for adding a single server—and confirm that the client supports the configuration format. If the old subscription is still visible, keep its configuration and any important settings before trying an update or importing it again. Reinstalling may erase local rules without fixing an account or link problem. If it still fails, send the error text and a screenshot with sensitive details obscured. Don’t share the full link.

Sleep or a network change can disrupt an existing connection, especially when your device moves between networks. Check that the new network is working, disconnect in the client, and reconnect. If that doesn’t help, select another exit and test again. On mobile devices, check whether the system limits the client’s background activity and whether its VPN configuration is still allowed. Don’t disable all system security settings just to keep the connection active; adjust only permissions related to the client. If the issue keeps happening on a particular network, note the network type, when it occurs, and any error message. Test another network for comparison, then include those details in a support ticket.

Check your local network and exit before changing plans based on a single slowdown. Pause background downloads and cloud syncing, and make sure other tasks aren’t using all your bandwidth. Then compare different exits using the same device and video. Try exits in different regions or with different route types to see whether performance changes. If all exits are slow, check your local network, Wi-Fi signal, and the streaming service’s status. A plan’s data allowance doesn’t determine its real-time speed, and a larger plan isn’t necessarily faster. If the issue happens mainly at peak hours, include the time, exit name, and app or service in your support ticket. Those details are more useful than simply reporting that it’s slow.

Direct, relayed, and IEPL routes describe how traffic is routed and organized; they aren’t a universal speed ranking. A direct route is more straightforward, but performance still depends on routing between your local network and the exit. A relay forwards traffic through an intermediate link, which may improve the route on some networks. Dedicated lines use different link resources and network topologies. Choose a region that suits the service you want to access, then compare the available exits in practice. A nearby location isn’t always faster, and a route labeled “dedicated” still needs to be tested on your network. Protocols and route types are different things. See the Routes and Protocols page for more detail.

VPNEG covers 120+ countries / 180+ routes. This describes the available route options, not a guarantee that every exit works with every AI tool or streaming service. Check the service’s supported regions, account requirements, and usage rules first, then choose an appropriate exit. For access to services in mainland China, also check the platform’s account and content-licensing region requirements. If only one platform has a problem after you connect, check its service status and account messages before reinstalling the client. Stick to an exit suited to your use case where possible; frequent region changes may trigger additional checks. Availability depends on the service’s rules and your current connection.

A protocol is only one factor in connection performance. It can’t, by itself, fix local Wi-Fi interference, upstream congestion, or problems with the destination service. Trojan, VLESS, Hysteria2, and TUIC each make different design trade-offs. Results also depend on the client implementation, network conditions, and route. For troubleshooting, change one factor at a time: try another exit first, then compare the available protocols. Changing several settings at once makes it hard to identify the cause. Battery use on mobile devices also depends on background activity, signal strength, and sustained data transfer—not just the protocol name. If one configuration behaves unexpectedly, note your client platform, network type, and symptoms, then work through the Routes and Protocols guide.

Monthly subscriptions: ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data resets monthly on the activation date. Data plans: ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. Data is available until used and never expires. Choose based on how regularly you use the service and how you prefer to manage data: monthly subscriptions suit regular use, while data plans may suit occasional use. A monthly reset happens on your activation date, not at the start of each calendar month. A data plan doesn’t renew with the same allowance every month. Sign in to the user panel to check your remaining data and account status. See the Pricing page for full prices and billing details.

VPNEG supports Alipay / WeChat Pay / USDT. Create an order in the user panel and pay using the method shown on the order page; steps vary by payment method, so follow the checkout instructions. After paying, return to the panel and check the order and subscription statuses. A payment confirmation in your payment app alone doesn’t mean your subscription has updated. If the payment and order statuses don’t match, keep the order number and payment receipt, and don’t create and pay for the same order again. Then open a support ticket with the payment method, order status, and issue. If you attach a screenshot, hide information that isn’t needed to verify the payment. Never send your account password or full subscription link.

When you upgrade a monthly subscription partway through, the price difference is converted into remaining days. Before upgrading, check your current plan and status in the user panel, review the result shown on the upgrade page, and make sure it fits your needs. Don’t assume an upgrade means a refund for unused data, a new full billing period, or that data allowances from different plans are added together; these are separate billing concepts. If the displayed conversion differs from what you expected, pause before proceeding and ask support to verify your current and target plans through a ticket. Monthly subscription data resets on the activation date. Confirm your account status after upgrading in the panel rather than relying on cached information in an old client.

VPNEG offers 14-day no-questions-asked refunds. To request one, sign in to the user panel and submit a refund request through a support ticket, including your order number and payment method so the request can be verified. See the Terms of Service for eligibility details. Troubleshooting a connection and requesting a refund are separate matters; you can submit a refund request directly without waiting to gather troubleshooting details. If you also want help diagnosing a connection issue, include your client platform, exit name, and any error message. Don’t send your password or full subscription link. Check refund progress through your panel ticket. Don’t assume a fixed processing time or treat this page as a promise about payment-provider processing times.