Registration, Devices & Subscription Setup
Questions about account access, subscription refreshes and moving to another device. Subscription content is account-sensitive and should be used only in your own client.
Do I need an email address to create an account?
No email address is required. Create an account with a username and password. The username identifies your account, while the password lets you sign in to the user panel. Keep both details safe after registration. When switching browsers or devices, use the same account credentials to access your existing plans, subscription links and ticket history.
How do I update my subscription link?
Sign in to the user panel, open the subscription section and copy the subscription content shown for your current account. In the client, use Update Subscription, Refresh Configuration or Re-import so it can reload the route list. If the list does not change, delete the old configuration in the client and import it again from the user panel. Do not share subscription content on public pages.
Do I need to purchase another plan when I change devices?
No. VPNHX supports unlimited simultaneous devices, and existing plans work on Windows, macOS, iOS, Android and Linux. On a new device, sign in to the user panel to get the client and subscription content. Traffic is shared across connections under the same account, so when checking unusual usage, make sure older devices you no longer use are not still connected.
What should I do if I forget my username or password?
Because no email address is required for registration, you are responsible for keeping your account details. First check your password manager, saved browser records or the information retained when you registered. If you still cannot identify the account, use the ticket entry in the user panel to provide account clues and order details for verification. Do not include subscription content or your complete current password.
Connection Status & App Routing
Separate local network, client configuration and target-app issues first, then rule them out one by one in the same environment.
The client says it is connected, but webpages still will not open. What should I do?
Disconnect the current route first, then reconnect using another route in the same destination region. Fully quit and reopen the browser so the old connection is not reused. If no browser can connect, temporarily disable other system proxies, filtering tools or duplicate client processes, then reconnect to rule out multiple network components handling traffic at once.
Why is a particular app not using the accelerated route?
A common cause is Rule mode: the client has classified the app's traffic as a direct connection. Switch temporarily to a mode that covers all traffic to test it. If the app works then, the issue is in the routing rules. Update the subscription and rules, then check that the client has system network permission. If the app was already open, fully quit and restart it after switching routes.
What should I check if the connection keeps dropping?
First confirm that the local network itself is stable by disconnecting the accelerated route and testing whether ordinary webpages remain available. Then try a different route type instead of repeatedly reconnecting to the same problematic path. Sleep, network changes and background power saving can interrupt long-lived connections; reconnect after the network is restored. If the issue occurs only in a particular network environment, include the system, client, route name and reproduction steps in a ticket.
The subscription imported successfully, but the route list is empty. What should I do?
Confirm that you imported the subscription currently shown in the user panel, not an old screenshot or outdated configuration. Run the client's update subscription function and check for any format-parsing message. If an old configuration with the same name remains, delete it and import again. If the list is still empty, record the client platform, import method and message text and submit a ticket. Do not paste the full subscription content in a public discussion.
Peak Hours, Latency & Region Selection
Do not judge a route by a single metric. Keep the device and local network fixed, then compare different paths within the target region.
How should I choose a route during peak-hour slowdowns?
Filter routes by the region where the target service is located, then compare IEPL, relay and direct routes within that region. The local network exit may also be congested during peak hours, so connection success alone does not indicate route quality. After switching, reload the target page or restart playback so the new session uses the new route. If regions perform differently, prioritize the path that remains more stable over continuous use.
Why is access still slow when the route has low latency?
Latency measures only the round-trip time for a request; it does not by itself represent sustained transfer capacity. Your experience is also affected by the local network, international exit, target-service response time, route congestion and app caching. For a fair comparison, keep the same device and network and change only the route. Also pause large background sync or update tasks so other traffic does not distort the result.
What is the difference between IEPL, relay and direct routes?
IEPL focuses on a more consistently organized international link and suits scenarios that require a stable long-lived connection. A relay route first enters a relay gateway before connecting to the destination region, making it easier to adjust the international path. A direct route uses fewer intermediate steps, but its performance is more sensitive to changes in the local carrier network and international exit. Choose based on the destination region, current network and sustained results.
Which region should I choose for AI tools and streaming?
First check whether the service requires a particular account region, content region or exit region, then choose a route in the corresponding country or region. AI tools tend to prioritize session continuity, while streaming services also use content licensing regions to determine what is available. VPNHX covers 110+ countries / 240+ routes, and you can switch route types within the same destination region. Reopen the target service after switching so the new network session takes effect.
Monthly Subscriptions, Data Packages & Orders
Monthly subscriptions reset data on the activation date; data packages remain available until used. Payments, upgrades and refunds are handled in the user panel.
How much data is included in a monthly subscription, and when does it reset?
Monthly subscriptions include ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Data resets monthly on the activation date, not on the first day of each calendar month. Video playback, cloud-drive sync and system updates all count toward account traffic. Use the user panel as the source of truth for remaining data, and check whether other connected devices are transferring data in the background.
Does a data package reset every month?
No. Data packages are ¥158/300GB, ¥358/1000GB and ¥658/3000GB. They remain available until used and never expire. This is different from a monthly subscription, which resets each month on its activation date. If your usage is irregular and you prefer to consume data as needed, compare monthly subscriptions and data packages on the plans page before choosing.
How is a mid-cycle monthly subscription upgrade calculated?
For a mid-cycle monthly subscription upgrade, the price difference is prorated against the remaining days. Before upgrading, check the current plan, remaining status and target plan in the user panel, then confirm the change. Plans are ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Do not place a duplicate order instead of using the upgrade function, or your account may contain an unexpected order.
How do I request a refund?
VPNHX offers a 7-day no-questions-asked refund. To request one, sign in to the user panel, open the ticket entry, select the relevant order and explain your request. Support will process it based on the order and account status. Do not delete related order records or publish order credentials, payment details or subscription content through public channels.
Which payment methods are supported?
Alipay, WeChat Pay and USDT are supported. Open the plans or orders section in the user panel and use the payment option actually listed there. After paying, return to the orders section to check the status, rather than creating the same order again while the status is still updating. If the order status does not match the payment result, keep the relevant payment record and submit it for review through a ticket.