VPN Support

No email address is required. Create an account with a username and password. Save both after creating your account; a password manager is a good option. Make sure you can sign in to the user panel again. Your credentials provide access to orders, plans and subscriptions, so don’t share them with anyone. Since account creation doesn’t use an email address, don’t assume email-based password recovery is available, and never send your password in a support ticket. If you can’t sign in, check your input method, capitalization and the username saved in your password manager, then make sure you’re using the account you originally created. Use the recovery options actually shown in the panel.

Sign in to the user panel to get your subscription, then import it from the subscription or configuration section of your client. If you already have a subscription, select its existing profile and choose Update Subscription or Refresh instead of repeatedly adding duplicates. When the update finishes, check for errors, review the server list and confirm the active profile is the one just updated. If the update fails, check your internet connection, plan status and whether the copied link is complete. If the problem persists, get a fresh subscription from the panel. Subscription links contain access credentials: hide the full link and its parameters in screenshots, and never share it publicly.

There’s no limit on the number of devices connected at once. When switching devices, keep using your existing account: install a compatible client on the new device, sign in to the user panel to get your subscription, and import it. You don’t need a new plan just because you changed devices. Device limits and plan data allowances are separate: unlimited devices does not mean unlimited data, so check your plan and usage in the panel. When you stop using an old device, remove any saved subscription and account credentials. If someone else has used the device, check whether the panel offers a subscription reset option, then update any clients you still use as directed.

Supported platforms: Windows / macOS / iOS / Android / Linux. The client establishes a connection on your device; the subscription imports the server configurations available to your account into the client. They’re not the same thing. You can get clients for Windows, macOS, Android and Linux after signing in to the user panel; downloading the iOS client requires an active plan. Get your subscription after signing in, and choose the import method provided for your client. If you already have other networking tools installed, check which client is currently in use so you don’t import the subscription into a different app and mistake that for a failed setup.

Disconnect the proxy first and make sure your device can access everyday websites without it. Then check your plan and data usage in the user panel. Update the subscription, confirm the correct profile is enabled, try another route and check the specific error shown by the client. If another proxy or network-filtering tool is running, temporarily quit it and test again to avoid conflicting configurations. Change one setting at a time and note the result; changing the route, proxy mode and DNS settings all at once makes it difficult to identify the cause. If you still can’t connect, submit a support ticket with the error message and the checks you’ve completed.

A working browser only confirms that the browser’s connection path is working; it doesn’t mean every app is using the proxy. Check whether the client’s system proxy is enabled and which mode it’s using, such as rule-based mode. Then check whether the app has its own proxy settings, is covered by a direct-connection rule or is affected by per-app proxy options. Some apps don’t follow the system proxy. Consult your client’s documentation to see whether virtual network interface mode is appropriate. After changing settings, fully quit and reopen the app so it doesn’t reuse an old connection. Don’t disable system security features without a clear reason. If you’re unsure what an option does, keep the original settings and ask for help.

A connected status usually means one step in the client’s connection process has completed; it doesn’t guarantee that a particular website is reachable. Compare different websites and apps. If only one website fails, check the service’s status and regional restrictions. If all websites fail, focus on the current route, proxy mode and any DNS errors. Try another route and reload the page; if needed, quit and reopen the browser before testing again. You can also check your current exit IP using the IP check page on this site, but a changed IP alone doesn’t prove that every app is using the proxy. If you recently changed DNS or routing rules, restore the last working settings and troubleshoot one change at a time.

Sign in to the user panel and describe the issue on the support ticket page. Include your device platform, client name, network connection, affected route or region, target app and any settings you changed before or after the issue began. Explain whether you can’t connect, can connect but can’t load content, or get interrupted during playback or downloads. Include the client’s error message and the steps you’ve already tried. Check screenshots and logs first, and hide passwords, full subscription links, sensitive payment details and other account information. Give enough detail for someone to reproduce the problem rather than just saying it doesn’t work. If there’s a specific error, include its exact wording instead of paraphrasing it.

Keep your current client settings and pause data-heavy tasks on other devices. Then compare other routes using the same service. Check how quickly it opens, whether playback continues smoothly and whether it stalls partway through; don’t rely only on the client’s connected status. If another route in the same region works noticeably better, use the more stable one for now. If speeds remain slow across regions, check your local Wi-Fi, broadband connection and the target website’s status. Keep the app and content consistent during tests so differences in video quality aren’t mistaken for route performance. If the problem persists, note the region and symptoms and report them in a support ticket.

VPNFresh covers 100+ countries and 180+ routes. First check whether the service you want to use requires a particular region, then compare how available routes perform in practice. A closer route can be a useful place to start, but cross-border routing, your local network and the service’s access point all affect performance, so map distance alone isn’t enough to choose. For everyday browsing, stick with routes you’ve confirmed work well. For region-specific content, check the service’s rules first. If the region you expect isn’t listed, update your subscription and check the node page and the current list in the panel. Names in an old configuration don’t confirm that a route is still available.

Not necessarily. A platform may check your exit region, account region, subscription eligibility, payment details and existing session. Changing routes alone can’t guarantee access. Check the platform’s published region and account requirements, choose a route that fits, then reopen the app or start a new session. If other websites work but the platform still says it’s unavailable, treat this as a platform-specific issue rather than a general connection failure. Don’t switch through many regions repeatedly just to test, and don’t assume a route name guarantees ongoing access to a particular platform. When reporting the issue, include the exact message so it’s easier to tell a network error from a platform restriction.

Latency mainly measures the round-trip response from a test endpoint. It doesn’t, by itself, tell you download throughput, sustained video performance or how quickly a website responds. The client’s test endpoint may also differ from the service you’re actually using, so a low-latency route won’t necessarily work best in every app. Check whether pages load consistently, video plays without interruption, the connection stays up and your local network is stable. Compare routes using the same app and similar actions, and avoid background downloads that could affect the results. Route status figures can help narrow down your options, but real-world performance in your intended use is what matters. They aren’t a guarantee of the speed you’ll get on your device.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data resets monthly on your activation date. If you upgrade mid-cycle, the price difference is prorated for the remaining days. Check your actual usage in the panel and consider whether you mainly browse occasionally or regularly stream and download; you don’t need a higher data tier just because you use more devices. Your activation date isn’t necessarily the first day of a calendar month, so check the cycle and data status shown in the panel. Before upgrading, review the prorated amount and plan details on the confirmation page. If anything looks different from what you expected, keep the order details and contact support rather than creating another order.

Data add-ons: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. Use the data as needed; it never expires. Monthly plan data resets on your activation date, while add-ons are consumed as you use them, so the two have different billing arrangements. Before choosing, consider how regularly you use the service and whether you can make good use of a monthly allowance during its cycle, then compare the plan details. Add-on data never expiring doesn’t mean it’s unlimited; usage still reduces your balance. If you already have another plan on your account, check the panel for how plans can be combined, switched or activated. If anything is unclear, ask support before choosing.

Supported payment methods: Alipay / WeChat Pay / USDT. Start from the order flow in the user panel and check the plan and amount on the order before paying. If the panel hasn’t updated after payment, return to your order list to check the order status, then confirm the payment is complete in your payment provider’s records. Don’t assume a payment succeeded just because a page closed or redirected, and don’t pay again before checking. If you’re still unsure, contact support with the order ID, payment method and screenshots showing the relevant status. Hide any personal information that isn’t needed. For USDT, follow the network and recipient details shown on the current order page exactly; don’t use details from an old screenshot instead.

VPNFresh offers a 60-day no-questions-asked refund. To request one, sign in to the user panel, open the support ticket page, and state that you’d like a refund. Include the order ID and plan details so the order can be identified. Check the refund policy and terms of service for eligibility and the applicable process. You don’t need to finish troubleshooting a network issue before requesting a refund. If you’d also like help with your connection, describe that separately in the ticket. Check for replies in the same ticket and continue there if more information is needed, rather than submitting duplicates. Refund arrival depends on the outcome of the request and the payment provider; this page makes no separate promise about processing times.