VPNUL FAQ

Create an account with a username and password—no email address required. On the account page, choose a username you’ll recognize and keep your password somewhere safe. Use this account to sign in, view plans, and access your subscription. If you already have an account, sign in instead of creating another to troubleshoot connection issues. First, make sure you’re signed in to the account that holds your subscription.

Sign in to the user panel and find your subscription details in the account overview. Copy the link or use the import option provided by your client. Any sample address shown on the page is for demonstration only and won’t connect. If you can’t see the subscription you expect, check that you’re signed in to the right account and review your plan status, then submit a support ticket with details of what you see and the steps you took. Treat your subscription link like a credential—don’t share it publicly.

VPNUL allows unlimited devices to be connected at the same time, so changing devices alone doesn’t require another plan. Install a compatible client on the new device, sign in to your existing account, get your subscription from the panel, and import it as directed by the client. Supported platforms include Windows, macOS, iOS, Android, and Linux. If you no longer use the old device, check for any saved account or subscription details and remove them so your credentials aren’t left on a device you don’t control.

Find the imported subscription in your client and use its update or refresh option. Then check whether the server list has changed. If the update fails, check the subscription status in the user panel and copy the current subscription details again—don’t try to rewrite the link from memory. Also make sure your device can open regular websites. If it still fails, submit a support ticket with your platform, the exact error shown in the client, and when it occurred. Don’t include the full subscription link.

Disconnect the client first, then check whether your device can access regular websites directly. This helps distinguish a local network issue from a server issue. Next, check your subscription status, confirm the subscription in your client is up to date, and try another server. If the client reports a permissions or configuration error, check your device settings as prompted; don’t repeatedly import the same configuration. When submitting a support ticket, include your platform, network environment, selected location, and the exact error so support can identify where the problem occurs.

Test a regular website and the site that isn’t working to see whether the problem affects all websites or just one. Check that the client is using the intended server, and make sure its proxy mode, your browser’s proxy settings, and your device’s DNS settings aren’t conflicting. If you’re on a public network that requires sign-in, complete its sign-in process first. Try another server and test again. If the issue persists, note which websites load and which don’t, then submit a support ticket.

If one app isn’t working, first check whether other apps can access the same content through the current server. Then review the client’s routing rules and proxy mode, and check whether the app has its own network settings. Enabling the system proxy doesn’t mean every app will use the same connection method. You can try another server for comparison, but don’t assume an issue with one app means the entire server is down. In your support ticket, include your platform, app name, client mode, and what’s happening.

Return to the client and check whether the connection is still enabled. Then review your device’s background activity and battery-saving settings for that client. Some operating systems pause background activity when the screen locks or the network changes. After switching from Wi-Fi to another network, you can also reconnect manually and see whether the issue continues. If the connection drops after the same action each time, submit a support ticket with your platform, the client’s message, and the steps to reproduce it. Check the client’s status too—an unresponsive website alone doesn’t confirm that the connection has dropped.

First make sure your local network isn’t handling large file transfers at the same time. Then switch to another available server in the client and retest the same website or task. If the slowdown continues, note when it happens, the selected location, and whether pages load slowly, video buffers, or meeting audio cuts out—each points to a different kind of issue. A nearby location is a good place to start, but performance also depends on the destination service and your current network route. Don’t judge every server based on a single speed test.

Choose a location based on the service you want to access, then select a matching server in the client. If the service doesn’t require a specific location, start by testing one that’s geographically closer. Open the website or app you plan to use and check how it loads, plays, or handles collaboration—this is more useful than the server name alone. If a server doesn’t work well with a particular service, check its notes and try another option in the same location. Coverage shows the range of available server options; it doesn’t mean every server performs the same way.

Check whether regular websites are also slow when you access them directly from your device, and look at your Wi-Fi signal and other bandwidth-heavy tasks. If only one website is slow, try another server in the same location. If all websites are slow, try a different location or network. Download speeds, page response times, and video buffering each show different aspects of performance, so describe the task you’re having trouble with. Change one thing at a time to see what improves the connection.

Latency and bandwidth readings in the server status can help you choose a server, but they don’t show the actual result between your device and a particular website. Performance also depends on the network route, your local connection, and the destination service. When comparing servers, use the same device, network, and task, and judge by the actual results. If the readings look normal but you still can’t connect, follow the connection troubleshooting steps to check your subscription, client settings, and the exact error.

Monthly plans include ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Estimate your usual data needs, then confirm the plan details on the plans page. We accept Alipay, WeChat Pay, and USDT. Before paying, make sure you’re signed in to the account you plan to use. If an order or plan status doesn’t match what you expected, save the order details shown in the panel and submit a support ticket for review.

Monthly plan data resets each month on the activation date. If you upgrade mid-cycle, the price difference is prorated for the remaining days; an upgrade doesn’t simply add a full new cycle to your existing one. Before upgrading, check your current plan and the displayed change details in the user panel, then confirm the change. If the details don’t match your expectations, don’t submit the order again. Send the order and plan information from your account in a support ticket so it can be reviewed.

Data packages are consumed as you use them and never expire. Options are ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. Monthly plans have different options and billing rules, with data resetting monthly on the activation date. If your usage varies, consider how much data you need and how regularly you use it before choosing. Check monthly plans and data packages separately on the plans page; their reset rules are different.

VPNUL offers a 60-day no-questions-asked refund. To request one, sign in to the account used for the purchase and submit a support ticket from the user panel. Say that you’d like a refund and include the relevant order details so they can be verified. You can review the refund terms in the Terms of Service before submitting. Don’t post account credentials or payment details publicly. If you can’t find the order in the panel, first confirm you’re signed in to the account used to place it, then describe what you see on the order page in your ticket.