VPN96 Help Center

No email address is required; create an account with a username and password. Choose a dedicated username and store your account details in a trusted password manager. Never post your password and subscription link together in a public forum. Your login details are used to access the user panel, while the subscription link lets your client retrieve route configurations; they serve different purposes and cannot replace each other. After creating your account, make sure you can log in before choosing a plan and importing a configuration. If you have trouble logging in later, check your input method and capitalization, and make sure your password manager hasn't filled in credentials for another site. If the issue persists, use the contact page to find the support ticket portal and describe the message you see. Do not include your full password in your report.

Sign in to the user panel and find your current subscription in the subscription section. Then use your client’s import option to add the configuration. Once imported, a configuration can usually be refreshed from the configuration or subscription list, so you do not need to add it again each time. Button names vary by client. Before updating, check that your plan and data are active. Afterward, make sure the route list has refreshed and select the route you want to use. If the subscription address in the panel has changed, replace the old address with the current one before updating. Your subscription link is sensitive account information. When troubleshooting, share only the error text or a screenshot with sensitive details obscured—never send the full link.

VPN96 has no limit on the number of devices connected at the same time, so changing devices alone does not require a new plan. Sign in to the same account on your new device, open the panel to get the compatible client and subscription, then import the configuration and verify the connection. Supported platforms are Windows / macOS / iOS / Android / Linux. Client downloads are available through the user panel; eligibility for iOS downloads is determined by the panel. Unlimited devices does not mean unlimited data. Check your needs when choosing a monthly plan or data bundle, and keep an eye on your account’s data usage. When you stop using an old device, remove its configuration and login details. If you think someone else may have obtained your subscription information, review the relevant settings in the panel or submit a support ticket.

First, check your account status and client configuration separately. Being able to sign in to the panel does not mean an old client configuration is still valid. Check that your plan is active and data is available, then make sure the client is using the subscription for your current account—not another configuration saved earlier. Manually update the subscription in the client and check for a retrieval error, parsing error, or permissions message. If retrieval fails, check your local network and make sure the address is complete. If parsing fails, confirm that the import method is supported by your client; a webpage URL is not a subscription link. If the update succeeds but you still cannot connect, follow the connection troubleshooting steps instead of creating another account. When submitting a ticket, include your platform, the client’s message, and the checks you have already tried to help narrow down the issue.

Disconnect the client first and check that your local network can access common websites. If your local connection is down, restore it before troubleshooting further. Then reopen the client and check the active configuration, selected route, and system proxy or VPN permissions. A connected icon usually means only that the client has entered a connected state; it does not prove that a particular website is reachable. Try another route and reopen your browser to see whether the problem affects one site or all traffic that requires the proxy. If you are running another proxy tool, pause it while testing to prevent conflicting settings. Do not clear all system network settings as a troubleshooting shortcut. Keep the error message and relevant log excerpts, obscure account details, and include them in a support ticket.

Browsers and other apps may use different network paths, so a working browser does not mean every app is routed through the proxy. Check whether the client is in rule mode or another mode, then see if the target app is excluded by per-app settings or assigned a direct connection by a rule. Some apps do not follow the system proxy, so you may need to use a VPN or tunnel mode supported by your client; changing browser settings alone will not help. After making a change, fully close and reopen the app so it does not keep using an existing connection. If the issue continues, note the app name, operating system, current mode, and exact error message. Network reachability and account eligibility are separate: the service’s regional policies or your account status may also affect access.

If the connection works in the foreground but drops after the screen locks or you switch apps, check whether the system is restricting the client’s background activity. In the app settings, review battery optimization, background activity, and auto-start permissions. Allow the client to keep running using the options available on your device; menu names vary, so you may not see exactly the same labels. Make sure VPN permissions are still active, and check whether a cleanup tool is closing the client when the screen locks. Keep the same route while testing the change. See whether disconnections still coincide with the screen locking before trying another route. Background settings can help when the device suspends the client, but they do not replace route troubleshooting. If the issue persists, include your device platform, what happens, and the client’s message in a support ticket instead of describing every problem simply as a disconnection.

Keep the error message and identify whether the issue occurs while retrieving the subscription, parsing the configuration, or establishing a connection. If subscription retrieval fails, say whether you can open the panel and whether your current network is working. If configuration parsing fails, name the import method and client. For connection errors, include the selected region, connection mode, and what happened after trying another route. You can attach screenshots with sensitive details obscured and relevant log excerpts, but remove the full subscription address, password, and other account information. Also say whether the issue affects only one app, whether it is related to switching networks or locking the screen, and what settings you changed beforehand. A clear set of steps to reproduce the issue is more useful than repeatedly clicking Connect. Keep the current configuration available for comparison until you receive further advice.

Pause bandwidth-heavy tasks such as large downloads and cloud sync, then check whether your local network is also slow. Keep the same target website and test other routes one at a time; changing the website, client, and network settings together makes results hard to compare. If only one route is affected, try another region or path. If all routes are slow and local access is also affected, check your local connection first. For video, watch for buffering; for live streams, check whether playback keeps cutting out. A single client test does not tell the whole story. VPN96 does not guarantee a fixed connection speed. Performance depends on your local network, time of day, route, and the destination service. If the issue persists, submit a support ticket with the time it occurred and your comparison results.

These terms describe how a route is set up, not a speed ranking. An IEPL route typically uses a dedicated transmission link; a relay route forwards traffic through an intermediate node; a direct route connects from your local network to the relevant entry point. Actual performance also depends on whether the entry point is reachable, the onward path, and the destination service. The route name alone cannot guarantee that an app will be faster. Start by checking which region the service requires, then compare connections and performance over time on your current network. If a route does not work well on your network, try another type rather than choosing based on its name alone. Check the panel’s route list for the available types and their regions. The servers page and route selection guide explain how to choose, but do not replace the current configuration.

VPN96 covers 90+ countries / 250+ routes. Coverage shows the range of available regions and routes, but it cannot predict performance between your local network and a particular service or guarantee the same streaming access in every region. When choosing a route, check the region required by the app, review the route names and types in the panel, then test the website or app you need after connecting. A nearby location can be worth trying, but it is not necessarily the best path; inter-network routing and the destination service’s location also matter. If you plan to use a region regularly, keep a configuration that works and compare it with other routes if an issue arises. City locations, route types, and support details are subject to the actual list.

Your network’s exit region is only one factor. Streaming availability may also depend on your account region, content licensing, and how the platform identifies the current exit. AI tools may restrict features based on account eligibility, regional policies, or service status. Connecting through a particular region does not guarantee that all content and features will be available. First, confirm that regular websites load, then check whether the service reports a network error, regional restriction, or account issue. After switching routes, restart the app. If needed, follow the service’s help instructions to check your sign-in status so an old session does not affect the result. If you submit a support ticket, include the service name, selected region, and message, with personal details obscured. Website access does not necessarily mean API calls have the same requirements.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥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. Choose a plan based on your typical data needs, not just the number of devices: simultaneous device limits and available data are separate billing factors. The panel shows your current billing period, remaining data, and upgrade result. Review the checkout details there before upgrading; monthly resets do not necessarily happen at the start of each calendar month. If the displayed result differs from what you expected, save screenshots of the order and plan status and submit a support ticket for an order-specific review. Do not estimate charges using prices from a different billing period.

Data bundles cost ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They remain valid until used and never expire. Monthly plans are suited to reviewing ongoing usage month by month; data bundles can work well if your usage is occasional or you prefer to consume data as needed. The main differences are billing and data validity, so price alone does not determine which option is right for you. A bundle that never expires is not unlimited data; check the remaining balance in your account. If you already have another plan, check the panel’s instructions on switching or usage before choosing. Do not assume different products will stack, merge, or automatically offset one another. See the pricing page for all tiers and details. Submit a support ticket for questions about a specific order.

We accept Alipay / WeChat / USDT. Before paying, confirm the plan and amount on the order in your user panel, then follow the payment steps shown for that order. Do not pay using an address from a chat message. If your plan status has not changed after payment, return to the order section and check its status and whether your payment record matches that order. Do not pay again without checking. Payment provider confirmation and the order status in the panel are separate steps, so compare both when troubleshooting. If the order still looks wrong, submit a support ticket with the order ID, payment method, and relevant proof of payment, obscuring unrelated personal information. Never include your password or full subscription link in a ticket. Reimporting your subscription will not resolve a payment issue.

VPN96 offers a 60-day no-questions-asked refund. To request one, sign in to the user panel, open the support ticket portal, and provide the relevant order ID so the payment can be identified. See the Terms of Service for the full conditions. If you are also having connection issues, you can include the error message and troubleshooting steps you have tried. Do not use a troubleshooting screenshot as proof of purchase, and do not disclose your password or full subscription link. Add any necessary details to the same ticket and check for replies there, rather than splitting one order across multiple tickets without context. Check refund progress through your ticket. This page does not promise an unstated processing time or additional compensation. Keep your order status and payment records for reference.