Help Center

No email address is required. Create an account with a username and password. Keep both safe, and choose a unique password for VPNCG. After creating your account, check its status in the user dashboard before choosing a plan. Account creation and plan activation are separate steps; accessing the dashboard does not mean you already have an active subscription. Since an email address is not required, email recovery may not be available. If you have trouble accessing your account, visit the support page for information on submitting a ticket. Never post your password or sensitive details from account screenshots in public discussions.

The user dashboard is the central place to access clients and subscriptions. VPNCG supports Windows / macOS / iOS / Android / Linux. Open the download section for your device, follow the dashboard instructions to get the client, then import your subscription. You must be logged in to access your subscription; client availability depends on your account's subscription status. If the dashboard says your plan is inactive or your subscription status is abnormal, check your account and order first rather than repeatedly searching for an installer. Your subscription link retrieves the route list associated with your account. Treat it like account credentials: don't post it in public groups or submit it to unfamiliar websites.

There is no limit on the number of devices connected at the same time. Changing devices usually does not require a new plan. Sign in to the same account on your new device and follow the instructions for that platform to get the client and subscription. Whether to keep the old device connected is up to you. No device limit refers only to simultaneous connections; it does not mean unlimited data or change your plan's billing and reset rules. When using several devices, keep an eye on your account's data usage, especially during system updates, cloud syncing and video streaming. If you share a device with family, import the subscription yourself where possible, and avoid leaving your account password saved on someone else's device.

In your client, open subscription or configuration management, select the VPNCG subscription and run an update. Then check the route list. Updating a subscription reloads its route configuration; it does not activate a plan or simply switch the current route. If the update fails, first make sure your device can access the user dashboard, your subscription is active, and the saved address in the client is complete. If the dashboard provides a new subscription address, replace the old one as instructed and try again. No visible change doesn't necessarily mean something is wrong; the route configuration may not have changed. If the issue persists, submit the update error message, but don't share the full subscription link.

Disconnect the client first and check whether your local network can access everyday websites. If the underlying connection is also having problems, troubleshoot that first. Once it works, check your account's subscription status, remaining data, current configuration and selected route, then try updating the subscription. A connected status only indicates that the client has entered that state; it doesn't prove that a particular website is reachable. Next, try another route and visit the same site in your browser for comparison. Also check for conflicts with other proxy tools or custom DNS settings. Change one thing at a time and note the result so you can identify the cause.

Browsers and apps may connect to the internet in different ways. Check that the client is using a proxy mode suitable for your platform and that split-tunneling rules aren't sending the app or its domain over a direct connection. Some apps don't use the system proxy, so enabling it alone may let your browser work while the app still fails. Follow the client instructions to check traffic interception settings and system network permissions, then restart the app and compare the results. Don't treat global mode as a permanent fix; once you've identified the issue, switch back to rules suited to your needs. Also check the app's account-region settings and access policies separately.

First work out whether the address failed to load or the client couldn't read the configuration. If the address won't load, make sure you copied the subscription link from the dashboard—not the login page, a sharing page or an incomplete address—and check your account status and local network. If the format isn't supported, return to the dashboard and check the import method for your client. Don't edit fields in the subscription content at random. If the old configuration is still there, keep a record before making changes so you don't lose useful troubleshooting clues. When submitting a ticket, include your platform, the client's error message, and whether the failure occurred while copying, importing or updating. Hide the subscription address in screenshots.

Describe the issue through the support ticket link in your user dashboard. Include your operating system, client, network type, affected route name, target website or app, and roughly when the issue occurred. Say whether it happens consistently or occasionally, whether other routes work, and whether you've tried updating the subscription or switching local networks. Include the exact error message where possible. If you attach screenshots, hide passwords, subscription links and sensitive payment details. Distinguish between a failed connection, a connection that works but can't reach the destination, and normal access with slow speeds. This helps narrow down the cause. There's no need to submit the same issue repeatedly; add new comparison results to your existing ticket.

Route types describe how a connection is routed; they aren't a speed ranking. An IEPL dedicated route uses a dedicated cross-border link, a relay forwards traffic through an intermediary, and a direct connection goes more directly to the destination exit. Actual performance still depends on your local network, congestion along the route, the destination service and time of use. Start with what you need: video calls depend on consistency, web pages and documents on responsiveness, and streaming on sustained throughput. Compare routes using the same device, network and destination, then choose the one that suits the task. Available route types depend on your account's route list. Don't infer bandwidth from a route name or assume any type will always perform a certain way.

Pause cloud syncing, system updates and other ongoing downloads. Check that other devices on the same network aren't using a lot of bandwidth. Then keep the target app unchanged and compare a different route. If only some routes have problems, note which ones and when. If all routes are slow, try another local network to see whether the issue follows your connection. For video buffering, temporarily lower the playback quality; for calls, reduce unnecessary background traffic. A single test doesn't show long-term performance. A support ticket with results from a like-for-like comparison is more useful than simply saying the connection is slow.

VPNCG covers 110+ countries / 250+ routes. Coverage indicates the range of regions and routes available; it doesn't guarantee the same experience on every website or promise any particular speed or availability. Geographic distance is a useful starting point, but network traffic doesn't always follow the shortest path on a map. A nearby region may be congested, while another exit may offer a better route. First choose a region that meets the destination service's requirements, then compare responsiveness and consistency. Check your account's route list for route names, currently available exits and configurations. The coverage total doesn't mean every client must show a fixed number of entries at any given time.

A successful network connection and access accepted by a third-party service are separate things. A platform may consider the exit region, account region, payment details, app cache and its own policies when deciding whether access is available, so a connected status in the client isn't enough to confirm access. First check whether your selected exit meets the service's requirements, then make sure traffic for the relevant domain and app is actually using that route. If needed, follow the platform's guidance to check account settings and cache. Changing exits may affect the result, but it doesn't guarantee ongoing access to any platform or content region. Keep the exact error message. When submitting a ticket, name the service and route you used, but don't share third-party account passwords.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data resets monthly on your activation date, not at the start of each calendar month. When choosing a plan, consider your typical video streaming, remote collaboration, file transfers and use across multiple devices, and check your actual usage in your account. If your usage temporarily increases, check your remaining data and plan status in the dashboard before deciding whether to change plans. Having no device limit doesn't change your plan's data allowance. If you have questions about a bill, plan status or reset date, include the relevant dashboard message in a support ticket.

Data packages: ¥158 for 300GB · ¥358 for 1000GB · ¥658 for 3000GB. Use the data at your own pace; it never expires. Monthly plans reset data each month on the activation date, while data packages suit people with less predictable usage who want to budget based on cumulative use. Compare options against your usage patterns rather than focusing only on the listed price or data allowance. Never expiring refers to the package's validity; it doesn't mean data is replenished, and it doesn't establish how data combines with other plans, which balance is used first, or whether products can be converted. If you plan to keep multiple billing products active, check how they're handled in the dashboard or ask through a support ticket.

The price difference for a mid-cycle upgrade is converted into remaining days. Before changing plans, check your current tier and plan status in the user dashboard, along with the result shown on the upgrade page. Don't assume that subtracting the old price from the new one gives the amount due, or that an upgrade starts a new full billing period or adds extra data. Check the monthly data reset rule, which is based on your activation date, against the information in your account. If the result on the page doesn't match your understanding, save screenshots of your current plan and the upgrade details, then confirm through a support ticket before proceeding. This helps avoid duplicate orders and makes billing easier to review.

Supported payment methods: Alipay / WeChat Pay / USDT. Make your payment through the orders and payments section of the user dashboard, and check the plan and amount shown for the order. If your plan doesn't appear after payment, check the order status first, then make sure you're signed in to the same VPNCG account. Don't create the same order repeatedly just because the change isn't visible yet. If the order status doesn't match your payment record, send the order details, payment method and relevant records through a support ticket. Hide sensitive information in screenshots. The dashboard's verification is the source of truth. Don't send funds to unfamiliar accounts outside the site or use your account password to verify a payment.

VPNCG offers a 14-day no-questions-asked refund. To request one, first read the refund information in the Terms of Service. Then sign in to the user dashboard, submit a request through the support ticket link, and describe the relevant order and your situation. Include enough information to identify the order, but don't share your account password or full subscription link. If you're also having connection problems, you can mention them, but you don't need to keep changing settings to request a refund. Check the Terms of Service for eligibility and follow progress in your ticket. This page doesn't specify processing times, and payment methods may be handled differently.