Subscription and connection help

No email address is required to create an account—just choose a username and password. Before entering your details, make sure you’re on the official VPNDJ site. Store your credentials in a trusted password manager rather than relying on a temporary browser session. Your login details and subscription link serve different purposes: use the former to access the dashboard and the latter to load route configurations in a client. Keep both secure. If you can’t log in, check your keyboard input, spaces and capitalization, then use the account support option in the dashboard. When reporting an issue, describe the message you see; never send your password or full subscription link.

Sign in to the dashboard and check your plan status and available data, then open the subscription section to get the current link. In your client, find the imported subscription and refresh or update it. This is different from simply switching routes. If the list hasn’t changed, make sure you updated the configuration that’s currently in use, not another one. If the error persists, import the current subscription from the dashboard again, then remove the old configuration only after confirming the new one works. Don’t submit your subscription link to public online conversion tools or show the full address in support screenshots.

There’s no limit on the number of devices that can be online at once, so changing devices alone doesn’t mean you need a different plan. Sign in to the same account on the new device, get the client for that platform, import your subscription, then check the selected configuration and connection mode. Supported platforms: Windows / macOS / iOS / Android / Linux. Device count and data allowance are separate: unlimited devices doesn’t mean unlimited data. When using several devices, keep an eye on your plan status and data usage in the dashboard. Before handing an old device to someone else, sign out and remove the local subscription configuration so your connection details aren’t left behind.

Find the client in the dashboard’s Downloads section. Sign in to access your subscription; the dashboard provides installers based on an active plan. The marketing pages explain supported platforms and setup, but don’t offer direct links to static installers. In Downloads, choose the option for your device’s operating system. After installing the client, import your subscription as prompted in the dashboard; installing the client alone usually isn’t enough to connect. If your plan status looks wrong, first check that the account and order match, then troubleshoot the download. For setup and import instructions, see the guides—you don’t need to create another account.

Temporarily disconnect the client and check whether your local network can reach everyday websites. If the basic connection is down, troubleshoot that first. Once it’s working, check that your subscription is up to date, your plan is active, data is available, and the client is using the intended configuration and route. A connection icon only shows the client’s status; it doesn’t confirm that a website request has succeeded. Try another route and visit other sites in your browser to tell whether the problem affects one site or the whole connection. Keep the error message and note when it occurs. Change one thing at a time and test again so you can identify the cause.

Your browser and other apps may use different network settings. The client’s system proxy, split-tunneling rules and an app’s own proxy options can all affect how requests are routed. Check that the client is using the connection mode you need, then make sure the split-tunneling rules send the app or its domain through the proxy. If the app has its own proxy settings, check whether they override the system settings. If needed, temporarily switch to a mode that’s easier to troubleshoot, then restore your usual rules. Some apps determine region, account or content access themselves, so a working network connection doesn’t guarantee every feature will work. One app’s error alone doesn’t prove the entire route is down.

You don’t need to reinstall it as a first step. Check that you copied the entire link and didn’t include line breaks, spaces or punctuation added by a messaging app. Then confirm that your client supports the import method provided in the dashboard. Getting a fresh link from the dashboard is a better way to rule out configuration issues than using an old screenshot or message. If the error occurs while downloading the configuration, check your basic connection and plan status. If it occurs during parsing, note the client name, device platform and exact error message. Reinstalling may erase your settings and won’t fix an incorrect link, so only consider it once you’ve narrowed down the problem. Don’t include the full subscription link in a support ticket.

Sign in to the dashboard and open the support section. Include your device platform, client name, network environment, selected region and route type, and whether the issue occurs during import, connection or access to the destination service. Quote the exact error message and describe what you’ve tried—for example, whether your basic connection works, whether switching routes changes anything, and whether the issue affects just one app. In screenshots, hide sensitive account details, passwords, sensitive payment information and subscription links. “It doesn’t work” is hard to troubleshoot. Describe what you did in order to help distinguish local settings, route selection and issues with the destination platform.

Keep your current settings for now. Check whether the slowdown also affects your basic connection and other apps, then compare routes used for the same purpose. If only your current route is affected, try another available route in the same region. If the issue continues, compare other suitable regions. Don’t assume that a nearer region will work better: your local connection, carrier routing, selected route and destination service can all affect performance. If video stutters, check for background downloads and network use by other devices. Keep the device, content and connection mode the same while comparing routes. Note what improves the experience before changing split-tunneling settings, so you can tell which change made a difference.

These terms describe how a connection is routed; the name alone doesn’t tell you how fast it will be. IEPL refers to a dedicated-link setup, a relay forwards requests through an intermediate entry point, and a direct route relies more directly on the path from your local network to the exit. Choose based on the options currently shown in the dashboard, the destination service’s region and actual connectivity—not on the assumption that one route type is best for every use. VPNDJ covers 120+ countries / 180+ routes; check the dashboard for the current regions and route locations. If an app requires a specific region, check its requirements first, then compare stability and everyday performance among eligible routes.

A speed test usually measures performance between your device and a particular test endpoint; it doesn’t represent every app’s connection path. Video performance can depend on content delivery, playback quality and how the platform determines your region. AI tools may also depend on account status, service region and persistent connections. Check separately whether the site loads, whether you can sign in, and where the task fails. Then compare exit routes that meet the service’s requirements. Keep the selected region consistent while troubleshooting to avoid adding variables with frequent switches. A network service can affect connection routing, but it can’t decide account permissions, available content or eligibility on a third-party platform, and it can’t guarantee that every platform will always work.

There’s no limit on the number of devices that can be online at once, but they can still compete for local network resources. If video playback, file transfers and background syncing are happening together, check for tasks using the network continuously and compare performance after pausing them. Data allowance and connection speed are different: the former tells you how much data remains on your plan, while the latter also depends on your local network, route and destination service. If the dashboard says you’re low on data, check your plan status first. If data is available but only one device has a problem, check that device’s configuration and split-tunneling rules. Use dashboard records and the actual error messages to troubleshoot; unlimited devices doesn’t mean every device will perform the same on every network.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB and ¥28/month for 500GB. Data resets monthly on the day your plan starts. If you upgrade mid-cycle, the price difference is prorated for the remaining days. Choose a plan based on how you use the service and your actual usage in the dashboard—not just how many devices you have. Video and file transfers can use more data. Check the reset date shown in the dashboard rather than assuming it resets at the start of each calendar month. Before changing plans, confirm the current plan, the plan you’re switching to and the order details shown on the page. If you have questions about the prorated amount, ask through a support ticket before confirming; don’t use your own calculation to determine the amount due.

Data packs cost ¥158/300GB, ¥358/1000GB and ¥658/3000GB. They’re valid until used and never expire. When comparing them with monthly plans, consider your usage pattern, not just the upfront price: monthly plans provide a set allowance for regular monthly use, while data packs are based on your remaining balance. If your usage varies, check your current usage before deciding. Never expiring doesn’t mean a pack refills when it runs out. If you already have a plan, check the dashboard for how different products are displayed, deducted or switched between. Don’t assume how balances combine or which one gets used first without checking the account rules.

Supported payment methods: Alipay / WeChat Pay / USDT. Before paying, check the account, plan name and amount on the order, then follow the payment steps shown in the dashboard. If your plan status hasn’t changed after payment, return to the original order to check its status, then refresh your account overview. Avoid repeating actions that could create duplicate orders. If the payment provider shows the payment as complete but the dashboard hasn’t updated, submit a support ticket with the order ID, payment method and relevant screenshots. Hide sensitive information. Troubleshoot the same order throughout; a closed browser page or the result of pressing Back doesn’t indicate the order status. Don’t pay again just because the page hasn’t changed while you wait.

VPNDJ offers a 7-day, no-questions-asked refund policy. To request a refund, sign in to the dashboard, open the support section and clearly state that you’re requesting a refund. Include the order ID and its current status. See the refund policy for eligibility and conditions. Describing any usage issues can help us check the order, but don’t include your account password, full subscription link or payment account login details in a support ticket. Keep the original ticket open and add any follow-up information there so the full record stays together. Refund progress and order results are shown in the dashboard. This help page doesn’t promise a separate processing time or tie refund requests to unverified offers.