VPN FAQ

No email address is required. You can register with a username and password. The username identifies your account, while the password is used to sign in to the user panel. After registration, the panel lets you view plans, orders, client downloads, subscription details, and support tickets. Store your username and password in a trusted password manager. If you switch browsers or clear local data, you will still need these credentials to sign in again.

First, confirm in the user panel that the subscription is still active, then return to the client and run Update Subscription or refresh the configuration. Disconnecting and reconnecting alone usually does not reload subscription content. If the client has saved an old configuration, delete the old subscription entry, then retrieve and import it again from the panel. Do not manually edit the subscription URL during this process, as query parameters may be lost.

No. You do not need to purchase another plan just because you changed devices. NeeVPN supports unlimited simultaneous devices. Sign in to the user panel on the new device to get the appropriate client and subscription. If the old device is no longer in use, sign out and remove its local configuration. When sharing access, keep the account credentials secure so unrelated people cannot modify the configuration.

NeeVPN supports Windows, macOS, iOS, Android, and Linux. Client access is provided through the user panel. After signing in, choose the client and subscription for your current operating system. Permission prompts, background behavior, and per-app settings vary by platform. During initial setup, follow the Guides to grant access, then check the connection status and whether the exit location has changed.

First, confirm that you are entering the username used during registration, and check capitalization, keyboard input, and autofill data. If the browser has retained an expired login session, sign out and reopen the login page. If you still cannot access the panel, use the ticket form to provide identifiable order information and a screenshot of the error. Never send your password or complete subscription details on a public page.

First, verify that your local network can open commonly used websites. Then check whether the subscription updated successfully, whether the client has system network permission, and whether the selected route is still included in the configuration. Fully quit and reopen the client, then test another route. If every route fails, include the operating system, client error, time of occurrence, and troubleshooting steps already attempted in your ticket.

This is usually related to the client's proxy mode, per-app rules, or system network permissions. First switch the client to a mode that covers all traffic and test again. If the app works then, the existing split-routing rules did not match it. Check whether the app is included in the direct-connection list and whether the system prevents the client from managing network traffic in the background. Reconnect after making changes.

Connected only means that the client has established a session with the route; it does not necessarily mean browser traffic is using that route correctly. Visit several different websites for comparison, then check whether the client controls the system proxy, whether the browser has a separate proxy extension enabled, and whether DNS settings are being overridden by an old configuration. Reconnect the route, restart the browser, and temporarily disable conflicting network tools.

Mobile operating systems may pause background network tasks after the screen locks or you switch apps. Check that the client has the system permissions required to keep running, and remove battery-saving restrictions for the client. Reopen it and confirm the connection status, then test the target app. If the issue began after a system upgrade, authorize the network configuration again and re-import the subscription.

Retrieve the subscription again from the user panel instead of using a URL saved in chat history, a screenshot, or an old note. Make sure the copied URL has no extra spaces, line breaks, or missing characters. Delete the failed entry in the client and import it again. If the panel opens in a browser but the client update still fails, try another network and attach a screenshot showing the complete error to your ticket.

Peak-hour congestion may occur on the local access network, during cross-border transmission, or at the destination service. First pause bandwidth-heavy sync and download tasks, then compare another route that is geographically closer. If only one website is slow, the difference may be at that service's entry point. If every route is slow, test the local network as well so access-side congestion is not mistaken for a route problem.

Start with a route that is close to the destination service and has a short path from your current network. When browsing or using AI Tools, prioritize a stable connection setup. For Streaming, also check the destination content's exit-location requirements. NeeVPN covers 90+ countries and 200+ routes, so you can compare different routes in the same region instead of staying with one entry point.

Speed depends on the local network, wireless signal, carrier exit, selected route, and destination service. First stop high-bandwidth tasks on other devices, then compare direct access with different routes on the same network. If only the current device is affected, check for system proxy conflicts and background updates. If several devices on the same network are slow, test another access network before deciding whether to report a route issue.

First confirm that the selected route's region matches the content region, then pause cloud-drive sync, system updates, and other ongoing downloads. Clear old regional sessions saved by the Streaming app, reopen it, and try another route in the same region. If the home page loads normally but playback buffers, compare sustained transfer performance. If the catalog itself differs, check the exit region and the account's detected region first.

Keep the exit region stable and avoid repeatedly switching between routes that are far apart within a short time. Close the target website, choose a route that can maintain a stable connection, then reopen the site and sign in again. If the browser has saved site data from an old region, clear that site's cache and session data and retry. Also confirm the tool's account-region rules and service availability.

Monthly subscriptions include ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Traffic resets monthly on the activation date, making these plans suitable for ongoing use with a fresh allowance each month. Review your typical usage before choosing. If you upgrade, the price difference is converted into remaining days; the user panel's checkout page shows the final calculation.

Traffic packages cost ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They remain available until used and never expire. They do not reset monthly on the activation date, making them better for irregular usage when you want to keep unused traffic. Monthly subscriptions reset on the activation date each month. Choose based on your usage pattern rather than comparing total traffic alone.

Monthly subscription traffic resets each month on the activation date rather than according to the calendar month. If you upgrade mid-cycle, the price difference is converted into remaining days, so the new validity period is adjusted according to the checkout calculation. Before submitting an upgrade, review the current plan, remaining status, and total in the user panel to avoid confusing traffic-package rules with monthly-subscription rules.

NeeVPN supports Alipay, WeChat Pay, and USDT. To place an order, open the plan page from the user panel and pay using the method shown at checkout. Do not use a payment page forwarded by someone else. After paying, check the order status in the order area. If it has not updated, keep the payment record and submit the order details through a ticket instead of creating another order for the same request.

NeeVPN offers a 60-day no-questions-asked refund. To apply, sign in to the user panel, open the ticket area, identify the relevant order, and explain your refund request. Keep the payment record available for verification. Do not submit multiple tickets for the same issue, as this can scatter the information. Refer to the Terms of Service for refund scope and account status, and follow progress in the original ticket.