Support for subscription, connection and route issues

No email address is required. Create an account with a username and password. Save both securely; after signing in, the user panel shows your plan, subscription and client links. If you cannot verify your original login details, submit a ticket through the user panel and include order information that can be checked.

Sign in to the user panel and open Account Overview or the Client page, then use the entry shown for your platform. Copy the latest subscription from the panel rather than using an address forwarded by someone else. Windows, macOS, iOS, Android and Linux have different import screens, but the current subscription in the panel is always the reference.

In the client, find the option to update the subscription, refresh the configuration or fetch the configuration again, then check whether the route list has changed. If the update fails, return to the user panel, copy the subscription again and replace the old configuration. If it still will not update, check the system clock, network permissions and whether the client is still using a cached configuration.

You do not need to select the same plan again just because you changed devices. a4VPN supports simultaneous devices without a device limit. Sign in to the user panel on the new device to get the appropriate client and subscription. Before retiring the old device, complete the import and connection check on the new one so the original configuration is not lost during the move.

Windows / macOS / iOS / Android / Linux are supported. Network permissions, background policies and client interfaces vary by system, so choose the matching platform entry in the panel when importing. Do not copy a local configuration exported from one platform directly to another, as formats or permissions may be incompatible.

First confirm that the plan and subscription are valid, then update the subscription and switch to another available route. Check that the client has system network permission and that the local network can open common websites normally. If every route fails, temporarily close network tools that may conflict, restart the client and test again.

Connected only means the client has established a route; it does not guarantee that browser traffic is using the current proxy mode. Switch the client to system proxy or global connection mode, then reopen the browser and test. If only domain names fail while direct network requests receive responses, check the DNS settings. If every request fails, update the subscription and change routes.

Some apps do not read the system proxy or use an independent network channel, so browser access does not mean the app will automatically use the current route. Check rule mode, global mode or a TUN-style mode in the client, and make sure the target app is not excluded. After changing modes, fully close the app and reopen it to verify.

Mobile operating systems may pause network extensions when the screen is locked or an app is in the background. Check the client's background permissions, battery-management restrictions and whether the system VPN configuration remains enabled. After returning to the foreground, disconnect and reconnect. If this happens often, try another connection mode supported by the client and avoid running multiple network configurations at once.

First make sure you copied the complete subscription currently provided by the user panel, not text truncated by the browser. Delete the expired subscription in the client and import it again. If the client reports a format error, use the import entry matching the current client. If it reports a network error, switch local networks and refresh again.

During evening peaks, the local access network, cross-border link and target service may all be congested. Stop bandwidth-heavy syncing and downloads, then switch to another route in the same region. If the target region is not essential, choose a closer entry point. Change one factor at a time during testing to determine whether the issue comes from the local network, route or target website.

Start with the region where the target service is located, then compare route types such as IEPL dedicated routes, relay routes and direct connections. For everyday browsing, try a geographically closer route first. When specific regional content is needed, switch to that region. Do not judge performance by the route name alone; use the actual result on your current local network.

Device performance, wireless quality, client mode, system network extensions and background tasks can all affect results. For a fair comparison, connect both devices to the same local network, use the same route and similar client modes, and pause cloud syncing or system updates. If the difference remains clear, re-import the subscription and check system network permissions.

Choose a route matching the target service's region, then open the service to confirm the region and sign-in status. If the page opens but playback, conversations or file transfers are unstable, switch to another route in the same region. The platform's account region, content licensing and risk controls also affect results, so connection status alone is not enough to judge access.

a4VPN covers 90+ countries / 200+ routes. The route list appears in the client as services are maintained and subscriptions are updated; available options are determined by the user panel and current subscription. Identify the target region first, then consider route type and actual connection performance at the time.

Monthly plans: ¥9.9/month with 60GB · ¥18/month with 250GB · ¥28/month with 500GB. Choose based on your typical browsing, video and file-transfer needs. Data for all monthly subscriptions resets each month on the activation date, and the current plan and remaining data are shown in the user panel.

Monthly subscription data resets each month on the activation date, not at the start of the calendar month. The activation date and current billing period are shown in the user panel. Near the reset time, refresh the subscription status and data information in the panel before deciding whether to change plans.

For a mid-cycle upgrade, the price difference is converted into remaining days. Before upgrading, check the current plan, remaining period and target plan in the user panel, then continue after confirming the result shown there. Once the upgrade is complete, refresh Account Overview and update the subscription in the client so the route and plan status stay aligned.

Data packages remain valid until used and never expire. Available options: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. Data packages serve a different purpose from monthly subscriptions that reset each month and suit usage-based needs. Check your current account status on the plans page before choosing one.

Alipay / WeChat Pay / USDT are supported. Refunds are available within 14 days, with a full refund if you are not satisfied with your first payment. To request one, sign in to the user panel and submit a ticket with the relevant order and issue details for review. Keep the order status available and avoid creating duplicate tickets with the same content.