The four groups below are collapsed by default — tap a heading to expand. The groups are independent, so just pick the one that matches your current problem.
Account and subscription
From sign-up to looking after your subscription link, everything in this group is account-level and independent of any particular device. The subscription follows the account, so once the credential is handled, most of it is handled.
Do I need an email address to sign up?
No email address is needed. Registration asks for just a username and a password, and you land straight in the user panel, where subscriptions, orders and traffic are all shown. If you forget your password, use the recovery option on the login page; if the account has no email attached, open a ticket explaining the situation and the team will verify it manually.
How many devices can one account use at the same time?
There is no device limit. Windows / macOS / iOS / Android / Linux can all be online at once — just import the same subscription link on each device. You don't pay extra for a second device.
What is a subscription link, and why shouldn't it be shared publicly?
The subscription link is the credential your client uses to fetch route configurations — anyone holding the link can use the traffic on your account. Don't post it in group chats, forums or public repositories. If you suspect it has leaked, reset the subscription link in the user panel; the old link stops working immediately, then re-import it on each device.
Do I have to buy again if I change devices or reinstall the system?
No. Your subscription follows the account, not the device. Install the client on the new device and import the same subscription link to keep using the service; when you stop using the old device, simply delete the profile in the client. Your remaining traffic and expiry date are unaffected.
How often does the subscription link update?
The client pulls the latest configuration automatically on a set schedule, and you can also hit update manually in the client after route changes. An update only refreshes the route list — it doesn't change your remaining traffic or expiry date. If the list is empty after updating, first check that the link is complete, then copy it again from the user panel.
Connection and faults
Won't connect, import fails, one app ignores the proxy — for this group, work through the fixed order first, then decide whether a ticket is needed. Doing it out of order tends to waste time on the wrong step.
Connection problems follow a fixed order; four steps usually locate the cause.
- Switch to another route in the same region to rule out a single-route fault.
- Check the system clock — a large offset makes the handshake fail outright.
- Open an ordinary website on your local network to confirm the broadband itself is fine.
- Note the exact error text in the client log and attach it to your ticket.
The client keeps spinning and won't connect — what should I check first?
Work through it in order: switch to another route in the same region to rule out a single-route fault; check that the system clock is accurate, since a large offset makes the handshake fail; confirm your local network can open ordinary websites; quit other proxy apps for now so they don't grab the port. If all four steps fail, open a ticket with the client name, OS version and the exact error text.
The browser works, but one app won't go through the proxy. What now?
Most clients only take over the system proxy by default, and some apps bypass it and connect directly. Switch the client to global or TUN mode so traffic is captured at the network adapter level; if that still doesn't work, add the domains that app uses to the proxy list in your routing rules, then restart the app.
Importing the subscription says the format is unsupported, or the route list is empty. How do I troubleshoot?
First make sure you copied the full link, with no extra spaces or line breaks. Then paste it into your browser's address bar: if a configuration file downloads, the link is valid and the problem lies in the client version or the import method; if nothing downloads, the link has expired — copy it again from the user panel.
After a reboot the web pages won't load — is the proxy still on?
The usual cause is that the client didn't start at boot while the system proxy setting still points to the local port. Open the client and reconnect to restore it; you can also enable launch at startup and auto-connect on launch in the client settings. If you've already uninstalled the client, turn the proxy switch off in your system network settings.
How do I fix a failed profile install on iOS?
The first import needs you to allow the client to add a VPN configuration in the system prompt, plus background activity. If you tapped Deny earlier, find the client in system settings, re-enable the relevant permissions, then import again in the client; if it still fails, delete the old profile and reinstall the client once.
Speed and routes
Route type decides how things behave at peak hours. First work out whether your local uplink or the cross-border link is the slow part, then talk about switching routes; comparing records from two different time windows says more than a single test.
Things slow down at peak hours — how do I tell whether it's the route or my local network?
At the same time of day, open a local website first: if that's slow too, your broadband uplink is congested and switching routes won't help much; if local sites are fine but cross-border access is slow, then compare route types. IEPL dedicated lines usually fluctuate less at peak hours than relay and direct routes — record three results on the same route in the same time window before drawing conclusions.
IEPL dedicated, relay or direct — which should I choose?
IEPL dedicated lines run on a private link with stable latency and little packet loss, suited to video calls, live streams and streaming; relay routes forward through an intermediate node, cost less and suit everyday browsing and downloads; direct routes skip the intermediate node for lower latency but depend heavily on your local uplink quality. Choosing by use case is more reliable than choosing by a single speed test.
4K video stutters — what should I adjust?
Switch to an IEPL dedicated route in that region first, then stop other high-bandwidth tasks on the same network. Set the routing mode to rule-based proxying so not all traffic is detoured; also clear the browser cache once so an old quality level isn't remembered.
I changed region but streaming still says the region doesn't match. Why?
Streaming services determine region by exit IP, so besides the route's region you also need to check for DNS leaks and whether the browser cached an old location. Clear cache and cookies first, then reload; if that fails, try another route in the same region — different routes use different exit IP ranges, so the detection result can differ.
Billing and refunds
Prices, refunds and data pack rules all live here. Monthly plans reset each month on the activation date; data packs last until used up and never expire — the two rules don't affect each other.
How do I request a refund?
A 30-day no-questions-asked refund is available. Open a ticket in the user panel with your order number and the reason; the refund goes back to the original payment method, and how quickly it arrives depends on the payment provider. Once the refund is complete, the subscription stops.
Do data pack balances expire?
No. Data packs last until they're used up and never expire, which suits occasional use or a temporary top-up. There are three tiers: ¥158 / 300GB, ¥358 / 1000GB and ¥658 / 3000GB. Buy directly in the user panel and the data is ready to use once it lands.
If I upgrade mid-cycle, how is the price difference calculated?
Choose the next monthly plan up in the user panel to upgrade; the difference is prorated by remaining days, so you don't pay for a full month again. After upgrading you get the new tier's traffic allowance, and monthly plan traffic still resets each month on the activation date.
Which payment methods are supported?
Alipay, WeChat Pay and USDT. After ordering, pick the method on the payment page and follow the prompts; check the order status in the order list in the user panel — the plan activates automatically once payment succeeds.
What if I use up this month's traffic?
Two options: buy a data pack to keep going — packs last until used up and never expire — or upgrade to the next monthly plan up, with the difference prorated by remaining days. Monthly plan traffic resets each month on the activation date, restoring that month's allowance.
No matching answer found
Put the client name, OS version, exact error text and the time it happened into your ticket — it gets handled much faster. For subscription, order and refund questions, you can keep following up on the ticket in the user panel.
If you'd rather see the whole flow first, follow the Quick start page step by step; if you want to go deeper on a particular scenario, the full guide covers route selection by platform and use case in more detail.