The VPNHe FAQ Field Guide
Common questions are organized by account, connection, routes and billing scenarios. Start by identifying the symptom, then follow the checks in the answer one by one so you can see what changed.
- No email address required
- Unlimited devices
- 60-day refunds without a reason
Control the variables, then isolate the issue
Connection problems can be affected by the local network, system permissions, client mode, subscription status and exit route. Change one thing at a time: confirm ordinary network access first, refresh the subscription next, then change the route and finally check system takeover permissions. This makes it clear which step changed the result.
For account, order or subscription credential issues, use the relevant section of the user panel. Do not look for static installers on public pages or give your subscription link to unfamiliar configuration tools. The questions below are collapsed by default; expand them one at a time based on the current symptom.
Account & Subscription
From account creation and subscription access to switching devices, first understand how account credentials relate to client configuration.
What do I need to register for VPNHe?
No email address is required. Set a username and password to create an account. Use the username to sign in to the user panel and store the password securely on its own. After registration, you can view plans, orders, client access and subscription details in the panel.
Where can I get my subscription link?
Sign in to the user panel and open the subscription or client section. Get the subscription details for your platform, then import them into the relevant client. A subscription link is an account connection credential, so do not forward it to others or paste it on public websites or discussion boards.
Why does the client still show old routes after I update the subscription link?
Clients usually keep a local route list. Find the option to update the subscription or refresh the configuration, then wait for the list to finish loading. If nothing changes, delete the old configuration and import it again from the user panel. Before doing so, confirm that the saved subscription belongs to the current account.
Do I need to buy another plan when I switch devices?
No. Switching devices alone does not require another purchase. VPNHe supports unlimited devices, so you can sign in to the user panel on the new device and get the client and subscription details for that platform. When you stop using the old device, remove any saved subscription configuration from it.
Which operating systems does VPNHe support?
Windows / macOS / iOS / Android / Linux are supported. Import options and permission settings may differ by system. Open the client page from the user panel and follow the instructions for your current system rather than applying steps from another platform.
Connections & Troubleshooting
A connection status is only the starting point. Also check system takeover, app rules and session state after changing networks.
The client says it is connected, but webpages still will not open. What should I do?
Disconnect first and confirm that the local network can open ordinary webpages on its own, then reconnect to a route. Check whether the client has enabled the system proxy or required network takeover mode, and temporarily disable other proxy configurations that may be trying to control the network at the same time. If the problem continues, update the subscription and test another route.
Why is a particular app not using the proxy?
A common cause is rule mode: requests from that app are not covered by the current rules. Switch temporarily to a connection mode with broader coverage for comparison. If the app works afterward, the issue is likely rule matching. Also check whether the system is restricting the client’s background activity or network permissions.
A route suddenly will not connect. What troubleshooting order should I follow?
Confirm that the local network works, then update the subscription and select the route again. Fully quit and reopen the client afterward so that an old connection state is not retained. If the same route behaves differently on different networks, test another route. For further help, submit a ticket from the user panel and include your system and the symptoms.
Why does the connection drop after switching from Wi-Fi to another network?
Changing networks changes the local connection environment, which can invalidate the existing session. After the switch, wait for the new network to stabilize, then disconnect and reconnect in the client. If the system keeps the old state, fully quit and reopen the client; there is no need to import the subscription repeatedly.
The client stopped working after an update. What should I do?
Check whether the original subscription is still present in the client and run a subscription update manually. After a system or client update, network takeover permissions may need to be confirmed again. If the configuration was lost, return to the user panel and get the subscription again. Do not look for static installers or subscription addresses on unknown pages.
Speed & Routes
Assess speed by observing the local network, exit region, target service and background tasks separately.
Performance stutters during peak hours. Should I change routes or the client first?
Keep the client settings unchanged and change only the exit route for comparison. This makes it easier to tell whether the problem comes from the route or the local configuration. Prefer a geographically closer route suited to the task, and pause background syncing and large file transfers. If several routes slow down, check the local network and device resource usage.
How do I choose the right route region?
For ordinary webpages and collaboration tools, start with a geographically closer region. For services with regional content, choose an exit that matches the content’s target region. Similar route names do not guarantee identical paths. If the connection fluctuates, compare routes one at a time rather than changing the route, mode and system settings together.
Streaming works, but playback keeps buffering. What should I do?
Reduce simultaneous downloads, sync jobs and cloud backups first, then choose a route that matches the content region. Disconnect the old connection before switching routes. After reconnecting, fully quit and reopen the streaming app so that cached region data does not continue to apply. If webpages and other apps are also slow, check the local network as well.
My AI Tools session is unstable after login. What should I check?
During a long session, keep the same exit region whenever possible and avoid switching routes frequently. If the page repeatedly asks to reload, pin one route, disable other tools that may also be taking over the network, then reopen the browser or app. A connected route does not necessarily mean that the session state has refreshed; sign in to the target service again if needed.
How broad is VPNHe’s route coverage?
VPNHe covers 120+ countries / 180+ routes. The routes page shows regions and route types. Choose based on the target service’s region, the local network and the intended use. Broad coverage does not mean the farthest exit is always the best choice.
Billing & Refunds
Monthly subscriptions and data packages use different data rules. Compare them by usage frequency and consumption patterns before placing an order.
What monthly subscription tiers are available?
Monthly plans are ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Data resets monthly on the activation date. Choose based on your actual browsing, video and file-transfer usage rather than looking only at the allowance for one tier.
What is the difference between a data package and a monthly subscription?
Data packages remain available until used and never expire: ¥158/300GB, ¥358/1000GB and ¥658/3000GB. Monthly subscriptions reset their data each month on the activation date. Compare data packages if your usage is irregular, and monthly subscriptions if you use the service consistently.
How does a mid-cycle upgrade work for a monthly subscription?
For a mid-cycle monthly upgrade, the price difference is converted into remaining days. Check the current and target plans in the user panel before submitting the upgrade. After it is complete, review the plan status again and refresh the subscription information in the client once.
Which payment methods are supported?
Alipay / WeChat Pay / USDT are supported. Open the plans and orders area in the user panel and pay using one of the methods shown there. After payment, return to the order page to confirm the status. If it has not updated, do not create the same order again; submit a ticket through the user panel for verification.
How do I request a refund?
VPNHe offers 60-day refunds without requiring a reason. To apply, sign in to the user panel and submit a ticket with the relevant order and refund request so it can be verified and handled. Check replies in the ticket area after submitting, and do not send duplicate requests with the same details.
Include the symptom and system details
If the issue is still unclear after following the steps above, submit a ticket from the user panel. Include your operating system, the status shown in the client, the troubleshooting steps you have tried and the situation in which the problem occurred. Avoid writing only “cannot connect” or “slow speed.”