Issue directory
Start with the symptom, then check the configuration
Connection issues often involve the local network, client settings, the selected route, and the destination service at the same time. Choose a category based on the current symptom, and avoid changing several settings at once. Handle account or order matters through the user panel.
account
Account & subscriptions
Resolve issues with registration, subscription links, configuration updates, and device changes.
Is an email address required to register for VPNKV?
No email address is required. Register with a username and password. Keep both details safe, and confirm that you can sign in before changing browsers or devices. If you forget your login details, submit a ticket in the user panel and provide information that can help verify the order.
Where can I find my subscription link, and how should I store it?
Sign in to the user panel and find the subscription link in Account Overview or the client import area, then add it through your client’s import option. The link provides access to route settings, so keep it separately and securely like a password. Do not post it on public webpages, in group-chat screenshots, or in shared documents. When using a new device, sign in to the panel and copy it again.
Why does the client still show old routes after the subscription link is updated?
Open subscription management in the client and update or refresh the configuration. Then return to the route list and check whether the names have changed. If the old content remains, disconnect and update again, and confirm that the imported link is the currently valid one from the VPNKV panel. Avoid repeatedly creating subscriptions with the same name, as you may select an outdated configuration.
Do I need to buy another plan when switching devices?
No separate purchase is needed when changing devices. VPNKV supports simultaneous use on an unlimited number of devices, and the same account subscription can be used on Windows, macOS, iOS, Android, and Linux. Get the client and subscription details for a new device from the user panel. When an old device is no longer in use, remove its local configuration.
Account tip
Subscription links and account passwords serve different purposes, but both should be stored securely. When the client needs updated routes, refresh the subscription rather than creating multiple similarly named configurations for the same account.
connection
Connections & issues
Check the local network, proxy mode, system permissions, and client status layer by layer.
What should I check first if the client suddenly cannot connect?
First, confirm that your local network can open ordinary webpages. Then check that your plan and subscription are active. Update the subscription and retry with a route in another region or of another type. If every route fails, quit and reopen the client, then check the system time, proxy permissions, and whether security software is blocking the client’s network access.
Why can my browser connect while a particular app cannot use the proxy?
This is usually related to the client’s proxy mode, split-routing rules, or system permissions. Check whether the app is excluded from proxy coverage, then try a connection mode with broader coverage. Mobile operating systems may also restrict background network access. After changing the setting, fully close the app and reopen it for testing.
How can I restore the connection after switching networks?
When switching from Wi-Fi to another network, the existing connection may still be tied to the previous network session. Disconnect from VPNKV, wait until the system confirms that the new network is available, and reconnect to the current route. If the domain still cannot be resolved, switch to another route and restart the affected app.
What should I do if the client will not open or loses network access after a system update?
A system update may reset network extensions, VPN settings, or background permissions. Check in system settings that the VPNKV client still has the required permissions, then get the current client from the user panel. Do not look for installation packages on unknown pages. If the configuration is still present but cannot be enabled, remove the invalid system connection and import the subscription again.
Connection tip
When the browser works but one app does not, check split routing and app permissions first. If no apps can connect, check the local network, subscription status, and client system permissions. This helps avoid unrelated changes.
routes
Speed & routes
Choose directory entries by region, route type, and actual use case.
How should I change routes during peak-hour slowdowns?
Pause any large file transfers first, then switch to another route type in the same region. If suitable for your use case, choose a nearby region instead of reconnecting repeatedly to the same route. Update the subscription before selecting a route to avoid continuing with an outdated configuration. Change only one variable at a time so you can tell whether the issue comes from the local network, route, or destination service.
How should I choose between an IEPL dedicated line, a relay route, and a direct route?
IEPL dedicated lines suit situations where cross-border link stability matters most. Relay routes optimize connectivity through an intermediate entry point in some network environments. Direct routes are more straightforward, but performance depends more on the local carrier and time of day. Filter by destination region first, then compare route types; there is no need to stay on one entry permanently.
The streaming service connects, but the video still will not play. What should I do?
Confirm that the selected route’s use-case tags include the relevant streaming service, then fully quit the streaming app or close the related webpage. Reopen it after switching routes so it does not continue using cached data from the previous region. Account region, content rights region, and payment region can also affect what is visible, so a connected route does not mean every account will show the same library.
How can I troubleshoot an AI tool page that will not open or keeps disconnecting?
Choose a route tagged for AI Tools optimization, and confirm that your browser and the relevant app use the same connection exit. If the sign-in page keeps redirecting, clear that site’s cache and sign in again. If only conversations or image uploads are interrupted, try another route in the same region. Also check the account’s regional rules and the service status separately.
coverage
100+ countries / 170+ routes
The region is the key in the directory, while route type and use-case tags are its corresponding values. Narrow the list by the region required by the destination service, then compare IEPL dedicated lines, relay routes, and direct routes. This is usually more effective than looking only at route names.
View all routes →
billing
Billing & refunds
Review monthly subscriptions, data packages, plan upgrades, payment methods, and the refund process.
What monthly subscription plans does VPNKV offer?
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 typical usage rather than looking only at the allowance of one plan. If you upgrade mid-cycle, the price difference is converted into remaining days.
Does the data allowance reset every month?
No. Data packages remain available until used and never expire. Prices are ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. Unlike monthly subscriptions, which reset each month on the activation date, they suit irregular usage and customers who prefer to consume data as needed.
How is a mid-cycle upgrade for a monthly subscription calculated?
When you upgrade a monthly subscription mid-cycle, the price difference is converted into remaining days. Before upgrading, check the current plan, remaining status, and target plan in the user panel, then submit the change. Monthly subscription data still resets on the activation date. Do not confuse this reset schedule with data packages, which never expire.
How do I request a refund?
VPNKV offers a 60-day no-questions-asked refund. To apply, sign in to the user panel and submit a ticket with the relevant order and refund request, then complete verification under the refund policy. To keep the case organized, continue adding information to the same ticket instead of creating multiple requests for one order.
Which payment methods are supported?
VPNKV supports Alipay, WeChat Pay, and USDT. Open the Plans section in the user panel, choose the plan you need, and view the available payment option. Before paying, check the plan name, data type, and amount. Monthly subscriptions and data packages follow different reset rules, so review them again before confirming the order.