Frequently Asked Questions

No email address is required. Create an account with a username and password. Choose a username you can keep track of and set a unique password; a password manager can help you store your login details securely. Since your account isn’t tied to an email address, don’t rely on email recovery as your default option, and never share your password. If you have trouble accessing your account, submit a support ticket from a device that’s still logged in and describe the message you see. If you can’t log in on any device, check your username, keyboard layout, letter case and the site saved in your password manager. Make sure you haven’t mistaken your subscription link for your login credentials.

There’s no limit on simultaneous connections, and switching devices alone doesn’t mean you need to buy another plan. On your new device, sign in to the same account, open the client page in the user dashboard, follow the instructions for your platform to get a client, then import your subscription. Before connecting on each device, make sure the correct subscription profile is selected—not just that you’re signed in to your account. All your devices share the data allowance on your account plan; adding a device doesn’t give it a separate allowance. Before handing an old device to someone else, sign out and remove the subscription profile. If they may still have your subscription link, check whether the dashboard lets you reset it.

Sign in to the user dashboard and find the subscription section to copy a link or use the import option. The exact option name depends on what the dashboard displays. Your subscription link lets a client load server configurations; after importing it, you still need to select a server and connect in the client. To refresh the list, open the subscription or configuration settings in your client, update the subscription you’re using, then check whether the server list has refreshed. If the update fails, first check that your plan is active and that your current network can reach the dashboard. Copy the link from the dashboard again, making sure no characters are missing and no spaces have been added. The link contains account access credentials, so don’t post it publicly or include it in screenshots.

Treat your subscription link as sensitive information. If you think it may have been exposed, sign in to the dashboard and check whether you can reset it. If you can’t find that option, submit a support ticket through the dashboard and ask how to proceed. After resetting the link, replace the old one on every device you use and refresh the subscription, then select a server and reconnect. Don’t assume that changing your account password will automatically invalidate the old subscription link; whether the two are linked depends on how the dashboard works. When contacting support, share only the error message and steps needed to explain the issue. Don’t paste the full subscription link, account password or sensitive payment details into a ticket.

Disconnect first and check whether your current network can still reach websites that normally work. If the basic connection is down, troubleshoot your local network first. Once it’s working, check that your plan is active, you have data available and the client has selected the subscription you just updated. Then try another server and test both a browser and the affected app to see whether the problem affects the whole connection or just one service. If only some domains fail, check the proxy mode, rule matching and DNS settings. Change one setting at a time and note the result so you can identify the cause. If the issue persists, submit a support ticket with logs that have been scrubbed of sensitive information.

If your browser works, that only confirms that browser’s traffic is taking a working route—it doesn’t mean every app is using the proxy. Check whether per-app proxying is enabled in your client and whether the app is on an exclusion list. Then check how the current rules handle the relevant domains. Some apps don’t use the system proxy and may require the client’s virtual network interface mode; check your platform and client documentation. After changing settings, fully quit and reopen the app to clear existing connections. Also distinguish network errors from account, region or permission messages from the service itself; changing servers may not resolve the latter.

First note whether the disconnect happens when the screen locks, the network changes or the system clears background apps, then troubleshoot accordingly. On Android, check the client’s background activity permissions, battery optimization and power-saving restrictions. Follow the system prompts to allow it to keep running. On other platforms, check sleep settings, network changes and the client’s auto-connect options. If another VPN tunnel or proxy tool is active on the device, turn it off while testing for conflicts. After reconnecting, reopen the affected app and check that it actually works; don’t rely on the connection icon alone. Settings can vary between OS versions. If you can’t find the right option, include your platform and the circumstances in a support ticket.

Open a support ticket from the user dashboard. Include your platform, client name, network environment, approximate time the issue occurred, selected server and the full error message. Describe which websites or apps work and which don’t. If you’ve already refreshed the subscription, switched servers or changed networks, include what happened; this is more helpful than simply saying it doesn’t work. Before attaching screenshots or logs, redact subscription links, account passwords, tokens and sensitive payment details, leaving only what’s needed to troubleshoot. Never upload real credentials to reproduce an issue. If it only happens on a particular network, include the results from a comparison network to help distinguish a local settings issue from a server issue.

First check whether any device is downloading large files, syncing to the cloud or streaming high-definition video, since these activities share your local network resources and plan data. Pause them, then compare servers in the same app while keeping other conditions as consistent as possible. If switching servers fixes the issue, you can keep using the alternative for now. If every server is slow, try a different underlying network as a comparison. A closer location doesn’t always mean a smoother end-to-end route; your local network, international links and the destination service all affect performance. Don’t treat a brief improvement as a guarantee of sustained speeds. If the issue continues, note the server name and time of day in a support ticket.

These terms describe how a connection is routed; they aren’t a fixed ranking of how well every app will work. A dedicated route typically includes a dedicated transport segment. A relayed route forwards traffic through an intermediate entry point, while a direct route describes a connection from the client to an overseas entry point. Check the route details in the dashboard for the actual path and current options. Start by choosing a region supported by the destination service, then compare how each route works on your usual network. If a route occasionally fails, try another type as a comparison instead of repeatedly changing app settings. Don’t infer bandwidth, latency or ongoing availability from a route name alone, or treat route type as a guarantee of streaming access.

VPNJazz covers 90+ countries with 250+ routes. Check the current dashboard list for available regions and routes. When choosing a route for AI tools or streaming, also check the service’s supported regions, account requirements and any messages you see when accessing it. A successful connection doesn’t mean the service will accept that exit point, or provide a particular content library or playback quality. Choose a route that meets the service’s regional requirements, reopen the app and test the features you need before settling on a configuration. If you see a region or permission message, note its exact wording. When troubleshooting, distinguish route connectivity from the destination service’s account rules.

Anonymous, no-logs describes VPNJazz’s privacy policy. Read the privacy policy for details about data handling; it doesn’t mean every website is unable to identify visitors. When you sign in to a service, it may associate activity with your account, browser state or its own rules. Switching routes also won’t automatically erase information saved by an app. On public networks, keep your system and client up to date, check website addresses, use encrypted connections where possible and store account details securely. Redact sensitive information before sharing troubleshooting screenshots. Privacy depends on your route configuration, device settings and account habits—not just the connection icon.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data resets monthly on your activation date, not automatically on the first of the calendar month. If you upgrade mid-cycle, the price difference is prorated to the remaining days. Data add-ons: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. Add-on data doesn’t expire and is available until used. When comparing plans, consider how regularly you use the service and how much data you need. Unlimited devices doesn’t mean unlimited plan data. Check your orders and remaining data in the dashboard. If multiple plans are active, refer to the dashboard rules for which data is used first rather than assuming an order.

We accept Alipay / WeChat Pay / USDT. Start payment through the plans and orders flow in the user dashboard. Check the plan, amount and payment method shown for your current order, and follow the information provided for that order. After payment, return to the dashboard to check the order status and plan on your account. If they haven’t updated, refresh the page, make sure you’re signed in to the account that placed the order, then confirm that the payment provider marked it as complete. Don’t pay repeatedly just because the page hasn’t changed, and don’t reuse payment details from another order. If the payment result and dashboard don’t match, submit a support ticket with the order ID, payment method and a redacted payment confirmation so the team can check whether payment was received.

A 7-day refund policy applies. Read the refund policy and terms of service for eligibility and instructions. To request a refund, sign in to the user dashboard, open a support ticket and clearly state that you’re requesting a refund. Include the relevant order ID and identify the order to be reviewed. If there’s also a payment or connection issue, briefly describe it to help with verification. Before submitting, make sure the ticket and order are for the same account, and redact unrelated sensitive information from payment screenshots. A general connection troubleshooting ticket doesn’t count as a refund request. Check ticket replies and order records for updates; don’t assume when funds will arrive or how quickly a payment provider will process them.

First check the user dashboard to see whether you’ve run out of data, your monthly plan has expired or the client hasn’t refreshed its configuration. Don’t treat every issue as a server problem. Monthly plan data resets each month on your activation date. If you upgrade mid-cycle, the price difference is prorated to the remaining days; review the change shown in the order before confirming. Data add-ons don’t expire and remain available until used, but you’ll need more available data once they’re used up. After renewing, upgrading or adding data, check your plan status in the dashboard, then refresh the subscription in your client as prompted and reconnect. If you have questions about multiple active plans, data usage order or the result of a plan change, confirm the details through a support ticket before proceeding.