VPN FAQs

No email address is required. Create an account with a username and password. Check your username for typos before submitting, and store your credentials in a trusted password manager. Don’t reuse a password from another site. Your account is for viewing orders, retrieving subscriptions, and submitting support tickets; subscription links are imported into client apps. These serve different purposes, so don’t use a subscription link to sign in. If you forget your credentials, first check your password manager and saved browser records, then review the recovery instructions currently shown in the panel. Don’t assume you can recover your account automatically by email. When contacting support, never send your password or full subscription link.

Sign in to the user panel and find your subscription details in the account overview. Then add them using the import option in your client. If you already have a subscription, first try updating it from the client’s subscription manager or configuration list. Check the last-updated time and whether the route list has changed; there’s usually no need to delete the existing configuration. If the panel shows that your subscription address has changed, replace the old address saved in your client with the current one from the panel, then update it. If the update fails, check your local network, account status, and whether the copied address is complete. Your subscription address contains account access credentials, so keep it only in your own client. Hide the full address in screenshots, support tickets, and public discussions.

VPNPen supports unlimited devices connected at the same time, so switching devices alone doesn’t mean you need to choose a new plan. Supported platforms include Windows / macOS / iOS / Android / Linux. Sign in to the same account on your new device, get the client and subscription from the panel, import them, and choose a route. Local settings from your old device won’t carry over automatically, so check the proxy mode and app permissions on the new one. When using multiple devices, plan downloads, video, and sync tasks around your account’s data allowance; unlimited devices doesn’t mean unlimited data. If you transfer or lose a device, review account access and check whether the panel offers a way to update your subscription credentials.

Downloading a client and getting an active subscription are separate steps. You can download the Windows, macOS, Android, and Linux clients after signing in; you don’t need to have purchased a plan. Sign in to the panel to get your subscription details, too. To connect, check your account’s current plan and data status. Get the iOS client through the App Store link provided in the panel. Accounts with a purchased, unexpired plan can access the download link; otherwise, follow the instructions in the panel. After installing the app, return to the panel for import instructions—installation alone doesn’t mean you’re connected. Use the download links in the VPNPen panel and follow your operating system’s prompts to check installation and runtime permissions.

Pause the proxy first and make sure your local network can still open commonly used websites. Then check the current subscription, selected route, and account status in the client. “Connected” usually means the client is running or its proxy entry is enabled; it doesn’t, by itself, confirm that you can reach a particular website. Make sure no other proxy tool is also controlling your network. Then try a different route and reopen the page, testing it in both a browser and another app. If only one website fails, check its sign-in requirements, regional rules, or service status. If every app fails, check the system proxy, tunnel permissions, and DNS settings. Change one setting at a time and keep the original configuration so you can restore it.

Apps can handle system proxies differently, so access in your browser doesn’t mean every app will use the same route. First check whether the client is using rule-based mode, system proxy mode, or tunnel mode. Then see if the app has its own proxy settings or is set to connect directly by a routing rule. If you need tunnel mode, grant the required system permissions as described by the client, and check for conflicts with other network tools. After changing modes, fully quit and reopen the app so it doesn’t keep using an existing connection. If the issue occurs only during sign-in or payment, check the app’s regional and fraud-prevention requirements. Don’t keep changing subscriptions based on this symptom alone.

Sign in to the panel and confirm that your subscription details are still available, then check your account status. Make sure the address saved in your client is complete and contains no extra spaces, line breaks, or explanatory text. For the update, use a local network with working internet access so the client doesn’t try to fetch the subscription through a route that has stopped working. If the client says the format isn’t supported, return to the panel and choose the import method for your client instead of editing the link yourself. Keep your existing configuration, note the error message and when it occurred, then try importing the current subscription from the panel again. If it still fails, open a support ticket with your operating system, client, and a description of the issue. Hide your credentials before sharing screenshots.

Open a ticket from the user panel and describe your operating system, client, network type, selected region and route type, and whether the issue occurs during import, connection, or app access. Clarify whether all websites fail or only a particular app or action, and include what happened after switching routes, restarting the app, or pausing the proxy. If the issue occurs only at certain times, mention when and for how long. Include the exact error message where possible. Crop sensitive account details out of screenshots, and check logs for access credentials before sharing them. Don’t send your password or full subscription link, and don’t install remote-control tools from unknown sources to troubleshoot.

First check whether the stuttering happens only during peak hours, and pause bandwidth-heavy tasks such as large downloads or cloud sync. Keep the video and resolution settings the same. Try different routes in the same region first, then compare other regions; changing too many variables at once makes the cause harder to identify. Compare actual performance on IEPL, relay, and direct routes rather than relying on route labels alone. If other apps are slow too, check your local Wi-Fi and internet connection. If only one platform lowers the video quality, its delivery and regional policies may also be a factor. VPNPen doesn’t guarantee a fixed speed at particular times. Choose based on sustained playback and how well your apps work on your current network.

VPNPen covers 100+ countries and offers 150+ routes. First identify the region your target service requires, then compare the route types currently listed in your client. IEPL, relay, and direct describe different connection paths; a label alone doesn’t mean a route will be faster. Coverage across a number of countries also doesn’t mean every region offers the same route types. For everyday use, keep the routes that work well for you and consider alternatives in other regions. Check a service’s official rules before accessing it if it has regional requirements. Use the route list currently shown in the panel and client when connecting. The node page explains how to compare regions and route types.

Check the service’s requirements for region, account, and eligibility first. Then choose a route in the relevant region and test the service through its official website or app. A website loading doesn’t guarantee that sign-in, playback, or other features will work, so test the specific functions you need. AI tools may also depend on account eligibility, payment requirements, and platform policies. Streaming content can vary with regional licensing and account status. If you see a restriction message, read the platform’s explanation and check that your exit region matches the app’s proxy settings. VPNPen provides cross-border connections but doesn’t guarantee ongoing access to any particular platform, its content catalog, or a fixed video quality. It also doesn’t override the platform’s own requirements.

A speed test and an app may connect to different servers and use different routes and request patterns, so test results don’t necessarily reflect video playback, downloads, or interactive tasks. Your experience can also depend on your local network, the destination’s response time, DNS resolution, app routing rules, and background tasks. To troubleshoot, keep the target app and activity the same, compare routes in the same region, then check whether results change on another internet connection. If webpages load slowly but downloads remain steady, focus on DNS resolution and connection setup. If playback repeatedly stalls, look at sustained data transfer and fluctuations in your local network. Describing the specific app, action, and error to support is more useful than sending a speed-test screenshot alone.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data resets monthly on the date your plan started, not necessarily on the first day of the calendar month. Check the user panel for your remaining data and current account status. If you upgrade mid-cycle, the price difference is prorated for the remaining days; you don’t simply receive a fresh allowance for the new tier. Estimate your usage based on your usual video, download, and sync habits, keeping in mind that activity across multiple devices draws from the same account allowance. If you have questions about your upgraded plan, check the order and plan details in the panel or confirm through a support ticket. Don’t submit another order based on your own calculations.

Data packages cost ¥158 for 300GB, ¥358 for 1000GB, and ¥658 for 3000GB. They’re used until the data runs out and never expire. Unlike monthly plans, which reset data each month on the plan’s start date, data packages suit usage that you want to draw down over time. “Never expire” doesn’t mean the data is replenished after you use it. Decide whether you need a monthly plan or a package with no expiration date, then review the ordering instructions in the panel. If your account already has a plan, follow the panel’s current guidance on combining or switching plans and which data is used first. Don’t assume the allowances will be merged or that one will be used before the other. Before paying, check the plan name, price, and data allowance.

VPNPen supports Alipay / WeChat Pay / USDT. Before paying, check the order amount, plan name, and payment instructions. For USDT, confirm the network and recipient details shown on the current payment page; don’t rely on a previously saved payment screenshot. If your plan doesn’t appear after payment, check the order status in your order list and make sure you’re signed in to the account used to create the order. Keep your order record and payment receipt, then open a ticket through the panel with the payment method, order status, and issue. Don’t share sensitive information from your receipt publicly. Avoid paying again until the issue is clear, and never transfer funds to private payment details that aren’t provided in the panel. The order status in the panel is the source of truth for your plan.

VPNPen offers 30-day no-questions-asked refunds. Before applying, read the refund policy and check the eligibility, requirements, and process. Then sign in to the user panel, submit a refund request through a support ticket, and specify the relevant order. If you experienced connection problems, you can describe them to help support understand the situation, but that doesn’t replace a clear refund request. Keep your order and support records. Provide only the payment details needed to process the request; never include your account password or full subscription link. Check the refund status, processing progress, and arrival of funds through your original payment method separately. No fixed processing time is promised here; refer to the support response and the payment provider’s actual processing time.