VPN FAQs and Troubleshooting

No email address is required. Create an account with a username and password, and save both in a trusted password manager before leaving the account page. Don’t use a route name shown in the client as your login name, or save your subscription link as a password. Logging in to the user panel and importing a subscription are separate tasks: the panel lets you view your account, orders and support tickets, while the subscription gives your client its route configuration. When you switch devices, sign in to the same account to avoid leaving your existing plan on another account.

Sign in to the user panel and find your subscription link in the subscription section. Then add it through the subscription import option in your client. If you’ve already imported it, find the existing configuration and refresh or update it instead of repeatedly creating configurations with the same name. Once the update finishes, check whether the route list has changed and confirm that this configuration is active. If the update fails, check your account status, local network and copied link for completeness, then try again. Treat your subscription link like an account credential—don’t include it in public screenshots, group chats or support tickets.

VPNUrban has no limit on the number of devices connected at the same time. You don’t need to choose a new plan just because you’ve switched devices. Sign in to your existing account on the new device, download the client and subscription, and check that your plan is still active. Supported platforms: Windows / macOS / iOS / Android / Linux. When using the same account across multiple devices, keep an eye on the data and plan status in the panel; device count doesn’t mean each device has its own separate data allowance. Remove saved subscription configurations from devices you no longer use to prevent accidental use or exposure.

The user panel is the central place to download the client for your platform and then import your subscription. After signing in, you can get the client for Windows, macOS, Android and Linux; the iOS download is available only when the account has an active plan. You also need to sign in to get your subscription. Use the panel rather than treating other installers in search results as VPNUrban clients. After installation, you still need to import your subscription, choose a route and enable the connection. Installing the app alone won’t load your account configuration. See the Guides for step-by-step instructions.

Stop sharing screenshots or text that contain the link, and remove any public posts you can take down. Then sign in to the panel and check whether a subscription reset option is available. If it is, reset the subscription, import the new one on the devices you still use, and remove the old configuration. If you can’t find a reset option, ask for help through a support ticket in your account. Changing your login password alone doesn’t prove that the subscription link has been disabled, so verify the reset result. When troubleshooting, share only error messages with sensitive information removed—never send the full subscription URL, password or login credentials.

Temporarily disconnect the proxy and check whether your local network can reach everyday websites. If the local connection itself is having problems, fix that before troubleshooting the client. Next, sign in to the panel and check your plan and data status. Update the subscription in the client, then make sure you’ve selected a valid configuration and route. Try another route and another local network in turn to see whether the issue follows the route or network. Change only one setting at a time so you can tell what helped. If it still won’t connect, save the client’s error message and your test results, then submit a support ticket.

A connected status usually means the client completed one part of the connection process; it doesn’t guarantee that the website you want is reachable. Try another website to see whether the issue affects one service or all pages. Then check that the system proxy or VPN routing is enabled and that the current rules send the site through the proxy. Make sure no other proxy tool is changing your network settings at the same time. Disconnect and reconnect, then fully close and reopen your browser. If only certain domains fail, check DNS and routing rules. Don’t keep reinstalling the client based only on its status icon.

Browsers and other apps may use different network routing methods. Check whether the client is using the system proxy, rule-based routing or another mode. Then see whether rules send the app directly or whether it has its own proxy settings. Note the original settings before making changes. Afterward, fully quit and reopen the app so it doesn’t keep using an existing connection. If the client offers a routing mode designed for your platform, test it according to the instructions; don’t enable options you don’t understand. If the issue continues, include the app name, system environment and modes you tested in your support ticket. Don’t share the app account password.

Check whether disconnections happen only after the screen locks, the app goes into the background or the network changes. If it works in the foreground but drops in the background, check battery-saving settings, background permissions and whether another app has replaced the VPN configuration. If it drops when you switch networks, reconnect from the client and test again. Menu names vary between operating systems, so use the settings shown on your device rather than copying instructions for another platform. While troubleshooting, try to keep only the proxy tool you’re currently using active. If disconnections continue, note what triggers them and any system messages to help support determine whether the cause is system routing or the route itself.

Don’t reinstall yet. Check that the subscription link was copied in full, without extra spaces or line breaks, and that your current network can open the user panel. If your client lets you choose between a direct connection and an existing proxy for subscription updates, test each option available to you. For DNS lookup errors, check your system DNS settings, especially for leftover settings from other network tools. Don’t switch to DNS addresses from unknown sources or delete a configuration that still works. Note the error message, then continue with the troubleshooting guide. Reinstalling can erase useful clues and may not fix the underlying issue.

First check which exit regions the destination service requires, then test how well it works. For everyday browsing, start with a route that suits your local network. If a service depends on your account region or available content library, choose an exit region that matches its requirements. VPNUrban covers 110+ countries and 170+ routes, but coverage doesn’t guarantee access to every service. After connecting, test the site or app to confirm that pages load, sign-in works and content is available. For a fair comparison, use the same device, local network and destination service so changes in conditions aren’t mistaken for route differences.

Pause downloads, syncs or video streams that are using your local network, and check that the slowdown isn’t caused by your device or home network. Then compare routes using the same destination service and see whether the issue occurs only at certain times. If only one route is affected, temporarily switch to another. If several routes are slow on the same network, test with a different local network. For streaming, try lowering the playback quality to distinguish limited throughput from a failed webpage connection. When submitting a support ticket, include when the issue occurred, which route you used and what happened in your comparisons. That’s more useful than saying only that it was slow.

These terms describe how a connection is routed, not a speed ranking. IEPL refers to a dedicated transmission route; a relay uses an intermediate node to connect to the exit; a direct route reduces intermediate hops. Actual performance also depends on your local carrier, time of day and destination service. First check the required destination region, then compare stability, load times and performance over continued use with the same tasks. Don’t assume a route is faster just because of its name, or treat its type as a guarantee of access to streaming or AI services. Check the route descriptions on the Global Nodes page before choosing.

Connecting to the network and meeting a service’s access requirements are separate steps. Streaming services and AI tools may consider the exit region, account region, account status and their own rules when deciding whether access is allowed. First check that the service supports your selected region, then confirm that the app is actually using that route. After changing exit regions, close the existing session and reopen the service so it doesn’t reuse a cached connection. If other websites work, focus on the service’s regional and account requirements. Routes can help you test a connection, but they don’t change eligibility for third-party accounts or guarantee that the same content will always be available.

No device limit refers to the number of devices that can be connected at once; it doesn’t mean your data is unlimited. Check each device for video playback, large downloads, cloud sync or system updates. Then review the client’s routing rules to see whether tasks that don’t need the proxy are still using your subscription route. When several devices are in use, checking only what’s on one device’s screen can miss background data use elsewhere. Monthly plan data resets each month on the activation date. Data add-ons remain available until used and never expire. If the panel’s records differ significantly from your actual use, first check whether your subscription link has been exposed, then submit redacted usage details in a support ticket.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB and ¥28/month for 500GB. Data resets monthly on the activation date, not at the start of each calendar month. Check the plan and reset status shown in the panel when planning your usage. Consider your usual browsing, video streaming and file transfers when choosing a plan; the number of devices doesn’t directly determine how much data you need. All three plans allow unlimited simultaneous devices. For complete billing details, visit the Pricing page and check the user panel. Don’t rely on old screenshots or orders from another account to determine your current plan status.

Data add-ons are ¥158/300GB, ¥358/1000GB and ¥658/3000GB. They remain available until used and never expire. Monthly plans reset their data each month on the activation date, making them suitable if you prefer a monthly allowance. Compare how regularly you use the service rather than choosing by plan name alone: occasional use differs from watching videos regularly. “Never expires” refers to the validity period of the data add-on; it doesn’t mean the data is unlimited. If your account already has another plan, check its status in the panel and review the order details before choosing. Don’t assume different plans will stack or that data will be deducted in a particular order.

For a mid-term upgrade, the price difference is converted into remaining days. Before proceeding, check your current plan, remaining status and the upgrade order details in the user panel. Don’t assume the upgrade will preserve existing data, add new data to it or restart the full plan period. If the order details don’t match your expectations, pause and submit a support ticket with your current plan and the tier you’re considering so support can check. Keep relevant order-page information, but remove sensitive credentials. The actual order and plan status in your account panel determine the outcome.

We accept Alipay / WeChat Pay / USDT. Create an order in the user panel and use only the payment details shown on the order page. Don’t use payment details forwarded in a chat. After paying, return to the panel to check your order and plan status. If it hasn’t updated, keep your payment receipt and confirm that you’re signed in to the account used to place the order. Don’t create and pay for the same order repeatedly while its status is unclear. Submit the order ID, payment method and a redacted receipt through a support ticket for review. Hide any personal details not needed for verification. Never provide your account password or full subscription link.

VPNUrban offers a 7-day, no-questions-asked refund. Sign in to the account that placed the order and request a refund through a support ticket in the user panel. Include the relevant order and what you’d like us to do. See the Refund Policy for details on eligibility. Troubleshooting notes can help explain an issue, but don’t delay your request just to compile them. If your payment status is also unclear, include the payment receipt and order status, with unrelated personal details hidden. Don’t share your login password or full subscription URL, and don’t assume a ticket submission means the refund has been completed. Check the ticket and order for updates.