ACCOUNT
Accounts & subscriptions
Handle registration, subscription access, client refreshes, and device changes. Get subscription details from the user panel; do not overwrite an existing configuration with an address from an unknown source.
Do I need an email address to register for VPNZL?
No email address is required. You can register with a username and password. Store both securely and avoid staying signed in on shared devices. After registration, open the user panel to view plans, orders, client downloads, and subscription details; subscription content is not publicly displayed on marketing pages.
Where can I find my subscription link after purchase?
Sign in to the user panel and find your current subscription details in the account overview or client download area, then import them into the client for your platform. Treat the subscription link as an account credential; do not paste it into public webpages, group chats, or screenshots. If the client shows old routes, update the subscription first.
How do I update the subscription link in my client?
In the client's subscription management page, find the VPNZL configuration and choose Update Subscription or Refresh Configuration. Wait for the route list to reload. If the existing configuration cannot be refreshed, copy the subscription details from the user panel and import them again. Do not edit the subscription address manually before updating, or the client may continue reading an invalid configuration.
Do I need to purchase again after switching devices?
No. You do not need to purchase again when changing devices. VPNZL supports unlimited simultaneous devices, and the same account's active subscription can be used on Windows / macOS / iOS / Android / Linux. When retiring an old device, delete its local configuration and sign out so subscription details are not left on it.
CONNECT
Connections & troubleshooting
First determine whether the issue affects every app or just one, then check the client's connection status, how it controls the system proxy, and the current network. Change only one condition at a time for clearer troubleshooting results.
What should I check first when the client says the connection failed?
First confirm that the client has loaded the latest subscription, then switch to another route and reconnect. If it still fails, restart the client, switch networks, check that the system time is correct, and make sure no other network tool is also controlling the proxy. When submitting a ticket, include the platform, route name, and error message to help identify the cause.
Why can my browser connect while a particular app cannot?
A common cause is that the client controls only the system proxy while the target app does not use system proxy settings, or the current routing rules classify the app as a direct connection. Try a more comprehensive connection mode for comparison, then check the client's routing rules, app bypass list, and system network permissions. Restore your usual mode after identifying the cause.
What should I do if I cannot reconnect after switching Wi-Fi or another network?
After a network change, the existing tunnel may retain the previous network state. Disconnect, wait for the system to finish switching networks, and reconnect. If the state does not recover, fully quit and reopen the client. If the issue continues, refresh the subscription and switch routes instead of reusing the session left over from before the network change.
How do I make the first connection on a new device?
On the new device, sign in to the user panel and download the client for your platform from the client download area, then import your account's subscription details. After importing, refresh the route list, choose a route suited to your location and target service, and connect. You can then use this site's network check page to confirm whether your outgoing network has changed.
ROUTING
Speed & routes
Route selection is about more than latency. Your location, the target service's region, packet loss, jitter, and route topology all affect results. Judge primarily by whether the task completes reliably.
How should I troubleshoot slowdowns during peak hours?
Pause any large file transfers, then compare different routes in the same region. If nearby routes remain congested, try a relay or IEPL dedicated route. If only one website is slow, the target service's own load may be responsible. Change one condition at a time so you can determine whether the issue comes from your local network, the route, or the target service.
What is the difference between direct, relay, and IEPL dedicated routes?
Direct routes use a simpler path and suit connections where the link from your local network to the target region is already stable. Relay routes use an additional entry point to optimize parts of the international path and are useful when direct connections fluctuate. IEPL dedicated routes focus more on link stability. A route name describes its topology; it does not guarantee the same performance in every region or at every time.
Is latency the only factor when choosing a route?
No. Latency helps measure interactive response, but streaming, file transfers, and video meetings are also affected by packet loss, jitter, route stability, and distance from the target service. Start with a nearby region based on your location, then compare route types and real-world performance. A route with slightly higher latency but steadier transfers may be better for extended use.
What should I switch when an AI tool or streaming service will not open?
First switch to a route commonly used for the target service's region and reconnect, then compare in a private browser window. If the browser works but the app does not, check the app cache, routing rules, and account region settings. Services adjust their access policies independently, so a route that works for one service may not work for all services.
BILLING
Billing & refunds
Monthly subscriptions reset data on the activation date, while data packages use a fixed total allowance. Before purchasing or upgrading, distinguish between regular monthly usage and occasional use, then choose the appropriate option.
What monthly subscription data tiers and prices are available?
Monthly subscriptions include ¥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 needs for browsing, ongoing work, streaming, and file transfers rather than peak speed alone; you can view other tiers in the user panel if your usage changes.
Does a data package reset every month?
Data packages remain available until used and never expire. Options are ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. Unlike monthly subscriptions, which reset on each activation date, these packages are better for irregular usage and consumption by total volume. Before purchasing, decide whether you need a monthly allowance or a long-term data package.
How is the price difference handled when I upgrade a monthly subscription mid-cycle?
When you upgrade a monthly subscription mid-cycle, the price difference is prorated against the remaining days. Check your current and target plans in the user panel before confirming the upgrade. Afterward, refresh the account status and client subscription so the client loads the active configuration. If the panel and client show different information, submit a ticket with the order details.
Which payment methods are supported, and how do I request a refund?
VPNZL supports Alipay / WeChat / USDT and offers a 60-day no-questions-asked refund. To request a refund, sign in to the user panel and submit a ticket with the relevant order and refund request. Keep the order status and payment record available; if connection issues are involved, include your troubleshooting results so further technical support can be assessed.