Accounts & Subscriptions
From registration and plan selection to subscription imports. Use the account to manage orders and subscription details; the client reads the subscription and establishes the connection. Troubleshoot them separately.
Is an email address required to register?
No email address is required. You can register with a username and password. Use a password you can remember long term and have not reused on other services. After registering, open the user panel to choose a plan, then retrieve your subscription details there after payment. Store your username and password securely, and avoid leaving login details on public devices or in shared documents.
What monthly subscription plans are available?
Monthly subscriptions are ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. All three plans use the same service entry point; the main difference is the monthly data allowance. Data resets each month on the activation date. Before choosing, check usage statistics on your regular devices and select a plan based on your actual needs for web browsing, streaming or development work.
How should I choose between a monthly subscription and a data bundle?
Monthly subscriptions suit ongoing use, with data resetting each month on the activation date. Data bundles are ¥158/300GB, ¥358/1000GB and ¥658/3000GB; they remain valid until used and never expire. Consider a monthly subscription if your usage is steady and you need cross-border access every month. If your usage is irregular or you prefer to pay by accumulated data consumption, review the data bundles.
Do I need to buy again when I switch devices?
No. You do not need to purchase again when changing devices. VPNHW supports unlimited devices online at the same time and works on Windows, macOS, iOS, Android and Linux. On the new device, sign in to the user panel, retrieve your subscription details and import them again. When retiring an old device, delete the subscription configuration from its client to keep your access credentials organized.
Connections & Issues
Connection issues usually involve the subscription, client, system network or current access environment. Check them in a fixed order so you can identify the cause instead of changing several settings at once.
How do I update my subscription link?
Open the subscription management page in your current client, find the VPNHW subscription, then choose Update or Refresh. The latest route list should appear after the update. If nothing changes, return to the user panel and copy the subscription details again, delete the old item in the client, and import it again. Do not put subscription details in public chats, screenshots or shared documents.
Why can’t an app connect even though the client says it is connected?
First check whether the client is using Global mode or Rule mode. In Rule mode, traffic from a specific app may not match a proxy rule. Temporarily switch connection modes for comparison, then check whether the app has its own network settings enabled. If the issue persists, restart the app, switch routes and reconnect in sequence to distinguish app cache, rule matching and individual route issues.
What should I do if the client fails to update the subscription?
Confirm that your plan is still active and that the device can open the user panel normally. Then check the subscription entry for spaces, line breaks or expired content from an older version. Retrieve the subscription details from the panel again and create a new subscription entry in the client for testing. If the new entry updates successfully, delete the old one so the client does not continue using an invalid local cache.
How can I troubleshoot when every route fails to connect?
Close and reopen the client, then update the subscription list and confirm that the device clock and network connection are working normally. Disable other proxy, filtering or security tools that may also be controlling network traffic, then test another route. If results differ across networks, the issue is usually related to the current access network. If every route continues to fail, submit a ticket from the user panel with the client name, operating system and error message.
Speed & Routes
Route performance depends on the entry network, exit region, route type and target service. A single speed test is not a substitute for real-world use; the goal is to find a stable combination for the task at hand.
How should I handle slowdowns during peak hours?
Pause active downloads, sync jobs and system updates, then compare a nearby exit route. If you are using a direct route, test a relay or IEPL route. If only one website is slow, try another route in the same region. Change one condition at a time and record the route type, destination and symptoms; this is more effective for finding a stable combination than switching randomly in quick succession.
What is the difference between IEPL, relay and direct routes?
IEPL routes suit sustained connections that require a highly stable path. Relay routes organize the cross-border path through an intermediate entry point and are generally suitable for everyday use. Direct routes take a more direct path, but their performance is more affected by the local carrier and international exit conditions. Route type is not the only factor; choose based on the access network, target region and actual results on the device.
How should I choose a route for services in different regions?
Prioritize an exit region that matches or is close to the service’s location. For example, test an Asian route first for an Asian service, and the corresponding region for a North American service. VPNHW covers 120+ countries / 150+ routes, so you can compare different route types within the same region. For account logins, region-specific content or developer APIs, keep the exit region relatively stable and avoid switching between regions frequently.
Do I need to switch routes frequently?
Normal use does not require constant switching to chase minor differences. Once you find a route that reliably handles your current task, keep using it. Switch to a backup route in the same region only when you encounter connection failures, persistent slowdowns, a regional mismatch or route maintenance. Frequent exit changes may cause some websites to request repeated logins and make troubleshooting harder.
Billing & Refunds
Check the plan, data allowance and account before paying, then view the order from the same account after payment. For order status or refunds, rely on the order and ticket records in the user panel.
Which payment methods are supported?
Alipay / WeChat Pay / USDT are supported. After choosing a plan in the user panel, the page will show the currently available payment options. Before paying, check the plan’s data allowance and amount again, and avoid opening multiple payment pages at once. After payment, return to the original order to check its status. Do not create duplicate orders just because the page has not refreshed yet.
How does monthly data reset, and how is a mid-cycle upgrade calculated?
Monthly data resets each month on the activation date rather than on the first day of the calendar month. For a mid-cycle upgrade, the price difference is prorated based on the remaining days. Before upgrading, check your current plan and remaining status in the user panel, then choose a higher data tier. If you only occasionally need extra data, compare the data bundle rules first instead of changing a long-term plan based on a short-term fluctuation.
How do I request a refund?
VPNHW offers refunds within 14 days, no questions asked. To request one, open the ticket section in the user panel, provide the relevant order and refund request, and keep the order page and payment record available for verification. Do not submit multiple identical requests. Follow-up status is based on the ticket record; add any necessary information to the same conversation.
What should I do if my plan does not appear after payment?
Return to the user panel and refresh the order and plan status. Confirm that you are viewing the same account used to complete the payment. Do not pay again immediately or create duplicate orders. If the plan still does not appear after refreshing, submit a ticket through the user panel with the information visible on the order page and your payment record for support to verify. Do not publish complete payment credentials or account information on public pages.