VPN FAQ
From registration and subscription imports to route selection, connection troubleshooting and refund requests. Find your issue by category, then work through the checks in order; this is usually more effective than repeatedly reinstalling the client.
Troubleshoot by symptom
Connection issues usually come from the local network, system permissions, client settings, route status or the target service. Change one condition at a time: confirm the local network, refresh the subscription, switch routes, then check system permissions. This preserves a clear comparison and makes it easier to describe the issue accurately in a ticket.
Account & Subscription
Account & Subscriptions
Covers registration, subscription imports, configuration updates and device changes. Subscription URLs are account delivery information and should be stored only in your own client and trusted devices.
Do I need an email address to register for VPNJU?
No email address is required. Register with a username and password: the username signs you in to the user panel, while the password protects your account. Because registration does not rely on email, save both credentials in a trusted password manager so you do not lose access after changing browsers or clearing local data.
How do I import a subscription link into my client?
Sign in to the user panel, open the Downloads & Subscriptions section, and retrieve your current subscription. Then add it through the import option for your platform. Windows, macOS, iOS, Android and Linux are supported. After importing, update the subscription list, confirm that route names appear, and choose a route to connect. Do not share the subscription URL or publish it on a public page.
Why does my client still show old routes after updating the subscription link?
Clients commonly retain a local route cache. Copy the current subscription URL from the user panel, then run Update Subscription or refresh the configuration in the client. If the old configuration remains, delete the existing subscription entry and import it again. Before doing so, make sure you copied the complete URL and did not include spaces or line breaks at either end.
Do I need to buy another plan after changing devices?
No. VPNJU supports unlimited devices, so the active subscription linked to one account can be used on Windows, macOS, iOS, Android and Linux devices. On a new device, sign in to the user panel and download the client and subscription again. If the old device is no longer in use, delete the subscription information saved on it.
Connection Checks
Connections & Troubleshooting
First determine whether all services are unavailable or only a particular website or app is affected. Keep the steps needed to reproduce the issue; they help distinguish a local network problem from a system permission or client-rule issue.
What should I do if the client says it is connected but webpages still will not open?
Disconnect first, then switch to another route and test again. If the issue continues, check that the client has system network permission, proxy mode is actually enabled, and the browser is not retaining a faulty connection cache. You can also fully quit and reopen the client. If only one website is inaccessible, test other sites as well to distinguish a route issue from the target service’s own status.
Why is a particular app not using the proxy?
A common cause is split tunneling: the app’s connection does not match the current rules. Switch to global mode for a comparison test. If global mode works, adjust the split-tunneling rules or update the subscription configuration. Also check system network permissions and whether the app kept an old session before the connection was established. Closing and reopening the app often helps create a fresh connection.
What should I check first when the connection keeps dropping?
Confirm that the local network itself is stable, then test another route or protocol. Frequent Wi-Fi changes, waking from sleep, and restricted background permissions can interrupt an established tunnel. Keep the network conditions unchanged, fully quit the client, and reconnect. If several routes show the same behavior, check the system time, network permissions and the security software’s network rules.
What should I do if the client cannot connect after a system update?
A system update may prompt the system to revalidate network extensions, tunnel settings or background permissions. Open system settings and confirm that the client’s required network permissions are still active, then restart the client and update the subscription. If an obsolete configuration remains, delete the old connection and authorize it again. Get the client and subscription from the user panel rather than continuing to use an outdated configuration from an unknown source.
Routes & Performance
Speed & Routes
Route performance depends on local access, cross-border paths and the target service. Speed-test results are only a reference; during real use, also watch sustained playback, page response and long-lived connections.
What can I do about video buffering during peak hours?
Lower the current playback quality first and see whether the connection recovers, then switch to another route in the same region. During peak hours, the local access network, cross-border links and the target platform may all become congested, so one playback session does not represent every route. Prefer relay or IEPL routes, and pause large file syncs, system updates and cloud backups to reduce local bandwidth competition.
How should I choose between direct, relay and IEPL routes?
A direct route is more straightforward and works well when the path from the local network to the target region is already stable. Relay routes use routing nodes to improve some cross-border paths and suit everyday browsing, work and streaming. IEPL routes prioritize link stability and are better suited to peak hours, long meetings or sustained transfers. Choose based on the current network and target service, not just the route name.
How should I choose a route region?
For ordinary websites, start with a nearby region offering a stable connection. For streaming or region-specific services, choose a route matching the content region. For remote work, also consider where the company’s services are hosted. VPNJU covers 110+ countries / 180+ routes, so you can test alternatives within the same region. Judge the result by page-load speed, sustained playback and connection stability.
Why is a speed test fast while downloads or playback remain unstable?
A short speed test captures a momentary result between the test node and the current route; it does not represent the target website’s sustained transfer capacity. Real-world performance is also affected by local network jitter, platform throttling, cache location, routing changes and other tasks running at the same time. Test the service you actually use and watch sustained loading, seeking and long-lived connections when evaluating a route.
Continue to route and protocol details
Learn when to use Shadowsocks, VMess, Trojan, VLESS, Hysteria2 and TUIC, and how direct, relay and dedicated routes differ in their paths.
Billing & Refund
Billing & Refunds
Before paying, choose a monthly subscription or data package based on how often you use the service, and verify the plan name and order status. For order issues, rely on the order and ticket records in the user panel.
What monthly subscription plans does VPNJU offer?
Monthly plans include ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Traffic resets monthly on the activation date. Choose based on your actual browsing, work, download and streaming needs rather than a single speed test. Every tier works on VPNJU-supported platforms and supports unlimited devices.
What is the difference between a data package and a monthly subscription?
Monthly subscription traffic resets each month on the activation date, making it suitable for steady, regular use. Data packages remain available until used and never expire: ¥158/300GB, ¥358/1000GB and ¥658/3000GB. They are better for irregular usage or for keeping traffic available long term. Check the data consumption of your usual devices and apps before choosing a billing model.
How is a monthly subscription upgrade calculated mid-cycle?
For a mid-cycle upgrade, the price difference is converted into remaining days. Monthly subscription traffic still resets on the activation date. Before submitting the upgrade, verify the current plan, target plan and displayed proration result in the user panel. If the order status differs from expectations, do not submit again; describe the order through the ticket page in the user panel.
What payment methods are supported, and how do I request a refund?
VPNJU supports Alipay / WeChat / USDT and offers a 30-day no-questions-asked refund. To request one, open the ticket page in the user panel, provide the relevant order details and refund request, and wait for processing. Check the order status first to avoid creating duplicate requests for an incomplete payment. Ticket records are the source of truth for refund progress and results.
If the issue persists, keep reproducible details
When submitting a ticket, include the platform, the client’s current status, the route type, the affected app and the troubleshooting steps already completed. For order-related issues, include the order status shown in the user panel. A clear description of what happened is more useful than simply saying that you cannot connect. Do not paste subscription URLs or account credentials on public pages.