Account, Connection, and Subscription Help

No email address is required. Create an account with a username and password. Follow the instructions in your user dashboard to set up and save your login details; a password manager is recommended. Your dashboard login and client subscription link serve different purposes, so do not confuse them or post them in public forums. If you have trouble logging in, check your username, input method, and any spaces in your password. When reporting an issue, include only the error message—not your password.

Sign in to your user dashboard and open the client downloads section to get the app for your platform. Then visit the subscriptions section to view the subscription details available for your account. Supported platforms include Windows / macOS / iOS / Android / Linux; check the dashboard for current iOS availability. Once the client is installed, add your subscription using the import method provided in the dashboard. Do not paste a marketing page URL into the subscription field. Installing the client does not import your subscription automatically.

Open subscription management in your client, find the configuration you are using, and update it. Then check the route list to confirm it has refreshed. For routine route list updates, try this first rather than deleting the configuration. If the subscription URL in your dashboard has changed, copy the current URL and import it again, then make sure the new configuration is selected. If the update fails, check your local connection and confirm the URL is complete, with no added line breaks or missing characters at the end.

You do not need to choose a new plan just because you are switching devices. VPNSong allows unlimited simultaneous devices. Sign in to the same account on your new device, get the client for that platform, import your current subscription, and test the connection. Device count and plan data allowance are separate: unlimited devices does not mean unlimited data. When you stop using an old device, remove any saved subscription and login details. Before handing a device to someone else, check that it no longer has credentials that can access your account.

Treat your subscription link like an account credential and avoid sharing the full URL. For troubleshooting, you can provide the client name, platform, route name, and error message while hiding the link, QR code, and account details. Before taking a screenshot, check the address bar and clipboard preview so credentials are not included. If you think your subscription has been exposed, check the dashboard for a reset option and follow its instructions. If there is no reset option, describe the situation and ask for help through a dashboard ticket.

Pause the proxy and check that your local connection can access commonly used websites. Then reconnect in the client and make sure you have selected a valid subscription and a specific route. A connected status only describes the client connection; it does not confirm that a particular website is reachable. Next, use a browser to test different sites and see whether all requests fail or only one service does. Change one setting at a time and keep the original settings so you can identify the cause without changing routes, routing rules, and DNS settings all at once.

Apps may use different network settings: some follow the system proxy, while others use their own connection settings. Routing rules may also send the target domain over your local network. First, check whether the browser and the app are accessing the same service. Then review the client’s proxy mode, routing rules, and system proxy status. If the client offers a tunnel mode for your platform, check the required permissions in its documentation. Reopen the app to test after changing modes. Global mode is not guaranteed to resolve every compatibility issue.

Return to the dashboard and confirm that your subscription details are displayed correctly. Then retry using the import option currently provided in the dashboard or the complete URL. When copying, check the beginning and end of the URL, spaces, and line breaks, and confirm that your client supports the selected subscription format. If the import succeeds but the list is still empty, make sure you are viewing the right configuration and try updating the current subscription. Avoid repeatedly importing conversion URLs from unknown sources. If the issue persists, submit the error message, platform, and import method in a ticket, and redact the full subscription URL.

After a device sleeps or switches networks, the existing connection may need to be re-established. First, make sure the new network is working. Then disconnect and reconnect the current route in the client. If the issue persists, check that the system proxy status and client permissions are still correct. On mobile devices, check whether the system is restricting the client’s background activity. If the problem occurs only on a particular network, note what is different rather than deleting all your configurations. Once connected, test with the app you actually need to use.

Sign in to your dashboard and open the ticket section. Include your platform, client name, route name, approximate time the issue occurred, and the service you cannot access. Note whether your local connection is working, whether only one app is affected, whether changing routes makes a difference, and what you have already tried. Screenshots should show useful error messages while hiding passwords, subscription links, and QR codes. Describe a reproducible issue rather than simply saying it does not work, and do not attach logs containing sensitive credentials.

Pause bandwidth-heavy tasks such as background downloads and cloud sync, then check whether your local connection is also slow. Using the same device and target service, try other routes in the same region and compare different route types. Peak-hour performance can be affected by your local network, congestion along the route, and the target service, so the route name alone is not enough to judge it. If the issue continues, note when it occurs, your region, and the affected apps, then report it through a ticket. Avoid changing every setting at once so you can still compare results.

Start by filtering for the region required by the target service, then compare how the available routes perform in practice. IEPL, relay, and direct routes describe different network paths; their names do not guarantee a particular performance ranking in every network environment. If the service has no specific region requirement, try a nearby region first and adjust based on page loads, app connections, and ongoing use. VPNSong covers 120+ countries / 230+ routes. Check the dashboard and client for the currently available options.

Web browsing, uninterrupted video playback, and responsive gaming have different network requirements. A page loading successfully does not mean sustained throughput, jitter, and packet loss are suitable for your needs. Check the video quality setting, device load, and background tasks, then compare the same service across different routes. For games, also confirm that game traffic is actually using the proxy path; a standard proxy connection is not the same as dedicated game acceleration. Base your troubleshooting on how the target app performs, not just on page load speed.

Test the specific service rather than relying on the route’s region name. AI tools and streaming services may be affected by account region, service policies, how the exit is identified, and the client’s routing rules. First check any account notices from the service, then confirm that its traffic is actually using the selected route. If needed, compare other routes in the same region. Changing your exit route does not change your account’s region or entitlements, and route coverage does not guarantee access to content. If the issue continues, report the service name and error message for troubleshooting.

Update your subscription first, then confirm that the client is using the configuration for your account. Check whether a region filter or search term is hiding other entries. The current route list in the dashboard and client is the source of truth; old screenshots are not fixed lists. If your existing rules refer to a specific route name, check whether they still match a current entry. To get connected in the meantime, try another route suited to your region and needs. If you cannot find a suitable option, describe the previous route and your use case in a ticket.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data resets monthly on the day your plan starts, not on the first day of each calendar month. Choose a tier based on your usual browsing, video streaming, and background sync; a data allowance is not a promise of connection speed. Check the dashboard for your current usage and reset details. If the client and dashboard show different information, report what each displays and hide your account credentials.

Data packages cost ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They last until the data is used and never expire. Monthly plans reset their data allowance each month on the day they start, so the two options work differently; data packages do not receive a monthly top-up. To compare them, consider whether your usage is steady or concentrated, then check the relevant options in your dashboard. If you have both a data package and a monthly plan, follow the dashboard instructions for how data is deducted and managed. Do not assume allowances can be combined or transferred automatically.

The price difference for a mid-cycle upgrade is converted into remaining days. Supported payment methods are Alipay / WeChat / USDT. Before upgrading, check your current plan, the plan you want, and the order details shown in the dashboard, then follow the on-screen instructions. Do not calculate the difference based on a full month or assume your order will be handled the same way as another account’s. If the order status has not updated after payment, check the order and payment record before trying again. If you need help, provide the relevant order details in a ticket and hide any unnecessary personal transaction information.

VPNSong offers a 30-day no-questions-asked refund policy. Review the refund policy first, then submit your request through the ticket section of your user dashboard and include the order details needed to identify the payment. You do not need to finish troubleshooting your connection before submitting a request. If you also want help resolving a service issue, describe what happened. Follow up on the response in your dashboard, and do not share sensitive details from payment screenshots publicly. Eligibility is subject to the refund policy and terms of service; no processing time is promised here.

No. VPNSong allows unlimited simultaneous devices, but data usage is still governed by your selected monthly plan or data package. Video playback, file transfers, and background sync on different devices can all use your account’s data. More devices do not give each device a separate full allowance. Check your current plan and remaining data in the dashboard before use, and review background tasks on your devices as you approach the limit. If the displayed usage seems wrong, note the dashboard status and how you were using the service, then ask for a review in a ticket. Do not estimate your allowance based on the number of devices.