Help Center

No email address is required. Create an account with a username and password, then save both in a trusted password manager rather than relying on a temporary browser session. Since no email address is linked, you can’t use email to recover your password, so don’t treat an unlinked email as a recovery method. If you forget your password, check your password manager and saved browser credentials first. If you’re still signed in on a device, open the user panel to review your account settings or submit a support ticket. For help, provide relevant account and order details. Never post your password, full subscription link, or payment credentials in public comments.

Sign in to the user panel and check your current subscription in the account overview. Then open your client, find the imported subscription, and refresh it. Refreshing a subscription downloads the server list again; it doesn’t create a new account or change your plan. If the list stays the same, make sure you’re viewing the right subscription rather than an old local profile. Check that your network can reach the panel, then review the client’s message to see whether the refresh failed. Re-copy and import the link only if the subscription link in the panel has changed. Remove outdated profiles with similar names to avoid connecting to an expired entry, and don’t share your full link for someone else to test.

There’s no limit on the number of devices that can be online at once, and switching devices alone doesn’t mean you need a new plan. On the new device, sign in to the user panel with your existing account, get a client for that platform, import your current subscription, and check the connection. Supported platforms: Windows / macOS / iOS / Android / Linux. Unlimited devices doesn’t mean unlimited data: when multiple devices share a subscription, keep an eye on your account’s data usage. Each device does not get a separate allowance. Before retiring an old device, sign out and remove its local subscription profile. Clear your credentials after using a borrowed device so others can’t access your account or subscription.

Treat your subscription link like a password. Don’t upload it to public code repositories, group chats, online conversion tools, or public screenshots. Before sharing a client screenshot, hide the link, QR code, and account details. If you notice unfamiliar usage or think your link may have been exposed, sign in to the user panel to check your subscription and data usage, and see whether a reset option is available. If you’re unsure what to do, explain the situation in a support ticket. If the subscription has been reset, refresh the relevant profile in your client. R9VPN’s anonymous, no-logs policy doesn’t replace the need to protect your account credentials or review the account and privacy settings of the websites you use.

Get the client from the user panel; download links aren’t provided on marketing pages. Open the client section and follow the panel’s instructions for your device platform. Availability and setup steps depend on what the panel shows. Sign in to get your subscription, too. After installing the client, import your current subscription and check that the server list appears. Choose a server and connect. First make sure your regular internet connection works, then try the website or app you actually need. A “connected” status only means the client’s local connection is on; it doesn’t prove that a specific service is reachable. If something doesn’t work, check the selected profile, proxy mode, and target app instead of reinstalling the client repeatedly.

Turn off the proxy and check whether your device can reach websites that normally work on your current network. If your regular connection is also having problems, troubleshoot the local network first. Next, sign in to the user panel to check your subscription and data usage. Refresh the subscription in your client and make sure you’ve selected the updated profile. Try a server in a different region or with a different route type and see whether the same error occurs. Other proxies, network filters, or custom rules running on your device may conflict; temporarily disable them for comparison. Change one setting at a time and keep the error message. If all servers fail, include your test results in a support ticket to help pinpoint the cause.

Check the proxy mode and routing rules currently selected in your client. A working browser connection doesn’t mean every app follows the system proxy. Some apps use their own network settings, while others may be routed directly by your rules. If the client offers global mode, switch to it temporarily and test the same app, then restore your usual rules afterward. If you need TUN mode, follow the client’s instructions for system permissions; don’t change security settings unless you understand what they do. If only one app has a problem, check its account region, service eligibility, and app status. Changing servers changes the network route, not the account requirements set by the platform.

Sign in to the user panel and open a support ticket. Include your device platform, client name, network environment, selected region, and route type. Specify where the problem occurs: fetching the subscription, establishing a connection, or accessing the target service. Include the full error message and steps you’ve already tried, and say whether other servers or apps work. This helps distinguish a local configuration issue from a route problem. Before attaching screenshots, hide your username, payment details, QR code, and full subscription link. Check logs for credentials or personal information before sharing them. Add new findings to the original ticket rather than splitting one issue across unrelated requests. Never post your account password to demonstrate a problem.

Check your connection on the same device and network, pause background downloads, cloud sync, and other network-heavy tasks, then test the target service. If your local network is also slow, check your Wi-Fi signal and internet connection first. If only one server is slow, try another server in the same region or compare different route types. Keep the content and video quality the same when comparing, so a change in the content isn’t mistaken for a route difference. Peak-hour performance depends on your local connection, the international route, and the destination platform—not just the server name. If the issue persists, note when it happens, the region, and the results before and after switching servers in a support ticket. Reinstalling the client repeatedly isn’t necessary.

Start by identifying the region your target service requires, then compare the available routes. IEPL uses a dedicated international link, relay routes traffic through an intermediate node, and direct routes connect to the destination node. These labels describe route types; they don’t guarantee the same speed on every network. For everyday use, keep a route that suits the destination region and compare results on the same device and app. Don’t judge by geographic distance alone or assume a route label guarantees access to a platform. If your current route has problems, try another route type in the same region to distinguish a regional requirement from a routing issue. See the buying guide for more route-selection tips.

A successful connection doesn’t mean the destination platform accepts your current exit location. Streaming services and AI tools may also check your exit region, account region, subscription eligibility, browser session, or their own access policies. First, make sure the selected server matches the region required by the service, then check that the app is actually using the proxy. If needed, close and reopen the app so it doesn’t reuse an old connection. If only one platform has a problem, troubleshoot based on its error message rather than assuming your entire subscription has stopped working. R9VPN’s route coverage doesn’t guarantee availability on every platform; the platform’s own checks determine the result. If you need help, share the error message, not your platform login credentials.

R9VPN offers 100+ countries / 210+ routes. Coverage gives you options for reaching different destinations, but performance varies by region and network. The number of routes doesn’t predict your actual speed. Check the regions and route types in the website’s server list, then choose from the latest list in your client. Consider the destination service, your current network, and your real-world results instead of switching regions at random. If your work account is sensitive to sign-in locations, try to keep your route consistent and avoid unnecessary region changes. The server listings can’t replace testing on your own device. If a problem persists, note the specific route and report it through a support ticket.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data packs: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. Data packs are used until depleted and never expire. If you use the service regularly and prefer a monthly allowance, compare the monthly plans. If your usage is less predictable, consider a data pack based on your needs; data packs don’t replenish monthly. Check the plan page for prices and billing details, and review your current plan in your account. Monthly plans and data packs use different billing models. To confirm how to switch or handle your current allowance, check the panel or submit a support ticket rather than assuming the two can be combined.

Data resets monthly on your activation date. If you upgrade mid-cycle, the price difference is prorated for the remaining days. Resets don’t follow a single calendar-month schedule, and you shouldn’t convert a plan price difference into extra data yourself. To check your current billing cycle, sign in to the user panel and review your plan, data usage, and related dates before making changes. Check the order and change details shown in the panel before upgrading. If they don’t match your expectations, confirm through a support ticket rather than creating multiple test orders. Data packs work differently from monthly plans: they’re used until depleted and never expire, so monthly reset rules don’t apply. Visit the plans page to see all options.

Supported payment methods: Alipay / WeChat Pay / USDT. Before paying, check the plan, amount, and billing method on the order, then follow the payment steps in the user panel. After payment, return to the panel to check the order status and see whether your plan has updated. If your browser is showing an old page, reopen the order and account overview. If the payment service shows the payment as complete but the panel hasn’t updated, keep your order details and payment record, then explain the payment method and status in a support ticket. Don’t pay again just because the page hasn’t refreshed. Hide any personal information unrelated to the issue when sharing payment records. Check both the order status and the payment record; closing the payment page alone doesn’t confirm whether payment went through.

R9VPN offers a 30-day no-questions-asked refund. To request one, sign in to the user panel, open a support ticket, state that you’d like a refund, and include the relevant order details for review. See the Terms of Service for full eligibility details. You don’t need to prove that a particular route is faulty before making a request, but identify the order clearly so it isn’t confused with other orders in your account. Follow up in the same ticket. If you need to provide a payment record, hide unrelated personal information first. The refund outcome and next steps will be confirmed in the panel or ticket response. Don’t share your account password or full subscription link publicly. You may also save any order records you need for reference before submitting your request.