Subscription & Connection Support

No email address is required. Create an account with a username and password. Follow the prompts in the user panel to set your login details, and store them securely. Your username identifies your account; don’t reuse your password from other sites or share your login details in public forums. Creating an account and getting an active subscription are separate steps. After signing in, check your plan status in the account overview, then retrieve your subscription. If you can’t log in, check your keyboard input, capitalization, and any accidental spaces. If the issue persists, save the error message and contact support without including your password in the ticket.

Sign in to the user panel and check your subscription status in the account overview, then update it from your client’s subscription management page. When the route list changes, updating the existing subscription is usually enough; there’s no need to keep deleting and re-adding the configuration. If the update fails, check that the address saved in the client matches the one in the panel, with no extra spaces or missing characters. If you need to import it again, disable the old configuration first, then retrieve and import the current subscription from the panel to avoid selecting an outdated list. Your subscription link contains account access credentials, so don’t share it publicly. When reporting an issue, send only a redacted screenshot, not the full link.

There’s no device limit. Switching devices or connecting on different platforms at the same time doesn’t require an additional plan. ZaiVPN supports Windows / macOS / iOS / Android / Linux. On a new device, sign in to the user panel, open the client download page, then retrieve and import your account subscription. Check the active configuration and proxy mode on each device; don’t assume settings have carried over just because you copied local files from an old device. Simultaneous use doesn’t increase the data included with your plan, so keep an eye on your account’s usage. Before selling or retiring an old device, remove any saved subscription and account information.

Download clients from the user panel; don’t look for installers in articles or discussion forums. After signing in, you can download clients for Windows / macOS / Android / Linux. To retrieve your subscription, sign in and check your plan status. The iOS download option depends on your account’s plan status and is available only with an active, unexpired plan. If the option isn’t shown, make sure you’re signed in to the account used for payment, check the plan status, and refresh the page. Installing the client doesn’t connect it automatically: import your subscription, choose a route, and allow the VPN connection when prompted by your device. Don’t ask others for configuration files that contain their account information.

Disconnect the proxy first and check whether your local network can open familiar websites. If the basic connection is down, troubleshoot your Wi-Fi or network access before anything else. Then check your account’s subscription and data status, along with the configuration currently selected in the client. Update the subscription and try another route. “Connected” only means the client has established a connection; it doesn’t guarantee that every app’s traffic is being routed as expected. If only your browser is affected, check its extensions and proxy settings. If all apps are affected, look for conflicts with the system proxy or other network tools. Change one setting at a time and note the results so you can identify what made a difference.

Your browser and app may use different network paths. Check whether app-specific proxying is enabled, whether the app is excluded, and whether the current rules send its domain over your local network. Some apps don’t follow the system proxy; if the client supports it and your system allows it, try the relevant VPN or tunnel mode. After changing modes, fully quit and reopen the app so it doesn’t keep using an existing connection. You can switch proxy modes briefly to compare results, then restore the settings that work best for everyday use. The app’s account region, permissions, or service status may also affect access, so an error alone doesn’t prove the route is at fault.

First, make sure the client has permission to use the system VPN, and check whether your device’s battery-saving settings restrict background activity. In system settings, find the client and review battery optimization, background activity, and auto-start options. Menu names vary by device, so follow the options shown on yours. Reconnect, lock the screen, then resume using the device to see whether the issue persists. Also check whether a cleanup utility is closing the client or another app is taking over the VPN connection. If disconnections happen only when switching between Wi-Fi and mobile data, note what happens before and after the switch. Reinstalling repeatedly won’t replace checking permissions and background settings.

Make sure you’re using the subscription import option, not an option that expects a local configuration file, and check that the subscription format is compatible with your client. Don’t use the login page address as your subscription link or change its parameters yourself. Return to the user panel, check your plan and data status, then copy the current subscription again and retry the update. If only one client reports an error, note its name, your operating system, and the full error message, then submit them in a support ticket. Redact the subscription link in any screenshots. If the panel itself won’t open, check your basic network connection first. Before clearing old configurations, save any local rule notes you need so you don’t lose custom settings while troubleshooting.

First check whether downloads, cloud sync, or other devices are using your local network. Keep the destination website and client mode unchanged, then compare different routes in the same region. If all routes in that region are affected, try another suitable region and see whether pages load faster, video buffers less, or call audio improves. Peak-time slowdowns can originate in your local connection, carrier interconnection, route entry point, or the destination server; the region name alone can’t identify the cause. Check client compatibility and the network path before switching protocols. A different protocol isn’t guaranteed to improve speed. Note when the slowdown happens, which route you’re using, and which apps are affected to help support narrow down the issue.

Route types describe how a network path is arranged, not a fixed speed ranking. A direct connection usually connects your local network to the exit directly; a relay passes through an access node first; a dedicated route uses a different link arrangement. A shorter path isn’t necessarily more stable, and an extra relay doesn’t necessarily make it slower. Actual performance also depends on your local carrier, entry point, congestion, and destination service. For everyday browsing, compare connection reliability and page loading. For calls and remote collaboration, focus on consistency over time; for large file transfers, look at sustained performance. Compare routes on the same network with the same task. Once you’ve found a regular route, keep alternatives available rather than chasing labels.

ZaiVPN covers 120+ countries / 220+ routes. The routes currently available to you are shown in the updated subscription list in your account. Geographic distance is only one factor in network performance; the actual data path, carrier interconnection, and destination service location matter too. A nearby exit may take a detour, while a farther one may perform more consistently because its route is better. Choose based on the destination service’s regional requirements, then compare real-world performance. If a region doesn’t work well with your current network, try another suitable exit. For apps tied to your account region, avoid switching exit countries or regions repeatedly just to test speed.

A speed test shows performance to a specific test destination; it doesn’t represent the path to every website. Video playback can be affected by resolution, content delivery nodes, and the destination service’s status. AI chats may also depend on stable long-lived connections, app session state, and server load. Keep the exit unchanged, try another browser or restart the app, and rule out cached data and stale connections before comparing other routes. For video, temporarily lower the resolution and see whether buffering continues. For AI tools, check the service status and any account messages. If only one service is affected, include its name and the error message when contacting support; a speed test doesn’t guarantee that the service will be available.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data resets monthly on your activation date. If you upgrade mid-cycle, the price difference is prorated based on the remaining days. When choosing a plan, estimate your data needs based on video, downloads, and simultaneous use across devices rather than device count alone. Check the activation details in your account for your reset date; it may not be the first day of the calendar month. Before changing plans, check your current plan and order details in the panel, then follow the on-page steps. If you have questions about an upgrade, ask through a support ticket before confirming rather than assuming it adds data or extends your plan.

Data packs are ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They’re used until the included data runs out and never expire. Unlike monthly subscriptions, their data doesn’t reset each month. “Never expires” doesn’t mean unlimited data or automatic top-ups after you run out. If your usage varies, compare your actual data needs with a monthly subscription before choosing a billing option. If you already have another plan, check the options and order details in the panel rather than assuming plans stack or offset each other. If your displayed data changes after switching plans, keep your order details and ask support to check them.

We accept Alipay / WeChat Pay / USDT. Use the payment details shown for your current order in the user panel. After paying, return to the panel and check the order status and account overview; closing the payment page doesn’t confirm that your plan is active. If the order status doesn’t match the payment result, check that you’re signed in to the account associated with the order, then refresh the order page. If it still hasn’t updated, submit a support ticket with the order ID, payment method, and a receipt with sensitive details redacted. Don’t create and pay for another order to resolve the same issue, or share receipts, passwords, or full subscription links in public forums.

ZaiVPN offers 30-day no-questions-asked refunds. To request one, sign in to the user panel, open a support ticket, say that you’d like a refund, and include the relevant order ID so your account and payment can be checked. See the refund policy and terms of service for applicable details. You don’t need to include your password or full subscription link as proof. If you’re also having connection issues, you can include your operating system, client name, and error message, but troubleshooting isn’t a prerequisite for submitting a request. Follow up in the same ticket and provide any additional information requested rather than opening duplicate tickets. Check the ticket and order records for the request status.