Frequently Asked Questions & Troubleshooting

No email address is required. Create an account with a username and password, and keep your login details secure. Don’t enter your account password into an untrusted client. Your account gives you access to the user panel; the subscription link lets a client retrieve route configurations. They serve different purposes. Treat your subscription link as sensitive information: don’t share it in public screenshots, group chats, or articles. When reporting an issue, describe what you did and the error you saw. In screenshots, hide your username, subscription link, and any credentials it contains. If you’re unsure which account you’re using, check your saved records first to avoid signing in to a different account.

Sign in to the user panel and find your current subscription in the subscription section. Then import it from your client’s subscription or configuration settings. To refresh your routes later, use the client’s update-subscription function instead of adding the same configuration again. If the list hasn’t changed, make sure you’re updating the configuration that’s currently active and check for any update errors. If it still fails, verify your subscription status in the panel and import the subscription link currently shown there. Menu names vary by client; see the guides for help. Don’t assemble the link yourself or change its parameters.

There’s no device limit for simultaneous connections, so switching devices alone doesn’t mean you need a different plan. Y9VPN supports Windows / macOS / iOS / Android / Linux. Sign in to the user panel to find the client download options for your platform. You’ll need to install the client, import your subscription, and test the connection separately on each new device. System permissions and app-routing settings from your old device won’t transfer automatically. Keep an eye on your data usage across devices: there’s no device limit, but data isn’t unlimited. If only the new device can’t connect, check its configuration, system permissions, and local network before placing another order.

Monthly plans are suited to regular use, with data resetting monthly on the date you activated your plan. The reset date isn’t necessarily the first of the calendar month. Data packs last until used and never expire, making them a good fit if you prefer to use data as needed. Compare your usage habits and data needs for activities like video streaming and file transfers, rather than looking only at the upfront price. Check your current usage and plan status in the user panel. If the reset date or balance doesn’t look right, confirm you’re viewing the correct account and plan type, then contact support through a ticket with your order details and a record of what you see.

Disconnect the client temporarily and check that your local network can access familiar websites. This helps distinguish a general network issue from a route connection problem. Then check your subscription status in the user panel, the configuration currently enabled in the client, and whether your system allows network connections. Try updating the subscription and testing a route in another region. If every route fails, check the client’s error message, system time, and network permissions. If only one route fails, note its name and the circumstances before reporting the issue. Change one setting at a time and keep track of what works so you can identify the cause.

Being able to browse only shows that the browser’s current request path is working; other apps may use different settings. Some apps don’t follow the system proxy, and client routing rules, app-specific network settings, or cached background connections may also affect them. First, check whether the client shows a connection record for the app, then see which rule applies to its domains. If the client offers different modes, switch modes for comparison only after checking what each one does, then reopen the app and test again. Also distinguish network issues from an app’s account-region or permission requirements. Changing routes alone won’t necessarily resolve account restrictions imposed by the service.

Switching between Wi-Fi and other networks, or waking a device from sleep, can interrupt an existing connection. Disconnect and reconnect in the client, and make sure your system has a working network connection. If the network requires you to confirm access in a browser, complete that step first. If the issue persists, quit and reopen the client, then check its connection log for permission or DNS errors. If you still can’t access the internet with the client disconnected, check for leftover system proxy settings. Don’t delete unfamiliar network components. When submitting a ticket, include the networks you used before and after the disconnection, your platform, and what restored the connection. This helps identify whether the issue is local or route-related.

Sign in to the user panel and open a support ticket. Include your platform, client name, route name, the steps that led to the issue, and the error message you saw. For connection issues, add your local network type, whether other routes work, and whether the internet works with the client disconnected. For billing issues, include the relevant order details and payment status. Before sharing screenshots or logs, hide your account password, full subscription link, and sensitive payment details. Keep follow-up troubleshooting in the same ticket to preserve context. Don’t publish configuration files or share personal information unrelated to the issue.

Pause background downloads, cloud sync, and other tasks that may be using your local bandwidth, then check whether the same service is still slow. Compare the same content across different routes while keeping your device, network, and video quality settings unchanged. Changing only the route makes the results easier to interpret. During peak hours, congestion on your local network, cross-border paths, and the destination service can all affect performance, so one speed test isn’t enough to draw a conclusion. If routes in several regions are slow, try a different local network. When reporting the issue, include the time, service, route, and comparison results; this is more useful than simply saying the connection is slow.

Direct, relay, and dedicated routes describe how traffic travels; they aren’t a fixed speed ranking for every use case. Direct routes usually depend more on the path from your local network to the exit. Relay routes forward traffic through an access node, while dedicated routes use a different link arrangement. Your experience also depends on your access network, the destination service, and congestion at the time. Start by considering which region the destination service requires, then compare performance for the same task. Don’t assume a route is faster based on its name alone. For more on connection methods, resource usage, and protocol differences, see the protocol reference and check what your client supports.

Y9VPN covers 90+ countries / 160+ routes. First check which regions the destination service currently supports and what its account requirements are, then choose a matching exit from the routes available in your client. AI tools and streaming services may also determine availability based on account region, service policies, and how they identify the exit, so matching region names don’t guarantee that every feature will work. For tasks that need a long-lived connection, test with a small operation before starting longer work. For video, check the actual picture quality and buffering. The routes page lists regions and route types; verify availability with the destination service after connecting.

Latency measures how long a request takes to travel back and forth; it doesn’t directly indicate sustained transfer performance. Downloads and video are also affected by available bandwidth, packet loss, destination server load, and content delivery paths. A client’s test to a route entry point may not follow the same path as a request to the destination website. Compare routes using the same service and similar actions. Check page response times, whether transfers remain steady, and whether video keeps buffering instead of ranking routes by latency alone. Testing can use data too, especially sustained downloads. A route that works well for your actual tasks is usually more useful than chasing a particular benchmark.

Monthly plans cost ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data resets monthly on the activation date. If you upgrade mid-cycle, the price difference is prorated based on the remaining days. Read the full plan details before choosing, then check your current plan and order in the user panel. Don’t convert monthly prices into unlisted billing periods or discounts. If the remaining time after an upgrade differs from what you expected, save the plan details from before and after the upgrade along with the related order, then ask support through a ticket how the calculation was made. Avoid creating or paying for duplicate orders to try to correct a display issue; that can make the records harder to reconcile.

Data packs cost ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They last until used and never expire. Unlike monthly plans, which reset on the activation date each month, data packs are used as you consume the remaining balance. Before choosing, consider whether you prefer a monthly allowance or data that’s drawn down over time. Never expiring describes the pack’s validity; it doesn’t mean unlimited data or imply any unlisted stacking or deduction rules. If you already have another plan and want to know how a new data pack will work with it, check the details in the user panel. If you’re still unsure, confirm through a support ticket before choosing.

Y9VPN supports Alipay / WeChat Pay / USDT. Pay through the order flow in the user panel and check the selected plan and amount. Don’t send money to an unfamiliar recipient based on information forwarded by someone else. After paying, return to the original order to check its status and make sure you’re still signed in to the account used to create it. If the payment provider shows the payment as complete but the panel hasn’t updated, keep your order record and payment confirmation, then contact support through a ticket. Don’t pay again just because the page hasn’t changed, and don’t share full payment credentials publicly. Check both the order and plan status to confirm activation; a closed payment page alone doesn’t confirm it.

Y9VPN offers a 60-day no-questions-asked refund policy. To request a refund, sign in to the user panel, open a support ticket, state that you’d like a refund, and include the relevant order so the payment can be verified. Before submitting, read the refund terms to check eligibility and the application rules. This page summarizes the policy but doesn’t replace the full terms. If you’re also having connection issues, you can describe what happened, but you don’t need to share your subscription link or password to prove it. Follow up in the same ticket after submitting. Check the ticket for updates; this page makes no additional promises about processing time or unlisted refund methods.