Accounts & Subscriptions
Sign-up requirements, getting and updating your subscription link, multi-device use and plan changes — the most common account-related questions.
What do I need to sign up for 39VPN?
Just a username and a password — no email address is required, and no other personal information is needed. After signing up, log in to the dashboard, pick a plan and complete payment, then head to the Downloads page to get the installers and subscription link for Windows / macOS / iOS / Android / Linux. No extra details are requested at any point.
What if I forget my password?
The login page has a Forgot Password option. Follow the on-screen prompts and submit the username you registered with to reset your password. If the reset doesn't go through, double-check the username for typos and correct capitalization, then try again; if it still fails, retry from a different network.
What is a subscription link and where do I get it?
The subscription link is the address your client uses to pull the server configuration — it contains the nodes, protocols and connection parameters. After activating a plan, log in to the dashboard and find your subscription link on the Downloads page. Import it into your client and the server list is generated automatically; there is no need to add nodes one by one. The subscription link works as your service credential, so don't share it with others.
How often does the subscription link update? How do I refresh it manually?
Route adjustments and new nodes sync automatically through the subscription, and the client pulls the latest configuration on its own refresh cycle. If the server list hasn't changed for a long time, run Update Subscription inside the client to refresh it manually. If a manual update still doesn't help, first check that the subscription link was copied in full, then confirm your plan is still active.
Do I have to buy again after switching devices or reinstalling the OS?
No. Your plan is tied to your account, not to any device. Install the client on the new device, log in to the dashboard, copy the subscription link again and import it — that's all it takes. The service has no limit on simultaneous devices, so your phone, tablet and computer can all connect on the same account without paying per device.
When does monthly data reset? What happens if I upgrade mid-cycle?
Monthly data resets on your subscription day each month — for example, if you subscribed on March 5, your full allowance returns on the 5th of every month. When you upgrade mid-cycle, the unused portion of what you paid is credited toward the new plan as remaining days — you are never charged twice. The upgrade option is on the Plans page in the dashboard.
Connections & Troubleshooting
Can't connect, one app bypassing the proxy, import failures — most connection issues can be resolved yourself by following a fixed order.
I can't connect to any server. What order should I troubleshoot in?
First confirm your plan is still active and your data isn't used up; then update the subscription once so the server list is current; next, switch to another server in the same region, or change regions entirely; if your client supports switching protocols or proxy modes, adjust that and try once more. Most connection issues recover after switching servers or updating the subscription.
Why doesn't a certain app go through the proxy?
There are two common causes: some apps ignore the system proxy — typically certain games and desktop clients; or your client is running in rule-based mode and the domains that app reaches match a direct-connection rule. Try switching the client to global proxy mode, or tick the app in the per-app proxy list. If the browser works fine but the app doesn't, it's almost certainly a routing-rule issue.
It says connected, but one website won't load?
First verify your traffic is actually going through the proxy: open the IP check page on this site and see whether the current exit IP matches the region you selected. If the exit looks right, try another server in the same region — different servers have different exits and routing paths, and some sites restrict certain IP ranges more strictly. If switching doesn't help, clear the browser cache and cookies and visit again.
Subscription import fails or the server list is empty?
Check in order: whether the subscription link was copied in full (a missing character at either end breaks the import), whether the client is up to date, and whether your current network is blocking the subscription request. To fix it: recopy the full subscription link from the dashboard; update the client; switch to a different network (for example mobile data) and import again. After a successful import, update the subscription once before connecting.
Can multiple devices connect at the same time?
Yes. The service has no limit on simultaneous devices — phone, tablet and computer can all connect on the same account, so multi-device households or offices don't need extra purchases. One thing to note: monthly data is shared within the account, and several devices streaming HD video at once will burn through it noticeably faster.
Speed & Routes
The route type sets the floor of your experience: understand the difference between IEPL, relay and direct routes to stay stable even at evening peak.
What to do about lag during evening peak hours?
Cross-border public network routes get congested across the board in the evening, so switch to an IEPL dedicated line first: it bypasses the public internet exit and is barely affected by peak congestion, making it the top pick for evening hours; if dedicated lines are crowded, use a relay route as a stopgap. It also helps to stagger heavy tasks and avoid several devices on the same network downloading or streaming HD video at once.
What's the difference between IEPL, relay and direct routes?
IEPL dedicated lines enter the data center over a private network without passing through the public internet exit — lowest latency and the best stability, ideal for video calls, gaming and evening peak hours. Relay routes pass through a relay server before leaving the country; performance is balanced and fine for everyday browsing and streaming. Direct routes connect straight from your local network to an overseas node — simple and suitable for light use when your network conditions are good. When in doubt, pick a dedicated line.
Which region should I pick first?
The rule of thumb is purpose first, proximity second: to watch a region's streaming services, pick a server in that region; for everyday browsing and work, prefer physically close regions such as Hong Kong, Japan or Singapore for lower round-trip latency. Every server in the client carries unlock tags, so just match the tags to what you're doing — see the full list on the server list page.
How can I tell whether the current server speed is normal?
After connecting, open the IP check page first and confirm the exit IP matches your chosen region; then visit a common speed-test site to check download speed. If it's clearly below expectations, compare with another server in the same region — load and routing differ between servers in the same region, so speeds can vary a lot. Close background downloads while testing so they don't skew the results.
What does 4K streaming require from a route?
4K streaming is demanding on bandwidth and stability — go with an IEPL dedicated line or a relay route in good condition, and avoid direct routes during peak hours. If playback keeps dropping quality or buffering, switch servers first, then check your local network. Also note that HD video consumes a lot of data; for long-term viewing, a high-data plan or a data pack is the better fit. See the unlock support page for platform coverage.
Billing & Refunds
Payment methods, the 30-day refund process, and choosing between data packs and monthly plans — worth a read before you order.
Which payment methods are supported?
Alipay, WeChat Pay and USDT are currently supported. Choose your method at checkout after placing the order; plans are usually activated immediately after payment. USDT relies on on-chain confirmation, so the arrival time depends on network conditions.
How do I request the 30-day refund?
If you're not satisfied within 30 days of payment, log in to the dashboard and submit a refund request through a support ticket with your order details — no explanation required. Once approved, the money goes back through the original payment channel. Before requesting a refund, we suggest opening a ticket for troubleshooting or trying a different server first; most speed and connection issues can be fixed by switching routes.
What's the difference between data packs and monthly plans?
Monthly plans bill monthly with data resetting on your subscription day — best for steady long-term use. Data packs are a one-time purchase: use them until they run out, and they never expire — good for irregular usage or occasional heavy needs, and they can top up a monthly plan. Data packs come in three tiers: ¥158/300GB, ¥358/1000GB and ¥658/3000GB.
What if my monthly data runs out early?
Three options: wait for the next reset date, when your allowance returns automatically on your subscription day; upgrade to a larger plan (¥18/month with 250GB or ¥28/month with 500GB), with the difference credited as remaining days; or buy a data pack as a stopgap — use it until it runs out, and it never expires. If you run out early every month, your current plan is probably too small and upgrading outright is the better deal. See full pricing on the pricing page.
Can I upgrade my plan mid-cycle?
Yes, and you don't need to wait for the current cycle to end. Log in to the dashboard, pick the target plan on the Plans page, and the system credits the unused portion of your current plan toward the new one as remaining days — no double charging. After upgrading, update the subscription once and you're on the new plan.