Frequently Asked Questions

No email address is required. Create an account with a username and password. Keep your account details secure, and avoid reusing passwords from other websites. After signing in to the user panel, check that you are using the correct username before choosing a plan or downloading a client. Because the account is not tied to an email address, do not assume that other websites’ email recovery steps apply if you have trouble accessing your account. Use the account-help options available in the panel, and never post your password or full subscription link in a public forum.

There is no limit on the number of devices that can be connected at the same time, so changing devices alone does not require you to choose a new plan. Sign in to the same account on your new device, download the client for that platform, then get your subscription from the panel and import it. VPNWailian supports Windows / macOS / iOS / Android / Linux. Unlimited devices do not mean each device has a separate data allowance, so check your remaining data and plan status in your account. If you no longer use an old device, remove any saved subscription and account details from it.

First, check in the user panel that your plan is active. Then open the subscription or profile management section in your client and update the current subscription. When the update is complete, reopen the route list and check whether the regions and route names have refreshed. If the client says the address is invalid, get a fresh subscription from the panel instead of copying an outdated link from a chat. Note your existing routing settings before replacing the profile, then clean up the old one after confirming the new profile works. Your subscription link provides access to your account, so do not share it publicly or submit it to unfamiliar websites for testing.

Download clients from the user panel; there is no need to look for installers on promotional pages. After signing in, you can get clients for Android, Windows, macOS, and Linux. The panel determines the available iOS option based on your plan status. Before opening the download page, confirm that you have selected the right platform for your device, then follow the instructions shown in the panel. After installing the client, you still need to import your subscription and select a route. Installing the client alone does not establish a connection. Follow the panel’s instructions if you see a prompt about accessing the download.

Check whether the client is using the profile you just updated. Some clients can store multiple subscriptions, and a successful update message does not necessarily mean the active profile has changed. Select the correct subscription and update it again, then close and reopen the route selection page. If nothing changes, make sure the panel and client are signed in to the same account, then check whether you imported an outdated address. Avoid repeatedly creating duplicate profiles in the hope that one will work; clear profile names make it easier to select the right one and verify each update.

Disconnect the client and check that your local network can reach everyday websites. Then return to the panel to check your plan status and remaining data. Update your subscription, try connecting to a different region or route type, and make sure your system has granted the client the required network permissions. Temporarily pause other proxies or network-routing apps while troubleshooting to avoid changing multiple routes at once. If your local network itself is having problems, fix that connection first. If only a particular route fails, note its name and the error message, then submit a support ticket.

A connected status usually means the client has established a connection; it does not guarantee that your browser is using the right route. Try several websites to see whether the issue affects one site or all of them. Then check that your system proxy, client routing mode, and DNS settings work together, and temporarily disable other proxy extensions in your browser. After switching routes, reopen the browser and test again. Change one setting at a time. If the connection is established but domain names still will not resolve, follow the DNS troubleshooting steps in the troubleshooting guide.

Your browser and other apps may use different network routes. First, check whether the client’s rules send the target app or its domain directly. Then check whether the app follows the system proxy. Some apps require the client’s system-level traffic routing feature to be enabled; check the client’s documentation for the feature name and instructions. After changing routing rules, fully quit and reopen the app so it does not keep using an existing connection. If the issue continues, include the app name, operating system, and current routing mode in your report, but do not include your account password.

Check whether disconnections happen after locking the screen, switching apps, or changing local networks. If they mainly happen in the background, review your system’s battery management, background activity permissions, and power-saving settings. Follow the system prompts to let the client maintain the network connection it needs. If the drops happen after a network change, reconnect in the client and check whether the target app works again. Settings names vary by platform, so you do not need to follow menu paths from another device. If the problem continues, note what you were doing when it happened and any message from the client. This can help distinguish background restrictions from route issues.

Use the support ticket option in the user panel and include your device platform, client name, selected route, when the issue occurred, and local network type. Explain whether you cannot connect, websites do not load after connecting, or only a particular app is affected. List the troubleshooting steps you have already tried. Screenshots can help, but hide your subscription link, account password, and other sensitive details before sending them. Include the exact error message if possible; it is more useful than simply saying the connection is poor. Add follow-up test results to the same ticket so they can be reviewed together.

VPNWailian covers 110+ countries / 170+ routes. When choosing a route, start with the target service’s regional requirements, then compare route types and how they perform in practice rather than relying only on map distance. AI tools, streaming, and remote work may need different exit regions, so check which regions the target app allows before switching. The route list shows the available range; the options you can use depend on your current subscription. To compare routes, keep the app and local network the same and change only the route. That makes it easier to identify what caused the difference.

Pause large downloads and other bandwidth-heavy tasks on the same network, then compare routes using the same app. If things work well during the day but slow down in the evening, try different types of international routes while keeping the exit region compatible with the target service. For meetings, watch for audio dropouts and frozen video. For streaming, check buffering and picture quality. Do not judge performance only by the client’s connection status, and do not mistake a weak local Wi-Fi signal for a route issue. Note when and in which app the slowdown occurs to help with further troubleshooting.

These terms describe different network routing arrangements. IEPL refers to a dedicated cross-border connection, relay routes forward traffic through an intermediate node, and direct routes use a more direct exit connection. The route type can help narrow your choices, but it does not predict performance at every time of day. Your local carrier, exit region, destination website, and current network conditions all affect the experience. Test video calls, file collaboration, and streaming separately, and choose a route that performs consistently for your task and meets the region requirements.

Check the target service’s region, account, and plan requirements first, then confirm that your current exit region meets them. A working network connection does not guarantee that a platform will accept the exit region or account. After switching regions, close the target app’s existing connection and test again so cached state does not affect the result. Do not use repeated region switching as a substitute for troubleshooting, and do not assume that differences in content libraries indicate a connection problem. If only one platform is affected, provide its name, the route region, and the exact error message to help distinguish access issues from platform rules.

Yes. Quantum encryption and whether an app’s traffic uses a proxy route are separate concerns; encryption status does not replace a routing check. First, make sure the app or domain you want to access is assigned to the appropriate route, then check the client’s connection status. If a rule sends a request directly, that request follows the direct connection rule. On public networks, pay attention to the destination website’s own secure-connection warnings and keep your system up to date. If you see an unusual certificate warning, stop and investigate. Do not enter sensitive information just because the client says it is connected.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data resets monthly on the date your plan started, not automatically at the end of the calendar month. To choose a plan, consider your typical use, such as web browsing, meetings, or streaming, and compare it with your account’s actual data usage. Check plan details and current status in the user panel. If you have a question about the reset date, refer to the information shown in your account rather than inferring new billing rules from a payment screenshot.

Data packages cost ¥158 for 300GB, ¥358 for 1000GB, and ¥658 for 3000GB. They remain valid until the data is used and never expire. Monthly subscription data resets each month on the date the plan started. The main consideration is your usage pattern, not just the payment amount. A data package may suit occasional or irregular use, while regular users can compare the monthly plan options. If you have more than one product in your account, check the active status and data details shown in the panel. Do not assume how they combine or which one is used first.

The price difference for a mid-cycle upgrade is converted into remaining days. Before changing your plan, check the current plan, the new plan, and the result shown on the confirmation page in the user panel. Do not calculate a refund by applying a per-unit price to your remaining data, and do not assume an upgrade starts a full new billing period. If the information on the page does not match your understanding, leave your account unchanged and ask through a support ticket. Avoid placing multiple orders in a row, as this can make the issue harder to resolve. Monthly subscription data still resets each month on the plan’s start date.

We accept Alipay / WeChat Pay / USDT. Create an order in the user panel and follow the checkout instructions to complete your payment. If your plan status does not update afterward, check your order history to confirm the order is complete, then refresh your account status. Do not place another order based only on a message from an external payment page. If your payment receipt does not match the order status, submit the order details and a receipt with sensitive information obscured through a support ticket. Follow the requirements on the current checkout page, and do not send payment to an address from an unverified source.

VPNWailian offers a 14-day no-questions-asked refund policy. To request a refund, sign in to the user panel, open the support ticket section, and include your request and the relevant order details. For eligibility and application conditions, see the Refund Policy and Terms of Service. A troubleshooting ticket or in-app feedback button does not count as a refund request. If you are also experiencing connection problems, you can describe them in the ticket, but do not send your password or full subscription link. Check the ticket in the panel for updates. No processing time or additional offer is promised.