Subscription & Connection Help

No email address is required. Create an account with a username and password. Save both securely, and use a password you don’t use on other sites. After signing in to the dashboard, check your account details, then find your plan, subscription and client download options. Marketing pages don’t provide usable subscription links. If you forget your login details, check your password manager and browser-saved records first. If you still can’t resolve the issue, contact support through an available option in the dashboard. Never post your password in a public forum or use your full subscription link to prove account ownership.

Sign in to the user dashboard and copy your current subscription. In your client, find the subscription you’ve already imported and choose Update Subscription or Refresh Configuration, then check whether the route list has refreshed. In most cases, update the existing entry rather than repeatedly adding configurations with the same name, which can leave you using an outdated list. If the client says the link is invalid, copy the current link again from the dashboard. Check for spaces or line breaks, then replace it as prompted by the client. If the dashboard offers a subscription reset, update the subscription on your other devices afterward, too. Your subscription link is a private access credential; don’t share it publicly.

There’s no limit on the number of devices connected at the same time, so changing devices alone doesn’t mean you need to buy again. Sign in to the same account on your new device, get the client and current subscription for that platform from the dashboard, then import and connect. VPNAlbum supports Windows / macOS / iOS / Android / Linux. Settings may have different names on each platform, so you don’t need to follow another platform’s interface step by step. Unlimited devices doesn’t mean unlimited data: check your account’s data allowance and plan status before use. When retiring an old device, remove its saved subscription and login details.

Get the client and subscription from the user dashboard. Don’t download installers from article attachments, forwarded chat messages or unfamiliar download sites. Clients are available to download after signing in, except on iOS; iOS access eligibility is handled through the dashboard, so follow the options shown there. After installation, make sure you’ve imported the subscription for your current account, then choose a route and connect. Being able to download a client doesn’t mean your account has an active subscription. If the download link or import action doesn’t respond, note your operating system, browser and the message shown on the page, then open a dashboard support ticket describing where you got stuck. Avoid repeated installations that could leave you with conflicting configurations.

Temporarily disconnect the client and check whether your local network can access commonly used websites. If it can’t, troubleshoot the network connection first. Once reconnected, check your plan and data balance, confirm that your subscription is up to date, and make sure the client has actually enabled the system proxy or required traffic-capture mode. Then try another route to the same website to tell a route issue from a website issue. Change only one setting at a time so you can identify what helps. If the error persists, save the exact message from the client and note the affected website and selected route when you submit a ticket.

A working browser only shows that the browser’s current connection path is working; it doesn’t mean every app follows the system proxy. Some apps use their own network settings, or client routing rules may send them directly. Check the client’s connection log to see whether requests from the app appear, then review the rules and route matched by its domain. If the client supports app-level traffic capture or tunnel mode, test it according to the client’s instructions and watch for system permission prompts. Restore settings suited to your everyday use after testing. If the app’s requests never appear in the log, check the app’s own settings instead of repeatedly switching regions.

Before connecting, check your current exit address on an IP lookup page. After connecting, refresh the page and compare the exit address and reported location; also confirm the route name shown in the client. Location data comes from IP databases and may not match the city listed for a route, so a city-name difference alone doesn’t indicate a fault. A changed exit address verifies only the path used by that lookup request; it doesn’t mean every app, domain or DNS request uses the same exit. If nothing changes, check whether the browser is matching a direct-connection rule, then check the system proxy status. If the lookup fails, don’t treat a blank result as verification.

Sign in to the dashboard and open a support ticket. Describe where the issue occurs—login, download, subscription update, connection or access to a target service—and include your operating system, client name, selected route, network environment and the complete error message. Say whether other routes work on the same network and whether the issue changes when you switch networks; these comparisons are more useful than simply saying that it doesn’t work. Before sharing a screenshot, hide your password, full subscription link, sensitive payment details and other private information. If you need to share a client log, include only the relevant section. Don’t post your full configuration on a public page to ask for help.

Don’t assume that slow performance is caused by your plan tier. Keep the same device and target service while comparing different routes, then try another local network for comparison. Pause background downloads, syncs and system updates to rule out competition for local bandwidth. For video, temporarily lower the quality and see whether buffering improves; for websites, check whether only particular sites are slow. Choose a plan tier based mainly on data needs—price doesn’t guarantee speed. If the issue happens at particular times, note the time, route and symptoms in a support ticket rather than deciding to upgrade based on a single speed test.

Route types describe connection paths, not guaranteed speeds for every visit. IEPL, transit and direct routes can help narrow your options, but actual performance also depends on your local network, time of day, target service and exit region. Start with your intended use, then choose a suitable region on the routes page and test the connection. For remote work, check session stability; for video, watch for buffering during playback; for websites and AI tools, see whether requests complete smoothly. Keep the routes that work well on your current network, and have alternatives ready. Don’t skip testing just because a route is labeled dedicated.

VPNAlbum covers 90+ countries and offers 210+ routes. This describes the service’s coverage; it doesn’t mean every entry in the client will always keep the same name or order. For current availability, refer to the dashboard and your refreshed subscription list. If the list doesn’t match the route information, first check that the configuration belongs to your current account. Refresh the subscription and make sure the client isn’t still using an old configuration. A missing favorite doesn’t necessarily mean the entire region is unavailable; search for the region again. If an update fails or you still can’t find the region you need, submit a ticket with the exact message and region name.

Being able to open a website doesn’t mean your account is eligible, every content region is available or all features are enabled. The platform may also determine availability based on your account region, subscription eligibility, how it identifies your exit address and its own policies. Check that the client’s exit route is what you expect, then review the service’s error message to distinguish a connection failure from insufficient account permissions or a region restriction. If you test another route, keep other conditions unchanged rather than repeatedly changing account and network settings. VPNAlbum provides cross-border network connections; it doesn’t replace membership or eligibility on the target platform, or guarantee that content or features for a particular region will always be available.

Monthly plans cost ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. There’s no limit on the number of devices connected at once. Choose based on how much data you need for video, file syncing, remote work and everyday browsing, then compare that with your actual usage in the dashboard. You don’t need to choose a higher tier just because you have more devices. Prices cover the listed monthly plan and data allowance; they don’t guarantee a particular app’s speed or video quality. Check all tiers on the plans page, and view your order and account status in the dashboard. Before paying, confirm whether you’ve selected a monthly plan or a data pack.

Data packs cost ¥158 for 300GB, ¥358 for 1000GB and ¥658 for 3000GB. They last until the data is used and never expire. Unlike monthly plans, which reset data each month, data packs use a different billing model. Compare them based on how often you use the service and how much data you need, rather than comparing the purchase price directly with a monthly fee. “Lasts until used” describes how the data allowance works; it doesn’t mean unlimited data. Check the product name and data allowance when placing an order. If you already have another plan and want to know how a new order will affect your account, check the dashboard details or submit a support ticket. Don’t assume data will be added, combined or converted automatically.

Monthly plan data resets every month on the activation date. For a mid-cycle upgrade, the price difference is prorated for the remaining days. Don’t assume data resets at the start of each calendar month or estimate a new order’s validity from the price of an old order. Before upgrading, sign in to the dashboard and check your current plan, data balance and order details, then confirm how the change is shown. If you have questions about dates, amounts or status, save the current page information and ask support to verify it before proceeding. Data packs last until used and never expire; monthly reset rules don’t apply to them.

VPNAlbum offers a 30-day no-questions-asked refund. See the Terms of Service for the exact eligibility requirements. To request one, sign in to the user dashboard and open a support ticket. State that you’re requesting a refund and provide the relevant order details so the payment and account records can be checked. You don’t need to prove that you had connection problems to request a refund. Don’t upload full payment records in public comments or article discussions, and never send your account password to a stranger. Follow up in the same ticket and provide any requested information. Refund progress depends on the review; submitting a ticket doesn’t mean the refund has already been paid.

Alipay / WeChat Pay / USDT are supported. Available payment options are shown on the order page in the dashboard. Before paying, check the order name, amount and payment method. After payment, return to the dashboard to check the order and plan status; closing the payment page alone doesn’t confirm that an order is complete. If the payment provider shows the payment as complete but the dashboard hasn’t updated, save your payment record and refresh the order page. Don’t rush to place another order. If you still have questions, submit a support ticket through the dashboard with your order details and a screenshot of the payment result, hiding unrelated private information. Support can check the order and help you avoid the extra work of reconciling a duplicate payment.