Can't connect
- Check the route status at the bottom of the app's home screen or the Status page on our website. If there's an outage, wait for the announcement.
- Tap Get new routes, then try connecting again.
- Switch networks (Wi‑Fi ↔ mobile data).
- If you still can't connect, open a ticket and check Attach diagnostic log.
Slow speeds
- Try New IP first, or switch to another country.
- Check the exit's load; if it's high, choose another exit.
- Check whether your plan data has run out. Once it's used up, shared exits are limited to 1M.
- Speeds are generally slower during evening peak hours; try another region.
UDP doesn't work (games, voice)
Some networks block UDP; the app automatically falls back to TCP-based protocols. In third-party clients, set the subscription protocol to Reality or Trojan.
Speed is capped
Each plan has a speed cap, and shared exits are limited to 1M once your plan's data is used up. You can buy a data pack or upgrade your plan. Dedicated IPs don't use your plan's data and run at their own bandwidth; when an IP's own data runs out, it's paused rather than slowed down (see "Dedicated IP won't connect" below).
Verification code doesn't arrive
Check your spam folder, then request a new code after 60 seconds. Some corporate mail systems may block the email; in that case, try another address.
Disconnected by the device limit
When a product reaches its limit (Standard plan: Trial 2, Lite 3, Standard 5, Premium 8; each dedicated IP: 2) and another device connects, the device that connected first is disconnected. Remove devices you no longer use under Signed-in devices, then connect again.
Subscription won't import
- Make sure the link is complete and no extra spaces were copied.
- Switch to the format your client supports (Clash / Surge / JSON / Universal).
- If the client reports an unsupported protocol, set the subscription protocol to Trojan and update.
- If you clicked Reset link on the website, the old link no longer works; use the new one.
Can I get a refund?
We offer a free 3-day trial; purchases are non-refundable once paid. Top-ups can't be withdrawn as cash, and your balance can only be spent.
Dedicated IP won't connect
- Check the status on the IP's details page. To pick: pick an IP first. Paused: the IP's data for this period is used up; buy a data pack to resume immediately. Expired or in the grace period: renew it to resume service.
- If Dedicated connection shows Offline, wait a few minutes and try again.
- Other apps connect through the dedicated connection: make sure its switch is on, and if you tapped Reset connection info, import the new details again.
- If it still doesn't connect, open a ticket.