Subscription & Connection Issues

No email address is required—just a username and password. After signing in to the user panel, make sure you’re using the account linked to the subscription you plan to use, then check your plan status and data allowance in the account overview. Keep your username and password secure, and avoid staying signed in on shared devices. Creating an account and activating a plan are separate steps: access to the panel doesn’t mean your client has a working configuration. If your account already has a plan, get the subscription and import it into your client. If an order doesn’t show the expected status, check the order record and contact support through a ticket. Before sharing a screenshot, hide your password, subscription link, and other credentials.

There’s no limit on the number of devices connected at the same time, and switching devices alone doesn’t require a new plan. Sign in to the same account on your new device, get a compatible client from the user panel, and import your current subscription. All devices share the plan’s data allowance; adding a device doesn’t create a separate allowance. If you no longer use an old device, sign out and remove its local subscription configuration—especially before giving the device away or sharing it. If the new device won’t connect, first check that you imported the active subscription for the right account, then review system network permissions and proxy mode. A device connection issue doesn’t mean you need another plan.

In your client’s subscription or configuration manager, find the Z9VPN configuration you’ve already imported and use the update subscription option. Then check that the route list appears as expected. For routine updates, update the existing configuration instead of repeatedly adding subscriptions with the same name. If the client says the link is invalid, get the current subscription from the user panel and make sure you copied it in full without extra spaces. Replace the existing configuration only if it can’t be updated or the link has changed; note any custom rules before replacing it. Treat your subscription link as a credential: don’t post it in public forums, online conversion tools, or shared documents. If the update still fails, send the error message—not the full link.

Supported platforms: Windows / macOS / iOS / Android / Linux. Find clients in the Downloads area of the user panel, and get your subscription from the account area after signing in. This static help page doesn’t provide direct installer downloads or personal subscription links. Choose a client for your device’s operating system, follow the panel instructions to install or obtain it, then import your subscription and make sure the configuration is selected. Getting the client alone doesn’t establish a connection; confirm system permissions, configuration selection, and route selection separately. If you have multiple network proxy tools installed, disable the others while testing to prevent settings from conflicting. For platform-specific steps, see the quick-start guide.

Disconnect the proxy first and confirm that your Wi-Fi or other local network can reach sites you commonly use. Then sign in to the user panel to check your plan status and remaining data. Return to the client, update the subscription, and confirm that the right configuration and route are selected. Check that the client has the required network permissions, and quit any other network tools that may be controlling proxy settings. Once connected, visit the target service in a browser and compare the result with the client’s connection log. Change one setting at a time and note what was happening when the error occurred. If the issue persists after checking your local network, updating the configuration, and trying another route, submit a ticket with your operating system, client name, route name, and error message.

If your browser works, that only confirms the browser’s current request path is working. Other apps may not use the same proxy settings. Check the client’s proxy mode and whether routing rules exclude the app. For clients that support system-tunnel mode, check the required permissions in the client’s documentation. Command-line tools and developer tools may also need proxy environment variables configured separately; browser settings alone won’t cover them. After making changes, fully quit and reopen the app to establish a new connection. If only one domain or feature fails, check the connection log to see whether its requests reach the client, then review the service’s regional and account requirements. Don’t keep changing every setting at random.

Page assets, authentication, and streaming responses may use different request paths, so seeing the home page doesn’t mean the whole session is connected. First check the service’s regional requirements and your account status, then confirm that the relevant requests use the expected route. Keep the same exit route while signing in and chatting to avoid changing the session environment. If a response stops, check whether the client reconnected, pause other network-intensive tasks, and try again. Server load, account limits, and permission notices should be handled according to the platform’s rules; changing routes won’t fix every issue. If you use the API as a developer, also check your key permissions, quota, and the proxy configuration in the calling application.

Open the ticket area in the user panel and describe whether the issue occurs during sign-in, subscription updates, connection, or access from a particular app. Include your device’s operating system, client name, selected route, local network type, and the steps you’ve already tried. Copy the error message as shown. Screenshots should include useful diagnostic details, but hide passwords, subscription links, access keys, and payment credentials. For billing issues, include the relevant order record and the status shown in the panel. Don’t submit duplicate tickets with the same information; add updates to the original ticket so support can follow the context. We don’t promise a specific response time on this page; check the progress shown in the panel.

Z9VPN offers routes in 90+ countries, with 150+ routes. Choose a location based first on the target service’s regional requirements, then on how well it connects from your local network—not simply on distance from your location. For services that need a stable sign-in session, choose a suitable exit and stick with it. For ordinary browsing, compare page loads and connection quality across routes. Coverage describes the range of available exits; it doesn’t mean every route has the same access to every platform. Check the user panel and client list for available cities, route types, and configurations. If a site loads but reports that the region is unavailable, review the platform’s regional policy and check that your actual exit matches your expectations.

These labels describe how routes are set up; a label alone doesn’t mean a route will be faster on every network. IEPL routes use a dedicated link, relay routes connect to an exit through an intermediate node, and direct routes connect straight to the exit. Actual performance also depends on your local network, congestion along the path, and the target service. First meet the service’s regional requirements, then compare routes using the same device, app, and type of activity. Don’t change routes and client rules at the same time, or it’ll be hard to tell what made a difference. Available route types are listed in your current subscription. If a route has ongoing issues, note its name, test another route, and report the difference in a ticket.

First work out whether the issue is local network congestion or fluctuations along the international route. Disconnect the proxy and try sites you commonly use; check whether downloads, backups, or video uploads are running on the same network. Pause bandwidth-intensive tasks, then try the same destination over your original route. If the issue continues, compare it with another route that meets the destination’s regional requirements. Unstable Wi-Fi can also cause reconnects, so compare other local network connections if available. Don’t rely on a single client metric: check page loads, sustained transfers, and session stability separately. If the issue only happens at certain times, include the time, network conditions, and route name in your ticket to help identify differences along the path.

Treat these as separate issues. If a video plays but keeps buffering, check your local network, background transfers, video quality, and route connection. Try lowering the video quality temporarily and see if buffering improves. If the page reports an unavailable region or a proxy-related error, check the streaming platform’s regional policy, your account’s content access, and your current exit location. Route coverage doesn’t guarantee access to all content on a particular platform, and catalogs may vary by account and region. Compare the same title on the same device to avoid mistaking catalog differences for network problems. If the same message appears on another route, save the full error text and don’t keep changing your account’s region settings.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data packs: ¥158 for 300GB · ¥358 for 1000GB · ¥658 for 3000GB. Monthly plan data resets each month on the activation date, making it suitable for ongoing use with a monthly allowance. Data packs don’t expire and remain available until used, so you can use them as needed. Compare how you plan to use the service, and don’t confuse a monthly allowance with a data pack’s total allowance. Check the pricing page for all prices and billing details. Choose a plan in the user panel; if you already have an order, check your order and account status before changing plans.

Monthly plan data resets each month on the activation date. If you upgrade mid-cycle, the price difference is converted into the remaining days. The reset date is based on your activation date, not the start of the calendar month. Check your account details in the user panel for your current data and plan status. Before upgrading, review the plan and order details shown in the panel and make sure they match the plan you want. Don’t convert the price difference into extra data or assume it creates a separate bonus period. If the result after upgrading differs from what you expected, keep the order record and the before-and-after status, then ask support to check it through a ticket. Data packs never expire and remain available until used; monthly reset rules don’t apply to them.

We accept Alipay / WeChat Pay / USDT. Create an order in the user panel and follow its payment instructions. Don’t use a payment page forwarded by someone else. If your plan status hasn’t changed after payment, check the order record to see whether it’s pending, complete, or showing an error, then confirm the payment record shows a successful payment. Don’t pay again just because the page hasn’t updated yet, and never post full payment credentials in a public forum. If you need help, include the order record, payment method, and current panel message in a ticket. Hide any information that isn’t needed to investigate the issue. Confirm whether the order is complete using both the payment record and the panel’s processing status.

Z9VPN offers a 30-day no-questions-asked refund. To request one, sign in to the user panel, open the ticket area, clearly state that you’re requesting a refund, and include the relevant order record so the account and payment status can be checked. Read the Terms of Service for full eligibility details; the ticket record will show how your request is reviewed and handled. If you’re also having connection issues, include the error message, but don’t send your password, subscription link, or access key as supporting material. This page doesn’t promise a processing time or any refund terms beyond those published. Add any follow-up details to the original ticket and check its replies rather than creating duplicate requests.