Find the right troubleshooting sequence for account, subscription, routes and billing issues. Identify which layer the problem belongs to first, then decide whether to update the subscription, switch routes or submit a ticket.
First check the plan status, remaining data and whether the subscription is current. After changing devices or reinstalling the client, retrieve the subscription again from the user panel instead of continuing to use an old configuration from an unknown source.
B
Connection layer
Confirm that ordinary websites are accessible, then test other routes and networks. This separates local access issues, a single faulty route and target-app settings, so you do not start by repeatedly reinstalling the client.
C
Application layer
When the browser works but one app does not, check the system proxy, per-app rules and the app’s own network settings. Fully quit and reopen it to rule out an old network session still being active.
Prepare ticket details: include the operating system, client, route, affected app and error message. Clearly describing what works and what does not makes diagnosis easier than simply saying that the connection fails.
ACCOUNT
Account & Subscription
Sign-in, Subscriptions & Device Changes
The account manages plan status and subscription delivery; the client handles import and connection. Check account information first, then work through the device configuration.
Do I need an email address to create a VPNFF account?
No. You can create an account with a username and password, without an email address. Store both in a trusted password manager so you do not lose your login details when changing browsers or devices. After creating an account, open the user panel to choose a plan. Once activated, you can retrieve your subscription and access the client download area there.
How do I update my subscription link?
First, sign in to the user panel and retrieve the current subscription for your account. Then return to the client and run the subscription update or refresh the configuration. If old routes still appear, delete the old configuration and import it again. Do not edit the subscription manually or share it publicly; it contains your account connection credentials and should be protected like your login details.
Do I need to purchase again after changing devices?
No. VPNFF supports unlimited devices. Sign in to the same account on the new device and retrieve the client and subscription from the user panel. Before changing devices, confirm that you still control the old one. If it was lost or given to someone else, change your account password and retrieve the subscription again on the new device so the old configuration cannot continue to be used by others.
Which systems support VPNFF?
Windows / macOS / iOS / Android / Linux are supported. The client and subscription entry points are available in the user panel. After signing in, open the download area for your system and follow the import instructions. Permissions and proxy modes vary by system, so import the subscription first, then select a route, connect and check the exit address.
To retrieve the client or subscription again, open the relevant section in the user panel.
A connected status only means that the client has established a session. Whether an app uses that path also depends on the proxy mode, routing rules and the app’s own settings.
Why can’t a particular app access the internet when the client says it is connected?
Common causes include the app not using the system proxy, being excluded by per-app rules, or retaining an old network session from before the connection was established. Fully quit the app, confirm that the client’s proxy mode covers it, and test again. If Global mode works but Rule mode does not, check the routing rules. If the browser works but one app does not, inspect that app’s own network settings.
What troubleshooting order should I follow when a route will not connect?
First confirm that the current network can open ordinary websites. Then return to the client, update the subscription and switch to another route. Check that the system time is accurate and that no other proxy, accelerator or security tool is taking control of the network. If switching networks fixes the issue, the access environment is usually the cause. If every network and route fails, submit a ticket through the user panel with your system, client and error message.
Which settings commonly cause frequent connection drops?
Waking from sleep, switching Wi-Fi networks, background power saving and multiple network tools controlling the connection can all rebuild a session. Close duplicate proxy tools, allow the client to run in the background and reconnect once the network is stable. A brief interruption when a mobile device switches from Wi-Fi to another access method reflects a change in network path; wait for stability, then select a route again.
How should I handle a situation where only some websites will not open?
Test other websites on the same route first to distinguish a route issue from a problem with the target site. Then clear the site’s old browser session, pause extensions that may rewrite requests and switch to a route with a more suitable exit region. If the page opens but sign-in or content loading fails, check the target account’s region settings as well; some services consider the exit region, account region and previous session together.
Do not change every setting at once: change only one of the network, route, proxy mode or app settings at a time. Test again after each change so you can identify what actually affects the connection.
ROUTES
Speed & Routes
Choose a cross-border path for the task
Latency, sustained transfer and regional matching are different metrics. Clarify the task first, then compare the real-world performance of nearby routes.
What should I do if things slow down during peak hours?
Do not repeatedly reinstall the client. Update the subscription, switch between routes in nearby regions and test web pages, downloads and real-time apps separately to determine whether one route is congested or the local network is unstable. If the Wi-Fi signal is weak, move closer to the access point or use a more stable connection. If only a specific app is slow, check the routing rules. Record the time, route and app type to help with ticket investigation.
When choosing a route, should I prioritize the region or the route type?
Start with the destination, then consider physical distance and route type. For everyday browsing, choose a nearby exit with a stable connection. For services with regional requirements, choose an exit region that matches the service. IEPL, transit and direct connections represent different cross-border path arrangements. Actual performance also depends on the local carrier network and target site, so use repeated tests for the task at hand.
Does lower latency always mean faster downloads?
Not necessarily. Latency mainly affects request response times, remote operations and real-time interaction. Sustained downloads also depend on available route bandwidth, local access quality, server throttling and cross-border path stability. Do not compare routes by a single latency reading: watch response consistency for web interaction, speed stability for large transfers, and stutter or reconnects for meetings and real-time apps.
How broad is VPNFF’s route coverage?
VPNFF covers 90+ countries / 200+ routes. More routes do not mean the farthest exit is best for every situation. Usually, start testing regions near your current location or the target service. For AI Tools, Streaming or cross-border work services, also consider the service’s regional rules rather than judging availability by country name alone.
View coverage regions and route categories, then choose an exit based on your destination.
Monthly subscriptions reset on the activation date; traffic packages remain available until used. Confirm the current order type before purchasing or upgrading to avoid confusing the two data rules.
Which monthly subscription plans are available?
Monthly subscriptions include ¥9.9/month with 60GB, ¥18/month with 250GB and ¥28/month with 500GB. Choose based on your typical transfer volume rather than a single speed test. Web browsing and text collaboration usually use less data, while video, system syncing and large file transfers consume it continuously. Check the user panel for your actual remaining data.
Does the data in a traffic package reset each month?
No. Traffic packages remain available until used and never expire. Options include ¥158/300GB, ¥358/1000GB and ¥658/3000GB. They suit users with irregular usage who prefer to pay according to actual consumption. Their data rules differ from monthly subscriptions, so confirm which product you are ordering and review the order in the user panel.
When does monthly subscription data reset, and how is a mid-cycle upgrade calculated?
Monthly subscription data resets each month on the activation date, rather than clearing on the first day of the calendar month. For a mid-cycle upgrade, the price difference is prorated by the remaining days. Before proceeding, check the current plan, remaining data and validity in the user panel, then select the new tier. After upgrading, refresh the panel status and update the subscription in the client so the configuration matches the account.
Which payment methods are supported, and how do I request a refund?
Alipay / WeChat Pay / USDT are supported, along with 7-day no-questions-asked refunds. To request a refund, sign in to the user panel and submit the relevant order and reason through the ticket portal so the order status can be checked. Keep your payment record and order details before submitting, and avoid sending duplicate requests while it is being processed. The final result is based on the order review and reply in the ticket.
Plan details, data rules and order access are all available in the user panel.
If the issue persists after updating the subscription, switching routes and changing networks, provide your system, client, target app, error message and completed troubleshooting steps. Complete ticket details make it easier to distinguish account status, route path and local settings issues.