Frequently Asked Questions and User Guide

No email address is required. Create an account with a username and password. Before creating your account in the user panel, choose a username you can remember and set a unique password. Keep your login details safe, and never post your password or subscription link in a public discussion. Since no email address is required, don’t assume email recovery will be available. If you have trouble logging in, check your username spelling, keyboard input settings and saved password first, then use the help options available in the panel. Avoid repeatedly trying different accounts.

Sign in to the user panel and check your subscription details, then import the subscription link provided there into your client. To update an existing setup, open the subscription or configuration management page in your client, refresh the subscription you’re using and check that the update completes without errors. Afterward, confirm that the correct configuration is enabled; the server list may have refreshed while the client is still using an old setup. If the update fails, check your account status and local network, then get the current link from the panel. Don’t keep copying an old link from chat history when you can’t confirm it’s still valid.

Unlimited devices. Windows / macOS / iOS / Android / Linux supported. You don’t need another plan just because you’re switching devices. Sign in to the same account on the new device, get a client for that platform and import your subscription. You must be signed in to get your subscription; check the panel for the current requirements on iOS. Once migration is complete, make sure the correct configuration is enabled on the new device and test that access works as expected. Before handing your old device to someone else, sign out and remove the subscription configuration so your account details and subscription link don’t go with it.

Treat your subscription link like an account credential and don’t share it publicly. If it appears on a public page or has been sent to someone you don’t trust, check the panel for an option to reset or refresh the subscription and follow the instructions. If there’s no such option, explain the situation in a support ticket. Once the link changes, devices using the old link will also need to fetch or update their configuration. When reporting the issue, describe how and where the link was exposed, but don’t paste the full link again. Redact links, passwords and other account credentials from screenshots as well.

A connected status only means the client has established a connection; it doesn’t guarantee that a particular website is reachable. Disconnect and check that your local network can access everyday websites. Reconnect, confirm that the subscription, route and proxy mode match your intended setup, then test another website for comparison. If only one site fails, check its regional requirements, your sign-in status or whether the site itself is having an issue. If several sites fail, try refreshing the subscription and switching routes. Change one setting at a time and keep any error messages so you can identify what made a difference.

Apps vary in how they support system proxies, so a working browser doesn’t prove that every app uses the same connection. Check the client’s current mode and routing rules to make sure the app or the domains it accesses aren’t set to connect directly. Then check whether the app has its own network settings. Command-line tools and development environments may need separate proxy configuration; browser settings alone may not be enough. If your client offers a virtual network adapter mode, read the instructions for your platform before enabling it as needed. Don’t disable system protection or change unfamiliar security settings just to troubleshoot.

First, determine whether the problem is fetching the link or an incompatible configuration format. In the panel, make sure you’ve copied the subscription link, not a regular page address. Check for spaces, line breaks or punctuation added by a chat app. Then confirm that your client supports the import method you’re using and follow the guide to try importing again if needed. If it still fails, note the client name, platform and full error message, then submit them in a support ticket. Don’t include the full subscription link in an error screenshot, and don’t delete all working configurations before troubleshooting—you may lose your existing setup.

After your device wakes from sleep or your network changes, you may need to establish the connection again. First, make sure the new network is working. If it requires a web-based sign-in, complete that process before disconnecting and reconnecting in the client. If it still fails, restart the client and check the system proxy status and whether another network tool is also managing the connection. Don’t let multiple proxy tools change the same settings at once. If the issue only happens on a particular network, include the network environment, what changed and any error messages in your support ticket to help narrow it down.

First, work out whether the lag is coming from your local network or the current route. Pause background downloads and cloud syncing, check your Wi-Fi signal, then compare routes using the same app and content. Video calls need a steady connection, while streaming also depends on the platform’s regional availability—don’t choose based on the route name alone. Compare regions suited to the service you’re using, and check whether buffering, audio dropouts or loading improve. If the issue keeps happening during peak hours, include the time, region and app in a support ticket. Don’t report guessed speed-test results.

These terms mainly describe how a connection is routed. An IEPL route typically uses a dedicated cross-border transport segment. A relay route connects through an intermediate entry point before continuing along another route, while a direct route connects more directly to the destination entry point. The name alone can’t replace real-world testing or guarantee a particular speed or level of reliability. Use the route types currently shown in the panel; don’t assume every region offers the same types. Compare them in your own network environment using your actual work or viewing needs, then keep the routes that suit you. If something goes wrong, trying a different path can help narrow down the issue.

XianVPN covers 100+ countries / 230+ routes. See the current list in the panel for available routes. Coverage doesn’t mean every route supports every website, AI tool or streaming library. A service may also check your account region, subscription access, exit IP address and its own policies, so different routes in the same region can produce different results. Before choosing a route, check the service’s official regional requirements and test access. If a service isn’t available, note the error and check the relevant guide. Switching routes won’t necessarily resolve account restrictions.

Latency measures the time for a round trip; it doesn’t tell you on its own about sustained transfer speeds, connection stability or whether a service allows access. Streaming responses from AI tools also rely on a persistent connection, which can be interrupted by browser extensions, a device going to sleep, network changes or server-side rate limits. Keep your test conditions consistent, close unnecessary parallel tasks and compare the same tool across different routes. If the page indicates a region or account restriction, follow the service’s rules. If you see connection resets or timeouts instead, check the client mode, routing rules and network status rather than assuming every issue is speed-related.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data packages: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. Data packages remain valid until used and never expire. If you use the service regularly, compare monthly plans against your data usage. If your usage varies, review how data packages are billed. Device count alone doesn’t determine your data needs; video, file transfers and background syncing all affect usage. Check the plans page before choosing, and confirm the product and amount in your panel before ordering.

Monthly plan data resets each month on the date your plan started. The price difference for a mid-cycle upgrade is prorated over the remaining days. Don’t assume data resets at the start of the calendar month, or that an upgrade starts a fresh full usage period. Before making changes, check your current plan status, data usage and the updated order details in the panel. Data packages work differently: they remain valid until used and never expire, so their terms shouldn’t be confused with monthly plan resets. If your account shows multiple products and you have questions about usage deductions or activation, check with support rather than guessing how they’re combined.

Alipay / WeChat Pay / USDT are supported. Start the order and payment process from the user panel, check the product, amount and on-page instructions, and don’t use payment details from an unverified source. If your account status hasn’t updated after payment, return to the order page, refresh it and confirm you’re signed into the right account. Check that the payment record matches the order. Don’t pay again yet or create a new account to resolve an existing order. If you need help, submit a support ticket with the order ID, payment method and details of what happened. Redact unrelated personal information from receipts, and never share your password or full subscription link.

XianVPN offers a 60-day no-questions-asked refund. To request one, sign in to the user panel and open a support ticket explaining your request. Include an order ID so the team can verify it, and review the refund terms in the Terms of Service before submitting. If you’re also having connection issues, you can describe them, but self-reported speed tests aren’t a substitute for the stated refund policy. Watch for a reply to your ticket and provide any order details requested. Don’t include your password or full subscription link. Check your ticket updates and payment records for the latest on processing and payment-provider settlement.