CU-A / ACCOUNT
Account & Subscription
Handle registration, subscription access, configuration updates, device changes and platform compatibility. If importing a subscription fails, verify the account and link first, then check the client.
What do I need to register for 29VPN?
No email address is required. Set a username and password to create your account. Choose a username that is easy to recognize but not reused for other important accounts, and store your login details securely. After registration, open the user panel to choose a plan, obtain your subscription and check order status.
Where can I find my subscription link after purchase?
Sign in to the user panel and open the subscription or client section. Copy the subscription link for your account and import it into your client. Do not share the link publicly in group chats, forums or screenshots. It identifies your subscription; if exposed, return to the panel to obtain a new link and update the client.
How should I update my subscription link?
First, find the imported subscription configuration in your client and use its update-subscription or refresh-configuration function to retrieve the latest routes. If the update fails, copy the subscription link from the user panel again, delete the old configuration and import it again. Confirm that your plan is still active before updating.
Do I need to purchase again after changing devices?
No separate purchase is needed when changing devices. 29VPN supports unlimited devices. Sign in to the user panel on the new device, obtain the subscription and import it into the appropriate client. If the old device is no longer in use, delete its saved subscription configuration so account and route information is not retained on a shared device.
Which operating systems support 29VPN?
Windows / macOS / iOS / Android / Linux are supported. Permission prompts, configuration menus and client interfaces vary by system, but the basic process is the same: obtain the client and subscription from the user panel, import the configuration, choose a route and verify that the outbound network has switched.
CU-B / CONNECTION
Connection & Issues
Connection problems usually come from the local network, system proxy, client state or a single route. Layer-by-layer troubleshooting is more effective than repeatedly reinstalling the client.
The client says it is connected, but websites still will not open. What should I do?
Switch to another route in the same region to see whether the issue is limited to the current exit. Then disconnect completely and restart the client. If nothing changes, check whether another network tool is controlling the system proxy, and make sure the browser is not locked to an invalid proxy configuration. Finally, update the subscription and reconnect.
Why is a particular app not using the proxy?
A common reason is rule mode: the app's domain or connection method does not match the active rules. Switch to global mode for comparison. If global mode works, the route is functioning and the split-routing rules should be checked. Restore the appropriate operating mode for everyday use after testing.
What should I do if I cannot reconnect after switching Wi-Fi or mobile networks?
After a network change, the existing session may still be tied to the old local network. Disconnect in the client, confirm that the new network can open regular websites, and then connect again. If the system retains an abnormal network state, close and reopen the client, then try another route to rule out a single-route issue.
The subscription imported successfully, but the route list is empty. What should I do?
Confirm that you imported the complete subscription link, not a webpage address or truncated text. Check whether the client reports a subscription parsing error, then try a manual update. If the old configuration has not refreshed for a long time, delete it, copy the subscription link from the user panel again and reimport it to avoid using local cache data.
What troubleshooting order should I follow when the connection drops frequently?
First verify that the local network is stable, then compare other routes in the same region. If multiple routes drop, restart the client and update the subscription. If the issue persists, record the operating system, client mode, route region and error message, then submit a ticket through the user panel so the connection stage can be identified.
CU-C / BACKBONE
Speed & Routes
Route performance depends on local access, the cross-border path, the international exit and the target service. Keep the device, network and destination consistent when comparing routes.
What should I do about slowdowns during peak hours?
During peak hours, compare different route types for the same destination region instead of repeatedly reconnecting to one route. Close apps syncing or downloading in the background, then test websites and video. If every route is slow, check the local broadband or wireless network; if only one exit is affected, temporarily use a nearby region.
How should I choose a route region?
For regular international websites, start with an exit that is geographically closer. For region-specific content or services, choose the region that matches the target service. 29VPN covers 110+ countries / 210+ routes; compare options based on your local network, target site and current route performance.
How should I compare IEPL, relay and direct routes?
The main difference is how the cross-border path is arranged. IEPL routes emphasize a fixed link; relay routes pass through an intermediate node before reaching the international exit; direct routes rely more on the local carrier's routing to the destination region. Compare stability under the same network and target.
Are AI Tools or Streaming outages caused by a route failure?
Not necessarily. The target service may change its regional policies, exit recognition or login risk controls. Keep the account and browser environment unchanged and switch only to another route in the same region for comparison. Then clear the target site's old session and sign in again. If regular websites work but a specific service remains unavailable, submit a ticket with the target region.
Why did route names or ordering change after updating the subscription?
A subscription update rereads the currently available route configuration, so route names, groups or ordering may change during configuration maintenance. After updating, confirm which route is selected in the client and avoid continuing to reference an adjusted old entry. If you use custom rules, check whether they still refer to an old name.
CU-D / BILLING
Billing & Refunds
Monthly subscriptions use the activation date to define their data cycle, while data packages are consumed by cumulative usage. Confirm the relevant order in the user panel before paying, upgrading or requesting a refund.
Which monthly subscription plans are available?
Monthly subscriptions include ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Data resets monthly on the activation date. Estimate your everyday browsing, video, file-transfer and system-sync usage first, then leave some headroom instead of choosing based on a single session.
What data packages are available?
Data packages include ¥158/300GB, ¥358/1000GB and ¥658/3000GB. They remain valid until used and never expire. Data packages suit users with irregular usage who prefer consumption by accumulated volume; monthly subscriptions follow a fixed monthly data cycle from the activation date.
When does monthly subscription data reset?
Monthly subscription data resets each month on the activation date, not on a universal calendar-month schedule. Check the current cycle shown in the user panel when reviewing remaining data. If usage changes near the reset date, verify the activation date and order status before deciding whether to change plans.
How does a mid-cycle monthly plan upgrade work?
For a mid-cycle monthly upgrade, the price difference is prorated into the remaining days. Before upgrading, check the current plan, remaining cycle and target plan in the user panel, then submit the change after confirmation. If usage has only increased temporarily, compare the consumption models of a monthly subscription and a data package first to avoid frequent switching.
Which payment methods are supported?
Alipay / WeChat Pay / USDT are supported. Before paying, confirm the order amount and selected plan in the user panel. After payment, return to the order page to check the status. If the status does not update promptly, do not create the same order again; keep the payment record and submit a ticket through the user panel for verification.
How do I request a refund?
29VPN offers a 60-day, no-questions-asked refund. To request one, sign in to the user panel, open the relevant order and submit a ticket with the refund request and order details. Confirm that the correct order is selected and keep the payment record so the order status and original payment information can be checked.