SUPPORT REFERENCE
Cross-Border Connection Guide
Start with your account and subscription, then troubleshoot client connections, app routing, peak-hour routes and billing rules step by step. Answers are organized by the stage where an issue occurs: identify the category first, then follow the relevant action.
ACCOUNT / SUBSCRIPTION
Accounts & subscriptions
Handle account creation, subscription updates, device changes and client access. Treat the subscription link as an account credential, and copy or update it only through the user panel.
Do I need an email address to create an account?
No. vpnLe lets you create an account with a username and password, without an email address. Use the username to sign in to the user panel, and keep the password private rather than reusing it elsewhere. After creating an account, you can view plans, get clients and manage your subscription in the user panel.
How do I update my subscription link?
Open the user panel and copy the current subscription first, then find the update subscription, refresh configuration or retrieve configuration option in your client. Do not edit the subscription manually before updating. If the client still shows old routes, delete the old configuration and import it again. A subscription link is an account credential and should not be forwarded or displayed publicly.
Do I need to purchase again after changing devices?
No. Changing devices does not require another purchase. vpnLe allows an unlimited number of devices online at the same time, using the active subscription linked to one account on Windows, macOS, iOS, Android and Linux. When an old device is no longer in use, remove the saved subscription from it to prevent the link from being accessed.
Where can I get the client and subscription?
Sign in to the user panel, open the client section and get the version for your operating system. Then copy the subscription from the account overview and import it. Supported platforms are Windows / macOS / iOS / Android / Linux. Marketing pages do not provide static installers or real subscription addresses; clients and subscriptions are delivered through the user panel.
CONNECTION / FAILURE
Connections & issues
Troubleshoot connection problems in this order: subscription status, client mode, route and local network. Change only one setting at a time so you can identify the source of the issue.
Why can’t I connect after importing the subscription?
First confirm that the plan is still active and refresh the subscription in the client. Then try a route in another region or with a different route type, and check whether the client has system proxy or tunnel mode enabled. If you have just changed networks, disconnect the old connection before reconnecting. If the issue continues, note the operating system, client message and selected route, then submit a ticket through the user panel.
Why can only one app not access the internet through the proxy?
A common cause is an app-specific rule in the client that does not include the target app. The app may also be keeping a connection session from before the route was changed. Check app-specific proxy rules, the bypass list and the current mode. Add the target app to the appropriate rule, then fully quit and reopen it. If global mode works, the problem is usually in the split-routing rules rather than the subscription itself.
What should I do if the connection stops working after switching networks?
After the network environment changes, the existing connection may remain bound to the old interface. Disconnect in the client, wait for the system to complete the network switch, then select a route and connect again. If the connection does not recover, close and reopen the client, and check the system time and network permissions. Do not import the same subscription repeatedly, or you may accidentally select an old configuration while troubleshooting.
How do I troubleshoot a failed subscription update in the client?
First confirm that you copied the complete subscription currently shown in the user panel, not sharing content generated inside the client. Check for extra spaces at either end of the link, then try the client’s manual update function. If the old subscription has not refreshed for a long time, copy it again from the user panel and overwrite the existing import. Never submit a real subscription to a public webpage or discussion forum.
SPEED / ROUTING
Speed & routes
Route selection is not just about latency. Web browsing, Streaming, file transfers and AI Tools prioritize latency, bandwidth, packet loss and session stability differently.
What should I do about slow speeds during peak evening hours?
Evening slowdowns usually involve route congestion, the target service’s region and the local network. Keep the current client settings and switch only to another route in the same target region. A clear improvement suggests that the original route was congested at that time. If every route is slow, check downloads, syncing and video tasks on the local network, and compare the actual performance of direct, relay and dedicated routes.
Is the route with the lowest latency always the best choice?
Not necessarily. Latency mainly reflects round-trip connection speed, while video playback, file transfers and long sessions are also affected by available bandwidth, packet loss and the target service’s region. For web browsing, compare latency first. For Streaming, also watch buffering and picture-quality stability. AI Tools place more emphasis on session continuity. Choose a route based on the specific destination.
How should I choose between direct, relay and dedicated routes?
Direct routes have a simpler path and work well when the local network has a smooth connection to the target region. Relay routes pass through an optimized entry point and can help when cross-region paths fluctuate. Dedicated routes focus more on link stability. A protocol name alone does not determine the experience; also compare the entry region, exit region, target service location and current network conditions.
How should I choose a region for AI Tools or Streaming?
First check which regions the target service supports and where the account is based, then choose the corresponding exit route. For AI Tools, keep the exit region stable throughout a session and avoid frequent switching. For Streaming, select a route for the relevant content region and reopen the app after switching. vpnLe covers 90+ countries / 200+ routes, so you can compare options for each destination.
BILLING / REFUND
Billing & refunds
Monthly subscriptions and data packages use different data rules. Before paying, confirm the selected item, data allowance and reset policy, then complete checkout in the user panel.
What prices and data allowances are available for monthly subscriptions?
Monthly subscriptions are: ¥9.9/month with 60GB · ¥18/month with 250GB · ¥28/month with 500GB. Data resets monthly on the activation date. Review your recent usage before choosing; web browsing, AI Tools, video playback and file transfers consume data differently, so the plan name alone should not determine your choice.
Does a data package reset every month?
No. Data packages remain available until used and never expire. Prices are: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. They follow different rules from monthly subscriptions, which reset on the activation date, and suit people whose usage varies or who prefer to use data as needed.
How is a mid-cycle upgrade to a monthly subscription calculated?
For a mid-cycle upgrade, the price difference is prorated over the remaining days. Before upgrading, check the current plan, remaining status and target plan in the user panel, then proceed once confirmed. Monthly subscription data still resets on the activation date; an upgrade should not be treated as purchasing a separate data package.
Which payment methods are supported?
Alipay / WeChat Pay / USDT are supported. Available methods are listed during checkout in the user panel. Before paying, verify the plan name, data type and amount. Monthly subscriptions and never-expiring data packages follow different rules, so do not choose solely by price.
How do I request a refund?
vpnLe offers refunds within 60 days without requiring a reason. To apply, sign in to the user panel, open the ticket portal and provide the relevant order and refund request. Further handling is based on the order verification in the ticket. Before submitting, check the selected route, client mode and subscription update status to distinguish configuration issues from a change in plan needs.
Still unresolved
Submit a ticket with your troubleshooting results
In the user panel, describe the system environment, symptoms, selected route and steps already taken. If an order is involved, include the relevant order details. Do not submit subscription content publicly.