Troubleshooting at a glance
VPNBe FAQ guide
Find steps by issue, from importing a subscription and changing devices to troubleshooting routes and requesting a refund. Each answer starts with what to check, how to proceed, and what information to include in a ticket if the issue remains unresolved.
How to find answers
Troubleshoot step by step based on where the issue occurs
If the issue occurs while signing in, retrieving a subscription, or changing devices, start with “Accounts & subscriptions.” If the client has imported the subscription but cannot connect, or only some apps fail, check “Connections & troubleshooting.” When the connection works but performance is unstable, move to “Speed & routes.” Orders, data resets, payments, and refunds are covered under “Billing & refunds.”
When troubleshooting a connection, first confirm the account and plan status, then refresh the subscription before switching routes or changing client settings. Changing several options at once may seem faster, but it makes the cause harder to identify. Subscription URLs are account information; cover the full URL in screenshots, recordings, and ticket attachments.
Accounts & subscriptions
This section covers registration, subscription access, subscription refreshes, device changes, and supported platforms. A subscription is used to import route settings into a client and should not be shared publicly as an ordinary link.
What do I need to register for VPNBe?
No email address is required. Create an account with a username and password. Use a unique password and keep your username safe; you’ll need these details to sign in to the user panel, access your subscription, and submit tickets.
Where can I get my subscription link?
Sign in to the user panel and open the client and subscription section. Choose the client for your device and retrieve your subscription. The subscription URL is account information: import it into your client, and never post it in group chats, forums, or other public places.
How do I update my subscription link?
Find the update subscription or refresh configuration option in your client, then reload the route list. If the old content still appears, copy the current subscription again from the user panel and re-import it. Make sure the copied link is complete, including its ending.
Do I need to choose a new plan when I switch devices?
No. VPNBe supports unlimited devices. Sign in to the same account on the new device, then retrieve the client and subscription for its platform from the user panel. If the old device is no longer in use, delete the saved subscription details to reduce the amount of account information left on an idle device.
Which device platforms does VPNBe support?
Windows / macOS / iOS / Android / Linux are supported. Import steps and system permission prompts vary by platform. Open the downloads and subscriptions page from the user panel, then follow the instructions shown for your device to get and configure the client.
Connections & troubleshooting
Connection issues usually require separate checks of account status, the local network, subscription content, client permissions, and app routing. Troubleshooting in order is more effective than repeatedly reinstalling or changing several settings at once.
What should I check first if the client suddenly won’t connect?
First confirm that your plan is still active and has sufficient data. Then refresh the subscription and try another route in the same region. If the issue persists, fully disconnect the client, reopen the network connection, and try again. Change only one condition at a time so you can tell whether the cause is your local network, client configuration, or the current route.
Why can my browser connect while a particular app cannot use the proxy?
This is usually related to the client’s proxy mode or app routing rules. Check whether the app has been added to a direct-connection or bypass list, then confirm that the client has the network permissions required by the system. After changing the settings, fully close and reopen the app so the new network path takes effect.
What should I do if the client says the subscription update failed?
First confirm that your current network can open the user panel normally. Copy the subscription again and check for spaces or missing characters at either end of the link. If the account is in good standing but the update still fails, delete the old subscription in the client and import it again. Include your platform, the client’s message, and the steps you took in the ticket.
How can I restore internet access after switching routes?
Disconnect inside the client and quit the app first, allowing the system to return to a regular connection. Confirm that the local network itself works, then reopen the client and choose another route. If there is still no internet after quitting, check that the system proxy has been disabled and reconnect to the local network.
What information should I include in a connection-support ticket?
State your platform, the error shown in the client, the selected region and route type, what you were doing when the issue occurred, and the troubleshooting steps you have already tried. Cover subscription URLs and account details in screenshots. The more complete the information, the easier it is to identify where the problem occurred.
Speed & routes
Route performance depends not only on the route name, but also on your local network, the target service’s region, and how you use the connection. Identify the target region first, then compare routes under the same conditions for more meaningful results.
How can I reduce video buffering during peak hours?
Pause local downloads, cloud syncing, and other tasks that continuously use bandwidth. Then refresh the subscription and switch to another route in the target region. Don’t rapidly cycle through multiple routes; compare them one at a time at the same quality level and on the same local network, and keep the one with more stable playback.
How should I choose between multiple routes?
Filter by the region where the target service is located, then choose a route type based on your use case. For everyday work and continuous video, compare IEPL or relay routes first; for occasional browsing, a direct route may also be worth trying. The route name is only one factor—consider your local network and the target service’s performance as well.
How broad is VPNBe’s route coverage?
VPNBe covers 110+ countries / 150+ routes. Routes are organized by region and type, so you don’t need to try every route. Identify the region required by the target service first, then compare available routes within that region for a more stable result.
What should I do if an AI tool or streaming service reports a region mismatch?
Confirm that the selected route region matches the target service’s requirements, then fully close and reopen the app or webpage. If the service still uses the previous region, switch to another route in the same region and check whether the client has set the app to connect directly. Availability also depends on the target service’s own rules.
Why do different speed-test tools show different results?
Results are affected by the test server’s location, local Wi-Fi, congestion on the target network, and tasks running during the test. When comparing routes, keep the device, network environment, and test target consistent. Also consider real-world webpage loading, meetings, or video playback instead of relying on a single speed test.
Billing & refunds
Monthly subscriptions and data bundles use different data rules. Before creating an order, confirm your usage frequency, required data, and current plan status. For payment questions or refund requests, submit a ticket through the user panel and keep your order details.
Which monthly subscription plans are available?
Monthly plans are ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Data resets monthly on the activation date. Choose a tier based on your usual video, file-transfer, and work needs rather than a single speed-test result.
What data bundles are available, and do they expire?
Data bundles are ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They remain valid until used and never expire. Bundles suit users with irregular usage who prefer to manage data according to actual consumption; choose based on your long-term needs.
When does monthly data reset, and what happens if I upgrade mid-cycle?
Monthly data resets on the activation date rather than at the start of a calendar month. For a mid-cycle upgrade, the price difference is prorated across the remaining days. Check your current plan and remaining balance in the user panel before deciding whether to adjust it.
Which payment methods are supported?
Alipay / WeChat Pay / USDT are supported. Open the user panel, choose a plan, create an order, and complete payment using the method shown on the page. Don’t create duplicate orders for the same purpose. If the status does not update promptly, keep the order details and ask through a ticket.
How do I request a refund?
VPNBe offers a 60-day no-questions-asked refund. To request one, sign in to the user panel and submit a ticket with the relevant order details and your refund request. Keep the order status page, and never post account details, subscription URLs, or sensitive payment information publicly.