Support index
Subscription, Connection and Billing FAQ
Find the right solution by issue stage: confirm your account and subscription first, troubleshoot the client connection and route next, then check the plan period, payment or refund status.
90+ countries / 200+ routes
Unlimited devices
No email address required
14-day refunds
Account & subscription
Account and subscriptions
Get help with account access, subscription retrieval, device changes and platform selection.
What information is required to create an account?
A username and password are all you need; no email address is required. Keep your credentials secure and avoid saving your login on untrusted devices. After switching browsers or devices, use the same account to access the user panel.
Where can I find my subscription link?
Sign in to the user panel and open the subscription or client section. Copy the subscription details for your account, then add them through your client’s import option. The site’s marketing pages do not provide static subscription URLs, and sharing subscription details with others is not recommended.
How do I update my subscription link?
Find the imported subscription in your client and refresh or update it. If the existing entry cannot be updated, copy the current subscription details again from the user panel and replace the old entry. Reopen the route list afterward to confirm that the latest routes have loaded.
Do I need to buy again after switching devices?
No. You do not need to purchase again when changing devices. 4kVPN supports unlimited devices: sign in to the user panel with your existing account, obtain the client and subscription on the new device, and import them again. Keep subscription details secure when sharing an account.
Which operating systems are supported?
Supported platforms include Windows / macOS / iOS / Android / Linux. Client interfaces and import options may differ by system. Open the download section in the user panel for platform-specific instructions rather than applying steps from another platform.
Connection checks
Connections and issues
Troubleshoot step by step, starting with the local network, client status and system settings.
What should I check first if the client suddenly cannot connect?
First confirm that your plan still has available data, then update the subscription and test another route. Check that the client shows as connected, the system time is correct, and no other tool is taking control of the network. After checking, restart the client and connect again.
Why can’t a particular app use the proxy?
A common cause is rule-based routing: the target app’s connection is not covered by the proxy rules. Switch temporarily to a broader connection mode for comparison. If access works afterward, review the rules and check whether the domains and connections used by the app are set to direct connection.
What should I do if it says connected but websites still will not open?
Try other websites first to determine whether the issue affects only one destination, then switch routes and reconnect. If no websites are accessible, disconnect temporarily and confirm that the local network works normally. Close any conflicting system proxy settings, then let the client take control of the connection again.
What should I do if it stops working after a system or client update?
A system update may reset network permissions or proxy settings. Quit and reopen the client, check that connection permissions are still valid, and refresh the subscription. If the old configuration still fails, delete the old subscription entry in the client and import the current subscription again from the user panel.
What should I do if switching routes has no effect?
After selecting a new route, the client must establish a new connection. Selecting a route in the list without reconnecting may leave the existing connection on the old route. Disconnect first, select the target route, and connect again. Then reopen the target website or app so the old connection is not reused.
Route selection
Speed and routes
Choose routes around the destination you need to access, not just a single speed-test result.
How should I choose a route during peak-hour slowdowns?
Keep the destination unchanged and compare other routes in the same region. If the slowdown continues, try a region closer to the target service. Close bandwidth-heavy background tasks during testing and use the same content for each test to avoid mistaking local network fluctuations for a route issue.
Should I choose a route region based on my location or the target website?
Usually start with the region where the target website or service is located, then consider the path from your location to that region. When accessing content from different regions, you do not need to use the same exit every time. After changing destinations, compare nearby and frequently used regions again based on actual connection performance.
Why does the same route perform differently in different apps?
Different apps may connect to servers in different regions, use different content delivery paths, or establish connections differently. The local network may also route different traffic along different paths. A route that works well for web browsing may not perform the same way in every app, so judge it by the target’s loading, playback or login result.
How broad is the route coverage?
4kVPN covers 90+ countries / 200+ routes. When choosing a route, do not focus only on the count. Test options based on the destination, your location and the current network. After the route list is updated, refresh the subscription in the client to load the currently available routes.
Why is real-world access slow even when the speed test looks good?
Speed tests usually reflect performance between the test target and the current exit only. The actual website may use a different content delivery path. Test directly with the target website or app, compare routes in other regions, and check whether downloads, syncing or updates are using the local network.
Location directory
Need to browse routes by region?
View global routes
The routes page explains coverage regions, route types and how to choose between them.
Billing & refund
Billing and refunds
Review monthly plans, data packages, upgrade rules, payment methods and refund requests.
What monthly plans and data allowances are available?
Monthly plans are ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Choose based on your typical usage rather than comparing price alone. If your needs change, review the available plans in the user panel.
When does monthly plan data reset?
Monthly plan data resets each month on the activation date rather than at the start of the calendar month. Check the account’s activation cycle when reviewing your balance. If data is low near the reset date, verify the current cycle and usage history before changing plans.
Do data packages expire?
Data packages remain available until used and never expire. Available options are ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They are suited to users with irregular usage who prefer to allocate data according to actual consumption.
How are mid-cycle plan upgrades handled?
For a mid-cycle monthly plan upgrade, the price difference is converted based on the remaining days. Before upgrading, check the current plan, remaining period and target plan in the user panel, then confirm the result shown on the page before proceeding. This avoids confusing an upgrade with selecting a new data package.
Which payment methods are supported?
Supported methods include Alipay / WeChat Pay / USDT. Use the payment entry shown on the order page in the user panel, rather than a page forwarded by someone else. After payment, return to the order section to check the status and avoid submitting the same order again before its status updates.
How do I request a refund?
If you are not satisfied with your first payment, you can request a full refund within 14 days. Sign in to the user panel, submit a refund request through a ticket, and include the relevant order for verification. Eligibility is determined by the first-payment status and the time the request is submitted.
Still checking
Still need help?
Before submitting a ticket, prepare the platform you use, the current route, the steps that led to the issue and any message shown by the client. For order-related questions, include the relevant order so the account status can be checked directly.