Account & subscriptions
Handle account setup, subscription imports, configuration refreshes, and device changes. Use the user panel as the source of truth for subscription details; do not obtain configurations from public pages.
What do I need to set up an RZVPN account?
A username and password are all you need—no email address required. Set a unique password for this service and store it securely; you will need these account details to access the user panel, retrieve your subscription, and submit support tickets.
How do I update my subscription link?
First, sign in to the user panel and copy the current subscription again from the download and subscription section. Then open the client’s subscription manager and run an update. Check that the route list has refreshed. If old entries remain, delete the old subscription configuration in the client and import it again from the user panel. Do not share the subscription link or place it on a public page.
Do I need to buy again after changing devices?
You do not need to purchase again when changing devices. RZVPN supports unlimited devices, so the subscription linked to one account can be used on Windows, macOS, iOS, Android, and Linux. Sign in to the user panel on the new device to download the client and subscription again. Remove local configurations and sign out on devices you no longer use.
Why are there no routes after importing my subscription?
First, make sure you copied the complete subscription from the user panel—not a browser address or a route name. Then update the subscription in the client and check that the active configuration has switched to the newly imported subscription. If the client reports a format error, delete the configuration and copy and import it again. If it still will not refresh, attach the client message and screenshots of the steps to your support ticket.
Connections & troubleshooting
Troubleshoot in order, starting with the local network, then the client status and routing settings. Change one condition at a time whenever possible so multiple changes do not interfere with each other.
The client says it is connected, but webpages will not open. What should I do?
Disconnect first and confirm that the original network can access regular webpages. Reconnect and switch to another route. Then check whether the client has enabled the system proxy or the relevant system-wide routing mode, and temporarily close other proxy tools that may also be controlling network traffic. If only a specific website is inaccessible, clear that site’s cache or test it in another browser.
Why is a particular app not using the proxy?
A common reason is that the client is only handling browser traffic, or that routing rules have classified the app for direct access. Switch to a mode that handles system traffic and compare the results, then review the routing policy and the app’s network permissions. If other apps work normally, the issue is usually related to the app’s cache, built-in DNS, or connection reuse. Fully quit the app and reopen it for a clearer test.
How do I troubleshoot a connection button that does nothing or keeps disconnecting?
First confirm that the subscription updates normally, then quit and reopen the client. Retry after switching networks to help distinguish a local network restriction from a client configuration issue. Also check that the system clock is accurate, proxy permissions have been granted, and no other tool is modifying network routes. When submitting a ticket, include the platform, the client message, and the steps to reproduce the issue for faster diagnosis.
Why does my exit location stay the same after switching routes?
The client may still be reusing a connection established before the switch, and the browser may retain an existing session. After switching routes, close open pages and related apps, then start a new connection. If necessary, disconnect and reconnect the client. Make sure you selected a specific route rather than leaving the exit location to an automatic policy group. Use the IP check page on this site to verify the current exit information.
Speed & routes
Route performance cannot be judged by a single metric. The target service, local access, exit congestion, and existing sessions can all affect the actual experience.
How should I handle video buffering during peak hours?
Pause the video and switch to another route in the same region instead of repeatedly reconnecting to the current one. Lower the player quality to compare results and determine whether the issue is on the cross-border link or the content platform. Local broadband congestion may also be worse during peak hours, so test wired and stable wireless networks separately. If several regions continue to experience issues, submit the time, target service, and route name in a support ticket.
How do I choose the right route?
For regular webpages and developer tools, start with a nearby route that offers a stable connection. For Streaming or AI Tools, also consider the target service’s regional rules. Do not rely on the latency shown by the client alone; opening a page, playing content, or running a streaming response provides a better view of the current link. After switching routes, reconnect the target app so an old session does not affect the result.
Why is downloading still slow even though route latency is low?
Latency mainly measures round-trip request time; it is not the same as sustained transfer speed. Download performance is also affected by local access quality, target-server throttling, congestion at the cross-border exit, and the efficiency of a single connection. Try another route in the same region and compare different target files. If only one site is slow, the cause is more likely that site or its delivery path.
What areas does RZVPN’s route network cover?
RZVPN covers 120+ countries / 160+ routes. Start by filtering for the region where the target service is available, then test the connection under your current network conditions. These figures describe the available range and do not mean every target service will produce the same result for every account or regional rule. If the region is detected incorrectly, switch to a route for the relevant region and establish a new session.
Billing & refunds
Monthly subscriptions and traffic packages use different traffic rules. Before submitting an order, check the plan details against your actual usage frequency and the order information in the user panel.
What monthly subscription plans are available, and when does traffic reset?
Monthly plans include ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Traffic resets monthly on the activation date. Consider your usual usage when choosing a plan; video, system updates, and large file transfers typically use more traffic than text webpages. Check the user panel for the current plan status and remaining traffic.
Do traffic packages expire?
Traffic packages remain available until used and never expire. Options include ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They suit users with irregular usage who prefer to consume traffic as needed; monthly subscriptions reset each month on the activation date. Compare both billing models on the plans page before choosing one in the user panel.
How is a mid-cycle monthly plan upgrade calculated?
For a mid-cycle monthly plan upgrade, the price difference is prorated against the remaining days. Before upgrading, check the current plan, remaining status, and target plan in the user panel, then submit the change after confirming the details. If you only need extra traffic occasionally, compare the traffic packages, which never expire, instead of judging solely by the plan name.
Which payment methods are supported, and how do I request a refund?
Alipay, WeChat Pay, and USDT are supported, along with a 14-day no-questions-asked refund. To request a refund, sign in to the user panel and submit a ticket with the relevant order and request details. Do not paste account or order information on public pages. Keep payment records and client error messages available so the subscription status and issue history can be checked.