Common questions are organized in the order you use the service—from accounts and subscriptions to connections, routes and billing rules. When something goes wrong, first define the scope of the issue, then adjust the network, route or client settings one at a time.
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A
Account & Subscription
Guidance on account credentials, subscription updates, device changes and supported platforms. Keep your account details and subscription link secure, and retrieve the latest link from the user panel whenever the client needs an update.
What do I need to prepare to create a ZVVPN account?
No email address is required. Create an account with a username and password. These credentials are used to sign in to the user panel, view plans and access your subscription, so store them securely after setup. When using ZVVPN on another device, enter the same account credentials rather than creating another account, which could split your plans and orders across accounts.
How should I update my subscription link?
First sign in to the user panel and copy the current subscription again from the subscription section. Then open the client and run its subscription update or refresh the configuration. Before updating, check that the copied link has no extra spaces and was not truncated by a chat app. If the client still shows old routes, delete the old local configuration and import it again. Keep the subscription link with your account credentials and never publish it on a public page.
Do I need to buy another plan after switching devices?
You do not need to buy another plan when changing devices. ZVVPN supports unlimited simultaneous devices. Sign in to the user panel on the new device, download the client and current subscription, and import them again. When retiring the old device, delete its local subscription and saved account details. Plan traffic remains tied to the same account and does not create a new allowance when you switch devices.
Which systems support ZVVPN?
Supported platforms include Windows / macOS / iOS / Android / Linux. Sign in to the user panel, open the client download area, and get the client and subscription for your system. Permission names and import locations vary by platform, but the basic process is the same: install the client, import the subscription, refresh the route list, choose a route and verify the outbound network.
B
Connection & Troubleshooting
A successful connection only means the client has established a tunnel; you still need to confirm that system traffic is entering it. During troubleshooting, distinguish between a website issue, a single-app issue and a device-wide issue instead of treating different causes as one problem.
The client says it is connected, but websites still will not open. What should I do?
Disconnect first, switch to another route and try again. Then confirm that the client has permission to use the system proxy or network extension. If only the browser fails, temporarily disable any proxy or extension configured inside the browser. If no apps open sites, check the system time, DNS settings and whether the local network works on its own. Reconnect after making changes, then verify the traffic path with an outbound IP and DNS check.
Why is one app not using the proxy?
This is usually related to the client’s routing rules, the scope of system proxy support or the app’s own networking implementation. Switch the client from rule mode to a broader connection mode for comparison. If the app works after switching, the original rules did not match its domain or connection. Also check whether the app has its own proxy, private DNS or direct LAN setting enabled, then fully quit and reopen the app after making changes.
How should I troubleshoot a failed subscription update?
Copy the subscription again from the user panel and confirm that the account plan is active, then check that the address saved in the client is complete. If the current network cannot complete the update directly, switch networks or refresh again after connecting through an available route. If it still fails, delete the old subscription and import it again. When submitting a ticket, include the platform, the client’s message and the network environment where the problem occurred, but do not include the full subscription content.
What should I do if the connection drops frequently after the mobile app goes into the background?
Mobile operating systems may pause the client when the screen is locked or the app is in the background. Check the client’s background activity, network extension and battery-management permissions, and do not mark it as a restricted app. If the connection does not recover after switching networks, return to the client, disconnect manually and reconnect. If the issue affects only one route, try another route in the same region and mention the system, network environment and circumstances of the drops in your ticket.
C
Speed & Routes
Cross-border connections are affected by the local network, entry path, outbound region and target service. When choosing a route, assess stability over sustained use rather than judging it by a single page-load test.
What should I do first when the connection slows down at peak times?
First determine whether the local network has slowed down or the current cross-border route is congested. Disconnect ZVVPN and open familiar local websites for comparison, then connect to another route in the same region and test again. During peak hours, the geographically closest route is not always best; transit paths and outbound congestion also affect performance. Change one condition at a time and compare the network, route and client mode in sequence so the cause remains clear.
Should I choose a route by region or by use case?
For ordinary browsing and messaging, start with a nearby region that offers a stable connection. For services with region-specific content, choose an outbound region that matches the target content area. If several routes are available in one region, compare page-loading speed, sustained transfers and dropouts in practice rather than checking only whether the connection succeeds. ZVVPN covers 120+ countries / 170+ routes, so you can switch to another route in the same or a nearby region when the current route fluctuates.
What should I do if video quality drops or playback keeps buffering?
Pause playback, switch to another route in the same region and reopen the video page so the platform can reassess the outbound region and available bandwidth. If playback starts normally but slows during continued viewing, also check the local Wi-Fi network, background downloads and traffic used by other devices. Auto quality is useful for testing connection stability; restore the target quality after the route stabilizes to distinguish brief congestion from sustained insufficient bandwidth.
How should I choose a route when an AI tool connection is unstable?
First confirm that the target service is available from the selected outbound region, then prioritize a route with a stable connection. Text chats do not need high burst speed, but a broken long-lived connection can stop a response or reload the page. When uploading files, also watch for stable sustained transfer. If the page opens but a request fails, try another route in the same region, clear the old session and retry, and check whether a browser extension is rewriting network requests.
D
Billing & Refunds
Monthly subscriptions and traffic packages use different measurement methods. Before ordering, verify the plan name, traffic allowance and account. For upgrades or refund requests, open the user panel from the account used for the original purchase.
What monthly plans are available, and when does traffic reset?
Monthly plans are ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Traffic resets monthly on the activation date. Choose based on actual use such as browsing, video and file transfers rather than a single connection-speed test. If your usage changes, review available plans in the user panel and decide whether to upgrade based on the remaining subscription period.
What is the difference between a traffic package and a monthly subscription?
Traffic packages remain available until used and never expire. Options are ¥158/300GB, ¥358/1000GB and ¥658/3000GB. Unlike monthly subscriptions, which reset each month on the activation date, they suit users with irregular usage who prefer to allocate traffic according to actual consumption. Before purchasing, check the services already attached to the account on the plans page so you do not confuse monthly reset rules with package validity.
How is a mid-cycle upgrade calculated, and which payment methods are supported?
For a mid-cycle monthly subscription upgrade, the price difference is converted into remaining days. The exact result is shown in the order details when you submit the upgrade in the user panel. Supported methods are Alipay / WeChat Pay / USDT. Before paying, confirm that you are signed in to the account that will use the plan and verify the plan name and traffic allowance. After payment, return to the user panel to check the order and subscription status instead of submitting duplicate orders because of a delayed page refresh.
How do I request a refund?
ZVVPN offers a 7-day no-questions-asked refund. To apply, sign in to the account used to purchase the plan, open the ticket area in the user panel and provide the relevant order details and refund request. Keep the order status and payment record available for verification. The refund policy page contains the complete terms. Do not submit the same order’s request from multiple accounts, as this can make verification harder.
Ticket Checklist
Submit Troubleshooting Details
If the issue remains after following the steps above, submit a ticket from the user panel. Include your platform, the message shown by the client, the current network environment, the selected route name, the affected app and the steps you have already tried. Do not submit the full subscription content or your account password.
For connection issues, say whether you cannot connect at all, cannot open websites after connecting, or are seeing a problem only in one app. For speed issues, note whether the problem occurs only at peak times and whether switching to another route in the same region helps. Clear details make it easier to skip repeated checks and move directly to the right troubleshooting step.