Account, Connection & Subscription FAQs

No email address is required. Create an account with a username and password. In the user panel, choose credentials you can keep securely and follow the on-screen instructions. Use a unique password and store it in a trusted password manager. Your account is where you view plans, orders, and subscriptions; server names in the client are not login credentials. Before setup, make sure you can sign in to the panel. If you already have an account, use it to avoid splitting orders across accounts and losing track of your subscription.

There is no device limit for simultaneous connections, so changing devices alone does not require a new plan. Sign in to the user panel on your new device, download a compatible client, and import your subscription. Windows, macOS, iOS, Android, and Linux are supported, though button labels and system permission prompts may vary by platform. When using multiple devices, keep an eye on your data balance and plan status; unlimited devices does not mean unlimited data. Before handing an old device to someone else, remove the subscription and any saved account details.

Download the client from the user panel and get your subscription there after signing in. Clients are available after login on platforms other than iOS; the iOS download option depends on your plan status in the panel. Installing a client and getting a working subscription are separate steps: after installation, import your subscription, choose a route, and connect. Don’t paste a marketing page URL into the subscription field or copy configurations from unknown sources. If the available options don’t match what you expect, check the signed-in account and plan status, then contact support through a ticket.

If your subscription link hasn’t changed, first update it from the subscription or configuration list in your client so it can reload the route information. If the update fails, sign in to the user panel to check your current subscription, then make sure the saved address is complete and contains no extra spaces or line breaks. If the link in the panel has changed, replace the old address with the current one, update the configuration, and choose a route again. Menu names vary by client; the key is to update the subscription source, not just refresh the connection page. Don’t post your full subscription link in a public forum.

A subscription link may contain information that grants access to your account configuration, so protect it like a password. For troubleshooting, share the client name, operating system, error message, and screenshots with sensitive details obscured—not the full link in a public post. Before sharing a screenshot, check the address bar, QR codes, and configuration details so nothing readable is left exposed. If you think your link has been leaked, check whether the panel offers a reset option and follow its instructions. If it doesn’t, explain the situation in a support ticket; don’t guess at or edit fields in the link yourself.

Disconnect the client and make sure your current network can reach everyday websites. Then sign in to the panel to check your plan status and remaining data. Update your subscription, choose a route again, and check whether the client has the network permissions required by your system. If every route fails, check the subscription address, client configuration, and local network. If only one route fails, compare it with another. Change one setting at a time and keep the error message so you can identify the cause; changing rules, routes, and system settings all at once makes that difficult. If the issue persists, submit your troubleshooting results in a support ticket.

A working browser doesn’t mean every app uses the same network path. Some apps don’t follow the system proxy, and client rules may send some connections directly. App-specific region or account requirements can also affect access. Check the client’s connection logs to see whether requests from the app reach the client and which rule they match. If the client supports another traffic-handling mode, you can test it after reviewing the system permission prompts. Keep the route unchanged during the test so you don’t mistake a rule change for a route change. If requests pass through the client but still fail, check the app’s error message and the target service’s requirements.

A connected status usually means the client has established a connection; it doesn’t guarantee that a website is reachable. Try more than one site to see whether the problem affects a single destination or everything, then check the client’s request logs and error messages. Next, confirm that your subscription is up to date, your system clock is correct, and no other software is changing your network settings. Switch routes and send a fresh request rather than relying on a page that hasn’t been reloaded. If your local network also fails when the client is disconnected, troubleshoot the local connection first. If the problem only occurs while connected, focus on proxy rules and DNS settings.

After switching networks or waking a device from sleep, the existing connection may need to be re-established, but you usually don’t need to reconfigure your account. Make sure the new network is working, then disconnect and reconnect in the client, choosing another route if needed. If an app is holding on to an old connection, close and reopen it so its requests use the new connection. Don’t delete the entire configuration over a temporary interruption; keep your subscription source and existing rules. If the issue keeps happening on the same type of network, note the circumstances, operating system, and client message, then include reproducible steps in a support ticket to help distinguish local issues from route issues.

Sign in to the user panel and open the support ticket form. Include your operating system, client name, selected route, the affected app or website, and the full error message. Also list what you’ve tried—for example, updating the subscription, switching routes, or changing networks—and whether the result changed. Distinguish between being unable to connect, connecting but not loading pages, and an issue limited to one app. This helps narrow down the cause. Hide passwords, full subscription links, and other credentials in screenshots, and check logs for sensitive information before sharing them. Keep all details in one ticket and add results there as you receive replies.

VPNCome covers 110+ countries with 250+ routes, including IEPL dedicated lines, relayed routes, and direct connections. A region determines where your traffic exits; a route type describes how the connection is carried. They are not the same thing. Before choosing a route, check the region requirements of the service you want to use, then select a suitable option from your current client subscription. The server locations page shows example regions and route types; the routes actually available to you are those shown in your updated subscription and user panel. Coverage does not mean every route works for every app, so check the results for your own use case.

Use route type as a starting point for comparison, not as a guarantee of speed. IEPL dedicated lines, relayed routes, and direct connections use different connection paths, and your experience also depends on your local network, exit region, and target service. Choose a region that fits your needs, then compare route types using the same website or app. Messaging, page loading, and video playback can perform differently, so don’t decide by the route name alone. If a type doesn’t work well on your current network, compare it with another while keeping the test conditions consistent. This helps show whether the difference comes from the route or your local environment.

Check the connection path first; peak-hour slowdowns alone don’t mean you need a plan with more data. Pause syncing or downloads that are using your network, compare routes in the same app, and then try another route type. If possible, test on a different local network too. If only one destination is slow, check whether the service itself is having issues. A plan’s data allowance and the quality of your current connection are separate factors; a larger data allowance is not a speed guarantee. Note the route, circumstances, and comparison results so support can investigate more effectively than if you report only that it’s slow.

Check the service’s requirements for region, account, and content first, then choose an appropriate exit region. AI tools and streaming services may check your network location, account status, or other conditions, so a connected route does not guarantee access. If you see a region-related message, keep the exact message and check whether the client is routing the request through your selected route. Then try a region that meets the service’s requirements. Keep your account and other settings unchanged during testing so you can identify the cause. Availability varies by service; no single region is guaranteed to work for everything.

Keep your local network, target service, and client settings the same while comparing routes. Check the results that matter for your use, such as whether a page loads fully, a conversation stays connected, or a video keeps buffering. Connection tests in the route list only show how the route performs against a particular test target; they can’t replace testing the app you actually use. Don’t change the rule mode, exit region, and local network at the same time, or it will be hard to explain the difference. If the issue affects one app, record results for that app rather than drawing conclusions from another website. If the problem persists, include your test conditions and results in a support ticket.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data resets monthly on your activation date. When you upgrade mid-cycle, the price difference is converted into the remaining days. Consider your typical usage before choosing a plan; video, file transfers, and app syncing can all use data. Check your remaining data and plan status separately in your account. A monthly reset happens on your activation date, not at the start of each calendar month. For your account’s reset date, upgrade outcome, and order status, refer to the user panel. If anything is unclear, confirm it in a support ticket before proceeding.

Data packs: ¥158 for 300GB · ¥358 for 1000GB · ¥658 for 3000GB. They last until used and never expire. Monthly plans reset data each month on your activation date; the main difference is how data is used and reset. If your usage varies, compare a data pack with your typical consumption. If you use the service regularly, compare your needs with a monthly plan’s allowance. “Never expires” describes the data pack policy; it doesn’t mean unlimited data or imply any other unstated guarantee. If you already have a plan, check the panel’s notices to see how your current benefits will be handled before choosing another billing option.

Alipay, WeChat Pay, and USDT are supported. Follow the instructions on the order page in the user panel. After paying, return to the panel to check the order status and confirm you’re signed in to the account that placed the order. If the payment provider shows the payment as complete but the panel doesn’t show the expected status, keep your order number, payment receipt, and relevant messages, then ask support to check through a ticket. Don’t repeat the payment just because the page hasn’t updated, and don’t post payment receipts publicly. You can include the payment method and status in your ticket, but hide account details that aren’t needed to investigate the order.

VPNCome offers a 7-day no-questions-asked refund. To request one, sign in to the user panel and submit a refund request through a support ticket, including the relevant order so the payment and plan records can be checked. The refund policy page contains the full terms and eligibility details; read it before submitting. A brief summary on a marketing page does not replace the full policy. If you’ve already opened a ticket about the same order, add your refund request there to keep the context together. Don’t post payment receipts or account credentials publicly. Submitting a request doesn’t mean processing is complete; check the ticket for the outcome.

For a mid-cycle upgrade, the price difference is converted into the remaining days. Before proceeding, check the target plan, current status, and order details shown in the panel. Before renewing, confirm the account, plan, and billing method so you don’t confuse a monthly plan with a data pack. If the order details don’t match your understanding, pause and ask support through a ticket rather than guessing at benefits that aren’t specified. After the operation, check the result in your account overview, then update the subscription in your client and test the connection. The plans page lists public prices; check your specific order and changes to account benefits in the panel.