For connection problems, start with three steps: ① copy the latest subscription from the panel and update it in your client; ② switch to another route manually; ③ restart the client. If it still isn't working after those three, open a ticket with the client logs, your city and your broadband provider — it makes diagnosis much faster.
Account and Subscription
Sign-up, login, subscription updates and device management — get the account side sorted first.
Do I need an email address to sign up?
No. Sign-up only asks for a username and password — fill those in and you can log in right away, with no verification email to wait for and no need to set up a dedicated inbox. Once you're registered you land straight in the user panel; pick a plan on the pricing page, place your order, and the subscription is added to your account as soon as payment goes through.
How many devices can use one account at the same time?
There's no device limit. The same account can be online at once on Windows, macOS, iOS, Android and Linux — no separate plan for each device, and no logging in and out over and over. A few computers, phones and tablets at home can all stay connected on one account, and they don't interfere with each other.
I've got a new device — do I need to buy another plan?
No. Plans follow your account, not your hardware. Install the client for that platform on the new device, sign in with the same account, then go back to the download page in the panel and copy the subscription across once — that's all it takes. Adding a new device doesn't kill the connection on your old one; both can be online at the same time, so there's no need to sign the old one out first.
How do I update my subscription link?
You can copy the latest subscription link from the download page in the panel at any time, and it takes effect as soon as you re-import it in your client. Most clients also have an Update subscription option — one tap pulls the newest route list, with no need to delete old entries by hand. After any route changes, re-importing once is the simplest fix, and it never charges you twice.
How do I check my remaining data and expiry date?
Log in to the user panel — the overview page shows your current plan, remaining data and expiry date. Data resets monthly on the day you signed up: start on the 5th, for example, and it resets on the 5th of every month after that. If the remaining figure looks off, first check whether a background download or system update is running, and you can also open a ticket in the panel to have it verified.
Connection and Troubleshooting
Won't connect, connects but nothing works, one app ignoring the route — working through the steps in order usually pinpoints it.
The client says I'm connected but pages won't load — what should I check first?
Work through it in order: ① copy the latest subscription from the panel and update it in your client; ② switch to a different route manually and try again; ③ check that your device's system time is accurate — a clock that's off makes the encrypted handshake fail outright; ④ restart the client. If all four steps don't help, open a ticket with the client logs and the sites that won't load.
Why doesn't a certain app go through the route?
Usually the routing rules just don't cover it. In rule mode, only traffic that matches a rule goes through the route; everything else is treated as a direct connection. Add the domains that app uses to your proxy rules, or switch to global mode for a quick test: if it works in global mode, the rule is simply missing, so add the domain and switch back to rule mode.
It won't connect and just keeps spinning — what now?
Switch routes first, trying the entries marked IEPL dedicated line before anything else; then try a different protocol. At the same time, confirm your local network is actually working, your system time is accurate, and your firewall or security software isn't blocking the client. If none of that helps, open a ticket with the client logs, your city and your broadband provider — it makes diagnosis much faster.
After connecting, do sites in mainland China slow down or stop loading?
Usually it's because all your traffic is being sent through the route. Check whether the client is stuck in global mode and switch it back to rule mode; then confirm that common mainland China domains are in the direct rules. In rule mode, sites in mainland China use your local network and aren't affected by the route — only overseas traffic is accelerated — so leaving it in rule mode day to day is the easiest setup.
The client says the subscription import failed — what should I do?
Three common causes: the subscription link wasn't copied in full, the plan has expired, or the device clock is off. Go back to the download page in the panel and copy the link again in full; check that your plan is still active; set your system time to sync automatically. If line breaks or spaces got mixed into the pasted link, delete them by hand before importing.
Speed and Routes
Peak-hour slowdowns, 4K video, choosing a route type — this section is about how to tell them apart.
What can I do about peak-hour slowdowns?
Switch to one of the IEPL dedicated-line routes first — dedicated lines don't use the public exit, so peak-hour fluctuations are noticeably smaller. When a region has several routes, test them one by one and keep two or three that work well as backups, so you can switch the moment things stall. If you're only watching video, drop the resolution to 1080p as a test: if it plays smoothly, bandwidth is the bottleneck, and moving to a dedicated line usually fixes it.
What's the difference between IEPL dedicated lines, relay and direct routes?
A direct route leaves your local network straight for overseas, so latency depends on your own broadband — it's the cheapest option. A relay connects to a mainland China entry point first and then goes overseas: good value, but it fluctuates at peak hours. An IEPL dedicated line runs on its own channel and doesn't crowd the public exit, making it the most stable at peak hours and across different carriers. For latency-sensitive work, choose a dedicated line; for everyday browsing, direct and relay routes are plenty.
4K video keeps buffering — is it a route problem?
Not necessarily — you need to separate the two. Play the same video on a dedicated line: if it runs smoothly after switching, the original route was short on bandwidth. If it still buffers, your local broadband may simply be slow at peak hours, or the playback device may not be up to it. Drop the resolution to 1080p and compare again — the difference shows up quickly.
How do I tell whether it's the route or my local network?
Disconnect the client and run a latency and download test on your local broadband to get a baseline; then connect to a route and test again. If the baseline itself is unstable, no route can save it — contact your broadband provider first. If the baseline is fine but things get clearly worse once connected, switch routes and test again: better after switching means the route was the problem; still bad means the issue is local or device-side.
Why is it fast during the day but much slower at night?
During peak hours, international exit bandwidth is heavily used, and congestion on public routes is universal — it has nothing to do with which service you use. A dedicated line avoids the congestion at the public exit, which is why it's the first choice at peak hours. If things are slow during the day too, the problem is more likely your local network or device; use the method above to narrow it down.
Billing and Refunds
Pricing, data resets, upgrade credits and the refund process — every number is out in the open.
How much do the monthly plans cost?
There are three monthly plans: ¥9.9/month with 60GB, ¥18/month with 250GB and ¥28/month with 500GB, with data resetting monthly on your sign-up date. Light users should take the 60GB tier; for everyday video and AI tools, the 250GB tier; for multiple devices and plenty of 4K, the 500GB tier.
What happens when I run out of data?
Two options: buy a data add-on — ¥158/300GB, ¥358/1000GB or ¥658/3000GB — which you use until it runs out and which never expires; or upgrade to a higher monthly plan, with the price difference converted into remaining days, so you don't have to void the old plan and buy again. If you only go over occasionally, take an add-on; if you keep running short, upgrading is the better fit.
How do I request a refund?
There's a 60-day money-back guarantee. Open a ticket in the user panel with your order number and what you'd like refunded; support will handle it through the standard process, and you can follow the progress in that same ticket — no separate email needed. You don't have to give a reason, just include the order number.
Which payment methods are supported?
Three: Alipay, WeChat Pay and USDT. All payments are completed inside the user panel — after placing your order, just pick a payment method as prompted on the page. If you choose USDT, the corresponding payment details are shown; follow the address and amount displayed on the page, then return to the panel to check your order status.
If I upgrade my plan mid-cycle, how is the cost calculated?
The upgrade difference is converted into remaining days, so you don't have to void the old plan and buy again, and you don't have to wait for the next cycle. The order page shows the exact amount to pay; once payment is confirmed, you're on the new tier. Days you've already used are never charged twice.
Do data add-ons expire?
No. Data add-ons are a one-time purchase that you use until it's gone — they never expire, so buying one and leaving it there costs you nothing, and it isn't reset each month. If you occasionally have a heavy download to do, keep an add-on in reserve rather than upgrading your whole monthly plan for one download.