Frequently Asked Questions

No email address is required. Create an account with a username and password. Follow the prompts in the user dashboard to set them up, and store your login details securely. Choose a username that is distinct from the handle you use in public forums, and avoid reusing passwords from other sites. Because account creation does not require an email address, do not assume you can recover your account by email. If you have trouble logging in, use the account recovery options shown in the dashboard. Your subscription link is also an account access credential, so do not post it publicly alongside your username or password.

There is no device limit for simultaneous connections, so switching devices alone does not require a new plan. On your new device, sign in to the same user dashboard to get the compatible client and subscription, then import the subscription. Supported platforms include Windows / macOS / iOS / Android / Linux. Access for iOS is provided according to your plan status in the dashboard. When you use the same account on multiple devices, data usage is still calculated according to your selected plan; adding devices does not add separate data allowances. When you stop using an old device, remove the subscription stored on it so others with access to the device cannot continue using your account’s routes.

First, distinguish between refreshing route details and replacing the subscription link. In your client, find the imported subscription and choose its update or refresh option so the client can reload the route information from the current link. The button label varies by client. If the subscription link in your dashboard has changed, copy the new link from the dashboard and replace the old configuration or import it again. Afterward, make sure the new configuration is enabled rather than the old one. If the update fails, check your basic network connection and account status first. Do not repeatedly add the same link or post the full link on a public forum for help.

Your subscription link may contain unique access credentials, so treat it like a password and do not forward it. If you need help, share your device platform, client name, error message, and the steps you took. Before sharing a screenshot, hide your subscription address, account details, and sensitive order information. VPNRole’s no-logs policy does not remove your responsibility to protect your devices and account credentials. If you think your link has been exposed, check the subscription management options in your user dashboard. For further help, describe the issue in a support ticket rather than posting more sensitive information publicly.

Open the client download section from the user dashboard and sign in to get the client and subscription. The marketing pages are not a list of installation packages. For Windows / macOS / Android / Linux, sign in to access the client. The iOS entry point depends on your plan status in the dashboard. After installing the client, follow the dashboard and client prompts to import your subscription, choose a route, and enable the connection. Installing the client does not import your subscription, and importing it does not necessarily enable the current configuration. Check each status separately during troubleshooting so a missing configuration is not mistaken for a route issue.

Turn off the proxy first and check that your basic network connection can reach commonly used websites. Then return to the client and check that your subscription is valid, the current configuration is enabled, and a route is selected. A “connected” status usually means only that the local connection component has started; it does not prove that a particular website is reachable. Next, try another route and compare results in different browsers. If only one site is affected, consider the site’s status, your account region, or browser cache. Change one setting at a time and note the result. Changing routes, protocols, and split-tunneling rules all at once makes the cause harder to identify.

Browsers and apps may use different network paths. Some apps follow the system proxy; others need the client’s tunnel mode or a matching split-tunneling rule. Some apps also keep old connections and continue using the previous session after you switch routes. First, check whether the app is set to connect directly. Then see whether the client supports and has enabled a traffic-routing mode that works on your platform. After changing settings, quit and reopen the app, then check again. A working website does not mean every app is routed through the proxy, and a global proxy is not a universal fix. Set permissions and modes according to the client’s documentation.

Open the support ticket section in your user dashboard. Include your platform, client name, selected route region, affected app, and whether the issue occurs during import, startup, or access. Note whether your basic network works, whether switching routes changes anything, and whether the issue occurs on other devices. This helps distinguish device configuration problems from route issues. You can attach a screenshot of the error with sensitive details hidden, but include the full error text and never share your password or complete subscription link. If the issue occurs only on a particular network or at certain times, describe that pattern too. Add test results to the original ticket so the troubleshooting history stays together.

Pause bandwidth-heavy tasks such as downloads and cloud sync, then check whether your basic network connection is also unstable. If your Wi-Fi signal is weak, compare results using a more reliable local connection. Next, switch routes in the same app and compare different paths in the same region rather than repeatedly refreshing the page. During peak hours, performance may be affected by your local carrier’s network, route congestion, and the destination service’s load. A single connection status is not enough to identify the cause. If the problem persists, include the time, region, and affected app in a support ticket, along with what changed after switching routes. Do not assume a route is faster just because its region is closer.

VPNRole covers 90+ countries / 150+ routes. Start by choosing an exit region that fits your needs, then compare how the routes perform in practice. For remote work, consider the region requirements of the services you use. For streaming and AI tools, check the platform’s supported regions and account requirements as well. If you do not need a specific region, try a geographically closer route first, but a shorter distance does not guarantee a shorter network path or better peak-hour performance. Compare routes on the same device, network, and app so changes to your local connection are not mistaken for route differences. Available routes are shown in the client.

Direct, relay, and IEPL describe a route’s transmission path and how it is carried. Protocols describe how the client and server establish and transmit a connection; these are different aspects of the service. A relay route may improve cross-region traffic on some networks, while an IEPL route’s performance still depends on its exit and the destination service. Labels alone cannot predict the experience. Protocol compatibility also depends on client support and current network conditions. For everyday use, start with the compatible configuration provided in the dashboard and switch routes based on how your apps perform. For a deeper comparison, consult the protocol guide. Avoid changing low-level settings without understanding what they do.

A route in a particular region is only one part of access and does not guarantee that a platform will always work. Netflix, Disney+, and AI tools may also determine feature availability based on your account region, content licensing, exit IP recognition, and platform rules. If you see a region warning, check the route’s exit region and the platform’s supported regions, then review your account status through the platform’s usual process. Reconnect the app after switching routes so an old session does not affect the result. If other routes in the same region behave differently, note the specific message and submit a support ticket. Do not use repeated switches across many regions as a substitute for checking account requirements, and remember that route availability does not grant content rights.

Monthly plans are ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Data resets monthly on the date you activated the plan, not at the start of each calendar month. Choose an allowance based on your usual browsing, remote work, and video use. Check the dashboard for your actual usage and reset status. If you upgrade mid-cycle, the price difference is calculated for the remaining days. Review the settlement details shown in the dashboard before proceeding rather than calculating a full month yourself. Plan prices apply to subscription services; the free-start option does not change the prices of these paid plans.

Data packages are ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They remain available until used and never expire. A monthly plan resets its data on the activation date each month, making it suitable for ongoing monthly use. A data package is based on cumulative usage rather than a fixed monthly schedule. “Never expire” describes the validity of the package; it does not mean unlimited data or make monthly-plan rules apply to data packages. If you already have a plan, check the dashboard’s billing and usage information before switching or choosing another option. Do not assume how allowances are combined.

Alipay / WeChat Pay / USDT are supported. Follow the order and payment instructions in your user dashboard. If your account status has not updated after payment, return to the original order and check its status. Make sure you are using the same account and confirm that the payment flow is complete. Do not create multiple orders or pay again just to refresh the status. If the payment provider shows the transaction as complete but the order still has an issue, submit a support ticket with the order details and a redacted payment receipt, and describe the payment method and problem. Do not post full payment records publicly or act on payment details forwarded by someone else; use the current order information in your dashboard.

VPNRole offers a 60-day no-questions-asked refund policy. You do not need to report a connection issue to request a refund. Sign in to your user dashboard and submit a support ticket explaining that you would like a refund, along with the order details needed to verify your purchase. See the Terms of Service for the full policy. Do not include your password or complete subscription link. If more information is needed, continue the conversation in the original ticket so the handling history stays together. A refund request is separate from disconnecting in the client; removing a subscription does not submit a request. Refund timing depends on processing and the payment provider’s status, so do not assume a fixed processing time.