Help Center

No email address is required; create an account with a username and password. Save both in a trusted password manager rather than relying only on your browser’s temporary memory. Account credentials and subscription links serve different purposes—a subscription link cannot replace your login password. If you can’t sign in, check the capitalization of your username, your input method, and any saved records. If you still have an active session, keep it open and describe the issue through the support ticket option in your dashboard. Never share your password, full subscription link, or sensitive details from payment screenshots publicly. Account access is handled based on the results of verification in your dashboard.

Sign in to your dashboard and find the subscription section in your account overview. Copy the subscription link or import it into your client as prompted. If you’ve already imported it, find the corresponding subscription in your client, update it, and check whether the server list refreshes. Don’t paste the link into a search bar or use a webpage URL as a subscription address. If the update fails, check your plan status and data usage in the dashboard, then make sure the subscription was imported correctly, without extra spaces or line breaks. If the dashboard provides a replacement link, use the one currently shown there and remove any old configuration you no longer need.

VPNLong allows unlimited simultaneous devices, so switching devices alone doesn’t require another plan. Supported platforms include Windows / macOS / iOS / Android / Linux. Sign in to your dashboard on the new device, open the client downloads section, and follow the platform-specific instructions to install the app and import your subscription. If you’re no longer using the old device, delete its saved subscription configuration and sign out—especially before handing it over, sending it for repair, or recycling it. Unlimited devices doesn’t mean unlimited data, so check your plan and data usage in your account. Verify the connection separately on the new device.

Treat your subscription link like account credentials. Don’t post it in public forums, shared documents, or unfamiliar diagnostic tools. To get help troubleshooting, you can usually provide the client name, operating system, error message, and a screenshot with sensitive details hidden; you don’t need to send the full link. Before sharing a screenshot, hide the subscription address, account password, and payment details. If you think your link has been exposed, sign in to your dashboard and look for an option to reset or replace it. If available, follow the instructions and import the new link on your own devices. If you can’t find that option, contact support through a dashboard ticket. Avoid sharing the old link again, which could increase the exposure.

Temporarily turn off the proxy and confirm that your device can access the internet on its own. Then sign in to your dashboard and check your plan status and remaining data. Make sure the subscription updated successfully, a working route is selected, and the system proxy or tunnel is enabled. If other proxy apps, network filters, or security software are running on your device, check for conflicts before reconnecting. Try another route and, if possible, switch local networks for comparison. Change one setting at a time and keep a record of error messages. If every route fails, explain the scope of the problem in your support ticket rather than saying only that it doesn’t work.

A “connected” status means the client has reached a particular connection state; it doesn’t confirm that your browser traffic is being routed through the proxy. Check that your system proxy, routing rules, and active configuration match, then try several websites to see whether the issue affects one site or all of them. If an error mentions DNS resolution, save the exact message and check the DNS settings using your client’s instructions. Avoid adding random configurations you found online. Then try another route or local network for comparison. Don’t disable certificate checks or ignore security warnings as a test. If the problem persists, share the relevant client log errors with sensitive information removed.

Different apps may use different network routes, so browser access doesn’t mean every app’s traffic is being routed through the proxy. Check the client’s rule mode, app-based routing, and direct-connection list to make sure the app isn’t excluded. Then see whether the app has its own proxy settings. Some clients offer tunnel mode; follow the instructions for your platform to enable it and grant any required system permissions. After making changes, fully close and reopen the app so it doesn’t keep using an existing connection. If only that app is affected, include its name, the error message, and your selected rule mode in a support ticket. Don’t share the app’s account password.

Troubleshoot background disconnections and failed subscription updates separately. If the connection drops in the background, check whether your system restricts background activity or network permissions for the client, and look for conflicts with battery-saving settings or other network tools. If a subscription update fails, check your account status and current subscription link in the dashboard, then review your local network and the client’s error message. Don’t repeatedly import the same configuration. If the app works again when reopened but disconnects in the background, note what triggers the issue. If the update also fails while the app is open, check the link and network first. Say which issue you’re experiencing in your support ticket to help narrow it down.

VPNLong covers 110+ countries with 150+ routes. First check which regions the service you want to use supports, then choose an exit route based on how it works on your current network—not just its geographic distance. Keep routes that work well for everyday use, and compare alternatives if a problem comes up. The route list shows regions and route types, but it can’t guarantee that a third-party service will always work. The service’s regional policies, your account status, and how it identifies exit locations may all affect access. After switching routes, test again in the app you want to use rather than relying only on the client’s connection status.

Route types describe how a connection is organized, not how fast it will be in every situation. IEPL identifies a dedicated-link route type; relay routes pass through forwarding nodes, while direct routes connect along a direct path. Your experience also depends on your local network, time of day, and the path between the exit route and the service you’re accessing. Compare route details shown in your client using the same device, network, and target app. Don’t assume a route is faster just because of its name, or treat one successful connection as a guarantee of consistent performance.

Troubleshoot first, then consider whether your plan suits your usage. Pause background downloads and syncs, check that other devices aren’t using most of your local bandwidth, and compare routes in the same app. If possible, switch local networks too, to distinguish access-network issues from route-path issues. Data allowances don’t directly indicate speed, so a slowdown alone doesn’t mean upgrading will fix it. If it mainly happens at peak hours, note the approximate time, route name, target app, and results of your comparisons. These details in a support ticket are more useful for reproducing and diagnosing the issue than a speed-test screenshot alone.

Not necessarily. AI tools and streaming services may determine access based on exit region, account details, session history, and their own policies. A working network connection doesn’t mean your account meets the service’s requirements. Check which regions the service currently supports and review its account requirements. Choose a matching exit route, reopen the app, and see whether the message changes. Avoid frequent region switching while testing, so you can isolate the cause. If only some content is unavailable, distinguish content licensing restrictions from network issues. VPNLong doesn’t guarantee permanent access to third-party platforms. Keep a copy of the exact message and follow the service’s rules while troubleshooting.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data packs: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. Data packs don’t expire and remain available until used. If you use the service regularly and your usage is fairly consistent, choose a monthly plan based on your actual usage in the dashboard. If your usage is infrequent or varies, compare the data pack options. Check the plan page and dashboard details before choosing; data packs aren’t unlimited. If you’re unsure how much data you need, first consider your work, video streaming, and file transfer habits rather than choosing based only on the number of devices.

Monthly plan data resets each month on the day your plan began. If you upgrade mid-cycle, the price difference is prorated for the remaining days. Check the plan status, data usage, and order details shown in your dashboard. Don’t assume the reset happens at the end of the calendar month or that an upgrade adds a full new cycle’s data. Read the upgrade details in the dashboard and confirm the displayed result before proceeding. If the updated status isn’t what you expected, keep screenshots from before and after the upgrade along with the relevant order details, then ask support to review them in a ticket. Don’t place duplicate orders to try to resolve the issue, as this can make it harder to investigate.

We accept Alipay / WeChat Pay / USDT. Start the payment process from the plan and order pages in your dashboard, and follow the instructions shown there. Don’t pay to a recipient address forwarded by someone else. If your dashboard hasn’t updated after payment, return to the order page to check its status and confirm that your payment record matches the current order. Don’t pay again until you’ve checked. If the payment result and order status don’t match, submit a support ticket with the relevant order details, payment method, and a redacted payment receipt. Don’t share your full account details publicly. Describe each affected order separately. The dashboard verification determines the status; we can’t estimate a payment arrival time based on assumptions.

VPNLong offers a 7-day no-questions-asked refund. To request one, sign in to your dashboard and submit a support ticket explaining your request, with the relevant order details to help verify the payment and plan records. Review the Terms of Service for eligibility and specific conditions; don’t assume your order qualifies based only on another customer’s experience. If you’re also experiencing a payment or connection issue, you can describe it separately in the same ticket. You don’t need to share your subscription link or account password to request a refund. Track your request in your dashboard tickets. Any payment timing depends on the actual processing details; this page doesn’t promise a specific processing time.