Subscriptions, Routes & Connection Troubleshooting

You can create an account with a username and password—no email address required. Keep your login details safe, and never post your account credentials or subscription link publicly. After signing in to the dashboard, make sure you are using the right account before checking plans, orders or subscriptions. Orders in different accounts are not automatically combined just because you use the same device. If you lose your login details, don't keep creating accounts or paying again. Gather the order details that can help verify your purchase and contact support to find out what can be done.

Sign in to the user dashboard and find the subscription section in your account overview. Follow the dashboard instructions to import the subscription into your client. To refresh your routes, open the subscription or configuration manager in the client and update the subscription you currently use. Then check the update result and the selected configuration. Updating a subscription and switching routes are different actions: an update fetches the configuration again, while switching selects an exit route. If the update fails, check your plan status and local network first, then verify the subscription link in the dashboard. Don't repeatedly import old links from chat history if you can't confirm where they came from.

VPNHold has no device limit, so changing devices alone doesn't mean you need to buy another plan. Sign in to your existing account on the new device, install the client for that platform, and import your account's subscription. Supported platforms: Windows / macOS / iOS / Android / Linux. You need to sign in to access your subscription, and the iOS download link is available only when your plan meets the eligibility requirements. When using multiple devices, keep an eye on your account's data and plan status. No device limit doesn't mean each device gets a separate data allowance. When you stop using an old device, remove any saved subscription and account details from it.

Treat your subscription link like your account credentials. Don't share the full link publicly or show its access token in screenshots. VPNHold has a no-logs policy; see the Privacy Policy for its scope. This doesn't mean websites you visit won't record activity on your account with them, and it isn't a substitute for securing your own accounts. When reporting an issue, start with the client, operating system, selected route, what you were doing and a redacted error message. If you think your link has been exposed, stop sharing it and contact support through a ticket to ask what options are available for your account.

Disconnect the client first and check that your local network can open sites you normally use. Switching to an international route usually won't help if the local network itself is down. Reconnect, check the active configuration, plan status and selected route, then test your browser and the app that had the problem separately. If the browser works but one app doesn't, check its routing rules. If nothing works, check whether system proxy settings or network interception permissions are enabled. Temporarily quit other software that changes proxy or routing settings to avoid conflicts, and note the result after each change.

Apps can connect to the internet in different ways, so a working browser doesn't mean your current proxy mode handles every app. Check whether the client uses the system proxy or another interception method, then verify that the app's domains match the expected rules. Some apps have separate network settings or keep connections open from before you switched routes, so quit and reopen the app after changing rules. Don't infer the exit region from the app's interface language alone. If the issue persists, report the app name, client mode, intended rule and error message to help identify a rule mismatch, inactive permissions or a platform restriction.

Keep the error message, and don't delete an old configuration that still works. Check your account and plan status in the user dashboard, verify the subscription link, and make sure your local network can reach the dashboard. If only one client fails to update, check the system date, the client's network permissions and the source of the active configuration. An empty route list may also be caused by filters or the wrong configuration, so clear any filters and check the subscription update result. If the issue continues, open a ticket with a redacted error screenshot and a description of what you tried. Never post the full subscription URL in a public forum.

First check that the client is using rule-based routing rather than sending all traffic through the same international exit. Then check whether rules for local sites point to a direct connection and whether a broader, higher-priority rule overrides them. Rules usually apply in match order. After adding a rule, confirm which one actually matched, then reopen the site to test it. If the site is still slow with the client disconnected, check your local network and the site itself instead of continuing to change international routes. If you need help, share the target domain and a screenshot of the rules, with account details redacted.

Pause background downloads, cloud sync and other network-heavy tasks. Then compare routes using the same app and content, changing only one factor at a time. Check whether all sites are slow or just one platform. If everything is slow, look at your local network and current exit route; if only one platform is affected, check its region requirements and routing rules. Try routes in nearby regions and reconnect the app. Peak-time performance can also depend on your local connection, congestion along the route and the destination service—not just geographic distance. If the issue keeps happening, note when it occurs, the route name and affected app, then open a ticket.

Choose a route based on what you're trying to access, then check the route labels available in your client. IEPL and relay routes are different types of international paths. Test them with your current network and specific apps rather than assuming one type will perform the same in every situation. A direct connection is for traffic that doesn't need an international exit; it isn't an overseas route. VPNHold covers 120+ countries / 230+ routes, giving you options but not guaranteeing that every region suits every app. For everyday use, set suitable rules for your regular apps and adjust them as needed instead of frequently changing the entire configuration.

Set routing rules by app or domain so AI Tools, Streaming and other international sites can use different routes, while local sites connect directly. First check the target service's supported regions and account requirements, then select an exit route. Don't choose based only on whether a platform's name appears in the route label. Routing determines where traffic goes; it doesn't replace a platform account, payment eligibility or compliance with its terms of service. After changing rules, reopen the app and check which rule matched. If the platform still reports a region issue, check the account region, existing sessions and the app's own network settings.

Streaming availability can depend on the exit region, account region, licensing rights and how the platform identifies your connection. Selecting a route in a particular country or region doesn't guarantee access to every catalog or title. Check the region requirements for the platform and content, then confirm that the app is actually using the selected route—not a direct connection or another rule. Reopen the app after switching exits so an existing session doesn't affect the result. If only one title fails, keep the platform's original error message and consult the streaming guide. Don't delete and rebuild your entire account configuration.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB and ¥28/month for 500GB. Data resets monthly on your activation date, not at the start of each calendar month. Check your plan status and reset date in the dashboard. Mid-cycle upgrade price differences are prorated for the remaining days. Review the amount shown in the dashboard before confirming. Choose a plan based on your typical video streaming, file transfers and use across devices. No device limit doesn't mean unlimited data. To compare plans, check the pricing page before proceeding in the dashboard.

Data bundles are ¥158/300GB, ¥358/1000GB and ¥658/3000GB. They last until used and never expire. Monthly plans reset their data each month on the activation date. Choose based on whether you use the service regularly or only from time to time. Never expiring describes how long bundle data remains valid; it doesn't mean data replenishes automatically or that usage doesn't consume data. If you need to change an existing plan or consider combining billing options, check the instructions shown for your account in the dashboard. Don't assume how bundles stack or how credits are applied. Open a ticket if anything is unclear.

We accept Alipay / WeChat Pay / USDT. Continue payment from the order section of your current account. Once complete, return to the dashboard to check the order and plan status; don't rely only on where the external payment page redirects you. If payment is complete but the dashboard hasn't updated, verify the account and order used, check the payment status and keep the necessary proof. Then explain the issue in a ticket. Don't create and pay for the same order repeatedly to refresh your plan status. When sending proof to support, include only what's needed to verify the order and redact unrelated account details. Never include your account password.

VPNHold offers a 14-day, no-questions-asked refund. See the Refund Policy for eligibility details. To apply, sign in to the account used to pay, open the ticket form, clearly state that you're requesting a refund and include the order details that need attention. Keep a refund request distinct from a connection troubleshooting question so your request is clear. You can describe the issue for context, but you don't need to complete every troubleshooting step on this page before asking for a refund. Check replies in the original ticket and provide any necessary details there. Don't resend your password or full subscription link. Refund progress depends on ticket replies and order status; no processing time is promised on this page.