Frequently Asked Questions

No email address is required—just a username and password. Follow the prompts in the user panel to create your account. Keep your credentials safe, then sign in to view plans, client apps, and subscription options. Choose a username that differs from your public community handles, and don’t reuse passwords from other sites. Since no email address is required, don’t assume you can recover your account by email. If you forget your credentials or can’t sign in, use an available help option in the panel and follow the verification process. Never post your password, subscription link, or an uncensored account screenshot in a public forum. When troubleshooting, share only the information needed.

VPNBen allows unlimited simultaneous devices, so switching devices alone doesn’t require a new plan. Sign in to the same account on the new device, get the client app and subscription for that platform from the panel, then import the subscription and test the connection. When using multiple devices, keep an eye on your plan status and remaining data; unlimited devices does not mean unlimited data. If you share with family, agree on how to store the subscription link and don’t post it in public groups. When you stop using an old device, remove the saved subscription and sign-in details. If you think your subscription link has been exposed, follow the steps available in the panel, then update it on any devices still in use.

Sign in to the user panel and check your plan status. Then open the subscription or configuration section in your client app and update the configuration you’re using. Menu names vary by platform, so follow the options shown in your client. If the routes don’t change after updating, check whether you updated an old configuration or another configuration is still enabled. Copy and import the subscription again only if its address has changed in the panel. Before reimporting, label the old configuration clearly to avoid mixing them up. If the update fails, save the error message and check your internet connection. Don’t post the full address if it contains account access credentials.

Windows / macOS / iOS / Android / Linux are supported. Get client apps and subscriptions from the user panel. Sign in to access your subscription; don’t use download links from article comments or messages from strangers. Client apps for Windows, macOS, Android, and Linux are available after sign-in. Access to the iOS client depends on the eligible plan rules shown in the panel. Before installing, check your operating system and device architecture. After installation, import the subscription using the panel’s instructions. If the system asks for network permissions, first confirm that the app is the one you just installed, then grant permission as directed by the system. Screens and steps vary by platform; see the guides for help.

A connected status usually means the client has established a connection; it doesn’t guarantee that the destination website has responded. Disconnect first and check whether your local network can reach websites you normally use. If it can, check your plan status, remaining data, and active subscription. Then try another route and test both your browser and the app you actually want to use to see whether access fails everywhere or only for one service. If you recently changed system proxy settings, DNS, or routing rules, note the original settings and restore them one at a time. Changing several things at once makes it harder to identify the cause. Still having trouble? Submit a ticket with your operating system, the client’s error message, and a description of what isn’t working.

Browsers and apps may use different network paths, and a system proxy doesn’t necessarily route traffic from every app. Check whether your client is using rule-based routing or another mode, then see if the app or domain is set to connect directly. If the client offers a feature such as a virtual network interface, check its permissions and supported use in the official interface. Don’t enable multiple traffic-capture methods indiscriminately. Some apps cache connections, so fully close and reopen the app after changing rules. Temporarily disable other proxy or network-filtering tools to check for conflicts. If the issue affects only one app, include its name and the relevant rule match in your report; that’s more helpful than simply saying it won’t connect.

First identify when the disconnection happens: while switching networks, when the device sleeps, or during continuous use. After switching Wi-Fi networks, wait for your local connection to recover, then reconnect to the current route. If the connection drops after the device sleeps, check whether the system restricts background activity or power-saving settings pause network tasks. On Android, check background activity and battery optimization in system settings. On other platforms, check the relevant network permissions. Settings vary by device, so don’t rely on menu paths for a different model. If the connection also drops during continuous use, try another route and note when the issue occurs. Avoid repeatedly updating the subscription, reinstalling the app, and changing DNS all at once; you could lose useful troubleshooting clues.

First make sure the client supports the subscription format. Copy the subscription again from the user panel and check for extra spaces, line breaks, or other text. If the client has an update option, check that you’re using a client currently provided in the panel, then try importing again. If the error persists, note your operating system, client name, the step where it occurs, and the exact error message. Before sharing a screenshot, hide your subscription address, password, and personal account details. Also mention whether your local network works and whether another device can import the subscription; this can help distinguish a format issue from a network issue. Submit the information through a panel ticket. Don’t paste the full configuration in a public comment.

Pause background downloads, cloud sync, and other tasks using your connection. Then check how your local network performs without the client connected. If the local connection itself is unstable, address your Wi-Fi signal or internet connection first. If only cross-border access is slow, try another route for the same use and see whether pages load or videos play better. Keep the destination service and network conditions consistent when comparing routes; don’t rely on a single client status indicator. Peak-hour performance can also depend on the destination service, your provider’s routing, and current route conditions. Route type alone can’t confirm performance. Note when the slowdown occurs, the region, and the route type to help narrow down the issue when you submit a ticket.

Route types describe how a connection is routed; they don’t guarantee how every visit will perform. An IEPL route is one option to consider when cross-border connection quality matters. A relay route connects through an intermediate entry point before reaching its exit, while a direct route depends on the actual path from your local network to the exit. Start by checking which exit region the destination service requires, then compare available routes in that region. For work, focus on connection stability; for video, test playback; with multiple devices, check whether they’re sharing the local connection. Don’t judge a route solely by geographic distance, its name, or the number of locations covered. There’s no need to repeatedly change your account subscription just to try another route.

VPNBen covers 110+ countries / 190+ routes. Coverage indicates available exit options; it doesn’t guarantee access to every website, streaming library, or account feature. For services such as Netflix and AI tools, check the route label in the client and verify access in the destination service. Content catalogs and available features may also depend on your service account’s region, subscription permissions, and platform policies. If a route connects but the destination app still reports that it’s unavailable, save the message and compare with another route suited to your use. Refer to the panel and client for currently available routes. The server page explains route types and how to choose between them.

Route status is a troubleshooting clue, but it doesn’t represent the entire path from your device to the video service. Buffering can also be caused by Wi-Fi signal issues, background tasks, the video service’s content delivery path, or app caching. Pause other network-heavy tasks and compare routes using the same device and video to see whether the issue follows a particular route. If playback works in a browser but buffers in the app, check the app cache and connection rules. If every device buffers, look at your local network and the exit route they share. Don’t treat a single status value as a guarantee of playback, and don’t disclose your service account details while troubleshooting. If the issue continues, submit a ticket with details about what you were watching and how you were connected.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data resets monthly on your activation date. If you upgrade mid-cycle, the price difference is prorated for the remaining days. Before choosing a plan, check how much data your devices actually use and what you’ll use the service for. Unlimited simultaneous devices does not mean unlimited data. Check remaining data and plan status in your user panel, not in your device’s system-wide data usage, which may include other apps. If you have questions about the reset date or an upgrade, keep the order details and panel status, then check with support through a ticket. Don’t estimate the reset based on calendar months.

Data packages cost ¥158/300GB · ¥358/1000GB · ¥658/3000GB. They remain valid until used and never expire. Monthly plan data resets each month on your activation date, while packages are tracked by the remaining balance; monthly reset rules don’t apply to packages. When comparing options, consider how regularly you use the service and the data allowance you need, not just the upfront price. If you already have a plan and want to switch billing options, check the options and confirmation details in the panel before making a change. Don’t assume different plans will automatically stack or that data will be deducted in a particular order. If you have questions about your account’s status, check through a support ticket.

Alipay / WeChat Pay / USDT are supported. Start the payment process from an order in the user panel. Check the selected plan, amount, and payment method, then follow the instructions on the page. If your account status hasn’t changed after payment, return to the order to check its status and make sure you’re signed in to the account used to place it. Don’t repeatedly create or pay for equivalent orders just because the status hasn’t updated yet, and don’t send money to payment details provided in an unsolicited message. To request a check, prepare the order ID, payment receipt, and a screenshot of the panel status, then submit them through a ticket. Hide any unrelated information in screenshots. Check the order page and ticket replies for updates; no fixed processing time is promised here.

VPNBen offers a 14-day no-questions-asked refund. To request one, sign in to the user panel and submit a refund request through the ticket system. Include the relevant order and your request, and review the full refund policy in the terms of service. If the request is related to a connection issue, you can include the troubleshooting steps you’ve already tried to help support understand the situation. Don’t include your account password or full subscription address in a ticket. Keep a record of your ticket and check the panel for replies or requests for more information. Refund eligibility, processing status, and the return of funds depend on the actual review and outcome. This page makes no additional promises about processing or payment times or fees beyond those listed in the stated facts.