FAQ

No email address is required. Create an account with a username and password. Open the user panel from the login link at the top of the page, switch to the account creation page, and follow the prompts. Choose a password you don’t use on other sites and store it in a trusted password manager. Once your account is created, make sure you can access the account overview before choosing a plan or downloading a client. Your account details, subscription link, and payment information serve different purposes. Never enter your account password in a client’s subscription URL field.

Sign in to the user panel and find your current subscription link in the subscription section. In your client, open the subscription or configuration page and choose the option to import from a link. You can usually update an existing subscription entry rather than adding another configuration with the same name. After updating, check that the route list appears and that the client is using the refreshed configuration. If retrieval fails, make sure you copied the full link and that your plan is active, then fetch the link again. Button names vary by platform; see the relevant guide for details.

There’s no device limit for simultaneous connections, so you don’t need a new plan just because you’re switching devices. Sign in to your existing account on the new device, download the client for that platform, import your subscription, and check that the connection works. Unlimited devices doesn’t mean each device gets a separate data allowance, so keep an eye on your plan and data status in the account overview. Before retiring an old device, delete its saved subscription configuration. If you’ve handed the device to someone else and can’t remove it, contact support through a user panel ticket for advice on handling the subscription credentials.

Your subscription link is an access credential. Don’t post it publicly, add it to shared documents, or share screenshots that show it. If it becomes public, remove the content first, then check the user panel for an option to reset your subscription. If you can’t find one, request help through a support ticket. After a reset, fetch and import the new link on every device instead of refreshing an old configuration. Renaming the configuration in your client won’t change an exposed link. When contacting support, explain where it was exposed without pasting the full link again.

VPNLay supports Windows, macOS, iOS, Android, and Linux. Client downloads are available in the user panel’s download section; you don’t need to look for installation files in article comments or chat history. Sign in to download a client for any supported platform except iOS; an active plan is also required to access the iOS client. You’ll need to be signed in to retrieve your subscription. Check your device’s operating system before installing, then follow the guide to import your subscription. If the page looks different from the guide, make sure you’re in the download section, not the plans or account overview area.

Disconnect the proxy first and check that your current network can open websites you normally use. Once your basic connection is working, check your plan and data status in the user panel, then update the subscription in your client and try another route from the list. Check whether another proxy or VPN configuration is running on your device and could be conflicting with network control. Change one setting at a time and note the result. Don’t reinstall the client, switch networks, and change rules all at once, or it’ll be difficult to tell what helped. If the issue persists, collect the details and submit a support ticket.

Browsers and apps may handle network traffic differently. Some apps don’t follow the system proxy, and routing rules may send certain connections directly. Make sure the client is running, then check whether it logs a connection when you use the affected app. Review the routing mode, app exclusion list, and relevant network permissions. If the client offers a mode that routes all device traffic, temporarily switch to it as documented and compare the results, then restore the appropriate setting. Don’t assume every app on your device uses the same route just because your browser works.

A connected status usually means the client is enabled or has established a connection; it doesn’t guarantee every request to a website will succeed. Try several sites to see whether the problem affects one service or all of them. Then switch routes and reopen the app to rule out a stale connection cache. If you recently changed DNS, routing rules, or network control settings, undo the latest change first and test again. Don’t import configuration files from unknown sources. If your basic network connection is also failing, fix that before checking your subscription and routes.

Switching networks changes the connection path, and sleep mode may pause background network activity. When you’re back online, disconnect and reconnect in the client, then check whether the issue only occurs after a network change. On mobile devices, review background activity and battery restrictions for the client. On desktop, check for stale proxy settings after waking from sleep. Follow your operating system’s guidance; there’s no need to disable unrelated security features. If a route takes longer to recover, compare it with another route on the same network and include your operating system and the circumstances in your support ticket.

Open the support ticket section in the user panel and describe your device’s operating system, client name, network environment, selected route, and what you did before and after the issue occurred. Specify whether the client can’t connect, no websites load, or only one app is affected, and list the steps you’ve already tried. You can attach a screenshot with sensitive details obscured or a short log, but don’t share your account password, full subscription link, or sensitive payment details. Clear steps to reproduce the issue make it easier to investigate and reduce follow-up questions.

VPNLay covers 120+ countries and 240+ routes; the options currently available are listed in your client. Start by choosing the region required by the service you want to use, then compare the available route types there. Geographic distance isn’t the only factor. Direct, relayed, and IEPL routes use different network paths, and performance can vary with your local carrier and the time of day. Test your choice with the apps you normally use, checking that they open, keep loading, and reconnect as expected. For an explanation of routes and protocols, see the technical reference. Protocol names aren’t a speed ranking.

Keep your current settings and compare other routes in the same region first, then try different route types. Peak-time slowdowns can affect your local connection, public network paths, and the service you’re accessing; changing configuration repeatedly may not ease congestion. Pause large file transfers on your device, check whether other tasks are using bandwidth on the same network, and see if multiple apps are slow. If only one route is affected, note its name and when the problem occurred, then submit a support ticket. If every route is slow, test your local network too rather than switching protocols at random.

Connection tests usually check specific requests and don’t fully reflect sustained download performance. Actual download speeds can also depend on the destination server, connection method, local network quality, and background activity. Compare files from different sources or try different apps to see whether the issue is limited to one download source, then test another route under the same conditions. Don’t compare results gathered at different times, on different networks, or from different sources. If browsing works but one download is slow, check that source and the app settings first; you don’t need to delete the entire client configuration.

Check that the selected route’s region matches the content’s regional requirements, then confirm that the app is actually using the proxy. Streaming services may also consider your account region, existing sessions, and how they identify the exit route, so switching routes doesn’t guarantee that content will be available. Reopen the app after switching routes and, if needed, clear the session as directed by the platform before testing another route. The platform determines which titles are available and whether they can be accessed. Playback failures don’t necessarily mean you’ve run out of plan data. Avoid repeatedly changing your account region or payment details just to test.

First, tell the difference between a failed network request and an account message from the platform. If the page won’t load, check whether your routing rules send its requests through the proxy and try another route in an appropriate region. If the page loads but shows an account, region, or eligibility notice, follow the platform’s rules. Keep to the same route while signing in where possible; repeatedly changing exit routes may trigger another session check. VPNLay provides network connectivity, not account authorization for third-party platforms. You can describe the error in a support ticket, but don’t send platform passwords or session credentials.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Choose based on how you use the service: a lower data allowance may suit web browsing and lighter apps, while frequent video streaming or file transfers call for more headroom. All plans allow unlimited simultaneous devices, so the number of devices alone shouldn’t determine which plan you choose. Check the plans page for full pricing and data package details, and the user panel for your current account status. Don’t rely on old screenshots in the client to determine your entitlements.

Data packages are ¥158 for 300GB, ¥358 for 1000GB, and ¥658 for 3000GB. They last until used and never expire. Monthly plan data resets each month on your activation date, while a data package lets you use the allowance as needed. These are different billing options. Before choosing, consider how regularly you use the service and check your current plan in the account panel. If you’re switching between products or have questions about existing benefits, confirm the details through a support ticket. Don’t assume data allowances will stack, be used in a particular order, or convert automatically.

Data resets monthly on your activation date. If you upgrade mid-cycle, the price difference is prorated for the remaining days. Check your current plan in the account overview; a monthly reset doesn’t necessarily happen at the start of each calendar month. Before upgrading, review the target plan and the change details shown in the user panel. If anything looks different from what you expect, keep your current settings and ask support before trying again. Switching devices or reimporting your subscription doesn’t change your billing schedule.

Alipay, WeChat Pay, and USDT are supported. Choose a plan in the user panel and follow the order page instructions. Check the amount and order details before paying. If your plan status doesn’t update after payment, return to the order section to check the result, then refresh your account overview. Don’t pay again just because your browser didn’t redirect automatically. If the status still hasn’t updated, submit a support ticket with your order ID, payment method, and a description of the issue. Obscure sensitive details in any screenshots. Follow the instructions on the current order page and don’t use payment details forwarded by someone else.

VPNLay offers a 30-day money-back guarantee. To request a refund, sign in to the user panel, open the support ticket section, and provide the relevant order ID for verification. Before submitting your request, review the refund information in the Terms of Service to understand the applicable terms and process. If you can’t sign in, check the contact page for available support options. Don’t post account credentials or payment screenshots in public comments. You can submit a refund request separately from a connection issue; simply state what you need without making unrelated configuration changes first.