Help Center

No email address is required—create an account with a username and password. After creating your account, save both in a trusted password manager and make sure you can sign in to the user panel before choosing a plan. Your account password and client subscription link serve different purposes: the password gets you into the panel, while the subscription link provides route configurations. Keep both secure. Never post the full subscription link in a public forum or share screenshots of your account page. If you have trouble signing in, check your username spelling, keyboard input settings and password capitalization before assuming your subscription has expired.

Sign in to the user panel and check your plan status in the account overview. Then open the relevant client or subscription section to get your current subscription details. If you’ve already imported the configuration, use the update option on the existing subscription entry first. Reopen the route list afterward to confirm it has refreshed. If the link is reported as invalid, check the current link in the panel instead of repeatedly importing the old one. Reimport the configuration using the guide only if you’ve confirmed the existing one can’t be updated. This helps avoid choosing the wrong entry when several have similar names. If the panel opens normally but the client update fails, check your local network and the client’s update error message.

There’s no device limit for simultaneous connections, so changing devices alone doesn’t mean you need to buy another plan. VPNLake supports Windows / macOS / iOS / Android / Linux. Sign in to the user panel on your new device, follow the guide for that platform to get a client, and import your subscription. Unlimited devices refers to the number of devices that can be online at once; it doesn’t give each device a separate data allowance or increase available bandwidth as you add devices. When several devices download or stream video at once, consider both your account’s data usage and the load on your local network. Check your plan and data status in the user panel.

Get clients from the download section of the user panel; you don’t need to look for installers or subscription links on public pages. Sign in to download the client for Windows / macOS / Android / Linux—an active plan isn’t required. To get a subscription and connect, check your plan status in the account. The iOS download option depends on the plan status shown in the panel; the corresponding link is available with a purchased, unexpired plan. After installation, don’t assume the client is connected just because installation succeeded. Import your subscription, choose a route and test the app you want to use. If your system displays an installation warning, verify the download source and platform instructions first.

Pause the client connection first and check whether your local network can open commonly used websites. If they still won’t load, troubleshoot your local network before anything else. Once it’s working, check your plan status and data in the panel, along with the subscription entry selected in the client. Then update the subscription and choose a route again. A connected status only means the client has started the connection process; it doesn’t guarantee access to every site. Test several websites to determine whether all sites are affected or just one. Change one setting at a time and note the results before and after each change to help identify the cause.

Browsers and other apps may use different network paths, so a working browser doesn’t mean the settings are active across your whole device. Check the client’s connection mode, app rules and system proxy settings to make sure the app isn’t excluded. Then follow the guide for your platform to see whether you need to enable the client’s system-wide routing option. Settings vary by operating system, so don’t assume instructions for another platform will apply. After changing settings, fully close and reopen the app so it can establish a new connection. If only that app is affected, check its account region, service status and access rules before changing unrelated settings.

First, make sure you imported the current subscription details for your account—not the user panel sign-in address or expired information. When copying the link, check for extra spaces, line breaks or missing characters. Then confirm your plan status in the user panel and check whether the client shows a specific update error. If your local network is working, close other tools that are managing network traffic and try again to avoid routing conflicts. An empty route list doesn’t necessarily mean every route is unavailable; the configuration may not have downloaded successfully. If the problem persists, open a support ticket with the error message and steps you’ve tried. Hide the full subscription link in any screenshots.

After switching local networks, you may need to reconnect. Pause and resume the client, make sure the correct route is still selected, and check whether other network tools are running on your device. If the issue keeps happening, note your operating system, client name, selected region and route, and the app you’re trying to use. Say whether it started after switching networks or during continued use. A reproducible set of steps in your support ticket makes the issue easier to diagnose than simply saying you can’t connect. You can include the error message, but don’t upload your account password, full subscription link or browsing records containing personal information. Check screenshots for sensitive details before submitting them.

Keep the client settings unchanged at first. Pause high-data tasks on other devices and make sure downloads or video aren’t using up your local network capacity. Then switch routes in the same app and compare connection stability. If several routes are affected, compare with other websites and check your local network. VPNLake offers IEPL, relay and direct routes; check the panel for current options, as the route type alone doesn’t predict performance. Peak-hour performance depends on your local connection, cross-border links and the destination service. Choose a route that works well during the time you use it, and avoid changing several settings at once so you can make a useful comparison.

These terms describe the path your traffic takes, not a guaranteed speed for every app. IEPL refers to a dedicated link, relay routes pass through an intermediate node before reaching the exit, and direct routes use fewer relay steps. Actual performance also depends on your local provider, selected region and destination service. Start by checking which region the app requires, then compare connection stability and access across the available routes. A shorter path isn’t necessarily faster, and a dedicated link doesn’t guarantee consistent performance at all times. Check the panel for the route types currently available in each region. For help comparing costs and performance, see the buying guide.

VPNLake covers 110+ countries with 240+ routes. This indicates the range of available options, not that every region suits every app or that a platform will allow access from every exit location. For AI tools or streaming, first check the service’s supported regions and account requirements. Choose a route in a suitable region, then test sign-in, content loading and continued use in the app itself. Being able to open a webpage doesn’t mean every account feature or the full content library will be available. If you see a region restriction, check the platform’s rules rather than repeatedly switching to unrelated regions. See the user panel for current cities, route types and availability.

A speed test and an app may connect to different destinations and use different transfer methods, so test results are only a partial reference. Video quality, the destination’s content delivery path, app caching and local network load can all affect your experience. To troubleshoot, pause background downloads, keep the content and settings the same in one app, then compare routes. If only one platform is slow, check its service status rather than assuming all routes are affected. Unlimited devices doesn’t mean multiple devices can use the connection at once without affecting one another. Judge a route by how it performs in the apps you use regularly.

Monthly plans: ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data packs: ¥158 for 300GB, ¥358 for 1000GB, and ¥658 for 3000GB. Monthly plans suit regular use and let you manage data month to month; data resets monthly on your activation date. Data packs remain valid until used and never expire, making them a good fit for irregular usage. Choose based on how often you use the service and how much data you need. Device count doesn’t give each device a separate data allowance, and the payment amount alone doesn’t tell the whole story—check how each option is billed. See the plans page for full details and use the user panel to make changes.

Monthly plan data resets each month on your activation date, not necessarily at the start of the calendar month. Check your account in the user panel for your remaining data and reset date. Data packs remain valid until used and never expire, so monthly reset rules don’t apply to them. For mid-cycle upgrades, the price difference is converted into remaining days. Don’t estimate your new plan duration by simply subtracting the listed prices. Before confirming a change, review the billing and duration details shown in the panel to make sure you understand the new status. If the result differs from what you expected, keep your order details and contact support through a ticket rather than repeating the change.

VPNLake supports Alipay / WeChat Pay / USDT. Pay through the plans and orders section of the user panel, following the amount and instructions shown on the order page. After paying, return to your orders and account overview to check the status; the payment page closing doesn’t confirm that your plan is active. If the order status doesn’t match your payment, refresh the panel and make sure you’re signed in to the account that created the order. If it still hasn’t updated, open a support ticket with the order ID, payment method and a screenshot of the payment result. Hide unrelated transaction details before submitting. Don’t create and pay for another order for the same purpose just because the status hasn’t refreshed.

VPNLake offers a 7-day no-questions-asked refund policy. To request a refund, sign in to the user panel and submit a ticket with the order details we need to review. Read the refund policy first for eligibility and process details. You don’t need to report a technical issue to request a refund. If you also want help with a connection problem, provide your device platform and error message separately so the refund request and troubleshooting issue can be handled clearly. Follow up in the same ticket rather than opening several. Don’t include your account password or full subscription link. Check the ticket replies and order details for refund status and next steps.