SUPPORT NOTES
Frequently Asked Questions and Solutions
Organized by account, connection, routes, and billing. Identify the symptom first, then rule out configuration, client, and route issues in order.
No email address required
Unlimited devices
30-day no-questions-asked refunds
ACCOUNT / SUBSCRIPTION
Account & subscriptions
Use your account to manage plans, the client, and subscription details. When switching devices, continue using the original account instead of creating another identity for the same subscription.
Is an email address required to create an account?
No. An email address is not required; you can create an account with a username and password. Keep your username and password secure, and avoid saving your login session on public devices. After creating an account, open the user panel to view plans, get the client, and copy subscription details.
Do I need to purchase another plan when switching devices?
No. 48VPN supports unlimited devices. After switching computers or mobile devices, sign in to the same account, get the appropriate client and subscription from the user panel, and import them. If an old device is no longer in use, remove any saved subscription details from it.
Where can I get the client and subscription details?
After signing in to the user panel, open the client download area and choose the appropriate option for Windows, macOS, iOS, Android, or Linux. Subscription details are also available in the panel; the Help Center does not provide static installers or public subscription URLs.
What should I do after updating the subscription link?
First, update the subscription or refresh the configuration in the client. If the route list has not changed, return to the user panel and copy the current subscription details again, delete the old client configuration, and import it again. After importing, confirm that the client shows the new configuration before selecting a route.
Why don’t I see the full route list after importing the subscription?
First, confirm that the client has completed the subscription update rather than continuing to read its local cache. Then check whether an old configuration file is selected or whether the client is filtering the list to show only favorite routes. If the list is still incomplete, copy the subscription details from the panel and import them again.
CONNECTION / DIAGNOSIS
Connections & troubleshooting
Change only one condition at a time when troubleshooting a connection. Refresh the configuration first, then switch routes, and finally check system permissions and app rules to isolate the source of the problem.
What should I check first when the client reports a connection failure?
Update the subscription and switch to another route in the same region, then close and reopen the client. Next, check that the system time is accurate, VPN permission has been granted, and the local firewall is not blocking the client. Do not keep clicking Connect repeatedly; wait for the current attempt to finish before trying again.
What should I do if websites still won’t open after connecting?
Use another website first to determine whether the issue affects one site or all access. If nothing opens, switch routes and reconnect. If only a specific site is affected, clear its cache, close and reopen the browser, and check whether the client’s proxy mode covers the current browser.
Why isn’t a particular app using the proxy?
A common reason is that the client is using rule mode and the app has been assigned a direct-connection rule. The app may also be using a connection method that is not handled by the system proxy. Switch to a more comprehensive mode for testing, then check per-app proxy settings, bypass lists, and system VPN permission.
What should I do if the connection drops when Android switches to the background?
Check whether the system restricts the client’s background activity, and add the client to the battery-saver exemption list. Confirm that VPN permission remains enabled, and allow the client to start automatically or run in the background. Menu names vary by system; the key is to remove background sleep restrictions for the client.
What should I do if the connection won’t resume after waking from sleep or switching networks?
After computer sleep, a Wi-Fi switch, or a mobile-network change, the old connection may still occupy local state. Disconnect the current route, wait until the client shows that it has stopped, and reconnect. If that does not work, quit and restart the client, then refresh the subscription and switch routes.
SPEED / ROUTING
Speed & routes
Route performance changes with the local network, destination service, and time of day. The goal is not to stay with one region, but to keep the current access path stable.
Which regions and routes does 48VPN cover?
48VPN covers 90+ countries / 200+ routes. You do not need to stay in one region; switch routes based on the destination, current network, and time of day. For regional groups and route types, open the Servers page for the full details.
How should I choose a route during peak-hour slowdowns?
Switch to another route in the same region first to determine whether one route is temporarily congested. If routes in that region perform similarly, try a nearby region instead. After switching, reload the current page or restart media playback so the old session does not continue using the previous connection.
Is the nearest route always the fastest?
Not necessarily. Physical distance is only one factor. Actual performance also depends on the local network, cross-border path, the destination service’s region, and current congestion. Start with nearby regions, then judge by real-world page response, file transfers, and streaming output.
What should I do if AI tools disconnect frequently?
AI websites and developer tools usually rely on a continuous connection. Choose a route with a stable exit region and avoid switching regions repeatedly within the same session. If output stops midway, reconnect and refresh the page. For command-line tools or IDE plugins, also confirm that their processes have read the system proxy settings.
How can I tell whether a speed issue is caused by my local network or the route?
Disconnect the client and check whether your local network can reliably open commonly used websites, then compare routes in different regions. If every route is affected on the same device, test another network or device. If only one route is affected, switching to another route in the same region is usually more effective.
BILLING / REFUND
Billing & refunds
Monthly plans reset on the activation date, while data packages remain available until used. Before placing an order, verify the data allowance, billing method, and payment amount.
What monthly subscription plans are available?
Monthly plans include: ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Choose based on your typical usage rather than looking only at the monthly price. All plans can be started from the Plans section in the user panel.
What data package options are available?
Data packages remain available until used and never expire: ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They suit users with variable usage who prefer to pay based on actual consumption, and use a different billing method from monthly plans that reset on the activation date.
When does monthly subscription data reset?
Data resets monthly on the activation date. The reset time is calculated from the plan’s activation date rather than the calendar month. When checking remaining data, use the current subscription status in the user panel and do not confuse data package balances with monthly subscription data.
How is a mid-cycle monthly plan upgrade calculated?
For a mid-cycle upgrade, the price difference is converted into remaining days. Before upgrading, check your current usage and remaining term, then choose a more suitable monthly tier in the user panel. Use the panel’s displayed status after the upgrade; there is no need to create another account.
Which payment methods are supported?
Alipay / WeChat Pay / USDT are supported. At checkout, choose an available method shown in the user panel, and verify the plan name, data allowance, and amount before paying. After payment, return to the panel to view the order and subscription status.
How do I request a refund?
48VPN offers a 30-day no-questions-asked refund. To request one, sign in to the user panel and submit a ticket with the relevant order and refund request. Check the order status first so an incomplete payment is not treated as an active subscription.
ACCOUNT SUPPORT
Account status still needs to be checked
When an order, subscription, or refund request involves account information, submit a ticket through the user panel. Do not paste subscription details on a public page.