Subscription & Connection Guides
Help Center
Find guidance by stage: confirm your account and subscription first, then check the client connection, route selection and target app, and finally handle billing or refunds. Coverage, pricing and refund details on this page reflect the current service facts.
ACCOUNT
Account & Subscription
Handle account creation, subscription access, updates and use across multiple devices. All client and subscription entry points are in the user panel; no public static subscription address is provided.
What information is required to create a VPNLZ account?
No email address is required to create an account. Set a username and password instead. Choose a password you can remember long-term and do not reuse it on other services. After creating your account, use the user panel to view plans, get clients and manage your subscription. Your username and password are required for future sign-ins, so avoid storing them in public documents or on devices shared with others.
Where can I find my subscription after purchase?
Sign in to the user panel and use the client section to get the client and current subscription for your platform. VPNLZ supports Windows, macOS, iOS, Android and Linux. Do not copy your subscription address into public chats, screenshots or shared documents. To use another device, retrieve the current details again from your own panel.
How should I update my subscription link?
Find your current subscription in the client, use its update or refresh function, then check whether the route list has changed. If the client still shows old content, return to the user panel to verify the current subscription, delete duplicate entries in the client and import it again. Updating a subscription does not replace connection testing. After the update, select a route and check the exit IP and target app.
Do I need to purchase again after switching devices?
No separate purchase is needed when you change devices. VPNLZ allows unlimited devices online at the same time, and the active subscription linked to one account can be used on supported Windows, macOS, iOS, Android and Linux devices. On a new device, get the client and subscription from the user panel. Copying the entire configuration directory from an old device is not recommended, as it may bring along expired cache data and old rules.
CONNECTION
Connections & Troubleshooting
Check the client status, traffic path and target app separately. A connected status does not mean every app is using the same network rules.
Why does the client say it is connected while a particular app still cannot be reached?
A connected status only confirms that the connection process was established; it does not by itself prove that the target app's traffic is using the expected route. First check whether the client is using global or split-routing rules, then fully close and reopen the target app. An app-specific proxy, a retained old session or a different network interface may also bypass the current rules. Finally, verify the exit IP and the actual access result separately.
What should I check first if websites still do not open after connecting to a route?
First confirm that the local network can access ordinary websites normally, then update the subscription and switch to another route. Close old browser pages and connections before reopening the target address. If only one website is unavailable while other access works, check the target service's account region, access requirements and service status instead of judging a route failure solely by the client icon.
What should I do if a subscription update fails or the address is reported as invalid?
First confirm that you copied the complete subscription details currently provided in the user panel, and check for extra spaces or missing characters. Temporarily quit and reopen the client, then try the update again. If the client contains an older subscription with the same name, delete the duplicate and import it again. If the issue persists, use the support ticket entry in the user panel and include your platform, the message shown by the client and the checks you have completed.
Why does the connection drop after switching from Wi-Fi to another network?
Switching networks changes the device's active interface and existing connections, so the original session may not be reusable. After switching, wait for the underlying network to recover, then disconnect and reconnect the route in the client. If the target app still retains the previous session, quit it completely and reopen it. Check the exit IP again afterward to confirm that the new connection is using the expected route.
NETWORK
Speed & Routes
Route performance is affected by the local network, target region, app rules and target service status. Keep test conditions consistent, then change routes one at a time.
How do I choose a route for my current task?
Filter routes by the region required by the target website or app, then test the candidates one by one. Distance is a useful first reference, but it is not a final measure of speed: the local provider, current congestion and the target service's entry point all affect results. Compare routes using the same device, network and task, and avoid changing several conditions at once.
How should I troubleshoot slowdowns during peak hours?
Pause system updates, cloud synchronisation and large file transfers first, so local bandwidth usage from other tasks is ruled out. Then switch routes on the same network and test ordinary websites and the target app separately. If every device slows down at once, check the local network first. If only one app is slow, focus on its split-routing rules, cache and service status. Do not substitute a single speed test for continued real-world access checks.
How should I understand 100+ countries and 150+ routes?
This means VPNLZ covers 100+ countries / 150+ routes overall, providing options across different regions. It does not mean every country has the same number of routes, nor that a particular city or route type is always available. Use the current subscription list in the user panel as the source of truth, then verify your choice by target region, exit result and actual access performance.
Are access problems with AI tools or streaming always caused by the route?
Not necessarily. The network route is only one access factor. The target service may also check the account region, content availability, app version, cache and its own service status. First confirm that the exit region fits the task, then test the web version and app separately after clearing old sessions. If other websites work but one service does not, check that service's requirements instead of treating one result as proof that the entire route is at fault.
BILLING
Billing & Refunds
First distinguish monthly subscriptions, which reset on the activation date, from data packages that never expire. Then check pricing, payment methods and the refund policy.
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 usage frequency and data needs rather than total data alone. File transfers, high-bitrate content and simultaneous use across multiple devices usually consume data faster; for light web browsing, start with your actual usage history.
When does monthly data reset, and how are mid-cycle upgrades handled?
Monthly data resets each month on the activation date rather than being cleared at the start of the calendar month. For a mid-cycle upgrade, the price difference is calculated against the remaining days. Before proceeding, check your current plan and remaining term in the user panel, then continue from the plan selection page so the reset date is not mistaken for the start of a billing month.
Do data packages expire?
Data packages remain available until used and never expire. Available options are ¥158/300GB, ¥358/1000GB and ¥658/3000GB. They suit users with irregular usage who prefer to manage data by cumulative consumption; monthly subscriptions reset on the activation date. Distinguish between these two billing models before choosing instead of comparing data amounts alone.
Which payment methods are supported?
VPNLZ supports Alipay, WeChat Pay and USDT. Open the plan selection page in the user panel and complete the order using the payment methods shown there. Before paying, check the plan type, data allowance and current account again so monthly subscriptions are not confused with data packages that never expire.
How do I request a refund?
VPNLZ offers a 30-day no-questions-asked refund. To request one, read the refund policy first, then sign in to the user panel and open a support ticket describing the order and refund request. Keep your order details before submitting, and avoid creating duplicate tickets for the same issue. The refund policy page governs the applicable scope and requirements.