Help with accounts, connections and routes

No email address is required. Create an account with a username and password through the free-start option in the user dashboard, following the on-screen instructions. Keep your username and password stored separately, and never include your password in public screenshots or support tickets. Since account creation does not require email, do not assume you can reset your password by email. If you have trouble logging in, check your keyboard input, letter case and saved browser account, then visit the support page to see the available contact options. Creating an account and activating a plan are separate steps; check your subscription status in the dashboard.

There is no limit on the number of devices that can be connected at the same time. When switching devices, sign in to the user dashboard with your existing account, download the appropriate client and import your subscription. You do not need to choose a new plan just because you are using a different device. VPN37 supports Windows / macOS / iOS / Android / Linux. Use the relevant platform link in the dashboard to get the client. Unlimited devices does not mean each device has a separate data allowance; check your plan and remaining data in your account before use. If you transfer or stop using a device, remove local subscription and login details so your account information is not left on it.

Sign in to the user dashboard and find your current subscription details in the subscription section. Import them using the option provided in the dashboard or your client’s subscription import feature. To refresh an imported route list, open the client’s subscription or configuration manager, update the current subscription, then make sure you are using the refreshed configuration. If the update fails, check your account status, local connection and the completeness of the link. Make sure spaces added during copying are not treated as part of the link. Your subscription link grants access to your account, so never post it in a public forum. When submitting a support ticket, describe the error without including the full link.

First, make sure the configuration selected in your client matches the subscription you just imported, then check the subscription update history. A successful import only means the client accepted the configuration; it does not confirm that the latest routes were retrieved. If the list is empty, check that your account has an active subscription, that you can reach the dashboard over your network and that the client has not reported a format or read error. If the list is still outdated, update the current configuration, disconnect and select a route again. Do not repeatedly add configurations with the same name before checking the cause. If the issue persists, note your platform, the client’s error message and the steps you took, then submit a ticket. Hide subscription details in screenshots.

A connected status usually means the client has started the connection process; it does not prove that a particular website is reachable. Disconnect and check that your local network can open websites you normally use. Then check the client’s active configuration, selected route and remaining account data. Try another route in the same region and test both your browser and the app that had the problem to tell a route issue from an app setting. If only a particular site is affected, check your account with that site, its regional rules and the app cache. Change one setting at a time and note the result so you can identify the cause.

Apps can handle system proxy settings differently. If your browser works, that does not mean other apps’ traffic will automatically use the same route. Check whether the client is in rule-based or global mode and whether the app is excluded from proxy routing. If the client offers a virtual network adapter or app-level routing option, consult the instructions for your platform before changing it. After changing a setting, fully quit and reopen the app, then check again. If the app has its own proxy settings, make sure they do not conflict with the system settings. Global mode does not guarantee that every app will work; check the app’s own regional and account restrictions too.

Check whether disconnections tend to happen after switching networks, putting the device to sleep or sending the app to the background. If the connection stops after a network change, wait until the network is stable, then disconnect and reconnect. If it fails after sleep, check that the client is still running and that the system is not restricting background network activity. Make sure no other proxy or similar connection tool is also routing system traffic, as settings may conflict. Keep your existing configuration while troubleshooting; do not clear all data. If the issue continues after switching routes, include your platform, what triggered the problem and any error messages in your ticket. These details are more useful than simply saying the connection is unstable.

When submitting an issue through the ticket option in the user dashboard, include your platform, the affected app, the route region, any error message and what you did before and after the issue occurred. If it happens only on a particular network or at a certain time, mention that too. Reproducible steps help distinguish a local configuration issue from a problem with the destination service. Keep useful details visible in screenshots, but hide passwords, full subscription links and sensitive payment information. Never send your account password or share configuration files publicly to explain an issue. Add any troubleshooting results to the original ticket so the context stays together.

Keep the content and device the same while checking whether downloads, syncing or other bandwidth-heavy tasks are using your local network. Pause them, then try another route in the same region and see whether loading or playback improves. If the service allows it, compare a nearby region as well. Do not judge long-term performance by a route name or a single test: local network conditions, cross-border links and load on the destination platform can all affect the experience during peak hours. For video issues, also check the playback quality setting and the device. If the problem continues, note the time, region and app behavior in a support ticket; reinstalling the client repeatedly is not necessary.

These terms describe connection paths; they are not a universal speed ranking for every use case. An IEPL route uses a dedicated link, a relay route forwards traffic through an intermediate access point, and a direct route follows a different path without a relay. Performance also depends on your local network, the destination region and the service you are accessing. To choose a route, first check which region the platform requires, then compare routes in that region under actual usage. A route that works well for browsing may not be ideal for long sessions or continuous streaming. Review the route types on the locations page and choose based on how your apps perform, rather than relying on labels alone.

VPN37 covers 110+ countries with 160+ routes. First check the region required by the service, then consider distance and your local network. A nearby region may be worth trying, but it does not replace checking account-region requirements, content licensing or platform rules. For AI tools, check whether sessions stay active and requests complete. For video, assess actual playback, not just whether the page opens. Where platform rules allow, keep your region consistent and switch deliberately when troubleshooting. Availability on a particular platform depends on actual access and the platform’s current messages; no fixed compatibility is guaranteed.

Not necessarily. A service may consider your exit region, account region, content rights, payment region and saved app state; the route region is only one factor. Make sure the client has selected the new route and that the app is included in the active proxy rules. Then quit and reopen the app to see whether the message changes. If the connection works but the platform still shows a region or account warning, check the platform’s own guidance instead of switching regions at random. A route service cannot replace a platform membership or change the benefits on your account. For a detailed overview of how to assess streaming access, read our complete streaming guide.

Monthly plans: ¥9.9/month includes 60GB · ¥18/month includes 250GB · ¥28/month includes 500GB. Data resets monthly on the date your plan was activated, not necessarily on the first of the calendar month. Check your account status in the dashboard. Choose a plan based on how often you use the service and how much data you consume, not just the number of devices, since simultaneous device use is unlimited. Video streaming, file transfers and everyday browsing use data differently, so review your usage history before changing plans. Check the plan page for full details, and confirm the price, billing method and order before proceeding.

Data packages: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. They remain valid until used and never expire. Monthly subscription data resets each month on the activation date. Choose between them based on your usage habits; a data package is not a monthly subscription with a recurring allowance. If you upgrade a monthly subscription mid-cycle, the price difference is prorated against the remaining days. Check the resulting change on the order or plan page in the user dashboard. Do not estimate a refund or upgrade amount from your remaining data, or assume that allowances from different products will be combined automatically. If you are unsure what a change will do, leave your current plan as is and confirm through a support ticket before proceeding.

VPN37 supports Alipay / WeChat Pay / USDT. Before paying, check the plan, amount and order status shown in the dashboard, then follow the instructions on the order page. If your status has not changed after payment, check the relevant order before creating another one or paying again. Confirm that the payment record matches the dashboard order, and keep the order details and any necessary proof of payment. When submitting a ticket, describe what happened and hide any sensitive information that is not relevant. Use the payment options shown on the order page. Do not send funds through channels outside the dashboard, and do not assume a temporary client connection issue means payment failed.

VPN37 offers a 30-day no-questions-asked refund. To request one, sign in to the user dashboard and open a support ticket with the relevant order and your request. Provide any information needed for the support team to verify it, and read the Terms of Service for the full eligibility details. If you are also having connection issues, include the error message and troubleshooting steps you have tried, but never send your password or full subscription link. Follow up in the same ticket and keep your order records so you can check the status. Submitting a request does not mean the funds have already arrived; check the ticket and payment provider records for the outcome. No processing or arrival time is promised on this page.