VPNBig Help & Support

You can create an account with a username and password—no email address required. Save both in a trusted password manager rather than a temporary note on your current device. Creating an account does not activate a subscription; check your plan, data allowance, and subscription status in the user panel. If you can’t log in, make sure you’re entering your username, then check your keyboard input, capitalization, and any extra spaces. Since there’s no email address linked to your account, don’t assume email recovery is available. For access issues, see the support options on the Contact page. Never share your password or full subscription link with anyone.

There’s no limit on the number of devices connected at the same time, so switching devices alone doesn’t require another purchase. Supported platforms include Windows / macOS / iOS / Android / Linux. Sign in to your existing account on the new device, get the appropriate client through the user panel, import your subscription, and check your plan status. Device limits and data allowances are separate: unlimited devices doesn’t mean unlimited data, so check your account’s data balance before using each device. When you stop using an old device, remove the saved subscription from its client to reduce the amount of subscription information stored there. Follow the user panel’s instructions for platform-specific downloads and access, and avoid installers from unknown sources.

Sign in to the user panel and check your account overview to make sure your subscription is active. Then use the panel’s subscription link to import it into your client. When the route list appears, confirm that the selected profile is the subscription you just imported, not another profile you had saved earlier. Choose a route suited to your destination and connect. Finally, test both a regular webpage and the app you want to use; a working webpage doesn’t necessarily mean every app is connected correctly. If no routes appear in the client, check the import result and any error messages, then try updating the configuration. Your subscription link contains account access details, so protect it like a password. Don’t include it in public screenshots, comments, or shared documents.

First, find the update or refresh option for your current subscription in the client. Wait for it to finish, check the result, then select a route again. Updating a subscription fetches the latest configuration through the existing link; it doesn’t necessarily mean you need a new link. If the refresh fails, check your connection, the subscription status in the user panel, and whether the link saved in the client is complete. Avoid importing it repeatedly, which can leave you with many hard-to-identify profiles. If the panel shows that the link has changed, use the current link there and replace the old profile on each device. If you think the link has been exposed, check whether the panel offers a reset option or ask support through a ticket. Don’t paste the full link into the ticket.

Temporarily disconnect the client and check whether regular webpages load over your local network. If they don’t, troubleshoot the local connection first. Then sign in to the user panel to check your subscription status and remaining data. Update the subscription in your client and test another route suited to your destination. Check whether other network tools are running on your device and might be overriding the proxy settings. Change just one setting at a time and note what happens before and after. If every route fails, save the client’s error message and the time it occurred, then submit a support ticket. Don’t start by reinstalling the client, as you could lose useful troubleshooting information.

Your browser and apps may use different network routes. Check whether the client uses rule-based routing and whether requests from the app are assigned to the expected route. Some apps may not follow the system proxy. After reviewing the client’s guidance, you can temporarily switch connection modes to compare results, then restore the settings you prefer for everyday use. After changing routes, fully close and reopen the app to see if the same message appears. If only a specific feature fails, check the app account’s region, service availability, and the app’s own status. In your support ticket, include the app name, the page where it fails, and your current mode. Don’t just say the internet isn’t working, and never include your account password.

After switching local networks or waking your device from sleep, you may need to reconnect. First, make sure the new network works, then check the connection status in your client. Disconnect and reconnect, and reopen the app you want to use. If this keeps happening, check whether your system restricts the client’s background activity or network access, and whether other network tools have changed your proxy settings. Don’t disable unfamiliar security settings just to keep a connection active. If the issue occurs on only one local network, note that and compare it with your results on other networks. If it happens across networks, save the client’s message and submit a ticket with your device platform, the action that triggered the issue, and how you restored the connection.

Submit your issue through the ticket section of the user panel. Include your device platform, client name, selected route, connection direction, target app, time of the issue, and the exact error message. Note whether regular webpages work, whether you’ve updated your subscription, and what changes when you switch routes or local networks. These comparisons are more useful than a screenshot that only shows a failed connection. Before sharing screenshots, hide personal details that aren’t needed to investigate the issue. In particular, cover passwords, sensitive payment details, and your full subscription link. Redact access details from logs, too. If you have an update, add it to the existing ticket so support can follow the troubleshooting history instead of handling duplicate reports.

Start with the location of the service you want to access, then choose a route for that use. If you’re outside China and want to access Chinese video services or apps, choose a route suited to access in China. For international websites or AI tools, check that the international route matches the service’s supported region. VPNBig covers 110+ countries / 250+ routes, but broad coverage doesn’t replace checking an individual app’s regional requirements. A city name alone doesn’t tell you whether a route will work for every purpose; consider the user panel’s guidance and the app’s response. When choosing a route, distinguish your current location, the route’s exit location, and the region associated with your service account. These may differ. If you’re unsure, include your current location and target app in a support ticket to explain what you need.

Pause other downloads or sync tasks using your network, and check that your local connection isn’t also lagging. Then test the video you want to watch. For Chinese streaming from outside China, compare the IEPL routes recommended in the route guide. For everyday browsing, you can also compare transit routes. Route type can help inform your choice, but it doesn’t guarantee performance at every time of day. Keep the same video and quality while testing, and change only the route to avoid introducing multiple variables. If buffering continues, lower the quality and compare again; check whether the issue is limited to one platform. Peak-hour performance can be affected by your local network, the connection path, and the streaming service. Include the time, route, and specific playback issue in your ticket.

A connected route only means the client has established a connection; it doesn’t mean the streaming service’s playback requirements are all met. Video platforms may check your exit location, account region, content rights, and subscription status. A network route won’t change those details automatically. First, check that your selected exit location matches the region where you want to watch. Then close and reopen the app and check whether your account and the specific title are supported there. If some content works but a particular title doesn’t, check that title’s regional availability first. If nothing works on the platform, review your route and routing rules. Don’t change your payment region or submit false account information as part of troubleshooting. For more on regional availability and playback quality, see the viewing guide.

An AI tool’s homepage, login, and feature requests may use different service addresses. Loading the homepage doesn’t mean later requests are using the same route. Check whether your client’s rules cover the tool’s related requests, then confirm the service’s currently supported regions, your account’s eligibility, and its status. Keep the exit location consistent while testing to help distinguish network issues from account messages. Avoid repeatedly switching regions and logging in again. If the service shows a clear account or region notice, follow the platform’s rules; a network route can’t replace service eligibility. In a support ticket, include the tool name, the step that fails, and a screenshot of the error with personal details hidden. Don’t share session credentials, keys, or chat content.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data resets monthly on the date your plan starts. Choose based on your video streaming, everyday browsing, and device use. Unlimited simultaneous devices doesn’t mean unlimited data, and a reset on your plan’s start date isn’t the same as a reset at the beginning of each calendar month. After activation, check your plan name, data allowance, and status in the user panel, and use the panel’s information to plan your usage. If your data use changes noticeably, check for background downloads, sync tasks, or other connected devices before deciding whether to change plans. See the Plans page for all options and billing details, then choose a plan in the panel.

Data packages are ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. Use the data as needed; it never expires. Monthly plans reset data on the date they start, while data packages draw down from a fixed allowance. Compare the two options based on your usage—don’t assume a data package gets topped up each month. Occasional use and frequent video streaming call for different amounts of data, so check your current plan and balance before choosing a billing option. If you already have another subscription, don’t assume a new purchase will stack, replace it, or change which allowance is used first. Check the user panel for details about your account; if anything is unclear, confirm through a support ticket before proceeding.

When you upgrade mid-cycle, the price difference is converted into remaining days. Before proceeding, check your current plan, target plan, and order confirmation details in the user panel, then verify the resulting status. Don’t assume you’ll only need to pay the difference between the listed prices, and don’t apply monthly plan upgrade rules to data packages; the two billing types work differently. If the confirmation page doesn’t match your expectations, exit the confirmation process and submit a support ticket with your current plan and the plan you want. Support can help review the details. After completing an upgrade, save the order number and check your account status. Don’t repeatedly submit the same change when the result is unclear, as this can complicate order review.

We accept Alipay / WeChat Pay / USDT. Create an order in the user panel and follow the payment details shown for that order. Don’t use payment information from chat logs or old screenshots. After paying, return to the panel to check the order and plan status. If the payment page and panel don’t match, refresh the order and make sure you’re using the same account before considering another payment. For support, submit a ticket with the order number, selected plan, and a screenshot of the payment result. Hide personal details that aren’t needed for verification. Payment completion and updating the subscription in your client are separate steps. Once your account status looks correct, update the subscription in the client and check the route list and connection status.

VPNBig offers a 7-day no-questions-asked refund. To request one, sign in to the user panel and clearly state your request through the ticket section. Include the order number so support can verify the order and account. You can describe your experience, but don’t attach your full subscription link, account password, or unrelated personal information. Read the Terms of Service for refund eligibility and conditions, and follow up in the original ticket for progress. If the payment status is still being checked, explain both the payment result and order status so an unconfirmed order isn’t treated as a completed refund. No additional processing method or arrival time is promised; these depend on order verification and the support team’s response.