Subscription & Connection Help

No email address is required. Create an account with a username and password, and keep both secure. Don’t store your account credentials alongside your subscription link in public notes or shared chats. Since accounts don’t require an email address, email recovery may not be available. If you forget your password, check your password manager and any devices where you’re still signed in. If you can access the user panel, open a support ticket to explain the issue. When sharing order details for verification, redact sensitive payment information. Never send your account password, and don’t repeatedly create new accounts in an attempt to recover access.

Sign in to the user panel and check your plan status. Get your subscription from the panel’s subscription section, then import it in your client’s configuration or subscription manager. If you already have a configuration, use the update option for that subscription instead of deleting the entire client. Once updated, select a route again and connect. If the update fails, check that your device has a working local network connection, then make sure the copied link is complete and contains no extra spaces or line breaks. Your subscription link contains account access information, so treat it like a credential. Don’t paste it into public speed tests or forums, or include it in support ticket screenshots. Menu names vary by client; follow the options shown in your app.

Unlimited simultaneous connections are supported, so switching devices alone doesn’t require another plan. Windows / macOS / iOS / Android / Linux are supported. On your new device, sign in to the user panel, open the client download section, and import your subscription using the client’s instructions. You must sign in to get your subscription; don’t copy the entire software folder from an old device and treat it as an installer. Unlimited connections and data allowance are separate: keep an eye on your plan’s data status. If your client reports a device limit, save the exact message and check which account and configuration you’re using before opening a support ticket. Don’t assume you need to upgrade your plan.

In the user panel, make sure you’re signed in to the account used for payment, then check the order and plan status. A redirect from the payment page doesn’t confirm that your client has synced. Once the panel shows the correct status, update the relevant subscription in your client and make sure the newly updated configuration is enabled—not an old configuration with a similar name or a local backup. If the route list has changed but you still can’t connect, disconnect and select a route again. If the panel status is wrong, keep your order details and payment confirmation and open a support ticket. If the panel is correct but the client isn’t, include the client name, system environment and exact error message. Don’t pay again to try to fix a configuration issue.

Disconnect the proxy and make sure your local network can reach everyday websites. Check whether you need to complete a network sign-in page. Then review your plan and data status in the user panel, update your client subscription and test another route. When you connect, check whether your system asks you to grant VPN or network extension permissions. If it does, approve the request before continuing. If other proxy apps, network filters or security software are running, temporarily disable any conflicting network features and compare the results, changing only one setting at a time. If switching networks fixes the issue, focus on the original network. If you still can’t connect on different networks, send the full error message to support in a ticket.

“Connected” means the client has established a connection; it doesn’t guarantee that browser traffic is being routed as expected. Make sure the current configuration is enabled, then check that the system proxy or the client’s network routing feature is working. See whether the same issue affects multiple websites. If only certain domains are affected, check for DNS errors in the client and restore its recommended DNS settings. Don’t combine multiple configurations from untrusted tutorials. Browser extensions, other proxy apps and system network settings can also affect traffic routing. After making a change, reopen the browser and test again. If the issue persists, note the website, current mode and error message to help narrow it down.

Some apps don’t follow the system proxy, or a client routing rule may send their traffic directly. Check the current proxy mode and which rules are being applied. Make sure the app or its related domains aren’t excluded. If your client supports it, temporarily switch to a mode that covers more traffic for comparison, then restore your usual settings. Some network routing features require system permissions; switching routes alone won’t help if permission hasn’t been granted. If only sign-in, attachments or media are affected, the relevant requests may use different domains, so note each symptom separately. Don’t send support your app password or private conversations. The app name, steps to reproduce the issue and a redacted error message are enough.

First, work out whether the connection is dropping in the background or the subscription download is failing. For background disconnections, check whether your system restricts background activity or battery optimisation pauses network access. Also check whether the system VPN stays connected when you switch networks. Adjust these settings as allowed by your system, then check what happens when you lock the screen and return to the app. If the subscription download fails, confirm that your local network works, your plan status is active in the panel, and you’re updating the correct subscription. Avoid repeatedly uninstalling the app; that can erase useful error details. If the issue occurs only on a particular network or after a specific action, describe how to reproduce it in a support ticket and include your system environment, client name and connection mode.

Start by filtering routes by use case and destination, then compare how they perform in practice. IEPL, relayed and direct describe different connection paths; the label alone can’t tell you how a route will perform on your current network. For meetings and collaboration, check for clear, uninterrupted audio and timely document uploads. For media, see whether playback keeps buffering. For regular websites, compare loading and interaction. Keep the destination service and device setup the same, and avoid changing the region, mode and app settings all at once. I8VPN covers 120+ countries / 160+ routes. The routes available to you are listed in your account subscription; don’t judge performance by geographic distance or route name alone.

First, check whether the slowdown affects only the service you’re using. Then look for large downloads, system updates or other tasks consuming bandwidth on your local network. Keep your device and destination service the same while comparing other routes and route types. If possible, test another local network to help distinguish issues with Wi-Fi, your network provider or the cross-border connection. For video calls, temporarily reduce unnecessary background transfers. For media playback, try a different in-app quality setting for comparison. A slowdown doesn’t necessarily mean you’ve used all your data, and one speed test isn’t enough to draw a conclusion. When contacting support, include when it happened, your location, the route name and what the slowdown looked like.

Check the service’s own regional and account requirements first. Then confirm the exit region selected in your client and whether requests to the service are actually using that route. Loading a website doesn’t necessarily mean every feature will work; account region, session state and the service’s own rules can all affect access. Keep your account settings unchanged, select a route in a region supported by the service, and test again. Check for interference from an existing session or routing rule. Route coverage isn’t a long-term guarantee that every third-party feature will work. If the issue continues, share the service name, exact message and route name with support. Don’t share third-party account credentials or repeatedly change payment details to troubleshoot.

I8VPN follows a no-logs policy. Information you choose to share for troubleshooting is separate from your everyday browsing history. You can provide limited details needed to reproduce an issue, such as your system environment, client name, selected route, error message and when it occurred. Read the privacy policy before deciding what to share. Redact subscription links, account credentials, sensitive payment details and private communications from screenshots. Don’t upload an entire configuration or log file without checking it first; it may contain access credentials. Focus your report on the connection issue and checks you’ve already completed. There’s no need to include unrelated browsing activity. If more information is needed, confirm what’s required in the support ticket first.

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 started, not at the beginning of each calendar month. Check your account’s data usage during your usual web, collaboration and media activities to decide whether to change plans. Data use varies by activity, so an allowance can’t be converted into a fixed number of hours. If you upgrade partway through a plan, the price difference is prorated for the remaining days. Check the order details shown in the panel before proceeding. If your client and the panel show different data statuses, update your subscription and verify the account first; don’t place another order to try to refresh the data status.

Data packs are ¥158/300GB, ¥358/1000GB and ¥658/3000GB. They’re used until the data runs out and never expire. Monthly plans provide data based on the selected tier and reset monthly on the plan’s start date. Compare plans based on whether you prefer monthly access or data-based usage, and choose according to your needs—not just the payment amount. A data pack that never expires doesn’t mean it offers unlimited data. Don’t assume how data is deducted or combined when a data pack and monthly plan are both active. If you already have a plan, check the order details before switching or adding a data pack. Contact support to confirm any unclear questions about data deductions, switching plans or account status before making changes.

Alipay / WeChat Pay / USDT are supported. Before paying, check the plan, amount and order status in the user panel, then follow the payment instructions for your current order. If your plan hasn’t updated after payment, return to the original account and check the order. Make sure you haven’t signed in to a different account, and don’t pay again before checking. Keep your order details and payment confirmation, then open a ticket in the user panel with your payment method, selected plan and current status. Redact payment details that aren’t needed for verification from screenshots. Never send your account password or subscription link. If the amount or status doesn’t match, verify the order first. Don’t assume the payment failed or create another order to replace it.

I8VPN offers a 7-day refund policy. To request a refund, sign in to the account used for payment, open a ticket in the user panel and clearly state that you’re requesting a refund. Include the order details needed for verification. See the refund section of the Terms of Service for the specific terms. If you’re also experiencing connection issues, include your system environment, client name, selected route, exact error message and troubleshooting steps you’ve already tried. This helps distinguish a technical support request from a refund request. Redact subscription links and sensitive payment details before submitting, and never send your password. Check ticket replies and your account records for updates. Don’t assume a processing or arrival time that isn’t stated on the site, and don’t pay again to request a refund.