Help Center

A connected status usually means the client has established a connection; it doesn’t guarantee that a particular website is reachable. First, pause the accelerated connection and confirm that your local network can access everyday websites. Reconnect, then check your plan status, current configuration, and exit route. Test an ordinary webpage and the service that wouldn’t load to see whether the issue affects all traffic or just one site. If no websites load, check for conflicts involving the system proxy, network takeover permissions, or other networking tools. If only one service fails, check its regional requirements and your client’s routing rules. Change one setting at a time and compare the results.

Browsers and apps may connect to the internet in different ways. Even with the system proxy enabled, some apps may use their own network settings or fall outside the active routing rules. Check whether your client supports per-app routing and make sure the target app isn’t excluded. Then review the app’s own proxy settings. If the client offers a virtual network takeover mode, follow its instructions to check system permissions and supported apps; the mode name alone doesn’t confirm that it’s working. After making changes, fully quit and reopen the app. If it works but you still can’t sign in, check your account status and the service’s regional requirements separately.

Make sure you copied the subscription content from the user panel, not a marketing page, order page, or sign-in page URL. Check that the link is complete and that you didn’t copy line breaks or extra text, then confirm that your client supports the configuration format. If the link returns content but import fails, note the parsing error shown by the client; don’t edit configuration fields you don’t understand. If the route list is empty, check your plan status in the panel and try refreshing the subscription. When submitting a support ticket, say whether the content can’t be retrieved, the configuration can’t be parsed, or the import succeeds but shows no routes. Each points to a different area to check.

Describe the issue through the support ticket section in the user panel. Include your platform, client name, selected route, target website or app, error message, and steps you’ve already tried. For connection issues, say whether changing your local network or exit route made a difference. For billing questions, include the relevant plan and order details. Keep error messages and relevant screens visible in screenshots, but hide passwords, full subscription links, and other sensitive information. Separate what you observed from what you suspect. For example, specify whether a webpage won’t load or you can’t sign in instead of just saying it doesn’t work. This helps avoid unnecessary back-and-forth.

Compare performance on the same device across different local networks to rule out weak Wi-Fi, background downloads, or local congestion. Then keep the target service the same, switch exit routes, and see whether webpages load faster, video buffers less, or streaming output improves. If another route helps, you can keep using the better-performing one for now. If every route is affected, continue checking your local network and client settings. Don’t change the app, exit route, and proxy mode all at once, or it’ll be hard to identify the cause. Peak-hour performance depends on the full connection path, so a route name alone can’t predict how it will work for you.

Start by choosing an exit region that meets the target service’s requirements, then compare the performance of routes in that region. IEPL, relayed, and direct describe how a connection is routed; they aren’t a speed ranking that applies to every network. For extended AI or video use, pay attention to connection stability, interruptions, and whether the exit region meets the service’s requirements. For everyday browsing, try the route that responds best on your current network. U6VPN covers 90+ countries / 170+ routes. Check the user panel and routes page to see the available options, but there’s no need to keep switching a configuration that already works just to try a different route type.

Network connectivity and platform access are separate things. A service may consider your exit IP, account region, sign-in history, and its own rules. So a connected status in your client doesn’t guarantee that every feature will be available to your account. Check that the exit region matches the service’s requirements, confirm that the app is actually using that route, and make sure your account is eligible. Keep your access environment consistent where possible, and avoid switching regions repeatedly while trying to sign in. Streaming catalogs and AI tool availability depend on each platform’s current checks; a route’s country alone doesn’t guarantee access to particular features or content.

A speed test usually measures the connection between your device and one test server, while video and AI tools use different service paths. Apps may also be affected by routing rules, connection stability, platform load, and account restrictions. First identify whether the issue is slow initial loading, buffering during playback, or generated content stopping midway. Then test the affected app again using the same exit route. AI tools in a browser and command-line tools may use different proxy settings, so check them separately. A speed test can’t guarantee performance across all services. A description of what happened in the specific app is more useful than a speed-test screenshot alone.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data resets monthly on the activation date. If you upgrade mid-cycle, the price difference is prorated for the remaining days. Data packages: ¥158 for 300GB · ¥358 for 1000GB · ¥658 for 3000GB. They last until used and never expire. When comparing options, distinguish monthly plans that reset from data packages that are drawn down as you use them, then choose based on your usage. Before ordering, check the plan name, billing method, and amount shown in the panel. Don’t apply the data package’s no-expiration rule to monthly plans, or assume monthly plan data resets on the first of each calendar month.

Supported payment methods: Alipay / WeChat Pay / USDT. Before paying, confirm the plan and amount on your order, then follow the checkout instructions. If your plan doesn’t update after payment, check that the order and account match in the user panel, then verify the payment status with your payment provider. If the provider shows the payment as complete but the panel hasn’t updated, submit a support ticket with the order details and a payment receipt with sensitive information hidden. Don’t submit another payment just because the page hasn’t changed, and don’t treat an in-progress payment screen as confirmation. Check both the order status and the plan status.

U6VPN offers 7-day no-questions-asked refunds. Before requesting one, read the refund terms in the Terms of Service. Then open a support ticket in the user panel and include your refund request and the relevant order details. If you’re also having connection issues, you can describe them to help with the review, but don’t include your account password or full subscription link. Check for updates in the same ticket, and keep any follow-up information in that thread. Eligibility and handling are subject to the Terms of Service and order review. This page makes no additional promises about processing times or conditions not listed there.

Check your current plan, remaining data, and plan status in the user panel, then compare them with what your client shows. Client cache or local usage statistics may not match your account’s billing records, so if there’s a discrepancy, refresh the subscription and check the panel again. Monthly plan data resets each month on the activation date. If you upgrade mid-cycle, the price difference is prorated for the remaining days. Check the order details before upgrading, then confirm the plan name and remaining validity afterward. Data packages last until used and never expire. If the discrepancy is still unclear, attach relevant screenshots to a support ticket. Don’t assume compensation or data-stacking rules that aren’t stated in your order.