Common subscription and connection questions

You can create an account with a username and password—no email address required. Before submitting, choose a username you can remember, use a unique password, and save it in a trusted password manager. Since your account is not linked to an email address, don't assume you can reset your password by email. First check your username, keyboard input settings, and the password saved in your password manager. If you still can't log in, see the Support page for guidance and have order details ready to help verify account ownership. Never send your password or complete payment credentials. Account verification and next steps depend on the instructions provided by Support.

Log in to the user panel and find the subscription link in your account overview. Then open the client, locate the subscription you imported, and refresh or update it. Check that the server list has reloaded and that you're using this updated configuration, not an older import. If the client says the link has expired, first check your plan status and remaining data in the panel. Copy and import a new link only if the panel shows that it has changed. Treat your subscription link like a credential: don't post it in public chats, screenshots, or online parsing tools. When contacting Support, describe the error without sharing the full link.

There is no limit on the number of devices connected at the same time, so you don't need to change plans just because you switch or add a device. Supported platforms include Windows / macOS / iOS / Android / Linux. Log in to the user panel on your new device to get the appropriate client, then import your subscription and grant the permissions required by the system. Keep an eye on your remaining plan data when using multiple devices: unlimited devices does not mean unlimited data. When you stop using an old device, remove any saved account details and subscription configuration. If a device is lost or your subscription may have been exposed, contact Support for guidance and don't share the old link with anyone else.

No. NanNanVPN's no-logs policy describes the service's privacy practices; it doesn't mean you can share your account password, subscription link, or local device data publicly. Your subscription link imports server configurations, and anyone with the link may be able to use the associated subscription resources, so protect it like a password. After using a public device, log out of the user panel and remove saved configurations to prevent the browser from autofilling your account details. When reporting an issue, redact your username, subscription address, and sensitive order details from screenshots. A network connection doesn't replace the security of your accounts on other websites. For details about the privacy policy, see the Privacy Policy page.

Disconnect the client first and check that your local network can open everyday websites. If the local network itself isn't working, resolve that connection issue first. Then log in to the user panel, check that your plan is active and has data remaining, refresh your subscription, and try another server. Make sure the client has the network permissions required by your system and that no other network-management tools are running at the same time. Change one thing at a time and note the results so you can tell what made a difference. If you still can't connect, tell Support your device platform, the error shown in the client, the server you selected, and when the issue occurs.

Web browsers and apps may use different network paths, so a working browser doesn't mean every app is covered by the client's proxy. Check the client's current mode, routing rules, and app exclusions to make sure the app isn't set to connect directly. Some apps don't use the system proxy; check your client’s documentation for how it handles traffic. Don't change unfamiliar system settings just to troubleshoot. Close and reopen the app, then check whether it reports a region, account-permission, or service issue. If only that app is affected, send Support the app name and error details rather than assuming the entire server is down.

After sleep or a network change, your existing connection may need to be re-established. Make sure the device is connected to a working network, then disconnect and reconnect to the current server in your client. If the issue persists, try another server. On mobile devices, check whether the system restricts the client from running in the background; review battery-saving and background permissions in system settings without disabling unrelated security features. If the problem repeatedly follows the same type of network change, note the network types before and after, the client status, and any error message. You don't need to keep deleting the subscription while troubleshooting. First make sure the configuration is still there and can be updated so a connection issue doesn't turn into a lost configuration.

Start with your device platform, client name, and the circumstances in which the problem occurs. Say whether all websites are affected or only one app. Include the server you selected, the error shown in the client, what you've already tried, and whether switching servers or local networks changed anything. You can submit a ticket from the user panel or check the Support page for instructions. Include only relevant parts of screenshots, and redact account details, the full subscription link, and sensitive payment information. Don't send your password. A clear description of how to reproduce the issue is usually more helpful than repeatedly reporting that the connection failed. Support will let you know if more information is needed.

Check the server and your local network first; changing plans shouldn't be your default fix for a slow connection. Pause downloads or sync tasks using your network, check your local connection, then compare other servers under similar conditions. If only one website is slow, its own load or regional restrictions may be a factor. Monthly plans are listed by price and data allowance; no speed tier is specified or guaranteed, and more data won't resolve congestion. If the problem continues, note when it occurs, which server you used, and what changed after switching. Submit those details in a ticket and use the actual connection results to guide your next steps.

These terms describe how routes are arranged, not a fixed ranking of how well they'll work with every website. IEPL typically refers to dedicated transport on a cross-border link. A relay route passes through an intermediate node before reaching its exit, while a direct route uses a direct path between the local network and the destination entry point. Your experience also depends on your local carrier, time of day, exit region, and the destination website. Choose a region based on what you need to access, then compare the available route types in your client. A route name doesn't guarantee better speed or suitability, and there's no need to keep chasing different labels. Once you find a route that works well on your current network, keep another option as a backup.

NanNanVPN offers 90+ countries / 190+ routes. Check the user panel and your updated subscription list for the currently available options. For AI tools or streaming, first check which regions the service supports, then try the corresponding exit location. Region matching is only one factor: your account region, subscription permissions, payment details, and the service's own rules may also affect access. Route coverage doesn't guarantee access on every platform or a particular content library or result. If you see a region-related message, note its exact wording and the route you used. Avoid repeatedly switching regions before you've identified the cause.

Connected usually means the client has established a network connection; it doesn't confirm access to every website you want to use. Open the page and check that it loads, lets you sign in, and supports the actions you need. If the homepage loads but other features don't work, the issue may involve other website requests, app routing, account permissions, or the service itself. First determine whether the problem affects one website or is more widespread, then check your rules and route. Don't repeatedly reinstall the client based only on its status message. A connection also doesn't mean all traffic on your device follows the same path; check the client's current mode and routing configuration to see what is covered.

Monthly plans: ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data resets monthly on your activation date. Data packs: ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They're valid until used and never expire. If you use the service regularly and want to manage data month to month, compare the monthly plans. If your usage is less predictable, consider a data pack. Choose based on your actual usage rather than the speed of a single connection. Check all prices and billing details on the Plans page, and confirm the plan name, amount, and data shown in the user panel before paying.

Monthly plan data resets each month on your activation date, not at the start of a calendar month. Check your plan status and data details in the user panel rather than relying on the calendar to predict when your allowance renews. For a mid-cycle upgrade, the price difference is prorated for the remaining days. Check the order details before submitting; don't assume you'll receive a full new billing period or a set amount of extra data. Data packs are billed differently from monthly plans: they remain valid until used and never expire, so monthly reset rules don't apply. If you're unsure which type of plan you have, check your order and plan name, then contact Support before making changes.

Alipay / WeChat Pay / USDT are supported. Choose a plan in the user panel and open the payment option for the relevant order. Check the amount and order status before paying. If the panel doesn't update right away, refresh the order page and see whether the original order has changed. Also confirm the payment status in your payment app. Don't create and pay for another order for the same purchase until you've checked what happened to the first one. If your payment app shows that payment is complete but the order hasn't updated, submit a ticket with the order number and necessary payment record, redacting unrelated sensitive details. Never post your password or complete payment credentials in a public discussion.

NanNanVPN offers a 7-day no-questions-asked refund. To request one, review the Refund Policy, log in to the user panel, and submit a ticket with the relevant order number so Support can locate it. You don't have to troubleshoot a technical issue before requesting a refund under this policy. If you also need technical help, include the issue in your ticket. Check the relevant order and payment details before submitting; eligibility is subject to the Refund Policy. Follow up on the refund and next steps in the original ticket. Don't share sensitive payment details in public comments or assume when the refund will arrive.