Subscription and connection FAQs

No email address is needed. Create an account with a username and password. Keep your login details safe, and choose a password for X5VPN that you don’t use on other websites. Before getting started, make sure you’re on x5vpn.com, then open the user dashboard from the site. Use your account to check your subscription, get the client, review orders and submit support tickets. Handle follow-up issues through the dashboard, and never post your password in public comments or share it with other users.

Sign in to the user dashboard and find your subscription details in the account overview. Add the subscription using the import method provided by your client. To update an existing subscription, open the client’s subscription or configuration manager, select the relevant subscription and run an update. Then check that the route list has refreshed. Updating a subscription and updating the client are different: the former fetches configuration changes; the latter installs a new version of the app. If an update fails, check your account status and local network first, then verify the current subscription link in the dashboard. Avoid continuing to use an outdated configuration that may no longer work.

There’s no device limit, so switching devices alone doesn’t mean you need a different plan. Sign in to the dashboard on your new device, get the client and subscription for its platform, then import the subscription and check the connection. If multiple devices share one subscription, keep their combined data usage in mind: unlimited devices doesn’t mean unlimited data. Before handing off or retiring an old device, sign out, remove local subscription settings and clear subscription details that may be saved in your clipboard or screenshots.

Your subscription link contains credentials used to retrieve your configuration, so treat it as sensitive information and don’t share it publicly. For troubleshooting, share the client name, operating system, error message and steps you took instead. Redact the full link and account details from screenshots. If the link has already been exposed, remove the public post, then describe what happened in a dashboard support ticket and follow the dashboard prompts or support team’s guidance to handle the subscription credentials. Deleting a chat doesn’t prove that nobody saved the link, and changing your account password doesn’t necessarily invalidate the subscription link.

X5VPN supports Windows / macOS / iOS / Android / Linux. You can get the Windows, macOS, Android and Linux clients after signing in to the dashboard; you don’t need to have purchased a plan. Get your subscription from the dashboard after signing in, too. For iOS, follow the eligibility information shown in the dashboard. Users with an active, unexpired plan can access the relevant download option. Follow the instructions for your platform, avoid downloading apps with the same name from unverified sources, and remember that installing the client doesn’t mean your subscription has been imported or your connection is working.

Disconnect the proxy first and check that your local network can reach everyday websites. Then check your subscription status and data usage in the dashboard. Update the subscription, try a different route and make sure your operating system allows the client to add or enable a VPN configuration. If other proxy or network-filtering tools are running on your device, quit them temporarily to rule out configuration conflicts. Change one setting at a time and keep a record of the original settings so you can identify what helped. Don’t delete every configuration at the outset—you could lose useful troubleshooting information.

Apps handle network settings differently, so a working browser doesn’t mean every app is using the same proxy route. Check whether the client is using rule-based routing or global proxy mode, then see if the app is set to connect directly or has its own proxy settings. If the client supports system tunnel mode, check its instructions for the required permissions and settings rather than switching modes at random. After making changes, quit and reopen the app so it doesn’t keep using an existing connection. On managed work devices, check your organization’s network-use requirements first.

First identify the error: can’t reach the subscription URL, configuration parsing failed, or account status issue? If the URL can’t be reached, check your local network and make sure the copied link has no missing characters or extra spaces. If parsing fails, check that the import method is compatible with your client. Get the current subscription link from the dashboard and try updating the relevant configuration again. Don’t repeatedly add duplicate subscriptions. If the list is still empty, submit a support ticket with the error message, client and operating system details. Redact the subscription URL from screenshots and never share the full configuration publicly.

Not necessarily. Device sleep, a network change or background restrictions can interrupt an existing connection. Check that your current network works, then disconnect and reconnect in the client. If the issue often occurs after the app has been running in the background, check your system’s battery management, background permissions and client settings. If it happens only on one network, compare the connection on another. Revisit the subscription only if it shows an error, the configuration is missing or the dashboard says an update is needed. This keeps connection recovery separate from subscription import issues.

Open a support ticket from the user dashboard. Include your device’s operating system, client name, when the issue occurred and the network you were using. Say whether all routes are unavailable or just one route or app is affected. List the steps you’ve tried—such as updating the subscription, switching routes or reconnecting—and what happened after each one. The exact error message is usually more helpful than simply saying it doesn’t work. Redact your password, subscription link and other sensitive details from screenshots. If logs are needed, review them first and submit them as directed by support. Don’t post your full configuration file publicly.

Pause downloads, cloud-drive syncing and other tasks that use a lot of network bandwidth, then check everyday browsing with the proxy disconnected. Next, keep the same app and similar usage conditions while comparing different routes. Don’t change the network, client and destination site all at once. If only one route is slow, try another. If everything is slow, check both your local Wi-Fi signal and broadband connection. When contacting support, include when and where it happened and what you observed across routes. This is more useful than a single speed-test screenshot.

Route types describe how a connection is delivered; the label alone doesn’t determine how it will perform. IEPL routes use dedicated cross-border links, relay routes connect through intermediate nodes, and direct routes rely more directly on the public network path from your local network to the destination entry point. Start with the region your app needs, then compare performance on your usual network and at the times you normally connect. Don’t assume a route type is always faster, or that every region offers every type. Check the current route list in the dashboard for available options.

A speed test usually reflects performance between your device and one test server. Real-world browsing and video also depend on the destination service, content delivery network, routing rules and app cache. First confirm that the app is actually using your selected route, then compare routes using the same content and video quality. For video issues, check whether loading is slow at the start, playback keeps buffering or only one title is affected. For websites, see whether all sites are slow or just one. Bandwidth, latency and stability all matter, depending on what you’re doing; one speed-test result can’t predict performance across every service.

X5VPN covers 110+ countries and 180+ routes. Check the route list in the dashboard for currently available regions. Coverage doesn’t guarantee access to any particular platform: streaming services and AI tools may also determine availability based on account region, subscription eligibility, detected exit location and their own policies. Check the platform’s account and usage requirements, then connect to a suitable region to test. If something doesn’t work, note the platform’s message and distinguish a network connection issue from an account restriction rather than just switching routes.

Global proxy mode isn’t the right answer for every situation. Rule-based routing lets you choose direct or proxy connections according to specific rules. Global proxy mode can help compare an app’s connection path while troubleshooting, but it may also send services that work better directly through the proxy. Check your client’s documentation to understand each mode, then choose settings based on the apps you use. After testing, restore the setup that suits your everyday use and check that work apps, local network access and commonly used services still work. If an app works in global mode but not in rule-based mode, check the routing rules and app matching first.

Monthly subscriptions: ¥9.9/month for 60GB, ¥18/month for 250GB, or ¥28/month for 500GB. Data packages: ¥158/300GB, ¥358/1000GB, or ¥658/3000GB. A monthly subscription suits regular use when you can estimate your typical monthly usage. Data packages last until used and never expire, making them a better fit if your usage is irregular. Consider combined usage across video, downloads and multiple devices rather than comparing prices alone. See the pricing page for all options. Choose and pay through the user dashboard.

Monthly subscription data resets each month on the day you signed up. Data packages last until used and never expire. To check your usage, confirm which billing type your account uses and review the subscription status shown in the dashboard; don’t assume all data resets at the start of the calendar month. Keep track of combined usage when multiple devices share a subscription. If the dashboard doesn’t match your understanding, save the relevant order and usage details and check with support through a ticket. Don’t select another plan before you’ve confirmed what happened.

If you upgrade a monthly subscription mid-cycle, the price difference is converted into the remaining days. Before upgrading, check your current subscription status in the dashboard and review the order details shown on the change page. Continue only after confirming them. Don’t assume the difference is a fixed top-up, extra data or a fresh full billing cycle. Other services’ policies may not apply to X5VPN. If you have questions about the changes shown in the dashboard, confirm them through a support ticket before proceeding.

X5VPN supports Alipay / WeChat Pay / USDT. Open the relevant order in the user dashboard and follow the payment details shown there. If your status hasn’t updated after payment, return to the original order to check its status and confirm that your payment record matches it. Don’t create or pay for duplicate orders just to refresh the status. If you still can’t confirm the result, submit a support ticket through the dashboard with your order details and a redacted payment receipt. For USDT payments, carefully check the network and receiving details shown on that order. Don’t use details from another order or an old screenshot.

X5VPN offers a 60-day money-back guarantee. To request a refund, sign in to the user dashboard and submit a support ticket explaining your request, with the relevant order details. Check the refund policy for eligibility. You don’t need to prove that a route is faulty to request a refund. If you’d like, include feedback about your experience to help distinguish a refund request from a technical support issue. Check your ticket for a reply and follow the instructions. Don’t share payment receipts or account details publicly. Refund completion and arrival depend on the actual processing outcome; this page doesn’t promise a processing or arrival time.