Support and Troubleshooting

No. icuVPN does not require an email address; you can create an account with a username and password. Keep your login details safe after registration. If you change browsers or devices, use the same username and password to access the user panel.

In the client, find the option to update the subscription, refresh the configuration, or sync settings so it can reload the route list. If refreshing fails, sign in to the user panel, obtain the subscription again, and import it into the client. Do not edit subscription contents manually, or later route changes may not sync correctly.

No. Changing devices does not require another purchase. icuVPN supports simultaneous connections on unlimited devices. Sign in to the user panel on the new device to get the appropriate client and subscription. When you stop using the old device, consider deleting its saved subscription configuration to manage access yourself.

Sign in to the user panel and open the client download section, then choose Windows, macOS, iOS, Android, or Linux. After installation, obtain the subscription from the panel and import it into the client. Marketing pages do not provide static installers or public subscription URLs.

First check your plan status and available traffic, then refresh the subscription and switch to another route. Next, verify that the client has system network permission and that your device date, network environment, and proxy switch are configured correctly. If several routes fail on different networks, sign in to the user panel and submit a ticket with your system details and the displayed error.

A common cause is rule mode: the app's connection has been classified as direct. The app may also use separate network settings instead of following the system proxy. Switch to global mode for comparison, then check routing rules and system network permissions to determine whether the issue comes from the rules or the app itself.

Disconnect and select another route, then test several different websites to avoid mistaking a single-site outage for a connection problem. If nothing changes, temporarily close other software that modifies network settings, restart the client, and refresh the subscription. If access still fails, submit the client error details with a support ticket.

When switching from one network to another, the existing connection may no longer be valid. Disconnect in the client and establish a new connection. If the route list cannot load, first confirm that the current base network can open ordinary websites, then refresh the subscription and test another route. When switching networks frequently, avoid keeping the old connection state.

First check whether the base network has also slowed down, then compare different regions or route types in the same client. Do not repeatedly reconnect to one route or run multiple tools that take over network traffic. If websites work but video stutters, lower the video quality to test the connection, then choose a closer route or one with a more suitable path.

For general browsing, prioritize a nearby route with a stable connection. When accessing content for a specific region, prioritize an exit location matching the target service. A shorter distance is not always better: route type, the base network, and the target service's routing all affect results, so choose based on actual performance.

Confirm that the client has switched to a route in the target region, then reopen the streaming app or website. If the old session still retains the previous region, sign out and back in, then check whether the client is in global mode. Content libraries use changing detection rules, so try another route in the same region if the issue persists.

Device performance, system network permissions, wireless quality, background tasks, and client mode can all create differences. Connect the devices to the same base network, close bandwidth-heavy tasks, and compare them using the same route and destination. If only one device behaves abnormally, check its network settings and client configuration first.

Monthly subscriptions include ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Choose based on your browsing frequency, video usage, and devices. The main difference between plans is monthly traffic, and all can be started through the user panel.

Monthly traffic resets each month on the activation date rather than at the start of the calendar month. For a mid-cycle upgrade, the price difference is prorated for the remaining days. Check your current plan and remaining status in the user panel before choosing a higher traffic tier, and keep monthly subscription rules separate from traffic-package rules.

Traffic packages remain available until used and never expire. Options include ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They suit variable usage or users who prefer pay-as-used access, and follow different rules from monthly subscriptions that reset on the activation date.

icuVPN supports Alipay, WeChat Pay, and USDT. When placing an order, follow the order and payment options shown in the user panel. If the order status does not update correctly after payment, do not create the same order again. Refresh the user panel first, then submit the order details through a support ticket for review.

icuVPN offers 60-day refunds without requiring a reason. To request one, sign in to the user panel, open the support ticket section, provide the relevant order and refund request, and wait for the order status to be checked. Before submitting, make sure you are using the original account that purchased the plan so the order record matches the request.