Find help by issue type

JNVPN Help Center

From account settings and subscription imports to route selection and refund requests, common issues are organized in the order you encounter them. When something goes wrong, identify the issue category first and work through the checks step by step.

Open a support ticket View guides
No email address required Unlimited devices 30-day refunds, no reason required
Troubleshooting order

Start with the issue type

Account issues are usually related to plan status, subscription updates, or moving to another device. For connection issues, verify the local network first, then check the client and route. Speed issues require separating the target region, route distance, and use case. For order issues, return to the user panel and verify the plan and payment records. Following this order helps prevent new problems caused by repeatedly changing configurations.

Account basics

Accounts & subscriptions

Get help with signup, plan activation, subscription retrieval, and device changes. For subscription changes, retrieve the current details from the user panel first instead of continuing to use an old configuration from an unknown source.

Do I need an email address to sign up for JNVPN?
No email address is required. Sign up with a username and password. Choose a username that is easy to remember but not reused with other services, and store your password securely. After signing up, open the user panel to choose a plan, then use the client section to get the subscription details linked to your account.
Where can I get my subscription after the plan takes effect?
Sign in to the user panel and open the client or subscription section. Choose the method that matches your current device. Subscription details are linked to your account status, so do not share them with others or paste them on public pages. When switching clients, copy the current details from the panel again.
How do I sync the client after updating the subscription link?
In the client, find the option to update the subscription, refresh the configuration, or fetch the configuration again. Then confirm that the selected subscription comes from the JNVPN user panel. If the routes still do not change after refreshing, delete the old configuration and import it again from the panel. Note your current routing rules first so you do not lose settings during the reimport.
Do I need to buy another plan when switching devices?
There is no need to purchase again when changing devices. JNVPN supports unlimited devices online at the same time and covers Windows, macOS, iOS, Android, and Linux. Sign in to the user panel on the new device and retrieve the client and subscription again. When retiring the old device, remove the saved subscription details from it as well.
Connection troubleshooting

Connections & troubleshooting

Connection problems do not always originate with the route. Confirm that the local network works, then check client permissions, proxy mode, and subscription status. Finally, switch routes to determine whether the issue affects only a particular connection entry point.

What should I do if a site will not open even though the client says it is connected?
Disconnect first, switch to another route, and try opening the site again. If ordinary websites also fail to load, check your local network and temporarily disable other proxy configurations that may be taking over the connection. Reconnect after the network is restored, then confirm that the exit location changed with the route.
Why is a particular app not using the proxy?
A common cause is per-app proxying or rule-based routing in the client, with the target app outside the proxy scope. Check the app's routing assignment, system proxy permissions, and client status. For a quick test, temporarily switch to a mode with broader coverage, then restore the required rules after testing.
What should I do if subscription import fails?
First, make sure the subscription details were copied in full, with no extra spaces at either end and no explanatory text included. Return to the user panel to retrieve the current subscription and confirm that the plan is active. If the client has an old configuration with the same name, remove it before importing to prevent outdated cached data from being used.
Where should I start when the connection drops frequently?
First determine whether the drops follow a local network change or affect a specific route. Keep the client running in the foreground and disable battery-saving settings that restrict background network activity, then test another route in the same region. If every route disconnects, restart the client and network connection, update the subscription from the panel, and test again.
Route selection

Speed & routes

Route performance is affected by the local network, the target service region, and the current path. Keep test conditions as consistent as possible. Change only one route or routing setting at a time so you can identify what actually caused the result.

How should I handle slowdowns during peak hours?
During peak hours, do not keep reconnecting to the same route. Switch to another route in the same region and compare web response times, video buffering, and file transfers. If the target service does not require a specific region, try a closer one to reduce detours across international links. Reopen the target app after switching.
What should I prioritize when choosing a route?
Filter by the region required by the target service first, then consider your actual use case. For browsing and everyday work, prioritize nearby, stable routes. For region-restricted content, choose the relevant region. Do not judge performance by the route name alone; use the actual connection performance on your current network.
What should I do if an AI tool stops responding or keeps loading?
Streaming output from AI tools depends on a persistent connection, so even a brief route fluctuation can stop a response. Save the current content, switch to another route in the same region, and reopen the session. If the login page works but generation is unstable, avoid running other configurations that frequently change the network exit, and check whether browser extensions are modifying the connection.
Streaming works, but playback is choppy. What should I adjust?
First confirm that the selected route region matches the content region, then close the player and switch routes. Reopen it and let the player choose the quality again based on the current network, rather than carrying over the previous buffer state. If only specific content is affected, also check whether it is actually licensed in the target region instead of repeatedly refreshing the same route.
What is JNVPN's route coverage?
JNVPN covers 100+ countries / 170+ routes. Use the route list to filter connection entry points by region and purpose. In practice, identify the target service's region first, then compare routes in or near that region. Broad coverage does not mean a distant route is best for every situation; nearby routes are usually easier to troubleshoot.
Order rules

Billing & refunds

Monthly subscriptions and data packages use different data rules. Before placing an order, confirm the plan type, allowance, and payment method. For upgrades or refunds, return to the user panel and verify the relevant order so statuses from different orders are not confused.

What monthly subscription plans are available?
Monthly subscriptions include ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Data resets monthly on the activation date. Choose based on your typical video, file-transfer, and work needs rather than a single session; the user panel shows the current plan details and status.
Does data reset every month?
Data packages remain available until used and never expire. Options include ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. This differs from monthly subscriptions, which reset on the activation date, and suits usage patterns that vary over time. Before purchasing, make sure you are choosing a data package rather than a monthly subscription.
How is a mid-cycle monthly plan upgrade calculated?
For a mid-cycle monthly plan upgrade, the price difference is prorated into the remaining days. Before upgrading, check the current plan, remaining status, and target plan in the user panel, then submit the change after confirming. Once complete, refresh the account status and client subscription so the client reads details matching the current plan.
Which payment methods are supported?
JNVPN supports Alipay / WeChat / USDT. Before placing an order, check the plan type, data allowance, and payment method. After payment, return to the user panel to view the order and plan status. If the page does not update promptly, do not submit the same order again; refresh the account status first and describe the order in a support ticket.
How do I request a refund?
JNVPN offers refunds within 30 days, no reason required. To apply, sign in to the user panel, open the support ticket section, select the relevant order, and describe the request. Keep your order and payment records available for verification. Before submitting, confirm the plan and order covered by the request so upgrade records or other orders are not mixed in.