VPN troubleshooting index
Start with your account status, then check the client, routes and target app. Answers are arranged in troubleshooting order for step-by-step checks when a connection behaves unexpectedly.
ACCOUNT & SUBSCRIPTION
Account & subscriptions
Handle registration, sign-in, client downloads and subscription updates. Your subscription URL is an account credential and should only be used between the user panel and the WeekVPN client.
Do I need an email address to register?
No. WeekVPN does not require an email address; create an account with a username and password. Keep your login details safe. Access the user panel to get the client, view plans, manage subscriptions and submit tickets.
How do I get and update my subscription?
Sign in to the user panel, open Account Overview, get your subscription and import it into the WeekVPN client. When the route list changes, update the subscription in the client first. If old entries remain, delete the outdated local configuration and import it again. Your subscription URL is an account credential—do not share it publicly.
Do I need to purchase again when I change devices?
No. You do not need to purchase again when changing devices. WeekVPN supports unlimited devices and works on Windows / macOS / iOS / Android / Linux. On a new device, sign in to the user panel to get the client and subscription; remove the local configuration from devices you no longer use.
Where can I get the client?
Sign in to the user panel and open the download area, then choose the client for Windows / macOS / iOS / Android / Linux. WeekVPN does not provide static installer links on its marketing pages. After installation, import the subscription from Account Overview.
What should I do if I forget my login details?
Check your saved username and password first, including input method, capitalization and extra spaces. If you still cannot sign in, do not keep trying different account details. Open the user panel on a device that is still signed in and submit a ticket with information that can help verify the account.
CONNECTION & TROUBLESHOOTING
Connections & issues
First determine whether all network access is unavailable or only one webpage or app is affected. The clearer the scope, the shorter the troubleshooting path.
What should I check first if I cannot connect at all?
Confirm that your plan is active, then update the subscription and choose a route again. Restart the client, check that the system time is correct, and temporarily close other proxy tools that may also be taking over network traffic. If no route connects, include your platform, the client’s error message, the time of the issue and the steps you tried when submitting a ticket.
It says connected, but webpages will not open. What should I do?
Disconnect and reconnect first, then confirm that the client has enabled the system proxy or the relevant global mode. Test with another browser to rule out extensions, cache issues or a single-site problem. If neither the browser nor other apps can connect, switch to another route in the same region and restore DNS to automatic system settings before trying again.
Why does a particular app not use the proxy?
Some apps do not automatically follow the system proxy and may also be excluded by direct-connection or bypass rules in the client. Confirm that the current connection mode can handle the app, remove related direct-connection rules, then fully quit and reopen the app. If the browser works but the app does not, include the app name, platform, selected route and reproduction steps in your ticket.
How do I fix a failed subscription update?
Confirm that you are signed in to the correct account and that the plan is active, then get the current subscription again from the user panel. Do not edit the subscription URL manually. If the client reports a timeout or network error, switch networks or reconnect before updating again. If it still fails, delete the invalid local configuration and import it again, keeping the error message for ticket troubleshooting.
What should I do if iOS or Android disconnects in the background?
Power-saving policies on iOS and Android may pause background network activity. In system settings, allow the WeekVPN client to run in the background and avoid strict power-saving limits for it. If the connection does not return when you reopen the app, reconnect from within the client. If this happens often, note the system version, network type and circumstances before submitting a ticket.
SPEED & ROUTES
Speed & routes
Route performance depends on the local network, international links, target services and background traffic. Change one condition at a time during testing so the results are easier to interpret.
What should I do if speeds slow down or become unstable during peak hours?
Update the subscription first, then switch between different routes in the same region instead of reconnecting repeatedly to one route. Pause system updates, cloud sync and large file transfers, then test webpages, video and the target app separately. If only one platform is slow, the issue may be with the target service. If several routes and apps slow down at once, submit a ticket with the time, region and usage scenario.
Should I choose a route based on my location or the destination region?
For everyday browsing, start with a geographically closer route that offers a stable connection. For content with regional requirements, prioritize the region supported by the target service, then compare routes in that region. Do not judge by the route name alone; after connecting, check page load speed, video buffering and whether the target app works normally.
How are IEPL dedicated routes different from other routes?
IEPL dedicated routes focus on controllability across international links and are generally suited to scenarios requiring consistent connectivity. Transit routes use an intermediate entry point to improve connections in some network environments. Direct routes take a more direct path but depend more on local network conditions and the state of the international link. Test routes individually based on your location, target service and current network.
How should I troubleshoot video that keeps buffering?
Confirm that the selected route region matches the content region, then stop background downloads, cloud sync and other bandwidth-heavy tasks. Reconnect through another route in the same region and test separately in the web version and the client. If only one piece of content will not play, also consider content licensing, account region or the platform’s own status. A successful route connection does not guarantee that every piece of content will be available.
What should I do if an AI tool will not open or keeps showing errors?
Confirm that the target service is currently available and check the account status and supported regions. After updating the subscription, switch to a route in a region supported by the service, close old pages and start a new session. If the browser opens it but the client app reports an error, check the app-routing rules. If different routes produce the same result, the issue may come from the target service’s account or access policies.
BILLING & REFUNDS
Billing & refunds
Monthly subscriptions manage traffic by activation-date billing cycles, while traffic packages are consumed as needed. View payment, order and refund records in the user panel.
What monthly subscription plans are available?
Monthly plans are: ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Traffic resets monthly on the activation date; mid-cycle upgrades convert the price difference into the remaining days. Choose based on your actual needs for browsing, video and file transfers.
Do traffic packages expire?
Traffic packages remain available until used and never expire. Options are: ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They suit users with irregular usage who prefer to manage traffic based on actual consumption. Monthly subscriptions and traffic packages use different billing models, so confirm which type you need before choosing.
When does monthly traffic reset, and how is a mid-cycle upgrade calculated?
Monthly traffic resets each month on the activation date, not on a shared calendar-month schedule. For a mid-cycle upgrade, the price difference is converted into the remaining days. Before upgrading, check the current plan and order status in the user panel, then confirm the target plan to avoid confusing a monthly subscription with a traffic package that never expires.
Which payment methods are supported?
WeekVPN supports Alipay / WeChat Pay / USDT. Available options are determined by what appears on the user panel’s checkout page. After payment, return to the user panel to check the order and plan status. If the status does not update as expected, do not submit the same order again; keep the checkout details and verify them through a ticket.
How do I request a refund?
WeekVPN offers a 14-day no-questions-asked refund. To request one, sign in to the user panel and submit a ticket with the relevant order and request details. Keep the order page information before submitting; the ticket record is the reference for the outcome.