Connection and account operation guide

SQLVPN SUPPORT DESK

Help Center and troubleshooting

View the recommended steps by issue type. Check your account, subscription, and local network first, then assess route and app differences. When manual verification is needed, submit a support ticket through the user panel.

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NETWORK 90+ countries / 200+ routes
DEVICES Unlimited devices
REFUND 60-day refunds without requiring a reason

ACCOUNT / SUBSCRIPTION

Account & subscriptions

Handle registration, subscription links, device migration, and account access. Account details and subscription access are centralized in the user panel; the client is used only for importing and connecting.

What do I need to register for SQLVPN?
No email address is required—register with a username and password. Use a password that you do not reuse on other websites, and store your username securely. After registration, choose a plan from the user panel; clients, subscription details, and support tickets are also available there.
How do I update my subscription link?
Sign in to the user panel, open the subscription or overview section, and copy the current subscription link. Then update the subscription in your client. If the client still shows old routes, confirm that you imported the current link, delete the old configuration, and import it again. Your subscription link is account information; do not post it publicly.
Do I need to buy again when I switch devices?
No. SQLVPN supports unlimited devices. When switching between Windows / macOS / iOS / Android / Linux, download the client from the user panel and import the subscription under the same account. When an old device is no longer in use, simply delete its local subscription configuration.
What should I do if I forget my username or password?
If you can still access a signed-in user panel, first check your account details and submit a support ticket. If all sessions have been signed out, provide verifiable order information through the ticket portal so support can follow the account verification process. To avoid account-matching problems, do not create multiple similar usernames.

CONNECTION / CLIENT

Connections & troubleshooting

A failed connection does not necessarily indicate a route problem. Subscription caches, the scope of system-proxy handling, app routing, and local network conditions can all affect the result. Check each possibility in order.

Why can’t I connect after importing the subscription?
First update the subscription in your client and confirm that the route list loads correctly. Then select a route and enable the system proxy or the connection mode required by the client. If the configuration was edited manually, re-import the original subscription. If you still cannot connect, note the client message, selected route, and platform before submitting a support ticket.
Why won’t a particular app use the proxy?
This is usually related to the client’s routing rules, the scope of system-proxy handling, or the app’s own networking implementation. First confirm that other websites are accessible through the current route, then switch the client to a more comprehensive connection mode and reopen the app. If only that app is affected, check whether its domain or process is set to direct connection in the routing rules.
What should I check when the connection keeps dropping?
First determine whether the cause is local network instability, an issue with one route, or the client entering a power-saving state. Keep other conditions unchanged and switch only the route for comparison. Also pause downloads that consume bandwidth and allow the client to keep running in the background. If several routes show the same behavior, test a different protocol or network environment.
What should I do if the client cannot update the subscription?
First confirm that the device’s current network can open the user panel and that the copied subscription link is complete. Then clear the client’s old configuration cache, paste the current link again, and run the update. An obviously incorrect system clock can also affect connection verification; correct it and try again. If it still fails, submit a ticket with the error message.

SPEED / ROUTING

Speed & routes

Performance depends on the local network, cross-border path, destination service, and current route. A single speed test is useful only for initial screening; sustained connectivity and real-world app performance are better measures of route quality.

How should I troubleshoot lag during peak hours?
Pause syncing, downloads, and cloud backups, then compare access to the same destination from the same device. If only the current route is slow, switch first to a nearby region or a different route type. If all routes slow down at once, check the local broadband and Wi-Fi network. Change only one condition at a time so you can identify the bottleneck.
In what order should I choose a route?
Choose a region based on your destination first, then compare direct, relay, and dedicated routes. A shorter distance is not always best for every app; the destination’s region, local network paths, and current congestion all affect performance. For everyday use, keep several stable backup routes and switch between routes of the same type when performance fluctuates.
How can I compare route speeds meaningfully?
Compare using the same device, network, and destination content, and pause other bandwidth-intensive tasks during testing. Do not rely on a single speed-test result; also observe whether web pages connect promptly, videos start smoothly, and long transfers remain stable. Client-reported latency is useful for initial screening, but real-world app performance is the final measure.
What should I do if AI tools or streaming are occasionally unstable?
First check whether other websites work normally, then determine whether the issue is limited to a specific service. After updating the subscription, choose a route that matches the service’s region, reconnect, and refresh the app session. If the service still reports a regional or connection issue, switch to another route in the same region and avoid repeatedly changing exits within an old session.

ROUTE REFERENCE

Understand protocol and route differences

The technical reference explains the trade-offs of direct, relay, and dedicated routes, along with common protocol designs. If the same issue behaves differently across networks, read the route-topology and packet-loss sections first, then organize the information for your support ticket.

Open technical reference

BILLING / REFUND

Billing & refunds

Before ordering, distinguish between monthly subscriptions and data packages. Monthly subscriptions reset on the activation date, while data packages remain available until used; orders and refund requests are handled 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. Consider your typical combined usage for video, file transfers, and multiple devices when choosing. All plans are activated through the user panel; confirm the selected data tier before use.
When does monthly data reset, and how is a mid-cycle upgrade calculated?
Data resets monthly on the activation date, and the mid-cycle upgrade difference is prorated according to the remaining days. Each account’s activation date is its own billing date; resets do not follow a shared calendar month. Before upgrading, check the current plan, remaining data, and order status in the user panel, then choose the appropriate tier.
Do data packages expire, and which payment methods are supported?
Data packages remain available until used and never expire: ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. Alipay / WeChat Pay / USDT are supported. Data packages suit users who do not want monthly data resets; confirm the order type and capacity in the user panel before purchase.
How do I request a refund?
SQLVPN offers 60-day refunds without requiring a reason. To apply, sign in to the user panel, open the support-ticket section, select the relevant order, and explain your request. The result and refund route follow the terms of service and the original payment method. Check the order status first so data resets or route changes are not mistaken for billing issues.