Support & FAQs.

No email address is required. Create an account with a username and password. Save both securely before getting started; a trusted password manager is a good choice. Avoid keeping them only in a temporary note or browser session. Your password lets you access the user dashboard, while your subscription link lets the client retrieve its configuration. These serve different purposes, and both should be treated as personal credentials. If you can’t log in, check your username, keyboard input settings, and any extra spaces copied with it, then visit the support page to find help. Never send your password or include your full subscription link in a screenshot when reporting an issue.

Open the user dashboard, find your current subscription, and check your plan status. Then use the subscription or configuration management section in your client to update it. This fetches the configuration currently available for your subscription; it does not create a new account. If the client says the link is invalid, check the current link in the dashboard and replace the old address saved in the client. Don’t repeatedly import configurations from unknown sources. After updating, check the active configuration and selected route; names and available options may change when configurations are adjusted. If the update still fails, note the exact error, your platform, and where you got the client, then tell support which step failed in a ticket.

There’s no limit on the number of devices that can be online at once, so you don’t need to change plans just because you switch or add a device. Sign in to the same account on your new device, get the client for that platform and your current subscription from the user dashboard, then import it and connect. Supported platforms are Windows / macOS / iOS / Android / Linux. Installation and authorization screens vary by platform, so follow the quick-start guide and dashboard instructions. Unlimited devices doesn’t mean unlimited data, so keep your plan’s data allowance in mind. Before handing an old device to someone else, sign out and remove any saved subscription configuration so your credentials aren’t left on the device.

First, distinguish a successful import from an active configuration: saving the link doesn’t necessarily mean the client has loaded its routes. Check that the active configuration is the subscription you just imported, then try a manual update and look for parsing or network errors. Next, check your plan status and data usage in the user dashboard. Make sure you haven’t imported an old link or an incomplete copy. If the list is still empty, keep the error message and tell support your device platform, how you imported the subscription, and the order in which the issue occurred. Don’t share the full subscription details to troubleshoot; hide the link and account information in any screenshots.

A connected status usually means the client has established a connection; it doesn’t guarantee that every app’s traffic is being routed as expected. First, make sure your device can access the internet normally. Then check the client’s active configuration, selected route, and proxy mode. Try an ordinary webpage to see whether all sites are unavailable or just one service is failing, and check whether other proxy tools are running on your device. If switching routes doesn’t help, disconnect, close any conflicting tools, and reconnect with your current client. When submitting a ticket, say whether your regular connection works, which sites are affected, and what error you see. This helps distinguish configuration, DNS, and destination-service issues.

Apps don’t all handle network traffic the same way. If your browser works, its traffic is getting through, but another app may not use the system proxy or may be set to connect directly by your current routing rules. Check the client’s rule mode and system proxy status, then see whether the app has its own network settings. If the client offers another traffic-handling mode for your platform, read its instructions before enabling it. Don’t run multiple proxy tools at the same time. After changing settings, close and reopen the app and check again. If only that app fails, also check its account region, the regions where the service is available, and the service’s status; this alone doesn’t mean the route is faulty.

Check whether disconnections happen when the device sleeps, switches networks, or sends the app to the background. Keep the device on the same network, reopen the client, and reconnect. Then check whether background activity or power-saving settings are affecting the client. Don’t disable all of your device’s security features to keep the connection active; check only permissions and restrictions relevant to the client. If the issue occurs only on one network, compare it with another available network. If it affects only one route, try a different route for comparison. In your ticket, describe what you were doing before the drop, how you restored the connection, and any error messages. “It’s unstable” alone doesn’t provide enough detail to investigate.

Open the ticket option in the user dashboard from the support page, and describe what happened in order. Include your device platform, client, current route region, connection mode, affected apps, and whether your regular internet connection works. Then list what you’ve already tried, such as updating the subscription, switching routes, or changing networks, and say whether anything changed. Keep error messages and relevant settings visible in screenshots, but hide sensitive account details, subscription links, and payment credentials. If you need to attach logs, check first for personal credentials. Put related details in one ticket so the full context stays together.

Check the route and your local network first; buffering alone doesn’t mean you need a plan with more data. Keep the device and video the same, pause other downloads or sync tasks, and compare playback on your current route and other available routes. Then check your Wi-Fi signal and the connection between your device and router. If only one platform buffers, consider its regional availability, content delivery, and account status too. Plan data allowance and the quality of your connection at a given moment are different things; a plan with more data doesn’t guarantee faster speeds in every situation. Note when the buffering occurs, which region you selected, and what changed after switching routes, then share those details in a ticket. Reinstalling the client repeatedly isn’t necessary.

These terms describe how routes are set up, but the name alone can’t tell you how a route will perform on your network. Start with the region the service you’re using requires, then compare how the available routes perform in practice. For everyday work, look at page load times, session stability, and file transfers. For video, focus on consistent playback. When comparing routes, don’t change your device, network, and content at the same time, or it will be hard to tell what caused the difference. Z5VPN covers 110+ countries / 240+ routes. The configurations currently available to you are shown in the user dashboard and your client’s current subscription. Visit the global routes page to learn more about route types and choosing a region.

A route is only one part of the connection. Device performance, Wi-Fi signal, background tasks, client settings, and app cache can all affect the experience. For a fair comparison, keep devices on the same network, use a route in the same region, and access the same content. Check whether any device is uploading, downloading, or syncing files. If only one device has an issue, check its system proxy, routing rules, and background restrictions first. If all devices on the same network are affected, compare other routes or network conditions. Unlimited simultaneous devices doesn’t mean each device has the same local conditions. Noting these differences helps more than sharing a speed test screenshot alone.

Not necessarily. A service may consider your exit region, account region, payment region, and its own access policies. A successful connection doesn’t guarantee that the service will allow your account to use it. Read the error message to determine whether the issue is a network timeout, a regional restriction, or an account problem, then check whether your selected route is in the required region. After switching routes, reopen the app or page so it doesn’t continue using an old session. A working route doesn’t guarantee access to every third-party platform, and repeatedly changing your account region to see what works isn’t recommended. If you need further help, provide the platform name and exact error message, and hide your account details.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data resets monthly on the day you activated your plan. Choose based on how you use the service for browsing, work, video, and file transfers, not just the number of devices. There’s no limit on simultaneous devices, but your plan’s data rules still apply. Check your plan status and usage records in the user dashboard, and distinguish a data reset from your subscription’s active status. Reimporting the client configuration does not reset data. Compare all available plans on the pricing page, then confirm your choice in the dashboard to avoid repeating an action.

Data packs are ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They remain valid until used and never expire. Monthly plan data resets each month on the activation date. A data pack may suit you if you prefer to focus on total usage and pace, while a monthly plan may be a better fit for regular monthly use. If you upgrade a monthly plan mid-cycle, the price difference is prorated for the remaining days. Check the order details shown in the dashboard rather than estimating based on a full month. If you already have a plan and want to switch to another billing option, explain your current subscription and what you need in a ticket, then confirm how it will be handled before proceeding. Don’t assume different data balances or validity periods will be combined automatically.

Alipay / WeChat Pay / USDT are supported. Start payment through the order flow in the user dashboard. Before paying, check the plan, amount, and payment method, and don’t use payment details from an unverified source. Once payment is complete, return to the dashboard to check your order and subscription status. If the page hasn’t changed, reopen your order history to verify it; don’t pay again just because the page appears unchanged. If you need help, share the relevant order details, payment result, and issue description in a ticket. Hide unnecessary personal information in screenshots. Never send your payment or account password, or publicly share a full statement unrelated to the issue.

Z5VPN offers a 14-day no-questions-asked refund. To request one, open the ticket option in the user dashboard from the support page, explain that you’re requesting a refund, and include the relevant order details so they can be verified. Read the Terms of Service for eligibility and processing rules, and make sure the order matches your account before submitting. You don’t need to report a connection issue to request a refund under this policy. If you’d also like help troubleshooting, describe the issue in the same ticket so support can consider the full context. Watch for a reply and add any necessary details to that ticket. Don’t share passwords, your full subscription link, or sensitive information unrelated to verifying the order.