Troubleshooting order
Identify the affected step first
Most connection issues involve one of several steps: account status, subscription syncing, the local network, client configuration, route selection, or the target service's decision. Change only one variable at a time and reopen the target app after each change. This keeps comparisons clear and makes ticket-based diagnosis easier.
When submitting a ticket, include the operating system, client name, selected route type, affected app, and exact error message. Subscription content is an account credential; do not include it in public screenshots or discussions.
Account
Account & subscription
Handle registration, subscription updates, device changes, and client downloads. Keep the account and subscription active first, then troubleshoot the device configuration.
Do I need an email address to create an RBVPN account?
No email address is required. You can create an account with a username and password. Choose credentials you can remember long term and do not reuse on other websites. After registering, open the user panel to view plans, orders, and client downloads. If you forget your account details, submit a ticket through the user panel with the information needed to verify your order.
Why does the client not show new routes after I update my subscription link?
Clients usually keep the route list from the last sync. First, confirm in the user panel that your subscription is still active. Then return to the client and update the subscription, refresh the configuration, or fetch the remote configuration again. If nothing changes, delete the old configuration in the client, copy the subscription again from the user panel, and import it. Your subscription link is an account credential; do not share it on public pages, chat groups, or screenshots. If you suspect it has been exposed, reset it in the user panel before updating the client.
Do I need to buy another plan after switching devices?
You do not need to purchase again when changing devices. RBVPN supports unlimited simultaneously connected devices. Sign in to the user panel on the new device, download the appropriate client, and import your current subscription again. If you no longer use the old device, delete its saved subscription configuration. Multiple devices share the traffic quota of the same plan, so check any connected computers, tablets, and other devices when investigating traffic changes.
Which operating systems does RBVPN support, and where can I get the client?
RBVPN supports Windows / macOS / iOS / Android / Linux. The client download page is available in the user panel. After signing in, choose the version for your system, then obtain and import the subscription from the same panel. Marketing pages do not provide static installers or real subscription addresses. After installation, sync the route list, connect through your chosen region, and verify that the exit location has changed.
Connection
Connections & troubleshooting
Confirm that the local network and subscription work first, then check client permissions, routing mode, app cache, and route status one by one.
What should I check first when the client cannot connect?
First confirm that your plan is active and refresh the subscription in the client. Then check that the system clock is accurate, the client has permission to configure the network, and the current network can access ordinary websites. If routes are listed but connections fail, try another region or route type, then fully quit and reopen the client. Company, campus, and public networks may impose additional restrictions, so test from another available network. If no route connects, submit a ticket through the user panel with the client name, operating system, and exact error message.
Why is a particular app still not using the proxy after the connection succeeds?
A common cause is split-tunnel mode: the app's connection does not match the active rules. Temporarily switch to global mode for comparison. If the app works globally, the issue is likely in the routing rules or the app's own network settings. Also check whether the app was already running before the connection and retained an old session; fully close and reopen it. Some apps cache DNS or pin an exit address. Refreshing the system network state before testing usually makes the issue easier to isolate.
The client says it is connected, but webpages still will not open. What should I do?
Use ordinary websites first to determine whether all access is affected, then decide whether the issue concerns one site or the entire connection. Try switching routes, refreshing the subscription, and closing and reopening old browser tabs. If only a specific site is unavailable, the cause is usually related to the target region, how the exit address is classified, or the site's own status. Choose a route closer to the service's target region. If no sites work, disconnect, confirm that your local network has recovered, reconnect, and check that the client has correctly taken over the system proxy settings.
What should I do if importing a subscription produces a blank configuration or a format error?
Confirm that you copied the complete subscription content provided by the user panel, without extra spaces, line breaks, or characters added by a chat app. Import methods vary by client, so use the client entry shown on the download page. Do not paste subscription content into a name, note, or single-node editor. If an old configuration has not been updated for a long time, back up custom rules first, then delete the old subscription and import it again. If the error persists, keep the exact error message and submit a ticket through the user panel. Do not publicly share the complete subscription content.
Routing
Speed & routes
Choose routes based on the target region, link type, time of use, and app behavior. A single label cannot represent performance across every network environment.
How should I choose a route when performance slows during peak hours?
First determine whether the issue is with your local network, the cross-border link, or the target service. Test a local webpage without connecting, then compare it with the current route enabled. During peak hours, try an IEPL dedicated route or a relay route first, and choose a nearby region with good support for the target service. Do not repeatedly reconnect to the same exit based only on the route name. Video meetings and streaming output need consistent stability, while downloads can be compared across several available routes. After switching, reopen the target app so an old connection does not continue using the previous route.
What is the difference between IEPL dedicated, relay, and direct routes?
IEPL dedicated routes focus on stable scheduling across the cross-border link and suit video meetings, remote collaboration, and sustained transfers. Relay routes first connect to a scheduling node before reaching the target region, which can improve connection quality in complex network conditions. Direct routes take a more direct path and suit situations with a stable local network and a clearly defined target region. Route type alone does not determine speed; your choice should also reflect the current network, destination, and time of use.
How should I choose a region for AI Tools, Streaming, and remote work?
First confirm which regions the target service allows, then choose a route in that region or nearby. Web access and API calls for AI Tools both depend on a stable exit environment, and frequent region changes may trigger re-verification. For remote work, prioritize continuous meeting and collaboration connections. Streaming requires the exit region to match the content region. RBVPN covers 100+ countries / 190+ routes. Save frequently used routes by purpose, but avoid switching often between distant exits within the same session.
Why can similarly named routes feel different in practice?
Route names mainly describe the region and link type, while actual performance is also affected by the local carrier network, wireless conditions, the target service's entry point, the time of use, and how the app connects. Routes in the same region may use different scheduling paths. When troubleshooting, change the route type instead of switching back and forth only among similarly named exits. Keep one route for everyday browsing, then choose separately tested routes for meetings, developer tools, or Streaming.
Billing
Billing & refunds
Place orders, upgrade plans, and request refunds through the user panel. Confirm the order status before continuing to avoid duplicate payments or requests.
What are the prices for monthly subscriptions and data packages?
Monthly subscriptions are ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Traffic resets monthly on the activation date. Data packages are ¥158/300GB, ¥358/1000GB, and ¥658/3000GB; they remain available until used and never expire. Monthly subscriptions suit regular use with a monthly traffic allowance, while data packages suit variable usage and users who want to keep unused traffic long term. Choose based on the combined traffic needs of your usual devices, not just one device.
How is a monthly subscription handled after upgrading partway through the term?
For a mid-term monthly upgrade, the price difference is converted into remaining days. Before upgrading, verify your current plan, remaining status, and target plan in the user panel, then confirm the result shown on the page. The upgrade changes the plan assigned to your current subscription; you normally do not need to purchase again or create a new account. If the route list does not update, refresh the subscription after the order status changes. Do not place another order instead of upgrading, as this can create multiple orders that must be checked separately.
Which payment methods does RBVPN support?
RBVPN supports Alipay / WeChat Pay / USDT. To pay, enter the plan page through the user panel and use the payment option shown on the order page. Do not close an order that is still processing. Return to your order history to confirm its status. If the order does not update after payment, keep the order details and payment record, then submit a ticket through the user panel. Do not pay the same order twice.
How do I request a refund?
RBVPN offers a 60-day, no-questions-asked refund. To request one, sign in to the user panel, open the ticket page, select the relevant order, and explain your request. Keep the order status and payment record available for verification. Do not delete order information from your account or submit the same request more than once. Refunds are handled based on the order, payment channel, and verification details in the ticket. See the Terms of Service for the applicable scope and rules.