Help & FAQs

No email address is required; create an account with a username and password. Save your credentials in a trusted password manager rather than relying only on your browser’s autofill. Before signing in, make sure you’re on the Y5VPN website. Never share your password in chat groups or public support forums. If you can’t log in, check your keyboard input, capitalization, and any spaces copied along with your details, and make sure you’re using the right account. If the issue persists, contact support through the help center and describe what happened—do not include your password.

Sign in to the user panel and follow the on-screen instructions to get your subscription. Import it from the subscription or configuration section of your client. To update an existing configuration, refresh the original subscription instead of repeatedly adding another configuration with the same name. Once the update is complete, make sure that configuration is still active, then check the server list. If the download fails, check that your local network can reach the panel and that the copied link is complete and has no extra spaces. Update as needed, following the panel’s instructions. If routes change or the list looks wrong, refresh it and try again; you don’t need to reimport the subscription every time you connect.

There’s no limit on the number of devices that can be online at the same time, so switching devices alone doesn’t mean you need a new plan. Supported platforms include Windows / macOS / iOS / Android / Linux. Sign in to the same account, get the client for your platform from the user panel, and follow the instructions to import your subscription. Device count and plan data are separate: unlimited devices does not mean unlimited data, so check your account’s data balance. Check the panel for current iOS availability. Before switching, note the routes and routing mode used on your old device, then compare the settings on the new one to avoid mistaking configuration differences for an account issue.

Your subscription link contains access information used to retrieve your configuration, so treat it as sensitive account data and don’t share it publicly. When asking for help, provide only the error message, client platform, and steps you took. In screenshots, hide the full link, QR code, and account details. If you think the link has been exposed, check whether the panel offers a reset option and follow its instructions. If you can’t find one, contact support through a ticket. After resetting, update the subscription on each device and verify the connection. Deleting a public post alone may not be enough; don’t paste the old link into public online conversion or testing tools.

A connected status usually means the client is active; it doesn’t confirm that traffic to a specific website is using the selected route. Make sure the current configuration is enabled and that you haven’t selected direct access. Then check that the system proxy or the client’s required traffic-capture mode is working. Try other websites to see whether the issue affects all traffic or only the target service; you can also switch routes and reopen your browser. If your basic internet connection stops working when you close the client, restore your local network first. If the problem persists, note the selected region, connection mode, and error message, then submit a support ticket with those details rather than a vague report that a site won’t load.

Apps may use different network settings, so a working browser doesn’t mean other apps are using the system proxy. Check whether app-specific routing is enabled in the client and whether the target app is set to bypass the proxy or is excluded. Then confirm that the app supports the system proxy. If the client offers a virtual network adapter or similar traffic-capture mode, check its permissions and settings as directed. Avoid changing several network settings at once. After changing a rule, fully close and reopen the app, then check again. If only that app is affected, include its name and the error details in your report to help distinguish a routing issue from the app’s own access requirements.

First, make sure your client supports the subscription format provided by the panel, and use the matching import option. Copy the complete subscription link; don’t mistake a webpage URL, instructions, or text recognized from a screenshot for the link. If the list is empty after an update, check your plan and data status in the panel, then review any parsing or network error shown by the client. Don’t delete all existing configurations before you know what went wrong. Keep the original configuration and check the import steps against the guide. When contacting support, provide the error text and platform, but never send the full subscription link or attach your account password.

Don’t reinstall it as a first step. Switching networks can change your local address, routes, and connection state. Check that your basic internet connection works, then disconnect and reconnect the client, choosing another route if needed. If you’re running another proxy, network filter, or virtual network adapter, check for conflicts and keep only the network tools you need while troubleshooting. If this happens repeatedly, note the network conditions before and after switching and the client’s error message, then compare them with what happens on the original network. Reinstalling can erase settings and diagnostic clues, so consider it only after routine checks fail and you know how to restore your configuration.

Y5VPN covers 110+ countries / 250+ routes. First identify the country or region required by the service you want to access. Then compare connection performance among routes that meet that requirement instead of choosing by distance alone. For work and AI tools, look for a stable connection; for streaming, check the service’s regional catalog and account requirements too. When troubleshooting, keep your device, app, and local network unchanged and switch only the route so you can compare results. Once you find a route that works well for everyday use, keep another as a backup. Route names and availability are shown in the panel and in the latest subscription list.

These terms describe how a route is set up; they don’t indicate a fixed speed ranking for every situation. A direct route generally takes a more direct path between the client and the exit. A relay adds a forwarding point along the way. An IEPL route uses the corresponding dedicated-line transport. Actual performance also depends on your local connection, exit location, routing, and the target service, so labels alone aren’t enough to judge. Compare routes on the same device and app under similar conditions, looking at connection stability and sustained access. For more on how protocols relate to route topology, see the protocol reference. Available route types are listed in the current server list.

Pause downloads, syncing, and other bandwidth-heavy tasks, then check whether your local network is also slow when the client is disconnected. Next, keep the app and content the same and switch between routes in regions that meet your needs. If only some routes are slow, try another and check again later. If all routes are affected, check your Wi-Fi signal, device load, and conflicts with other network tools. A webpage loading slowly doesn’t necessarily mean the route has low bandwidth; the target service itself may be busy. When submitting a ticket, include when it happened, your network conditions, the route name, and the action that felt slow. These details are more useful than simply saying the connection is slow.

Not necessarily. A service may consider your exit region, account location, subscription eligibility, and its own risk controls. A working connection doesn’t guarantee that every feature will be available. Check that the selected region meets the service’s requirements, then make sure the client’s rules send the app over the intended route. After switching exits, reopen the app rather than relying on an existing connection. If other sites work but the service still shows an error, save the message and check the service’s own account and regional requirements. Don’t share your sign-in details with anyone while troubleshooting. When contacting Y5VPN, include the service name, exit region, and error details. Availability ultimately depends on the service and region.

Monthly plans: ¥9.9/month includes 60GB · ¥18/month includes 250GB · ¥28/month includes 500GB. Data resets monthly on the activation date. If you upgrade mid-cycle, the price difference is prorated for the remaining days. Before choosing a plan, consider what you use and how much data you need. Unlimited devices doesn’t mean unlimited data, and your allowance doesn’t necessarily reset at the start of each calendar month. Before upgrading, check the plan and confirmation page in the panel. After the change, review your account’s expiry date and data balance. If anything looks different from what you expected, contact support with the relevant order details rather than repeating the transaction before its status is confirmed.

Data packages: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. Use the data until it’s gone; it never expires. The main difference from a monthly plan is how the data is allocated: monthly plan data resets each month on the activation date, while a data package draws down from its remaining balance. “Never expires” doesn’t mean the data is restored after you use it. Choose based on how often you use the service, and check the price and allowance on the plans page. If you already have a plan, check the panel’s instructions before switching. Don’t assume plans can be combined, share an expiry date, or automatically offset each other. If you’re unsure, confirm with support before proceeding.

Alipay / WeChat Pay / USDT are supported. Choose a payment method shown on the order page in the panel, and follow the amount and instructions displayed for your current order. After paying, return to the panel to check the order status and your plan details. A completed payment page and an updated order in the panel are separate steps. If the status hasn’t changed, first make sure you’re viewing the right account and order. Don’t pay again to try to refresh the status, and don’t use payment details sent in an unsolicited message. If you still can’t confirm the order, submit a ticket with the order details, payment method, and a receipt with sensitive information hidden. Keep the original order for reference.

7-day no-questions-asked refunds. See the Terms of Service for how to apply and the full refund policy. If you need help, sign in to the user panel and submit a refund request through a support ticket, including the order details needed for verification. If you’re also having connection issues, include your device platform, route, and error message—but never include your password, full subscription link, or unredacted payment details. Refund eligibility and coverage are subject to the Terms of Service and order review. Check your ticket for updates; don’t assume a specific arrival time or payment provider processing speed. Keep the order and support correspondence for reference, and avoid duplicate requests that could split the relevant information.