Subscription and Connection FAQs

No email address is required. Create an account with a username and password, then store both securely. Make sure you use your account username—not a route name shown in the client—to sign in. A password manager is a good way to keep your credentials safe, and you should sign out after using a shared device. Since account creation does not require email, do not assume you can reset your password by email. If you have trouble signing in, check your entries first, then visit the contact page to find available support options.

Sign in to the user dashboard and find the subscription option in your account overview. Copy the link or import it into your client as directed. To refresh an existing setup, locate the relevant subscription or profile in the client and run an update. Check that it completed, then select a route again. If the dashboard says the subscription address has changed, replace the old one with the current address shown there. If an update fails, check your account status, device connection and link completeness. Avoid adding the same profile repeatedly, as this can make it harder to select the right subscription when connecting.

There is no device limit, so changing devices alone does not mean you need to choose a new plan. Sign in to the same account on your new device, then use the dashboard to get the client and subscription option for that platform. Import the subscription and connect. Local settings on your old device will not transfer automatically, so set up each device separately. Unlimited devices do not mean each device has its own data allowance. Check data usage in your account and keep your credentials and subscription link secure.

Your subscription link is a sensitive access credential. Do not post it in public forums or include it in screenshots. To ask for help, you can usually share the client name, operating system, error message and steps you took. Before sharing a screenshot, hide the full subscription address and account details. If you think the link has been exposed, check the dashboard for a reset option, replace the link as instructed, then update your client. If you cannot find the relevant option, explain the situation in a support ticket and do not share the original link further.

Windows, macOS, iOS, Android and Linux are supported. Download the client from the user dashboard, then sign in to access your subscription. You can download clients for Windows, macOS, Android and Linux after signing in; you do not need to choose a paid plan first. For iOS, check the dashboard for the current plan-status requirements. After installing the client, you still need to import your subscription, choose a route and grant any required network permissions. A successful installation alone does not mean the connection is active.

Disconnect first and check that your device can access everyday websites without the service. Then reconnect and try another site. If your regular connection is working, check that your subscription is up to date, your account is active and the client has selected an available route. Next, confirm that the system proxy or the client’s network-routing mode is enabled, and temporarily turn off other proxy tools to avoid conflicting settings. Change one setting at a time and note the result to help identify whether the cause is the route, app rules or your local network.

Browsers and apps do not always use the same network path. Some apps follow the system proxy; others use their own connection methods or are affected by the client’s routing rules. Check whether the app is included in a direct-connection rule. Then see whether the client offers a network-routing mode for that app and grant the required permissions as instructed. Close and reopen the app after making changes so it can establish new connections. If the problem continues, include the app name, target service and error message in a support ticket rather than assuming the route is down.

Copy the subscription link again from the user dashboard. Make sure it is complete and contains no line breaks or extra explanatory text, then check that you are using the right import option in the client. An account issue, unavailable network connection or incompatible client profile format can all prevent an update. Keep the specific error message rather than noting only that the import failed. If you need to import the subscription again, keep the old profile for comparison until you have confirmed that the new one connects. This helps avoid losing your existing setup while troubleshooting.

Confirm the network permissions requested during installation. If you denied them, open system settings, find the client’s network permissions and enable them again as instructed by the client. Device sleep, switching wireless networks or background-management settings can also interrupt a connection. When you resume, check the client status and reconnect. Avoid running multiple tools that manage network traffic at the same time. If the issue follows the same sequence of actions, note when the device sleeps, wakes or changes networks to help distinguish system behavior from a route issue.

Sign in to the user dashboard and open a support ticket. Include your platform, client name, current network, selected route, target app and the full error message, along with the steps you have already tried. For a reproducible issue, list the steps in order. Hide passwords, subscription links and sensitive payment details in screenshots. Do not reset every setting before confirming the cause. Keeping the original error and comparison results can reduce back-and-forth and help narrow down the issue.

ShunVPN covers 110+ countries with 190+ routes. When choosing a region, first check whether the service you want to use has regional requirements, then consider how well your current network connects to that region. A nearby location can be a useful starting point, but it does not guarantee a better experience. Your local carrier, time of day and destination all affect results. Compare routes using the same app and similar conditions, and keep the ones that reliably handle your work or streaming instead of choosing by region name alone.

First check whether your regular connection is also slow when the service is disconnected. Pause cloud syncing, downloads or system updates if they are running. If your regular connection is fine, leave the client settings unchanged, try another route and compare the same content. This makes it easier to identify the cause than changing rules, switching regions and reinstalling the client all at once. If the issue keeps recurring at certain times, note when it happens, your network and the route name. Peak-hour performance depends on several network segments, so a brief slowdown does not necessarily reflect the service as a whole.

These terms mainly describe how a route connects and forwards traffic. An IEPL route uses a dedicated link, a relay route forwards traffic through an intermediate node, and a direct route connects straight to the destination node. These labels help explain the connection structure, but do not guarantee how a particular app will perform. Compare routes based on your network, destination region and intended use. If one route type does not work well on your network, try another. The current route list in the user dashboard and client is the source of truth.

A speed test measures performance to its test destination, and apps may use different network paths. Video performance can also depend on content delivery nodes, playback quality and caching. AI tools may rely on persistent connections, the destination service’s status and account-region requirements. First check whether other sites work, then switch routes without changing the app or other settings. If only one service is affected, check its status and any account notices. Judge results by whether you can complete your task reliably, not just by the number on a speed-test page.

The exit region alone cannot guarantee that a service will be available. Streaming and AI platforms may also consider your account region, content licensing, payment details or their own access rules. A successful route connection does not override those requirements. If you see a region notice, read the platform’s explanation and check your account settings and the client’s routing rules. If the same notice appears after switching routes, save its text and contact support rather than repeating the same steps. Availability depends on the destination platform’s checks and service policies.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB and ¥28/month for 500GB. Data resets monthly on the date your plan starts, not at the beginning of each calendar month. Consider how you use the service: streaming, file transfers and everyday browsing require different amounts of data. Check your account overview for the current status. Monthly plans and data packages follow different usage periods, so decide whether you need ongoing or occasional access before comparing prices.

Data packages cost ¥158 for 300GB, ¥358 for 1000GB and ¥658 for 3000GB. They do not expire and remain available until used. Monthly plan data resets each month on the date the plan starts. A data package may suit usage based on accumulated data, while a monthly plan may work better for ongoing use with a monthly data allowance. Compare how often you use the service and the plan’s terms, not just the one-time price. Check the dashboard for your remaining data and plan status; data packages are not issued again each month.

For a mid-cycle upgrade, the price difference is converted into remaining days. Select the target tier from the plan section in the user dashboard, then review the order details and changes shown on the page before confirming. Do not assume the difference means extra data or a fixed extension. If you have another active plan or the result differs from what you expected, pause and explain your current plan and target tier in a support ticket before proceeding. Use the order and account status shown in the dashboard to verify the outcome.

Alipay, WeChat Pay and USDT are supported. Create an order in the user dashboard and follow the payment details and instructions shown for that order. Do not use payment information from an old screenshot. If your plan status has not changed after payment, return to the order list to check the order, then refresh your account overview. Do not pay again until you have confirmed the status. If the issue persists, include the order details and relevant payment record in a support ticket, hiding any unrelated sensitive information.

ShunVPN offers refunds within 14 days, no questions asked. To request one, sign in to the user dashboard, open a support ticket, clearly state that you are requesting a refund and include the relevant order details for verification. Read the Terms of Service for the full policy. If you are also having connection issues, you can include your device platform, selected route and error message in the same ticket, but make your refund request explicit. Follow the ticket for updates; processing details will be provided in the support reply, and no arrival time is guaranteed.