VPN FAQ

No email address is required. Create an account with a username and password. Use a unique password and store your credentials in a trusted password manager rather than relying only on your browser’s temporary storage. After creating your account, make sure you can sign in to the user panel before choosing a plan, downloading a client or importing your subscription. If you forget your credentials, first check your locally saved records. For help, submit a support ticket from a device where you’re still signed in and describe the issue. Never share your password in public comments or screenshots, and don’t share your subscription link as a login credential.

Sign in to the user panel to get your subscription link. Copy the link provided there and import it from the subscription or configuration manager in your client. To refresh your server list later, use the update function for that subscription instead of creating duplicate configurations. Before updating, check that your account is active and your internet connection is working. Afterward, make sure the server list has loaded and the updated configuration is selected. If the update fails, check that you copied the entire link without adding spaces, then follow the guide to import it again. Menu names vary by client, so refer to the current interface. Don’t paste your subscription link into public testing websites.

VPNBall allows an unlimited number of devices to be online at the same time, so you don’t need to buy another plan just because you’ve switched devices. Sign in to the user panel on your new device, download the client for that platform and import your subscription. Supported platforms: Windows / macOS / iOS / Android / Linux. Device count and plan data are separate: unlimited devices doesn’t mean unlimited data, so keep an eye on your remaining balance in the panel. When you stop using an old device, sign out and remove the saved subscription. Before passing a device on, also clear the client configuration and any credentials saved in the browser.

Get clients from the user panel. Sign in to download clients for Windows, macOS, Android and Linux; an active plan isn’t required. Access to the iOS client is subject to the active plan requirements shown in the panel. Your subscription link is an account access credential, so don’t share it publicly. Before sending a screenshot, obscure the link and its QR code. If you think the link has been exposed, first check the panel for an option to reset or replace it. If there’s no such option, submit a support ticket rather than assuming that deleting the local configuration has resolved the issue. After replacing the link, update the subscription on every device you still use; the old configuration won’t do this for you.

Pause the client connection and check whether your local network can access familiar websites. If your basic internet connection isn’t working either, troubleshoot the local network first. Then check your plan status and remaining data in the panel, update the subscription and reconnect using a different route. A connected status only means the connection is enabled; it doesn’t prove that a particular website is reachable. If no websites load, check whether the system proxy is enabled, another proxy tool is also handling network traffic, or the client reports a permissions or configuration error. Change one setting at a time and note the result so you can identify the cause.

Browsers and other apps may connect to the internet in different ways. Some apps don’t use the system proxy, or client routing rules may send their traffic directly. Check the client’s current mode and rule logs to see whether requests from the app are reaching the client, then look for any app exclusions. If the client offers a virtual network adapter or similar traffic-capture feature, configure it using the guide for your platform and review the permission prompts. Feature names vary by interface. Switching to global mode isn’t a universal fix. The app’s own region settings, account status or network policies may also affect access, so check the error message for clues.

Sleep mode, system power-saving restrictions and network changes can all interrupt an existing connection. Open the client and check that the subscription configuration is still selected, then disconnect and reconnect. If your network has changed, try another route and test again. On Android, check background activity and battery optimization settings. Follow your system’s instructions to allow the client to run in the background when needed. On other platforms, check network permissions and system proxy settings. Reimporting the subscription repeatedly won’t usually fix an app that’s been paused in the background. If the issue returns after every sleep cycle, note when it happens, your platform and any client messages, then include those details in a support ticket.

Open a support ticket from the user panel. Include your platform, the client version shown in its interface, your network environment, the selected route and the exact error message. Say whether all websites fail or only a particular app or site, and list the steps you’ve already tried, such as updating the subscription, changing routes or reconnecting. Screenshots can help, but hide unnecessary account details, subscription links, QR codes and sensitive payment information. Never send your password. Describe the steps to reproduce the issue in order; this makes it easier to distinguish a configuration issue from a route problem or an issue with the service you’re trying to reach.

VPNBall covers 110+ countries / 250+ routes. Check the user panel and your updated subscription for the current list of available options. First identify the region required by your target service, then compare how available routes in that region perform in practice. Geographic proximity alone isn’t a reliable way to choose. Web browsing, video streaming and file transfers have different network demands, so a route that works well for one task may not suit another. To compare routes, keep your device, network and target content the same, change only the route, and check whether you can complete the task. Country coverage doesn’t override a platform’s regional rules or mean the same content is available everywhere.

These labels describe how a connection is routed; they aren’t a fixed ranking of performance. An IEPL route typically uses dedicated transmission resources. A relay route connects through intermediate nodes, while a direct route uses fewer intermediate hops. Refer to the route details for how each option is implemented. Performance also depends on your local ISP, time of day, exit region and target service, so a label alone can’t tell you which route will be faster. Once you’ve chosen a route that meets the target region’s requirements, compare options using the same app and task. Keep a regular route and a backup. Trying another route type can help troubleshoot an issue, but it isn’t a performance guarantee.

Pause large file transfers and cloud sync on your device. Check whether other devices on the same network are using bandwidth, and compare how quickly familiar local websites load. If local access is also slow, check your Wi-Fi signal or internet connection first. If the slowdown is mainly affecting the target service, try another route in the same region. Keep the video and quality settings the same when comparing routes so caching and automatic quality changes don’t skew the results. You can also temporarily lower the video quality and see whether playback becomes smooth. Buffering may be caused by your local connection, network congestion along the route or the content platform. A connected status or a single speed test isn’t enough to determine the cause.

First check that the selected exit region is included in the target platform’s current supported regions, then make sure your traffic is actually using that route. A platform may also consider account details, previous sessions, app cache and how it identifies the exit IP—not just the route name. Try closing the app, reconnecting and reopening it. If needed, use a fresh browser session to check whether the old session is affecting the result, but avoid switching regions repeatedly. If the platform asks you to verify your account, follow its official process. VPNBall’s route coverage doesn’t guarantee eligibility to use third-party platforms or access to their content libraries. If the issue persists, keep the full error message and contact support.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data resets monthly on your activation date. If you upgrade mid-cycle, the price difference is prorated for the remaining days. Choose a plan based on your typical video, file transfer and everyday browsing needs; the number of devices you use doesn’t determine how much data you need. Before renewing or upgrading, check your current plan, order amount and active status in the panel. A reset on your activation date doesn’t mean data resets at the start of each calendar month. For your account and order details, refer to the user panel or submit a support ticket if something doesn’t look right.

Data packages are ¥158/300GB, ¥358/1000GB and ¥658/3000GB. They’re valid until used and never expire. Unlike monthly plans, which reset data each month on your activation date, data packages may suit people with irregular usage who want to use data as needed. Whether one is right for you depends on your usage habits. Never expiring describes the package’s validity; it doesn’t mean unlimited data or guarantee that third-party platforms will keep the same features. If you already have a plan, check the panel’s details for new orders. Don’t assume that plans and data packages automatically stack, offset each other or use data in a particular order.

VPNBall offers a 7-day no-questions-asked refund. To request one, sign in to the user panel and submit a support ticket with the relevant order details. See the refund policy and Terms of Service for eligibility and full rules. Keep your order record and current status so the payment and refund can be checked. You can also describe any connection issues, but troubleshooting repeatedly isn’t a prerequisite for requesting a refund. Don’t post full payment records or account credentials publicly. Check your support ticket and payment provider’s records for updates. This page doesn’t promise an additional processing time or add conditions beyond the stated policy.

We accept Alipay / WeChat Pay / USDT. Before paying, check the plan, order amount and payment page instructions. After payment, return to the user panel and check your order and plan status. If the payment provider shows a successful payment but the panel hasn’t updated, refresh the order page and make sure you’re signed in to the account used to place the order. Don’t pay again just because the page hasn’t changed yet. If the information still doesn’t match, submit a support ticket with the relevant order details and a redacted screenshot of the payment result. Don’t send your password or subscription link to strangers, and don’t change payment details based on messages from outside the panel. Follow the instructions on the current order page.