Frequently Asked Questions

No email address is required. Create an account with a username and password. Keep both credentials safe, and note the difference between the marketing site and the user panel: plans, orders, clients and subscription details are managed in the user panel. Never share your login credentials in public forums or let someone else store your subscription link. When switching browsers or devices, sign in to your existing account first and confirm that your existing orders and subscription are shown before proceeding. If you can’t access your account, check the support page for the ticket portal. When describing the issue, include order details that can be verified, but never send your password or full subscription link.

Sign in to the user panel and find your subscription details in the account overview. Then use your client’s import option to add the subscription. If you’ve already imported it, refresh it from the client’s subscription or configuration settings instead of repeatedly creating configurations with the same name. After refreshing, make sure the updated subscription is active and check whether the server list has changed. If you still see the old list, check whether the client reports a fetch error and whether your local network can reach the user panel. Don’t manually assemble the subscription URL or paste it into public testing sites. Button names vary by client; see the guides if you need help finding the right setting.

There’s no device limit, so changing devices doesn’t mean you need to buy again. VPNHorse supports Windows / macOS / iOS / Android / Linux. Sign in to your existing account on the new device, get the appropriate client and subscription from the user panel, and import them. Device count and data allowance are separate, so keep an eye on your data balance and subscription status when using multiple devices. On a device you no longer use, disconnect and remove any saved subscription configuration. Sign out before handing a device to someone else. If your subscription doesn’t appear on the new device, first check that you’re signed in with the right username instead of placing another order.

Monthly subscription data resets each month on the activation date. Data packs last until used and never expire. Before choosing, consider your usage pattern: if you use the service regularly, look at the monthly allowance; if you use it intermittently, consider whether you want unused data to remain available over time. “Never expires” describes the validity of a data pack; it doesn’t mean unlimited data or unrestricted access to every service. Compare prices on the plans page, and check your current subscription status and balance in the user panel. If your account has multiple orders, don’t assume how allowances will combine, be deducted or switch over. Submit a ticket to confirm your account’s actual billing status.

First, turn off the proxy and confirm that your local network can access commonly used sites. Then sign in to the user panel and check your subscription status and remaining data. Return to the client, make sure the active configuration is your VPNHorse subscription, and refresh it. When connecting, check whether the client has the network permissions it needs and whether another proxy or network management tool is running at the same time. Change one setting at a time and keep any error messages so you can identify the cause. Avoid changing protocols, rules and system network settings all at once. If every route fails, try another local network and describe the results from both networks in a support ticket.

A working browser only shows that some requests are using the current connection; it doesn’t mean every app uses the same route. First, check whether per-app settings are enabled in the client and whether the app is excluded. Then confirm that the current rules assign the service to the route you expect. Some apps don’t use the system proxy and require a supported network interception mode in the client; check the platform and client documentation for details. After changing settings, fully quit and reopen the app so an existing connection doesn’t affect the test. If the issue persists, note the app name, error message and selected route, and distinguish between a connection failure, an account-region requirement and a problem with the service itself.

First, check whether the issue affects only a specific domain, then see whether other international sites work. If only one service is affected, check the client’s routing rules, domain resolution and your account status with that service rather than resetting your entire network. If your client supports it, temporarily switch routing modes for comparison, then restore your original settings. Also check whether a browser extension or in-app proxy is overriding system settings. If several sites fail, compare routes and local networks one at a time. When submitting a ticket, include the affected domain and error message. Remove any login credentials, session details or private information from URLs before sharing them.

Waking from sleep or switching networks can change the connection state. Usually, disconnecting and reconnecting is the first thing to try; don’t delete the subscription. Make sure the new network is connected, then check that the client is still running, the system proxy is enabled and the selected route is available. On mobile devices, check whether the system restricts background activity for the client; setting names vary by device. If the subscription list is still intact, reimporting usually isn’t the first troubleshooting step. Check the import process only if the configuration is missing or subscription updates keep failing. Note whether the issue started after sleep, a network switch or launching the app to help narrow down the cause.

First, determine whether the cause is congestion on your local network, congestion along the international route or a problem with the video service. Pause data-heavy activity on other devices and see whether the same video continues to buffer. Then compare the actual performance of different route types in the client. Keep the destination region the same while comparing relay, direct and IEPL routes, so a region change doesn’t also affect content availability. Use the same app and similar playback conditions for each test, and don’t draw conclusions from a single latency reading. If buffering continues after switching routes, try a different playback quality and include the time, route name and any local network changes in your support ticket.

Direct, relay and IEPL describe how a route is arranged, not a fixed speed ranking for every situation. A direct route takes a more direct path, but its performance still depends on your local network and the links along the way. A relay route connects through an access node before continuing, which may improve the experience on some networks. Interpret dedicated routes based on the labels shown in the client. Choose a route that fits your destination and use case, then compare stability under the same conditions rather than relying on its name alone. VPNHorse covers 90+ countries / 210+ routes. Check the user panel or client subscription for the current list. For details on protocol and topology trade-offs, see the protocol guide.

Latency measures how long a request takes to travel back and forth; on its own, it doesn’t show how well a route handles sustained transfers. Video buffering and download speeds are also affected by congestion, packet loss, the destination server and your local wireless network. The client’s test target may differ from the service you’re actually using. Choose routes based on real tasks: for work, check whether interactions feel responsive; for video, see whether playback stays smooth; for downloads, look for consistent transfer speeds. Keep the app, content and local network as similar as possible during comparisons, and minimize background activity. Route status is a useful reference, not a guaranteed speed for every device, time or service.

A region warning isn’t always caused by the route. It may also depend on the service’s account region, sign-in status, cache or policies. Start by choosing a route for the target region based on the client’s use-case labels, then confirm the app is actually using the proxy. Quit and reopen the app to compare. Being able to reach a page doesn’t necessarily mean your account is eligible to use the service, and a route that works now doesn’t guarantee ongoing access to a particular region’s content. If the website and app behave differently, check their routing rules and network settings separately. If the issue persists, submit a ticket with the service name, warning text and route name. Don’t include the service password or private conversations.

Monthly plans cost ¥9.9/month for 60GB, ¥18/month for 250GB and ¥28/month for 500GB. Data resets monthly on the activation date. Check the activation date, data balance and subscription status shown in your account; resets don’t necessarily happen at the start of the calendar month. Consider your usual browsing, video and work usage when choosing an allowance, then compare the plan options on the plans page. If you upgrade mid-cycle, the price difference is prorated for the remaining days; don’t assume that paying the difference starts a new full term. If the user panel doesn’t match your understanding of an order, keep the order record and submit a ticket to verify it before paying again.

Data packs cost ¥158 for 300GB, ¥358 for 1000GB and ¥658 for 3000GB. They last until used and never expire. They can suit intermittent use when you want to keep any remaining data, but choose based on your actual needs rather than total capacity alone. “Never expires” doesn’t mean your data won’t be used; check your account’s data records to track usage after connecting. Before ordering, confirm you’ve selected a data pack rather than a monthly subscription, and check the price and allowance. If you want to use a data pack with an existing monthly subscription, first check the plan-switching and order details in the user panel. Submit a ticket to confirm any combination or crediting rules that aren’t clearly explained.

VPNHorse accepts Alipay / WeChat Pay / USDT. Create an order in the user panel, check the plan, amount and payment method, then follow the on-screen instructions. Don’t transfer money to payment pages from unknown sources. If the expected subscription doesn’t appear after payment, return to the original order and check its status. Make sure you’re signed in to the account used to create the order, so you don’t mistake an account switch for a payment issue. Don’t submit the same payment repeatedly just because the result hasn’t appeared yet. In a support ticket, include the order record, payment method and a description of the issue. Redact personal information unrelated to verifying the order from payment receipts. Don’t publish a complete receipt or share your account password.

VPNHorse offers a 60-day, no-questions-asked refund. See the refund policy and Terms of Service for eligibility and full details. To request a refund, sign in to the user panel, open a support ticket and explain that you’re requesting a refund. Include the order details that need to be checked. If you have multiple orders, identify the relevant one so your refund request isn’t confused with a connection question. Continue the conversation in the same ticket to keep the full context together. Don’t send your password or full subscription link, and don’t assume details such as processing time, refund method or other rules that haven’t been specified. If you can’t access your account, check the support page for the ticket portal and instructions.