SUPPORT / KNOWLEDGE BASE
Support and troubleshooting
Find solutions by account, connection, route, or billing topic. Each guide starts with an actionable troubleshooting sequence and explains when to continue in the user panel.
- No email address required
- Windows / macOS / iOS / Android / Linux
- 30-day refunds
DIAGNOSTIC ORDER
Locate the issue by layer
Connection problems usually originate in one of several layers: account status, subscription configuration, client mode, local network, or exit route. Avoid changing several settings at once, or it will be difficult to identify the cause after recovery. A more reliable approach is to confirm that the subscription is active, refresh the configuration, switch routes, and then compare another network or device.
Before submitting a ticket, keep the error message shown by the client and describe the platform, selected route, affected app, and steps already taken. The more complete the information, the easier it is to determine whether the issue lies with the client, route, or target service.
CATEGORY / ACCOUNT
Account and subscription
When creating an account, getting a subscription, refreshing the route list, or changing devices, first confirm the current delivery details in the user panel. Store the subscription link securely as account information.
Open account overview →Do I need an email address to create an SQVPN account?
No email address is required. Create an account with a username and password. Save both securely and avoid enabling autofill on public devices. After registration, open the user panel to view plans, orders, and client downloads.
Where can I find my subscription link?
Sign in to the user panel and open the downloads area to get the client and its subscription. Your subscription link is account-delivery information and should not be copied to public pages, group chats, or shared documents. When switching clients, retrieve the current link from the user panel instead of using an address forwarded by someone else.
How should I update my subscription link?
When the route list changes or the client has not refreshed for a while, run Update Subscription or refresh the configuration in the client. If the client says the link has expired, return to the user panel, retrieve the subscription again, and import it. You can remove duplicate configurations first to prevent old and new routes from appearing together.
Do I need to buy another plan after switching devices?
No. You do not need to purchase again when changing devices. SQVPN does not limit the number of devices that can be online at the same time, and the same account’s active subscription works on Windows, macOS, iOS, Android, and Linux. On a new device, get the client and subscription from the user panel rather than transferring an unverified configuration file.
CATEGORY / CONNECTION
Connections and troubleshooting
The client’s connection status may differ from the app’s actual network result. Rebuild the connection deliberately during troubleshooting so an old session does not continue using the previous network path.
Get the client →The client says it is connected, but webpages still will not open. What should I do?
Disconnect first, switch to another route, and reopen the target webpage. If the issue affects only the browser, close the old tabs and visit the page again. If no app can connect, quit and restart the client, then confirm that the subscription updated successfully. If the problem persists, submit a ticket through the user panel with your platform, route name, and error message.
Why is a particular app not using the proxy?
A common cause is rule-based split routing: requests from the app do not match the current rules. Switch temporarily to a mode that covers all traffic for comparison. If the app works afterward, the issue is in the split-routing rules. Some apps keep old connections after launch, so fully quit and reopen the app after changing modes.
What should I do if no routes appear after importing the subscription?
First confirm that you imported the subscription currently provided in the user panel, then run an update in the client. If the list is still empty, delete the subscription and import it again so an old cache cannot remain active. Also check that the plan is active. Client interfaces differ by platform, but the sequence is the same: confirm the subscription, refresh the configuration, and reimport it.
Why does switching routes not change the connection?
Some clients keep existing network sessions, so simply selecting a new route may not rebuild every connection immediately. After choosing the target route, disconnect and reconnect, then reopen the webpage or app in use. If the client supports automatic selection, make sure an automatic policy has not taken control of the route.
CATEGORY / ROUTING
Speed and routes
Route performance is not determined by the exit region alone. Local access, the cross-border path, the target service’s location, and the app’s current session all affect the final experience; compare under matching conditions.
View global routes →What should I do about slowdowns during peak evening hours?
During peak evening hours, avoid the congested route and try another route in the same region. For tasks that require greater stability, compare IEPL dedicated routes first. Do not judge speed by the region name alone: results also depend on your local access network, the target service’s location, and current path conditions. Reconnect the app after switching before comparing performance.
Should I choose a route by exit region or by distance?
For general browsing, start by testing a physically nearby region. When a service requires a specific region, meet that exit-region requirement first, then compare the available routes. SQVPN covers 120+ countries / 240+ routes, and one region may offer several route types. Consider the target service, stability, and local network performance together.
What is the difference between IEPL dedicated routes, transit routes, and direct connections?
A direct connection reaches the exit through the local network using a simple path, but it is more exposed to fluctuations on cross-border links. A transit route first reaches an intermediate access point before continuing to the exit, which can help optimize the path. IEPL dedicated routes focus on stable transmission across the cross-border segment. For everyday browsing, choose based on actual speed; for sustained transfers or peak hours, compare dedicated routes first.
Why does the same route perform at different speeds on different devices?
The experience on the same route can also be affected by device performance, the system network stack, wireless quality, client mode, and background tasks. For troubleshooting, connect the devices to the same access network, stop bandwidth-heavy tasks, and compare them using the same exit route. If only one device behaves abnormally, check its client configuration and system network status first.
CATEGORY / BILLING
Billing and refunds
Monthly subscriptions and data packages use different data rules. Before purchasing, confirm your usage frequency, required data, and plan status. Complete all order-related actions in the user panel.
View plan details →What monthly subscription options does SQVPN offer?
Monthly subscriptions include ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Data resets monthly on the activation date. Choose based on your actual browsing, video transfer, and file download usage rather than judging a plan only by its route count.
When does monthly subscription data reset?
Monthly subscription data resets each month on the activation date rather than being cleared on the first day of the calendar month. The user panel shows your current plan and data details. The same account can be used on any number of simultaneously online devices, but data from each device counts toward the corresponding subscription.
Do data packages expire?
Data packages remain valid until the included data is used and never expire. Options include ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. Data packages suit usage that varies from month to month, while monthly subscriptions reset on the activation date. Choose the appropriate type based on your usage frequency and data habits.
How do I request a refund or upgrade my plan?
SQVPN offers 30-day refunds. To request one, sign in to the user panel, submit a ticket, and provide the relevant order information. When upgrading during an active plan, the price difference is converted into remaining days; available plans can be viewed in the user panel. Payment methods include Alipay, WeChat Pay, and USDT.