WrVPN Help Center
Find step-by-step solutions by issue type. For connection problems, first check your account status, refresh the subscription and try another route, then continue based on the client's message. For orders or account-specific details, submit a support ticket through the user panel.
Before you troubleshoot
First identify which layer the problem belongs to: the account layer covers plans, traffic and order status; the client layer covers subscription import, system permissions and routing rules; the route layer covers region selection, current congestion and destination-specific differences. Checking one layer at a time helps avoid reinstalling the client or repeatedly changing configurations.
- Confirm the plan and traffic status in the user panel
- Confirm that the client is using the current subscription configuration
- Confirm whether the issue occurs only with a specific app or route
Account and subscriptions
Account creation, client downloads, subscription refreshes and device changes are all handled through the same user panel. Account-specific subscriptions should not be shared publicly, and it is best not to keep duplicate, indistinguishable old configurations in multiple clients.
Do I need an email address to create a WrVPN account?
No email address is required. Create an account with a username and password. The username identifies your account, while the password lets you sign in to the user panel. Store both securely after registration. When switching browsers or devices, use the same account details instead of creating a separate account for each device.
Where can I get the client and subscription details?
The client and subscription details are provided together in the user panel. After signing in, open the download area and choose the relevant entry for Windows, macOS, iOS, Android or Linux. Then follow the panel instructions to get the client and import the subscription. Marketing pages do not provide static installers or public subscription addresses, helping prevent content that does not match your account status.
Why don't the routes in the client change after updating the subscription link?
First find the current subscription in the client and choose Update subscription or Refresh configuration instead of creating multiple subscriptions with the same name. After the update finishes, return to the route list and confirm that the client is showing the refreshed configuration. If nothing changes, fully exit and reopen the client, then check that the active configuration came from the WrVPN user panel. Do not edit the subscription link manually, as changes may cause updates to fail.
Do I need to buy another plan after changing devices?
No. You do not need another purchase just because you changed devices. WrVPN supports an unlimited number of devices, so you can sign in to the same account on the new device and get the client and subscription details from the user panel. If the old device is no longer in use, delete its saved subscription configuration. Plan traffic remains calculated under the same account and does not create a separate allowance when you switch devices.
Connections and troubleshooting
Connection problems do not necessarily come from the route itself. Account status, system permissions, app routing and network recovery after sleep can all affect the result. Change only one condition at a time during troubleshooting, and record the exact message shown by the client.
What should I check first when the client reports a connection failure?
First confirm that the account's plan and traffic status are normal, then refresh the subscription and test another route. Check that the system clock is accurate, that the client has the system permissions needed to establish a network connection, and that the local network can open commonly used websites. If no route connects, fully exit and reopen the client, then include your operating system, the message shown in the client and the steps already tried in a support ticket.
Why is only one app not using the proxy?
This is usually related to the client's routing mode, app rules or system network permissions. First make sure the client is not handling browser traffic only, then check whether the target app is included in a direct-connection rule or exclusion list. Some apps establish a session before the client connects, so you may need to fully close and reopen the app to use the new network path. If the app has its own proxy settings, make sure they do not override the system proxy or client rules.
Why does the keep-connected setting stop working after a device wakes from sleep?
While a device is asleep, the system may suspend the network interface or reclaim the client's background connection. After waking, the original session may be invalid even though the interface has not refreshed. Disconnect from the current route and reconnect, then check whether the system restricts the client from running in the background. If you switch networks often, confirm that the exit route has updated after each change rather than relying only on the appearance of the client's connection button.
What should I do if subscription import fails or the format is unsupported?
Copy the current subscription details again from the user panel and make sure you choose an import method that matches the client. When copying, include the full address and its parameters, without omitting the beginning or end, and do not paste explanatory text into the address field. If the client has an old configuration saved, delete the failed entry before importing again. If it still fails, include the platform, client name, import entry point and complete error message in a support ticket, but do not publicly paste account-specific subscription content.
Speed and routes
Route performance depends on local access, international paths, the exit region and the destination service. A single test cannot represent every time or app. Compare alternative routes on the same device and network conditions.
How should I choose a region and route?
Choose a region based on your destination, then compare different routes in that region. For general web browsing, start with a geographically closer route that is currently stable. For services with regional requirements, choose an exit region that matches the service. WrVPN covers 90+ countries / 200+ routes. The range of routes provides alternatives, but the best choice should be based on tests under your current network conditions and for your intended destination.
What should I do if performance slows during peak hours?
Peak-hour slowdowns may come from the local access network, international links, the destination website or congestion on the current route. Pause bandwidth-heavy downloads and sync tasks, then switch to another route in the same region. If the destination does not require a specific region, test a nearby region as well. Reconnecting repeatedly to the same route will not change the current path. After switching, reopen the destination page or app so the old connection closes before you assess the result.
Should AI Tools and Streaming use the same route?
Not necessarily. AI Tools depend more on a consistent exit region, persistent connections and stable requests. Streaming also considers content regions and each service's own policies when determining what is available. Choose routes separately for each use case. A route that opens a webpage may not be suitable for every app. After changing regions, close and reopen the existing page or app session so it does not continue using the previous exit route.
How can I tell whether a speed issue comes from my local network or the route?
Without enabling the client, first check whether the local network can access commonly used services reliably. Then compare different regions or different routes within the same region. Pause cloud sync, system updates and large file transfers during testing, and keep the device and access network unchanged. If every route becomes noticeably slower at the same time, also check the local network. If only specific routes are affected, switch routes and test again later.
Billing and refunds
Monthly subscriptions and traffic bundles use different traffic rules. Before ordering, check the plan name, traffic allowance, reset method and payment entry point. Order status, upgrades and refund requests should all be handled under the same account.
What monthly subscription tiers does WrVPN offer?
Monthly subscriptions are ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Traffic resets monthly on the activation date. Consider your typical web browsing, video use, file transfers and device sharing rather than comparing total traffic alone. Your account status and available plans are shown in the user panel.
Do traffic bundles reset each month?
Traffic bundles remain available until used and never expire. Options include ¥158/300GB, ¥358/1000GB and ¥658/3000GB. They follow different traffic rules from monthly subscriptions, which reset on the activation date, and suit usage based on actual consumption. Before purchasing, confirm on the plans page whether you are choosing a monthly subscription or a traffic bundle.
How is a mid-cycle monthly subscription upgrade calculated?
For a mid-cycle monthly subscription upgrade, the price difference is prorated across the remaining days. Before upgrading, review your current plan, remaining status and target tier in the user panel, then submit the change. An upgrade adjusts the current subscription and should not be handled by creating another account. If the panel does not match your expectations, pause and explain your current plan and desired tier in a support ticket.
Which payment methods are supported?
WrVPN supports Alipay / WeChat Pay / USDT. At checkout, open the relevant order from the user panel and choose an available method. Do not transfer funds through pages from unknown sources. After payment, return to the order area to confirm the status. If it has not updated, do not pay repeatedly; keep the order details and submit a support ticket for review.
How do I request a refund?
WrVPN offers a 7-day no-questions-asked refund. To request one, sign in to the user panel, open the support ticket area, provide the relevant order and refund request, then follow the instructions in the ticket. Keep the order record before submitting, and avoid opening multiple requests for the same order so the case can be tracked in one thread.