Frequently Asked Questions

No email address is required to create an account; just use a username and password. Store them in a trusted password manager, and use a unique password for HiHiVPN. Your password is for signing in to the dashboard, while your subscription link lets the client load route configurations. They serve different purposes, and neither should be shared publicly. Since your account is not linked to email, don’t assume you can recover access by email if you have trouble signing in. First check the spelling of your username, your input method, and password capitalization. If you still can’t sign in, find the support options on the Customer Service page and describe the message you see. Never send your password or full subscription link.

HiHiVPN supports Windows / macOS / iOS / Android / Linux. Sign in to the user dashboard and open the client downloads section. An active plan is required to download a client, and you must be signed in to access your subscription. Choose the platform that matches your device and follow the dashboard instructions to install the client and import your subscription. Don’t try to apply installation steps meant for another platform. After installation, grant any network permissions required by your system and select the imported configuration in the client. Marketing pages don’t provide standalone installers or public subscription links. If the download page reports an issue with your plan, check its status in the account overview, then contact support through a ticket.

Open the subscription or configuration manager in your client, select the subscription from HiHiVPN, and use the update option. Then check that the route list appears as expected. In most cases, update the existing subscription rather than repeatedly adding configurations with the same name, which can make it harder to select the right one later. If the update fails, first confirm that your local network can reach the user dashboard, then check your plan status and make sure the link was copied in full, including its beginning and end. If the dashboard link differs from the one saved in the client, use the current dashboard link and import it again. If it still fails, note the error and send it to support. Hide link parameters in screenshots, and never post your subscription link in a public forum.

HiHiVPN has no limit on the number of devices connected at the same time, so switching devices alone doesn’t require another plan. Sign in to the same account on your new device, choose the client for that platform, and import your subscription as instructed in the dashboard. Unlimited devices doesn’t mean unlimited data, so keep an eye on your plan and data balance. When you stop using an old device, remove any saved account and subscription details to avoid leaving access credentials behind. If a client reports a device limit, check that you imported the configuration for your account and note which app displayed the message. Then send support a screenshot for troubleshooting rather than paying again.

Disconnect the client first and check that your local network can open commonly used websites. If the basic connection is down, resolve that before troubleshooting the client. Next, sign in to the dashboard to check your plan status, then return to the client, update your subscription, and make sure the active configuration is selected. When connecting, watch for network permission prompts from your system and make sure no other proxy tool is also controlling network traffic. If one route fails, try another in the same region, then compare with a different region to tell a route issue from a local network issue. Don’t change everything at once. Keep track of each step and its error message so you can continue with the troubleshooting guide or give support a reproducible set of steps.

A working browser connection only confirms that the browser’s current route is available; other apps may use different settings. Check whether the client is in rule mode or another mode, then see if the app needs its own proxy settings or is assigned a direct connection by a rule. If the client offers system proxy or tunnel options, follow the guide for your platform. Option names and settings aren’t necessarily the same across devices. After making a change, fully quit and reopen the app so it doesn’t reuse an old connection. Devices managed by an organization may have additional network policies, so don’t change them yourself. Send support the app name, operating system and error message for help.

“Connected” usually indicates the client’s status; it doesn’t confirm that a specific website is reachable or prove that DNS is the problem. Compare other websites and apps. If only one site fails, consider its service status, regional rules and account requirements. If most sites fail, check the selected route, proxy settings and DNS configuration. Restore the configuration recommended by the client first, and check whether another network tool has custom DNS enabled. After switching routes, an IP lookup page can help you check your exit IP, but a changed IP doesn’t guarantee that a particular service will work. Don’t copy unfamiliar DNS addresses without checking them; keep your original settings so you can compare.

First note whether the disconnection happens when the screen locks, the network changes or the app moves to the background. Then check the system’s background activity, battery management and network permission settings for the client. Keeping the connection active in the foreground can help tell whether the issue is caused by background restrictions or the route itself. In your ticket, include the operating system, client name, selected route, approximate time of the issue, network type, error message and steps you’ve already tried. If only one app is affected, include its name. Hide sensitive account details, subscription links and private payment information in screenshots. Never give support your password or upload a full configuration file without checking it first.

HiHiVPN covers 90+ countries / 170+ routes. Start by choosing a region that fits the service you want to access, then compare route types and how they perform on your network. IEPL, relay and direct describe different ways traffic is routed; the labels don’t replace testing on your current connection or guarantee a particular speed ranking. For everyday use, compare routes within a suitable region first. If you run into issues, try another route type. Changing both the region and mode at once makes it harder to identify the cause. Some services offer different content depending on your exit region, so check what you need before switching. The Routes page explains route categories and how to choose; the available options are those listed in your account’s client.

Pause downloads, cloud syncing and other network-heavy tasks on your devices, and check that your Wi-Fi signal is stable. Then compare routes using the same video at the same resolution. If other routes in the same region perform differently, try another route type. If all routes and regular websites slow down at the same time, check your local connection first. You can also temporarily lower the video resolution and see whether buffering improves; this can help distinguish limited throughput from a complete loss of access. Don’t judge quality only by a successful client connection or the distance to a region, and don’t treat one peak-time result as a long-term pattern. When reporting the issue, include when it happened, the route you used, the streaming service and your comparison results. That’s more useful than simply saying it’s slow.

First check that your route’s exit region meets the service’s published requirements, then fully quit the app or start a fresh browser session and try again. ChatGPT, Gemini and streaming services may consider account region, sign-in status, subscription eligibility and their own risk checks in addition to network region. Switching routes therefore doesn’t guarantee access for every account or to an entire content library. If regular websites work but the service still shows an error, keep the exact message and distinguish a region notice from an account eligibility issue or connection timeout. Don’t switch regions repeatedly or try to change account details. The AI guide offers tips for checking access; always follow the service’s current rules and your account’s actual status.

HiHiVPN states that it does not keep logs. Read the Privacy Policy for details about the scope and handling of this policy; it should not be taken as an absolute guarantee against every network risk. Websites, accounts and devices still have their own privacy settings and rules. For routine connection troubleshooting, details such as your operating system, route, the time of the issue and the error message are usually enough. You don’t need to submit your full browsing history to explain a connection problem. If the issue affects only a particular service, provide its name and the error you see. Before sharing screenshots, check for visible tabs, account names and link parameters. If you’re unsure why support needs particular information, ask how it will be used before sending anything.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB and ¥28/month for 500GB, with no device limit. Data resets monthly on your activation date, not at the start of each calendar month. Check your account details in the dashboard for your remaining data. If you upgrade mid-cycle, the price difference is prorated for the remaining days; don’t estimate the amount based on a full billing period. Before choosing a plan, consider your typical usage: streaming video, transferring files and using multiple devices can all consume more data. Check the plan page for current tiers and rules, then review the amount shown in the dashboard before confirming a change. If it doesn’t match your expectations, ask support before creating another order.

Data packages cost ¥158/300GB, ¥358/1000GB and ¥658/3000GB. They’re used until depleted and never expire. Unlike monthly plans, which reset data each month on your activation date, data packages don’t follow a monthly reset cycle. Choose based on how regularly you use the service, not just the upfront price. A data package may suit occasional use, while regular use may make a monthly plan’s data allowance a better fit. “Never expires” refers to the data package’s validity period; it doesn’t mean unlimited data or define every account rule. If you plan to hold more than one type of plan, check the applicable rules in the dashboard. Ask support how plans combine, how data is deducted or how switching works rather than assuming.

We accept Alipay / WeChat Pay / USDT. Select a plan in the user dashboard and follow the payment instructions on the order page. Don’t pay in response to messages from unknown accounts or through third-party pages. If you’ve paid but the dashboard hasn’t updated, first make sure you’re signed in to the account that placed the order, then check the order history and payment status. Don’t pay again just because the page hasn’t changed, and don’t assume a plan is active based on a screenshot. When contacting support, include the relevant order details, payment method and the message shown on the page. Share only the parts of a receipt needed for verification, and hide private information. Payment and plan status are confirmed by the dashboard records and support review.

HiHiVPN offers a 14-day money-back guarantee. To request a refund, sign in to the account used to purchase the plan, open a support ticket from the user dashboard and include the relevant order details. You can also find the ticket link on the Customer Service page. See the Terms of Service for full eligibility details. Make sure the order matches your current account, and never post payment details, your account password or subscription link publicly. A refund request is different from a connection issue report, so clearly state that you’re requesting a refund rather than only describing connection problems. Follow up in the same ticket for updates. This page makes no additional promises about processing times or unlisted offers.