SUPPORT / Support
Connection, Subscription & Refund Support
Find troubleshooting steps by issue type. Topics include account setup, subscription import, client problems, route selection, billing, and refund requests. All prices and service rules match the information in the user panel.
ACC
Account & Subscription
A central guide to registration, subscription access, device changes, and traffic cycles. Account credentials and subscription links are access credentials and should be used only on controlled devices and trusted clients.
Do I need an email address to register for HBVPN?
No. HBVPN does not require an email address; a username and password are enough. Keep both credentials secure, and avoid leaving a browser signed in on a public device. After registration, use the user panel to view plans, orders, client access, and subscription details.
Where can I find my subscription link after purchasing a plan?
After completing your order, open the user panel and find the current subscription details under Account Overview or the Client section. Marketing pages do not provide static subscription addresses or direct installer links. When copying a subscription link, select every character before pasting it into a client that supports subscription import.
How do I update my subscription link?
Open subscription management in the client and choose Update or Refresh. If old routes still appear, copy the subscription link again from the user panel, replace the existing entry, and update it once more. Do not post the link publicly in forums, screenshots, or shared documents.
Do I need to purchase another plan when I change devices?
No. Changing devices does not require another purchase. HBVPN supports unlimited devices and works with Windows / macOS / iOS / Android / Linux. Install the appropriate client on the new device, then retrieve and import the subscription again from the user panel. Keep account and subscription details secure when sharing devices.
When does monthly subscription traffic reset?
Monthly subscription traffic resets each month on the activation date, not on the first day of the calendar month. Check the current cycle shown in the user panel when reviewing remaining traffic. Data packages follow different rules: they remain available until used and never expire, so they are not included in the monthly reset.
LNK
Connection & Troubleshooting
Connection issues usually come from an outdated subscription, a client that is not capturing traffic, an app using its own network settings, or changes to the local network environment. Troubleshooting layer by layer is usually more effective than repeatedly reinstalling the client.
The client says it is connected, but webpages still will not load. What should I do?
First confirm that the client has enabled the system proxy or the relevant traffic-capture mode, then close and reopen the target webpage. If the issue persists, switch routes, disconnect and reconnect, and check whether the browser has its own proxy configured. An incorrect system clock, leftover proxy settings, or a changed network environment can also affect connectivity.
Why is a particular app not using the proxy?
Some apps do not use the system proxy or rely on their own network connection method. Check split-routing rules, global connection mode, and traffic-capture settings in the client, then fully quit and relaunch the app after making changes. If only that app is affected, try a route for the target region and review its region and network permissions.
What should I do if no routes appear after importing the subscription?
Check that the subscription link is complete and that its beginning, ending, and parameters were not lost during copying. Then manually update the subscription in the client and make sure you imported the subscription endpoint rather than a single route. If nothing appears, delete the old entry, copy the link again from the user panel, and import it once more.
The same subscription works on one device but will not connect on another. What should I do?
HBVPN supports unlimited devices, so start by checking the new device’s local settings. Confirm that the client supports the current operating system, the subscription is up to date, the system proxy is enabled, and the local network is not restricting the connection. You can also select the same route on both devices to distinguish a route issue from a device configuration issue.
RTE
Speed & Routes
Choose routes based on the target service, exit region, and current network conditions. Cross-border connections can vary with local access conditions and exit congestion, so keeping a backup route in the same region is more practical than relying on one fixed exit.
What should I do when the connection slows down during peak hours?
Switch to another route in the same target region instead of staying on a congested exit. If the service does not require a specific region, choose a geographically closer exit when possible. Re-establish the connection after switching before downloading, streaming, or starting a long session, so the old connection no longer occupies the original route.
Should I look at the region or the route name first?
Start with your destination, then consider the exit region. For everyday browsing and file transfers, try a nearby region first. When you need content from a specific region, switch to the corresponding exit. Do not judge performance by the route name alone; testing commonly used routes one by one on the same network is more reliable.
Why do I need to change the exit region when using AI tools?
AI tools may evaluate the exit region, session state, and account environment when deciding whether to allow access. If a region warning remains after connecting, switch to an exit region supported by the tool, clear the old session, and reopen it. Keep the exit region stable during use to avoid inconsistent session context.
How should I troubleshoot streaming that opens but will not play?
First confirm that the selected exit matches the region of the target catalog, then close the player and reconnect to the route. On the web, clear old sessions related to region detection; in the client, fully quit and relaunch it. If the homepage loads but playback fails, try another route in the same region instead of repeatedly refreshing the current connection.
PAY
Billing & Refunds
Monthly subscriptions and data packages use different traffic rules. Before ordering, verify the plan type, traffic allowance, and order amount. During payment, an upgrade, or a refund, check the existing order status first to avoid duplicate submissions.
What are HBVPN’s monthly subscription prices and traffic allowances?
Monthly plans are: ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Traffic resets monthly on the activation date, and mid-cycle upgrades convert the price difference into the remaining days. Choose based on your typical usage, and check the user panel for the current order status.
What data package sizes are available, and do they expire?
Data packages are: ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They remain valid until used and never expire, making them suitable for irregular usage or anyone who does not want a monthly reset. Data packages and monthly subscriptions use different accounting rules, so review them separately.
Which payment methods are supported?
HBVPN supports Alipay / WeChat Pay / USDT. Before submitting an order, verify the plan name, traffic allowance, and amount due in the user panel, then choose one of the payment methods shown. After paying, do not submit the same order again; return to the user panel and check its status first.
How is a mid-cycle plan upgrade calculated?
For a mid-cycle upgrade, the price difference is converted into the remaining days. Before upgrading, confirm the current plan, remaining period, and target plan in the user panel to avoid choosing the wrong traffic tier. The updated order and plan status are determined by the user panel; monthly subscription traffic still resets on the activation date.
How do I request a refund?
Open the ticket area in the user panel, state the relevant order and refund request, and submit it as instructed. Eligibility is reviewed under the 60-day refund policy. Keep the order status and payment record before submitting, and avoid cancelling the order, paying again, and requesting a refund at the same time.
NEXT STEP
Open the Ticket Area
Still Need Help?
When submitting a ticket, include your platform, the client’s current message, selected exit region, actions taken before and after the issue occurred, and troubleshooting steps already completed. More detail makes it easier to distinguish account, subscription, client, and route issues.