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OJVPN Help Center
Start with your account, subscription and client connection, then check route selection, plan billing and refund rules. The answers below follow the practical troubleshooting sequence, so you can jump directly to the relevant category.
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Recommended troubleshooting order
Check the status first, then adjust the route
Connection problems often result from a combination of account status, an outdated subscription, client settings and the current route. Confirm the account and subscription first, then restart the client and switch routes. This is easier to diagnose than changing several settings at once.
When submitting a support ticket, include the operating system, affected feature, route region, steps already tried and any message shown on the page. Do not paste subscription content or account passwords on public pages.
ACCOUNT
Account & Subscription
Get help with account creation, device changes, subscription access and client refresh issues. The orders and subscription status shown in your account are the starting point for further troubleshooting.
Does OJVPN require an email address to sign up?
No email address is required. You can create an account with a username and password. Choose a recognizable username that you do not reuse for other important services, and store your password securely. After creating your account, open the user panel to view plans, orders and client access. If you change browsers or clear local data, simply log in again with the same username and password.
Do I need to buy another plan when I switch devices?
No. You do not need to buy again when changing devices. OJVPN supports simultaneous use on unlimited devices, and one account can be used on Windows, macOS, iOS, Android and Linux devices. On a new device, log in to the user panel and retrieve the client and subscription again. Your original order, plan data and active status remain based on the records in your account.
Where can I find my subscription link?
Subscription details are available after you log in to the user panel and are not displayed on public pages. Open the client access section, select the client for your platform, and import it from the subscription area of your account. Do not copy subscription content into public chats, screenshots or shared documents. To use it on another device, retrieve it again from your own account panel.
How do I update the subscription in my client?
First confirm that your account plan is still active. Then open the client’s subscription management area and choose the option to update or refresh the current subscription. Wait for the route list to reload before connecting. If nothing changes, quit and reopen the client. If the update still fails, delete the old subscription entry and import it again from the user panel.
Which operating systems does OJVPN support?
OJVPN supports Windows / macOS / iOS / Android / Linux. Installation entry points and subscription import locations may differ by system, so select the platform matching your current device in the user panel. The download entry is used to obtain the OJVPN client and subscription configuration; public help pages do not provide direct links to static installation packages.
CONNECTION
Connections & Troubleshooting
Check the underlying network, subscription list, client status and app routing in order. Avoid changing too many settings at once, which makes the problem harder to locate.
What should I check first if the client suddenly cannot connect?
First make sure the current network can open ordinary websites normally, then check your account plan status and confirm that the subscription is up to date. Disconnect the current route and reconnect using another route in the same region. If no route connects, fully quit and restart the client. Also check that the system time is accurate and that no other network tools are still running.
Why is an app not using the accelerated route?
A common reason is that the client is using rule mode and the app’s traffic has been classified as a direct local connection. First switch to a more comprehensive connection mode for testing, then check split-routing rules, the app exclusion list and system proxy permissions. After making changes, fully close and reopen the app so it does not continue reusing the previous connection path.
What should I do if the subscription imports successfully but no routes appear?
Manually refresh the subscription management area first, and check that the client has not collapsed the route list or filtered out all entries. If it is still empty, verify the plan status in the user panel, then delete the current subscription entry and import it again. Do not add spaces or line breaks when copying subscription details, and do not mistake a webpage address for subscription content.
What should I do if connection fails continuously after switching networks?
After switching from a home network to another environment, the system may retain the old connection. Disconnect the route in the client, close the client, then reopen it and connect again. If needed, refresh the subscription and test another route. If one network works while another continues to fail, note the operating system, network environment and route region, then submit the details through a support ticket.
What should I do if websites still show my old region after connecting?
The browser or target website may retain a session or regional cache from before the connection. Once the client shows that it is connected, close the target page and related app, then reopen them. You can also check in a new browser session. If only one website shows the old region, sign out of that site, clear its site data and visit it again.
ROUTES
Speed & Routes
Choose routes based on the target region, current network and specific app. Web pages, video and tools with continuous output do not all have the same connection requirements.
What should I do when browsing slows down during peak hours?
Do not repeatedly reconnect to the same route. Instead, choose other routes in the same target region and compare actual webpage loading, video startup and file-transfer performance. If the service does not require a specific region, try a route closer to your current location. Reopen the target page after switching so the previous connection does not affect the comparison.
How should I choose a route region?
For content tied to a specific region, prioritize a route in the same region as the target service. For ordinary browsing and cross-border work, start with a geographically closer region. The route name is not the only indicator of speed; actual results on the same network matter more. When performance fluctuates, switch between routes in the same region instead of jumping between regions repeatedly.
Which settings should I check when videos keep buffering?
Pause playback and switch to another route in the same region, then reopen the video page so the player does not keep using the old connection. Check whether the client is proxying only the browser instead of the video app, and pause large file synchronization or background updates. If lowering the quality restores stability, select a better route rather than repeatedly refreshing the player.
How can I troubleshoot interrupted AI tool output?
Streaming output from AI tools keeps a connection open, so network changes, sleep and wake cycles, or route fluctuations can interrupt the session. Fix one route, close the page and reopen the session, and avoid changing networks while content is being generated. If the web interface works but a developer tool does not, check separately whether the browser, command line or editor uses the same proxy settings.
How extensive is OJVPN’s route coverage?
OJVPN covers 90+ countries / 200+ routes. Choose routes based on the target service’s region, your current network environment and actual access results. Broad coverage does not mean you should always choose the farthest region. For ordinary access, try nearby regions first, then switch to the relevant route when specific content or a service region is required.
BILLING
Billing & Refunds
Before paying, distinguish monthly subscriptions that reset each month from non-expiring data packages. Check the amount, data type and payment method on the checkout page.
What monthly subscription plans are available?
Monthly plans are: ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Choose based on your actual browsing, video, file-sync and cross-border work usage rather than comparing data allowances alone. Each monthly subscription’s data period is calculated from its own activation record.
What data packages are available, and do they expire?
Data packages remain available until used and never expire: ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They suit users whose usage schedule varies and who prefer to manage data based on actual consumption. Choose according to your usage frequency, and do not confuse these packages with monthly subscriptions that reset each month.
When does monthly data reset, and how is a mid-cycle upgrade calculated?
Monthly subscription data resets each month on the activation date. For a mid-cycle upgrade, the price difference is prorated against the remaining days. Before upgrading, check your current plan, remaining status and order details in the user panel, then select a higher data tier. The order confirmation page in the user panel is the source of truth for the upgrade result; avoid submitting the payment more than once.
Which payment methods does OJVPN support?
Alipay / WeChat Pay / USDT are supported. After selecting a plan in the user panel, the checkout page will show the available methods. Before paying, check the plan name, amount and data type, and confirm whether it is a monthly subscription or a non-expiring data package. After payment, return to the user panel to check the order status instead of resubmitting because the page loads slowly.
How do I request a refund?
OJVPN provides a 7-day no-questions-asked refund. To request one, log in to the user panel and submit the order details and refund request through a support ticket so the payment and plan records can be verified. Keep the ticket after submitting and do not create duplicate requests for the same order. You can also review the Terms of Service for the refund rules and handling basis.