Support Center & FAQ

Start with the client's proxy mode: global sends all traffic through the tunnel, while rule-based mode only sends matching domains, and the wrong mode shows up as connected but nothing loading. If the mode is right and pages still fail, switch to another route and retry, then check that the system clock is accurate — a large time offset makes the encrypted handshake fail outright. If all three check out, open a ticket and include the route name shown in the client.

The usual cause is an app that uses its own network stack or its own DNS and ignores the system proxy settings. Switch the client to global mode and try again; if that still doesn't work, its traffic isn't passing through the system proxy layer and you'll need a client configuration that supports a virtual network adapter mode. This has nothing to do with your account, and changing routes won't help.

Check three things in order: that the link was copied in full (no leading or trailing spaces, no half-copied string), that your current network can reach the internet, and that the link hasn't been reset. Copying the subscription link again from the dashboard usually fixes it. If the client reports a format error, make sure you imported the subscription link and not the dashboard's web address.

That message comes from the site's own risk controls and depends on the reputation of the exit IP. Switching to another route in the same or a nearby region — from a direct route to a dedicated one, for example — usually gets you past a flagged exit. If only one or two sites show the message and everything else works, your account and client are fine and there's no need to reinstall.

The official clients cover five platforms — Windows, macOS, iOS, Android and Linux — and routers are not among them; running a third-party client on a router and importing the subscription link is a do-it-yourself setup. That kind of deployment is outside support scope. If you suspect the subscription link itself isn't working, open a ticket with the client you're using and the exact error message so it can be checked.

Peak-hour bottlenecks usually sit between your local broadband and the international gateway. Match the route to the task: dedicated routes for work and meetings, optimised routes for the region your streaming service sits in, high-bandwidth direct routes for AI tools. Also avoid the most congested entry point and try a nearby region — that usually works better than reconnecting to the same route over and over.

A direct route runs from your location straight to the exit in the target region, which is the shortest path. A relay route connects to an intermediate node first and forwards from there, which suits periods when direct quality is unstable. A dedicated route uses a separate channel with more predictable latency and jitter, which suits meetings and real-time collaboration. The three cover different situations, so switch according to the task at hand.

Not necessarily. Client version, how the system proxy is implemented and local Wi-Fi quality all affect the result. First confirm both devices are on the same route and the same protocol, then compare them against the same target site in the same time window. If the gap is consistent, it's most likely the local network or client configuration on one of the devices rather than the route itself.

Pick by where the target service lives, then narrow down by purpose: dedicated or high-bandwidth direct routes for AI tools and work, optimised routes for the matching region for 4K streaming, and avoid relays for real-time work that needs low jitter. The region and route type shown in the route list are your selection criteria; if unsure, start with a nearby region and work outwards.

Monthly plans come in three tiers: ¥9.9/month for 60GB, ¥18/month for 250GB and ¥28/month for 500GB, with data resetting each month on your activation date. If a month isn't enough, you can buy a data pack: ¥158/300GB, ¥358/1000GB or ¥658/3000GB, used until they run out with no expiry. None of the three plans limits the number of devices.

Upgrades are prorated by the days remaining, so you don't pay a full extra month for the new tier. Once the proration is done you get the new tier's data and route access, and data still resets monthly on your activation date. If you only ran out early in one month, a data pack is another way to top up.

No. Data packs are used until they run out and never expire — they don't reset when the month ends. They work as a top-up on top of your monthly plan's data, so buy them as needed.

ZaraVPN offers a 30-day money-back guarantee. Open a ticket in the dashboard, say you'd like a refund and include your username and order time; once it's verified, the refund goes back to the original payment method. Alipay, WeChat Pay and USDT are all supported. Adding the payment time to the ticket speeds up verification.