SUPPORT LOG
76VPN Support Records
Organized by account, connection, routes, and billing. Check the symptoms first, then work through each possibility. For order-related questions or ongoing problems, submit a support ticket from the user panel.
CHECK ORDER
Troubleshooting order
Connection problems usually require separating subscription, client, system permissions, local network, and route status issues. Do not change several settings at once, or it will be difficult to identify what made a difference.
- Record the symptomsSave the client’s error message, route, destination service, and time of occurrence.
- Update the subscriptionRetrieve the current subscription from the user panel, then update or re-import it in the client.
- Change the routeKeep the result from the original route and compare it with routes in another or the same region.
- Change the networkSwitch networks on the same device to determine whether the problem comes from the local connection.
- Submit the detailsIf the issue persists, include all the information above in a support ticket instead of leaving only a general description.
ACCOUNT & SUBSCRIPTION
Account & subscriptions
Information about account creation, subscription access, device migration, and platform downloads. Get subscription details from the user panel; they are not publicly displayed on marketing pages.
Do I need an email address to create an account?
No. 76VPN does not require an email address. Create an account with a username and password. Keep your login details secure and avoid saving passwords on shared devices. After creating an account, use the user panel to view plans, subscriptions, and client downloads.
Where can I get my subscription after payment?
Sign in to the user panel and open Account Overview or the Subscription section. Follow the on-screen instructions to copy or import your subscription. Marketing pages do not provide a static subscription address, and subscription contents should not be edited manually. If you need to import it again, retrieve the current information from the user panel.
Do I need to purchase again after switching devices?
No. Switching devices does not require another purchase. 76VPN supports unlimited simultaneously connected devices. Install the appropriate client on the new device, sign in to the user panel, retrieve the subscription, and import it. When retiring the old device, you can also delete the subscription information saved in its client.
Which systems support 76VPN?
Windows / macOS / iOS / Android / Linux are supported. Client downloads are available in the user panel; sign in and choose the version for your system. After installation, import the subscription and allow the network permissions requested by the system so the client can handle network requests.
CONNECTION CHECK
Connections & issues
First confirm that the subscription can be updated, then check the client and system permissions. A problem affecting one app and a failure affecting every route require different troubleshooting paths.
Why can’t I connect even though the subscription has been imported?
First update the subscription in the client and confirm that the route list loads normally, then test another route. Restart the client and check that its network permissions are allowed. If no routes respond, switch to another network and test again, then include the error message and time of occurrence in a support ticket.
Why can only one app fail to access the network through the proxy?
This is usually related to the client’s routing rules, the scope of the system proxy, or the app’s own network settings. Try a connection mode with broader coverage and restart the app, then check whether the client has assigned the target domain to direct connection. If other apps work normally, there is no need to reinstall the entire configuration first.
What should I do if a subscription update fails?
First confirm that your current network can open the user panel. Retrieve the subscription again from the panel and update it in the client. Do not add spaces to the address or delete parameters manually. If the old subscription keeps returning errors, remove that entry and import it again. If it still fails, attach the client’s exact message to your support ticket.
What should I do when the client says system permissions are missing?
Open system settings and check the network extension, VPN configuration, or background activity permissions requested by the client, then allow them as prompted. After changing permissions, fully quit and reopen the client. If a configuration request was previously denied, start a connection from the client again so the system can display the authorization screen.
ROUTE & SPEED
Speed & routes
Keep the device, destination, and test method consistent when assessing speed. A single speed test only describes the route conditions at that moment; it cannot replace comparisons across different times and routes.
What should I check first when performance slows during peak hours?
Keep the current route and record its performance, then compare it with another route in a nearby location. During troubleshooting, pause large file transfers, cloud sync, and system updates so local tasks do not consume all available bandwidth. You can also switch networks on the same device to distinguish local network issues from remote route effects.
How should I choose a route?
For everyday browsing, start with a nearby route that provides a stable connection. For services with regional requirements, choose the relevant country or region. 76VPN covers 90+ countries / 200+ routes. When several options are available in one region, judge them by actual connection results rather than the route name alone.
Why is downloading still slow when latency appears low?
Latency mainly measures the time required for a request to travel back and forth; it does not equal sustained transfer capacity. Download speed is also affected by local access quality, limits imposed by the destination service, route congestion, and background tasks. Compare routes using the same file and device at similar times instead of judging every route from one result.
Is it normal for the route status shown on the page to differ from my local experience?
Route status provides a current reference. Local performance also depends on your location, access provider, wireless quality, and the destination service. During troubleshooting, use the results on your own device as the reference and record the route, time, destination service, and error message. This is more useful for diagnosis than simply reporting that the connection is slow.
BILLING & REFUND
Billing & refunds
Monthly subscriptions and data packages follow different data rules. Keep order records for payments, upgrades, and refunds. If a status has not synced, do not create duplicate orders.
What monthly subscription plans are available?
Monthly plans: ¥9.9/month includes 60GB · ¥18/month includes 250GB · ¥28/month includes 500GB. All three plans support Windows / macOS / iOS / Android / Linux and unlimited simultaneously connected devices. Choose based on your actual monthly data needs.
What is the difference between a data package and a monthly subscription?
Data packages remain available until used and never expire. Prices are: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. Monthly subscription data resets each month on the activation date. Compare a data package if your usage is irregular; for ongoing use, choose a monthly plan based on your monthly data needs.
When does monthly subscription data reset?
Monthly subscription data resets each month on the activation date rather than on a calendar-month schedule. Check the subscription period shown in the user panel when reviewing remaining data. Data packages follow different rules: they remain available until used, never expire, and do not reset on the monthly subscription’s activation date.
How is a mid-cycle monthly plan upgrade calculated?
For a mid-cycle monthly plan upgrade, the price difference is converted into remaining days. Before upgrading, check the current plan, remaining period, and target plan in the user panel, then confirm based on the result shown on the page. If the order status differs from expectations, do not submit it again; keep the order details and ask through a support ticket.
Which payment methods are supported?
Alipay / WeChat Pay / USDT are supported. During checkout, use the payment option actually shown in the user panel. If the plan status has not updated after payment, refresh Account Overview and check the order status. Do not create duplicate orders; if the status still has not synced, submit a support ticket for verification.
How do I request a refund?
76VPN offers a 7-day no-questions-asked refund. To apply, sign in to the user panel, open the support ticket area, specify the relevant order and refund request, and keep the order status details. Do not create the same request again after submitting. The refund rules and processing records are governed by the order, ticket, and Terms of Service.