Help Center
Accounts, subscriptions, connections and billing. Find steps for your issue, then check the current status in your dashboard.
New to T7VPN? Start with the Quick Start. For a complete walkthrough and advanced guidance, see From Beginner to Advanced. The FAQs below are organized by topic. Select a question to view its answer.
Accounts &subscriptions
Your account credentials let you access the dashboard; your subscription link lets the client retrieve route settings. Keep these two types of information separate when saving details or troubleshooting.
Do I need an email address to create an account? How should I store my login details?
No email address is required. Create an account with a username and password. Save both in a trusted password manager, and make sure the username matches the one shown in your dashboard. Don’t write your password in public notes or post account screenshots in public forums. If you can’t log in, check your keyboard input, capitalization, extra spaces and autofill entries. Make sure you’re not entering a client or subscription name as your username. If you still can’t access the dashboard, keep a copy of the error message and contact support through the dashboard. Never include your full password in a support request.
Where can I find my subscription link, and how do I update it in my client?
Sign in to the user dashboard and find your subscription details in the account overview. Use the dashboard’s import option to add the subscription to your client. If you need to import it manually, paste the link into the client’s subscription URL field, not the server name field. To refresh your routes later, find the imported subscription in your client, update or refresh it, then choose a route from that subscription. Check the subscription name, route list and any error messages to make sure you’re using the details for your current account. Treat the subscription link like account credentials: hide the link and its parameters in screenshots, and never post the full URL publicly.
Do I need to choose a different plan when I change devices or use multiple devices?
T7VPN has no limit on the number of devices connected at the same time, so changing devices alone doesn’t mean you need a different plan. Supported platforms are Windows / macOS / iOS / Android / Linux. On a new device, get the appropriate client from the user dashboard and import your current account’s subscription. Settings saved on an old device won’t transfer automatically. The device limit and data allowance are separate: check your remaining data in the dashboard as usual. Before handing off or retiring an old device, sign out and remove the local subscription configuration so it doesn’t go with the device to someone else.
How do monthly plans and data packages compare, and when does data reset?
Monthly plans suit ongoing use: ¥9.9/month for 60GB, ¥18/month for 250GB, or ¥28/month for 500GB. Data resets monthly on the activation date. Data packages suit usage based on actual consumption: ¥158/300GB, ¥358/1000GB or ¥658/3000GB. They last until used and never expire. Before choosing, consider how you use your devices, such as everyday browsing, file transfers or video streaming. Don’t estimate usage based only on connection time. If you upgrade a monthly plan mid-cycle, the price difference is converted into remaining days. Check the plan and order details shown in the dashboard before proceeding.
Connections & troubleshooting
Check your basic internet connection first, then review your account, subscription and client settings. Test the result after each change; reinstalling repeatedly can obscure the original problem.
The client says it’s connected, but websites won’t load. What should I check?
Disconnect the client first and check whether your current network can access websites that normally work. If your basic connection is down, troubleshoot your local network first. Once it’s working, check your account’s subscription status and remaining data, update the subscription, then try another route. Check whether the client has system proxy or another traffic-capture mode enabled, and whether a browser extension is overriding its settings. A connected status only means the client has established a connection; it doesn’t prove that a request is using the expected route. Keep other settings unchanged while testing one thing at a time, and note the affected website and any client error messages to help pinpoint the issue.
Why does my browser work, but a particular app doesn’t use the proxy?
Apps can use different network settings. A working browser doesn’t mean every app will use the system proxy. Check whether the client is using rule-based routing or another traffic-capture mode, then confirm the target app isn’t assigned a direct-connection rule and that the client has the network permissions required by your system. If the client offers per-app routing or a virtual network adapter mode, read its instructions before changing settings. Avoid changing several settings at once. Fully quit and reopen the app after making a change, then check whether it works. If the problem continues, note the app, operating system, selected route and routing mode. A screenshot showing only a connected status won’t be enough to diagnose it.
Subscription updates fail or the route list is empty. What should I do?
First, make sure the device itself can access the internet, then sign in to the dashboard and check your account and subscription status. Copy the link using the subscription option in the dashboard. Check for missing characters or extra spaces, and make sure you haven’t copied a webpage URL instead. If the client says the format isn’t supported, follow the dashboard instructions for that client’s import method rather than repeatedly editing link parameters. If refreshing still fails, keep the existing configuration and note the error so you don’t lose information that may still work. When submitting a support ticket, include the client name, platform and steps that led to the failure. Hide the full subscription link and login credentials in any screenshots.
Where can I get the client, and why does it ask for permissions after import?
Get clients from the user dashboard. Supported platforms are Windows / macOS / iOS / Android / Linux. Open the download section and follow the instructions for your platform. Sign in to the dashboard to access your subscription details. When you import a configuration or enable a connection, your system may ask to add a network configuration, enable a network extension or grant related permissions. Make sure the prompt is for the client you’re setting up, then follow its instructions. Don’t disable unrelated system protections just to dismiss a prompt. If you previously denied a required permission, check the client’s authorization status in system settings, then return to the client, reconnect and test access.
Speed &routes
Break down your connection experience by access network, selected route, app rules and destination service. Route labels are a guide; performance on your actual tasks is a better way to compare.
How can I tell whether peak-hour slowdowns are caused by my local network or a route?
Pause background downloads, syncing and other high-data tasks on your devices, then check whether your local connection improves. If possible, compare results on a different access network. Next, switch routes in the same client while keeping the routing mode unchanged, and revisit the same page or repeat the same task. This helps avoid mistaking an app cache difference for a route change. If only a particular route has problems, try another region or route type temporarily and note when the issue occurs. A shorter distance doesn’t guarantee a smoother connection at every time of day. Peak-hour performance can also depend on your local connection, international routing and the destination service. Keep your test conditions consistent rather than changing every setting at once.
How should I compare IEPL, relay and direct routes?
These labels describe how a route is organized, but the label alone can’t predict how it will perform on your network. Start with your use case: everyday browsing is about page loading, voice and interactive tasks need consistent connections, and file transfers should complete reliably. For a fair comparison, keep the device, access network, destination service and client rules the same while switching route types. Check route details in your current subscription and dashboard; other users’ results may not reflect your experience. If a route works well for a particular task, keep it as a favorite and get familiar with other available routes so you can compare them if a problem arises.
How can I check coverage, and should I choose a region based only on distance?
T7VPN covers 90+ countries / 240+ routes. Check the route list and your account’s current subscription for available options. A region name indicates the exit location, but distance isn’t the only factor: your local provider’s routing, route type and the destination service’s location can also affect performance. For everyday browsing, try a commonly used region first and compare with another if you run into problems. If a service has regional requirements, check its own terms. After connecting, check the actual exit location and how your apps perform. Don’t assume every request uses that exit just because the client displays a region name.
AI tools or streaming services aren’t working. What should I check before switching routes?
Check whether the service reports an outage, and verify your account status, the regions where the service is available and your app version. Then make sure the client’s rules route the relevant requests through the proxy. Restart the app if needed to clear old connections and cached data. When switching routes, keep other conditions the same and note whether the issue occurs while loading the site, signing in or playing content. A network connection doesn’t replace account permissions or content rights from the platform, and it can’t guarantee every feature will work in every region. When reporting a problem, include the service name, the step that failed, the error message and the selected region. Hide account and subscription details in screenshots.
Billing &refunds
Check prices, data and orders in the dashboard for the relevant account. Use a support ticket to report payment issues or request a refund, and keep a record of the conversation.
Which payment methods are supported, and what should I check after paying?
T7VPN supports Alipay / WeChat Pay / USDT. Follow the payment options shown on the order page in the user dashboard. Before paying, check the account, plan name, billing type and order total, and confirm whether you’ve selected a monthly plan or a data package. After payment, return to the dashboard to check the order status and subscription details, then update the client configuration and test it. If your payment tool shows the payment as complete but the dashboard hasn’t confirmed it, keep the order details and payment receipt, then explain the issue in a support ticket. Don’t create repeated orders just to refresh the status. Before sending a receipt, you can hide personal details unrelated to the check, but keep the information needed to match the order.
How do I request a 14-day no-questions-asked refund, and what information should I provide?
T7VPN offers a 14-day no-questions-asked refund. See the refund section of the Terms of Service for details. To request one, sign in to the account used for the order, open a support ticket and explain that you’re requesting a refund. Include the relevant order details so the payment can be matched. If your account has different types of orders, specify which one the request concerns rather than simply saying the service doesn’t work. You can describe the issue to help with the review, but you don’t need to share personal usage details publicly. Updates and the outcome will be provided through the support ticket. Keep your order and support records, and don’t share your account password or full subscription link.
How is a mid-cycle monthly plan upgrade calculated, and does it change the data reset schedule?
When you upgrade a monthly plan mid-cycle, the price difference is converted into remaining days. Data resets monthly on the activation date. Before upgrading, check your current plan, the plan you’re considering and the details shown on the dashboard. Confirm them before continuing; don’t try to calculate the result using calendar months or a fixed number of days. Choosing a plan and switching routes in the client are separate actions: changing routes doesn’t upgrade your plan, and refreshing a subscription in the client doesn’t complete an order. If the dashboard doesn’t show the expected information after an upgrade, keep the order details and any messages on the page, then ask support to check. If the client still shows old information, update the subscription and make sure you’ve selected the configuration for your current account.
Do data packages expire, and how can I avoid misreading my remaining balance?
Data packages last until used and never expire. Options are ¥158/300GB, ¥358/1000GB and ¥658/3000GB. Never expires describes the package’s validity period; it doesn’t mean the data can’t be used up. Consider video streaming, file downloads, cloud syncing and other tasks routed through the proxy when reviewing your usage. Check your remaining data in the account details in the dashboard. Don’t treat a single device’s local usage statistics as the balance for your whole account. If usage differs from what you expected, check other devices and background tasks, then review the client’s routing settings. If you need help, include the relevant time period and steps you took, but don’t share sensitive browsing details in a support ticket.