Support Center

No email address is required. Create an account with a username and password. Follow the instructions in the user panel to set up and save your account details. We recommend saving your username and a unique password in a password manager rather than reusing credentials from other sites. Use the same account to view orders, access your subscription, and submit support tickets. Before signing out, make sure your saved details are correct. Your subscription link is not a login credential, and you should never share your password. If you can't log in, check your keyboard input, capitalization, and any extra spaces copied with your credentials, then consult the account help in the panel.

Sign in to the user panel and find your subscription details in the account overview. Use the copy or import option provided on the page. In a client where you've already imported a subscription, select the relevant profile in its configuration or subscription manager, then update the subscription. When finished, make sure the profile is enabled and check the server list again. If the update fails, confirm that your local network can reach the panel and that your plan is active, then check that you copied the full link. Subscription links are sensitive account information; don't post them on public forums or include them in screenshots or shared documents.

There is no limit on the number of devices connected at the same time, and changing devices alone does not mean you need to buy again. Supported platforms: Windows / macOS / iOS / Android / Linux. Sign in to your existing account on the new device, get the appropriate client and subscription, then import and connect. Make sure you don't place a duplicate order under a different account. Device count and the data available on your plan are separate; check your remaining data and plan status in your account. Before selling, transferring, or retiring an old device, remove any saved account details and subscription profiles.

Download clients from the downloads section of the user panel; installation packages aren't linked directly from marketing pages. Sign in to download for Windows / macOS / Android / Linux. An active plan is required for the iOS download link. Sign in to access your subscription as well. Downloading the client doesn't import a profile or enable the connection. After installation, follow the panel instructions to import your subscription, select the profile, choose a route, and connect. If the iOS option isn't available, check that your plan is active. For other platforms, confirm you're signed in and have selected the right operating system.

Disconnect the client first and make sure your local network can access everyday websites. Reconnect and check that the selected profile is enabled. If your basic connection is working, try the same website on another route to tell a route issue from a client setting issue. Then check your system proxy settings or any network-routing option the client requires; the connection indicator can be on even when traffic isn't going through the client. Pause other proxy tools while troubleshooting, change one setting at a time, and note the results. If the problem persists, submit a support ticket with your operating system, the client's error message, and the steps that reproduce the issue.

Apps can handle system proxy settings differently, so a working browser doesn't mean every app uses the same route. First check whether the client uses rule-based routing and whether the service is set to connect directly. Then review the app proxy or network-routing options in the client documentation. After changing settings, quit and reopen the app so it doesn't keep using an existing connection. If it still won't work, note whether sign-in fails, content won't load, or the connection times out, and check the service's regional and account requirements. Don't assume every route is down based on the result in one app.

Go back to the user panel and copy the subscription details again. Make sure you haven't included instructions, spaces, or line breaks, and don't mistake the panel login address for a subscription URL. Check which import methods your client supports and use the matching option provided in the panel. If no routes appear after an update, check that the profile actually updated, that the newly imported profile is enabled, and that your plan is active. Keep the old profile until you've confirmed the new one works; don't delete all your working options at once. If you need help through a support ticket, include the error text but not the full subscription link.

Note your operating system, client name, when the issue occurs, network environment, route name, and exact error message. Mention whether it affects only a particular website or app. Include what you've already tried, such as updating the subscription, reconnecting, switching routes, or changing local networks, and the result of each step. Before sharing a screenshot, hide sensitive account details other than your username, payment information, and subscription links. Submitting a ticket through the user panel keeps the troubleshooting context together. Add any new findings to the same ticket so the issue can be reviewed continuously.

First check whether the slowdown happens only during peak hours, and pause large local downloads, syncing, and other bandwidth-heavy tasks. Test different routes with the same service while keeping other settings unchanged; this makes it easier to tell whether the difference comes from the route or your local network. If switching routes helps, you can keep using the better option for now. If all routes are slow, check your Wi-Fi signal, network connection, and client configuration. Avoid changing routes, modes, and app settings all at once. If the problem continues, submit your test results rather than just saying that speeds are slow; this makes the issue easier to investigate.

These labels describe different ways network links are arranged; the experience can vary by region and network. Start by choosing the exit region required by your target service, then compare how each route performs on your current network. Don't judge by the route name alone. Peak-hour congestion, carrier routing, and the target service's own status can all affect results. K9VPN covers 100+ countries / 250+ routes. Check the panel and your updated subscription for the available options. Once you find a route that suits your needs, keep using it and make targeted changes if a specific issue comes up.

Not necessarily. A service may consider your exit region, account region, payment details, previous sessions, and its own policies. A successful network connection doesn't mean you meet the service's access requirements. Check the service's published regional requirements, choose a route in the relevant region, then reopen the app or start a new session to test again. When using AI tools, try to keep the exit region consistent rather than switching regions repeatedly while troubleshooting. Streaming catalogs can also vary by account and region. If the message persists, save the exact wording and distinguish a network issue from an account restriction imposed by the service.

Route status is only a guide when choosing a route. Your experience also depends on your local Wi-Fi connection, carrier routing, the link between the exit point and the service, and the service's own performance. Web browsing, video playback, and file transfers have different demands, so one metric can't capture the whole experience. Test directly in the app you want to use, keeping the content and network conditions consistent. “Military-grade encryption” is a security claim, not a guarantee of speed or third-party service availability. For further troubleshooting, include the error message, when it occurred, and what happened after switching routes instead of sending only a route-status screenshot.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data packages: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. Data packages don't expire and remain available until used. If you use the service often, choose a monthly plan based on your actual usage in the account. If you use it less regularly, consider whether a data package better suits your habits. The main difference is how you use your data over time, not just the displayed price. Check the billing terms on the plans page, then confirm the order details in the panel.

Monthly plan data resets each month on the activation date. If you upgrade mid-cycle, the price difference is converted into the remaining days. The reset date isn't the start of the calendar month for every account, and you shouldn't estimate how many additional days an upgrade will provide. Check your current plan, remaining data, and relevant dates in the panel, then review the order details shown on the upgrade page. Data packages work differently: they remain available until used and never expire. If the details shown after payment don't match your order, keep the order information and contact support through a ticket rather than repeating the transaction.

We accept Alipay / WeChat Pay / USDT. Before paying, check your account, plan, and order total. Follow the payment details shown for the current order in the panel; don't reuse payment details saved from an older order. If you've paid but your plan status hasn't changed, check the corresponding order in your order list, then refresh your account overview to see whether the order is still pending or the page simply hasn't updated. If the issue persists, submit a ticket through the user panel with the order number and a redacted payment receipt. Don't make repeated payments just to try to update the status; the order review determines the outcome.

K9VPN offers a 60-day refund policy. Read the refund policy first, then sign in to the user panel and submit a ticket explaining which order you want reviewed and that you're requesting a refund. Include order details that can be used to verify the purchase. You don't need to keep changing client settings to submit a request. If you're also having connection issues, describe them for troubleshooting, but make your refund request clear. Don't send your password or full subscription link in a ticket. The refund policy defines eligibility and processing rules. Check the original ticket for updates; don't assume a processing time or outcome.