Account, Connection & Subscription FAQs

No email address is required. Create an account with a username and password. Keep both safe, and choose a unique password for VPNFlat rather than reusing one from another site. After signing in, you can view your account overview, plans, and orders in the user panel, then get the client and subscription you need. Since the account isn’t linked to an email address, don’t assume you can recover access by email if you can’t sign in. First check your username spelling, keyboard input, and whether the password saved in your browser belongs to this account. If the problem continues, keep a record of the error and use a support option available in the panel. Never share your password with anyone.

Sign in to the user panel and look for the subscription and import options in your account overview. Choose an import method that matches your client. If you’ve already imported a subscription, open the client’s subscription or configuration manager, select the VPNFlat configuration, and update the subscription. Switching servers alone won’t refresh the server list. After updating, check that the configuration is still selected and the server list appears normally. If the update fails, first make sure your network can reach the user panel, then check your account status and subscription source. Don’t delete the existing configuration or paste your subscription link into a public forum, screenshot, or support ticket.

VPNFlat supports Windows / macOS / iOS / Android / Linux, with no limit on the number of devices connected at the same time. You don’t need to buy again just because you’re switching devices. Sign in to your existing account on the new device, get the compatible client and subscription from the user panel, and import the configuration. You can download the client after signing in on all platforms except iOS. For iOS, the panel determines whether the download option is available for your account; follow what it displays. Installing the client and getting an active subscription are separate steps, so check your plan and data status after downloading. If you’re giving away an old device, remove any saved account details and subscription configurations first.

First, make sure you imported the subscription provided in the user panel—not the panel’s sign-in page or an ordinary link from your browser. Go back to the configuration manager and check that the newly imported configuration is selected, and whether the update result shows a format or network error. Then check your plan status, remaining data, and subscription options in the panel. If you edited the configuration manually, keep the original for comparison and reimport it using the method shown in the panel rather than continuing to edit a configuration that may already be broken. When submitting a support ticket, include the client name, operating system, and error message. Hide access credentials in the subscription link.

Disconnect the client first and check that your current network can access familiar websites. If the local network itself is having trouble, fix that first. Then sign in to the user panel to check your plan and data status, return to the client, update your subscription, and test a different server. When your system first asks for VPN or network extension permissions, allow them as instructed by the client. Also check whether another proxy tool is running, since multiple tools can change your system’s network settings at the same time. Don’t keep changing every option at once. Adjust only relevant settings, one at a time, and note the results so you can tell whether the issue is with your network, configuration, or a particular server.

A connected status only means the client has established a connection; it doesn’t confirm that the route to a website is working. Try several websites to see whether none will load or just one service is affected. Check whether the client’s system proxy or required traffic-routing mode is enabled. If you set a proxy manually in your browser, make sure it doesn’t still point to an old configuration. Then try another server and see whether the error changes. If you get a DNS error, note the exact message rather than copying DNS settings from an unfamiliar source. If only one service is affected, check whether the cause is an account restriction, a service outage, or a network issue.

Apps handle the system proxy differently, so a working browser connection doesn’t mean every app uses the same network route. First check the client’s rule-matching log to see whether the app or domain is assigned a direct-connection rule. If the rules don’t cover it, adjust the relevant rule as described in the client’s documentation. Some apps require system-level traffic routing from the client. Before enabling it, confirm that your platform supports this mode and grant the required permissions. After switching modes, reopen the app so it doesn’t keep using an existing connection. If the issue persists, provide the app name, operating system, client mode, and error message. Don’t share your app account credentials.

Check whether the disconnection happens only after the screen locks, the app goes into the background, or the network changes. If returning to the client restores the connection, check the system’s battery-saving settings, background activity permissions, and whether VPN access was revoked. On Android, check the client’s battery restrictions in system settings; on iOS, check the VPN configuration status. If the old connection doesn’t recover after switching networks, disconnect and reconnect in the client, and make sure the new network works. Don’t assume that background restrictions are a server-speed issue. When submitting a ticket, describe what you were doing before the drop, how you switched networks, and what happened when you reopened the client. This helps distinguish system behavior from a route issue.

Start by identifying where the service you want to use is based, then choose a route that fits your needs. For services in mainland China, check the routes labeled for access to mainland China and read their descriptions. For services elsewhere, choose an international route in a region supported by the service. VPNFlat covers 90+ countries / 180+ routes, but coverage doesn’t mean every service accepts connections from every exit location. Geographic distance alone doesn’t determine performance: your local network, cross-border connection, and the destination service all play a part. Compare routes using the same device and app, and keep the one that works for your task rather than choosing by region name or client list order alone.

Compare different routes using the same device, video, and resolution to see whether the issue is tied to a particular path. Pause data-heavy tasks on other devices and check whether your local Wi-Fi is congested. If local browsing is also noticeably slower with the client disconnected, troubleshoot your local network first. If only a specific route has problems during peak hours, try another region or route type and note when it happens. Your plan’s data allowance and network congestion at a particular time are separate issues, so upgrading your data allowance isn’t a guaranteed way to improve speed. If the problem continues, share your comparison results; they’re more useful for troubleshooting than simply reporting that things are slow.

Route types describe how a connection is routed; they don’t guarantee the results of every connection. A direct route usually uses a more direct exit path. A relay route connects through an intermediate node. An IEPL route uses a dedicated line for cross-border traffic. Check the panel and client for the routes currently available. Choose based on your network, destination region, and intended use, and compare real-world page loads, video playback, or task completion. If a route performs poorly, first compare other route types in the same region, then consider another region. Don’t judge every use case by the route name alone or assume another user’s test results will match your network.

Not necessarily. A service may check your exit region, account details, payment region, app cache, and its own service rules. First confirm that the feature is available in your selected region, then check that the client routes the relevant app and domain through the same server. After switching servers, reopen the app and, if needed, follow the service’s official instructions to clear its cache or refresh your session. If the website loads but a particular feature remains unavailable, note the exact message and distinguish a network problem from an account eligibility issue. VPNFlat’s route coverage doesn’t guarantee permanent access to every piece of content or feature. When comparing routes, keep your device and account conditions consistent.

Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data resets monthly on the date you activated your plan. If you upgrade mid-cycle, the price difference is calculated based on the remaining days. Check your plan’s data allowance and status in the user panel; don’t assume data resets on the first day of each calendar month. When choosing a plan, consider how you use it: browsing and text-based tasks, video streaming, and transferring data across multiple devices can have different data needs. If you’re considering a mid-cycle upgrade, check the upgrade details and confirmation in the panel. Don’t treat the price difference as extra data or the remaining days as a new, full subscription period.

Data packs: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. Use the data whenever you need it; it never expires. Monthly plans reset their data each month on the activation date. The main difference is how the data is used, not the number of devices: VPNFlat has no limit on simultaneous devices. If you use the service occasionally, compare whether a data pack or monthly plan better fits your habits. If you use it regularly, pay attention to your actual monthly consumption. For questions about switching plans, handling existing data, or how an order affects your current plan, check the panel or ask through a support ticket. Don’t assume data from different plans can be combined or transferred between them.

Alipay / WeChat Pay / USDT are supported. Start the payment through the order flow in the user panel and follow the information shown on the current payment page. After paying, return to the panel to check your order and plan status. If they haven’t updated yet, make sure you’re signed in to the account used to place the order and that the payment record matches the current order. Don’t pay again just to refresh the status, and never share your payment password with strangers. If you need help, submit a ticket with the order ID, payment method, and any necessary proof of payment. Hide personal information unrelated to the issue. For USDT payments, carefully verify the network, amount, and receiving details shown for the current order; don’t reuse details from an older order.

VPNFlat offers a 60-day money-back guarantee. Check the refund policy and terms of service for details on eligibility. To request a refund, sign in to the account used to place the order, open the support ticket option in the user panel, and state that you’d like a refund. Include the relevant order ID so the payment and plan can be checked. You don’t need to troubleshoot connection issues before requesting a refund. If you also need help with a technical issue, include the operating system, client name, and error message separately. Before submitting, check screenshots for subscription links, passwords, and unrelated payment details, and hide them. Follow the ticket response for updates and any additional information needed. Don’t assume a processing time, fee, or refund method that hasn’t been confirmed.