Support Reference
FAQs and troubleshooting paths
Organized by account, connection, routes, and billing. First identify which layer the issue belongs to, then follow the checks in order to avoid changing several settings at once and obscuring the cause.
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Troubleshooting principles
Establish the scope before changing settings
First determine whether the issue affects every website, a specific region, or only one app. Change one variable at a time—such as the route, client rules, or local network—and test again after each change. This helps distinguish the effects of the local network, client configuration, route path, and destination service.
Account
Accounts & subscriptions
Registration details, client access, subscription updates, and device changes.
What information is required to create a CeeVPN account?
No email address is required. Set a username and password to complete registration. Use a password that is unique to CeeVPN and store your username securely; these credentials are needed to access the user panel, get the client, view your subscription, and submit tickets.
Which systems are supported, and where can I get the client?
CeeVPN supports Windows, macOS, iOS, Android, and Linux. Client downloads and subscription access are available in the user panel. After signing in, open the download area to get the client and configuration guidance for your platform. Marketing pages do not provide static installers or public subscription links.
Why does the client still show old routes after updating the subscription link?
The client usually keeps the subscription data it last fetched. First confirm the subscription status in the user panel, then return to the client and update the subscription or refresh its configuration instead of repeatedly importing the same old configuration. If nothing changes, remove the old subscription entry and fetch and import it again from the user panel.
Do I need to buy another plan after changing devices?
No. Changing devices alone does not require another purchase. CeeVPN supports unlimited devices, so you can sign in to the user panel on a supported platform and get the client and subscription again. Before switching, remove the configuration from the old client to avoid multiple entries with the same name complicating troubleshooting.
Connection
Connections & troubleshooting
Handling app-specific access issues, failed subscription imports, sudden disconnects, and connection checks.
The client says it is connected. Why can’t one app access the internet?
A connected status only means the client has established a route; it does not mean every app’s traffic is using it. Check whether per-app rules, direct-connection rules, or a bypass list are enabled, then fully quit and reopen the affected app. If the browser works but one app does not, the cause is more likely an app rule, cache, or system network permission than a route-wide outage.
What should I check when subscription import fails?
Confirm that the subscription came from the current user panel and check whether extra spaces or line breaks were included when copying it. Then verify that the client type matches the import method and try the client’s built-in subscription update feature. Do not combine subscription content from multiple sources. If the error persists, include the client name, operating system, and full error message in a ticket, but never post the subscription link publicly.
What is the recommended troubleshooting order when the connection suddenly drops?
First make sure your local network can open common websites normally, then disconnect and reconnect the current route. If the issue continues, switch to another region or route type, refresh the subscription, and restart the client. If the connection still cannot be restored, temporarily disable other tools that may control system networking so multiple components do not modify routing or DNS at the same time.
How can I confirm that traffic is actually using the route?
Check the assigned location of your exit IP before and after connecting, and compare it with the region detected by the destination website. Also check the DNS resolution path and whether the browser and target app use the same network rules. If the exit information does not change, check the system proxy, per-app mode, and bypass rules first instead of relying only on the client’s connected indicator.
Network
Speed & routes
Evaluate route performance based on the destination, local network, and time of use.
What should I do if the connection slows down during peak hours?
Peak-hour performance can be affected by the local carrier, the international gateway, the destination service, and the selected route. Keep the destination unchanged and compare regions and route types one at a time rather than changing several variables together. If every route slows down, retest on another local network. If only certain regions are affected, prioritize a route with a path closer to the destination.
How should I choose between IEPL, transit, and direct routes?
Base the choice on the destination, local network, and time of use. IEPL routes are generally better suited to situations where link stability matters, transit routes optimize the international path, and direct routes depend more heavily on local network and international gateway performance. Do not judge by the route name alone; compare routes against the same destination and observe connection stability over time.
Why is the same route faster on one device than another?
Device performance, wireless quality, the system networking stack, client settings, and background tasks can all affect results. For a fair comparison, connect both devices to the same network, choose the same route, and access the same destination while pausing cloud sync and large downloads. If the difference appears on only one device, check its power-saving mode, system proxy settings, and other networking tools first.
How can I tell what is causing lower streaming quality or frequent buffering?
First check whether the streaming service also buffers without an active route, then switch to a route matching the content’s region. Avoid large downloads during playback, and fully quit and reopen the streaming app so its region and cache state reload. If web playback works but the client does not, check whether the app has been assigned a direct-connection rule.
Billing
Billing & refunds
Monthly subscriptions, data packages, upgrade rules, refund requests, and payment access.
Which monthly subscription plans are available?
Monthly plans include ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Data resets monthly on the activation date. Choose a capacity based on your everyday browsing, streaming, and download needs rather than one-off speed tests alone.
What data packages are available, and do they expire?
Data packages include ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They remain valid until the data is used and never expire, making them suitable for irregular usage or consumption based on accumulated traffic. Monthly subscriptions and data packages use different billing models, so consider your usage pattern before choosing.
When does monthly data reset, and how is a mid-cycle upgrade calculated?
Monthly data resets each month on the activation date rather than at the start of the calendar month. For a mid-cycle upgrade, the price difference is prorated over the remaining days. Check the current plan and remaining status in the user panel before making changes, and keep monthly reset rules separate from the permanent validity of data packages.
How do I request a refund?
CeeVPN offers a 14-day no-questions-asked refund. To request one, sign in to the user panel, open the ticket area, and provide the relevant order and refund request so the subscription and payment records can be checked. Keep connection errors and completed troubleshooting steps available in case support can resolve a configuration issue directly.
Which payment methods are supported?
Alipay, WeChat Pay, and USDT are supported. For payment, start from the plan or order page in the user panel. Do not transfer funds based on chat messages, search results, or information from unofficial pages. After payment, return to the user panel to check the order and subscription status.
Support Ticket
Still need help? Submit reproducible details
If the issue remains after following the checks above, open the ticket area from the user panel. Include your operating system, client, route region, affected destination service, and the steps taken before the issue appeared. Preserve the original error text where possible, and cover subscription data and account credentials before sharing screenshots.
For connection issues, also say whether only one app is affected, whether switching local networks changes the result, and whether routes in other regions work. For billing issues, open the relevant order for verification rather than describing only the payment result without order context.
Open a ticket