Frequently Asked Questions

No email address is required. Create an account with a username and password, and keep your login details safe. Use the same account to view orders, get your subscription and submit support tickets. In the user dashboard, open the app download section and choose your platform. VPNGrand supports Windows, macOS, iOS, Android and Linux. Sign in to download the Windows, macOS, Android or Linux app. Access to the iOS download follows the active-plan requirements shown in the dashboard. Downloading the app and getting a subscription are separate steps; sign in to the dashboard to get your subscription.

Sign in to the user dashboard and check your plan status and remaining data. Then open the subscription profile already imported into your app and use its update or refresh option. Menu names vary by platform, so follow the current app interface. After updating, check that the route list appears as expected, then select a route and reconnect. If the dashboard now shows a different subscription link, import the current link from the dashboard. Once the new profile works, remove the old one. Avoid importing the same link repeatedly and creating duplicate profiles, and never post your subscription link publicly.

VPNGrand allows unlimited devices to be connected at the same time, so you do not need to change plans just because you switch devices. Sign in to the new device with your existing account, then download the app and get the subscription for that platform. If your family shares the account, keep data usage in mind: unlimited devices does not mean unlimited data. Streaming, downloads and background updates all use your plan’s data. The account holder should keep login details secure and check data usage in the dashboard regularly. Sign out of devices you no longer use or remove their subscription profiles so they are not left on the device.

Treat your subscription link like account credentials. Don’t share it in group chats, public documents or screenshots. If it has been exposed, remove it from public locations first, then sign in to the dashboard and check whether a subscription reset option is available. If you can’t find one, submit a support ticket to ask what to do next. After the link changes, update the subscription on devices you still use and remove the old profile. Changing your account password alone does not necessarily invalidate an old subscription link. Check the dashboard and follow the guidance in your support ticket.

Disconnect the app and check whether your local network can reach websites that normally work. If the local connection is having problems, resolve those first. Then sign in to the dashboard to check that your plan is active and has data remaining. Update your subscription and select a route again. A connected status only confirms that a connection was established; it doesn’t mean every app is using it correctly. Check that system proxy settings or network extension permissions are enabled, and make sure no other network tool is also routing your traffic. Change one setting at a time so you can identify the cause.

Apps handle network traffic differently, so a working browser doesn’t mean other apps are using the same route. Check whether the client is using rule-based routing or another connection mode, then see whether a rule excludes the app. If the client offers per-app routing, check that app’s settings too. Some apps retain their network state from startup; after changing settings, fully quit and reopen the app. If the problem persists, submit a support ticket with the app name, operating system, route and error message. Don’t assume the plan has expired or disable system security features without a clear reason.

First, make sure you can sign in to the user dashboard and that you’re using the subscription link currently provided there. When copying the link, check for extra spaces, line breaks or other text. Then make sure your local network can reach the dashboard. If your old profile still connects, keep it for now rather than deleting everything before you know the cause. If a newly retrieved link still won’t update, note the client message, operating system and approximate time the issue occurred, then contact support. Before sharing a screenshot, hide the full subscription link, account credentials and any other personal information.

The app may need permission to use the system proxy or a network extension. First confirm that the download came from the user dashboard, then grant the permissions required by your platform. If the connection repeatedly drops, traffic takes an unexpected route or another network tool is running, temporarily quit the other tool and reconnect to compare. Don’t delete system certificates, change low-level network settings or disable security protections unless you understand why. If the app still doesn’t work after permissions are granted, keep the full error message and submit a support ticket. If you need to reinstall, download the app from the dashboard rather than using an installer from an unknown source.

Check the connection path before changing plans. See whether your local network is also downloading files, syncing data or streaming other videos. Pause unnecessary background activity, then compare different routes using the same content. Try an exit location closer to you, or compare different route types available in the dashboard. Differences in monthly plan data allowances are not speed guarantees, and upgrading data does not necessarily fix buffering. If the issue only occurs at certain times, note when it happens, the service you’re using, the selected route and your local network conditions so support can investigate.

These terms describe different ways a route is set up; none is always faster in every situation. Start by choosing an available exit location that suits your destination, then test it with websites, video or work tools you use regularly. If you run into problems, trying another route type can help you tell whether a particular path is involved. Don’t judge performance by the route name alone, or assume that every listed route will suit your needs. For more on route types and how to choose, see our route selection guide. The dashboard and client show which options are currently available.

VPNGrand covers 90+ countries with 180+ routes. Distance can be a useful starting point, but results also depend on where the service is based, the path between your local network and the exit, and any account-region requirements. Services based in your home country and international services may need different exit locations, so one route may not suit every use. Decide which service you want to access, then compare available routes. The route list shows regions and route types; check the client or dashboard for current options. Coverage figures are not a guarantee that every route will work with every website.

Not necessarily. A service may also check your account region, payment details, app cache or its own policies; the network exit is just one factor. Confirm that the client is connected, then check whether the selected region is supported by the service. After switching routes, fully quit and reopen the app to see if the message changes. Routes in the same region may not behave identically, so don’t assume they will all produce the same result or keep changing account details to test. When contacting support, include the service name and the exact message, but never share that service’s password. Network troubleshooting can’t replace the service’s own account review.

Monthly plans are ¥9.9/month for 60GB, ¥18/month for 250GB and ¥28/month for 500GB. Data resets monthly on the day your plan starts. If you upgrade mid-cycle, the price difference is prorated for the remaining days. Before choosing a plan, consider your usual video, file transfer and work-related usage, then check your remaining data in the dashboard. You don’t need to switch plans just because you’re using more devices. Before upgrading, check your current order, plan status and the details shown in the dashboard. See the pricing page for a full comparison, and check your account dashboard for the reset date and updated plan status.

Data packs cost ¥158 for 300GB, ¥358 for 1000GB and ¥658 for 3000GB. They remain valid until used and never expire. Monthly plans reset data each month on the plan start date, while data packs may suit users who prefer to use data as needed. Compare the options based on how often you use the service and how much data you typically need, not just the upfront price. “Never expire” describes the data pack’s validity; it does not mean unlimited data. If you already have another plan, check the dashboard for how adding or switching to a data pack will be handled. If you’re unsure what happens to your remaining balance, contact support before making changes.

VPNGrand accepts Alipay, WeChat Pay and USDT. Open the payment page from your order in the user dashboard, and check that the plan and amount match. After paying, return to the dashboard to check your order status; don’t rely on the redirect page alone to confirm activation. If the payment record and order status don’t match, keep your order details and proof of payment, then contact support rather than paying again. For USDT payments, carefully check the details shown on the current payment page. Don’t use an address from an old screenshot. Hide any personal information that isn’t needed to verify the order when sharing proof of payment.

VPNGrand offers a 30-day no-questions-asked refund policy. To request a refund, sign in to the user dashboard, open a support ticket and include the order details needed to identify your purchase. Read the Terms of Service for full eligibility details. Don’t post payment records in public comments or include your password or full subscription link in a ticket. If your account has multiple orders, specify which one you want refunded to avoid back-and-forth. Follow-up steps will be provided in the ticket; this page makes no separate promise about processing time. You can also submit connection details for troubleshooting, but you don’t need to complete extensive technical tests before requesting a refund.