Help Center & FAQ

Visit the NZVPN website, click "Log in" in the top-right corner to open the user panel, and select the "Sign up" page. You only need to set a username and password to complete registration — no email address is required. Once registered, you can purchase a plan and get your subscription link from the panel.

No. NZVPN uses a username + password registration method, with no email address required. Be sure to remember your username and password, as they are the only credentials for logging into the user panel. If you forget your password, there is currently no way to recover it via email, so please store your login details carefully.

A subscription link is the address clients use to import server configurations. After logging into the user panel, go to the "Download" page to find your personal subscription link. Copy the link into a client that supports subscription protocols, and the client will automatically sync the route information.

The server information in the subscription link updates automatically as routes are adjusted. We recommend enabling automatic subscription updates in your client, or manually updating once a week, to ensure you always have the latest route information.

NZVPN supports an unlimited number of simultaneous devices. Clients on Windows, macOS, iOS, Android, and Linux can all log in with the same account, so there is no need to purchase a separate plan for each device.

First check that your local network is working, then try switching to a different route. If you still can't connect, try updating the subscription link, restarting the client, or changing your network environment. If the problem persists, submit a ticket with the error details and we'll help you troubleshoot.

Some apps may not follow the system proxy settings. Check whether the client has global mode or TUN mode enabled, and add the relevant apps to the proxy rules. Rule configuration varies slightly between clients, so refer to the tutorial pages for details.

No. NZVPN plans are tied to your account and do not limit the number of devices. After installing the client on a new device, simply log in with the same account and import the subscription link — no need to purchase again.

Copy the subscription link from the "Download" page in the user panel, open your client, find the "Subscription" or "Add configuration" option, paste the link, and confirm. The client will automatically fetch the route list. Exact steps vary by client; the tutorial pages have detailed instructions for each platform.

NZVPN uses an anonymous no-logs policy and encrypts data through a secure tunnel. On public Wi-Fi, we recommend connecting to a route with lower latency and avoiding logging into sensitive accounts. The service does not record browsing content, but we still encourage users to maintain basic cybersecurity habits.

Network congestion during peak hours is normal. We suggest switching to a route with lower load, or choosing an IEPL dedicated line for more stable latency. You can also use the service during off-peak hours, or contact support for advice on currently available routes.

Clients usually display latency values for each route. Prioritize routes with lower latency and closer to your geographic location. Some clients support automatic server selection, which will automatically switch to the route with better latency when enabled.

First confirm whether the current route supports the streaming platform you're using. Then try switching to another route or closing other bandwidth-heavy apps. If lag persists, lower the playback quality or choose a route optimized for streaming.

IEPL dedicated lines use enterprise-grade private links, offering low latency and high stability — ideal for latency-sensitive scenarios. Relay routes forward traffic through intermediate servers, suitable for cross-border access. Direct routes connect straight to the target region, best for close-range or low-load situations. The right choice depends on your specific needs.

You can apply for a full no-questions-asked refund within 30 days of your first payment. Submit a ticket in the user panel and note your refund request; customer service will verify the order and process it. The refund will be returned via the original payment method, with the exact arrival time depending on the payment channel.

Data packages last until fully used and never expire. Data packages are calculated separately from monthly subscription traffic. Monthly subscription traffic resets each month on the activation date, while data packages remain valid indefinitely until consumed.

We currently support Alipay, WeChat Pay, and USDT. The plan takes effect immediately after payment, and you can check your order status and remaining traffic in the user panel.

When upgrading, the price difference you've already paid is converted into remaining days. For example, upgrading from a lower tier to a higher tier, the system calculates the additional amount you need to pay based on the remaining subscription days, and the upgrade takes effect immediately. The exact amount is shown in the panel.

Yes. Monthly subscription traffic resets each month on the activation date. For example, if you activate on January 5, your traffic resets on the 5th of every month. Unused traffic does not carry over after reset, so we recommend choosing a tier that fits your usage habits or pairing it with a data package.