Account & subscriptions
Your account is for managing plans and orders; your subscription lets the client retrieve configurations. These are separate credentials, and both should be kept secure.
Do I need an email address to create an account?
No email address is required. Create an account with a username and password, and store them in a trusted password manager. Don’t reuse passwords from other sites. Before signing in, check that the domain is oemvpn.com, and never access your account through links in unexpected messages. Your account credentials and client subscription link serve different purposes: the former lets you sign in, while the latter retrieves route configurations. Keep both secure. If you can’t sign in, check your keyboard settings, spaces, and saved login details, then visit the contact page for available support options.
Where can I find my subscription link, and how do I update the route list?
Sign in to the user panel and find your subscription details in the account overview. Copy or import them using a method supported by your client. If you’ve already imported a subscription, open the subscription or configuration page in the client and select Update, then check the route list. Button names vary by client. If the update fails, make sure your current network can reach the panel, your account is in good standing, and you imported the full subscription URL rather than a webpage URL. If you reset your subscription in the panel, copy the new URL and replace the old configuration. Updating the old URL won’t work after its credentials have changed.
Do I need to buy again if I change devices or use several at once?
There’s no limit on the number of devices that can be online at once, and changing devices alone doesn’t mean you need to buy again. Sign in to the same account on your new device, download the client for that platform, and import your subscription. When you stop using an old device, remove any saved configurations and sign-in details from it. Using several devices doesn’t give each one a separate data allowance, so check your account’s usage in the panel. Moving your own subscription to a new device is different from sharing it publicly. Don’t post access credentials in group chats, public documents, or screenshots.
How do I get the client for each platform, and how should I protect my subscription link?
Clients are available for Windows, macOS, iOS, Android, and Linux. Get them through the user panel: sign in to download the Windows, macOS, Android, or Linux client. The iOS download option requires an active plan. Sign in to retrieve your subscription as well. Choose a client that matches your device’s operating system, and avoid installers from unknown sources. Your subscription link contains access credentials, so hide the full URL, QR code, and sensitive account details when reporting an issue. If you think the link has been exposed, check whether the panel offers a reset option. After changing the credentials, replace the old subscription on all your devices.
Connections & troubleshooting
Check your regular network, subscription status, client traffic handling, and target app in that order. Keep your existing settings and review the result after each change.
The client says it’s connected, but webpages won’t load. What should I check first?
A connected status usually means the client has enabled the connection; it doesn’t confirm that the website you want has responded successfully. First pause the proxy and check that your device can access ordinary webpages on its regular network. Then reconnect, make sure a route is selected, and check for subscription update errors. Try another website to tell whether the issue affects one site or the connection in general. If nothing loads, switch routes and check whether system proxy or tunnel mode is actually active. Avoid changing several settings at once, so you can identify what helps. After each change, test the same site again and note any error messages.
Why does my browser work, but a particular app doesn’t use the proxy?
Apps handle network connections differently, and some may ignore the system proxy settings. Check whether the client is in rule-based or global mode, then see if rules are routing the app’s domain or process directly. If the client supports tunnel mode, check its instructions for the required permissions and which traffic it covers. The app may also have its own proxy settings. After making changes, fully quit and reopen the app so it doesn’t keep using an existing connection. If only that app fails, note its name, your operating system, the current mode, and any error message. A working browser doesn’t mean the whole device is using the proxy.
What should I do if importing a subscription fails, the route list is empty, or updates don’t work?
Go back to the panel and confirm the subscription URL is still valid. Copy it in full, without extra spaces or missing characters, and make sure you haven’t copied a sign-in page URL by mistake. Check that the import format is compatible with your client. An incompatible format may cause a parsing error—or import successfully but leave you with no usable routes. Check your network connection and the client’s update message, then try again. Don’t repeatedly delete all your configurations, or you may lose your custom rules. If you contact support, provide the error message, client name, and operating system. Never post your full subscription link or QR code publicly.
What information should I gather before contacting support about an unstable connection?
First check whether the issue occurs only on a particular network, in one app, or on one route. Compare your current network with another available network, and your current route with routes in other regions. Keep the website and client mode the same where possible. When contacting support, include your operating system, client, route region, time of the issue, exact error, and steps you’ve already tried. You can include a screenshot of the error, but hide your subscription URL, QR code, and account credentials. If the client can export logs, check them for sensitive information before submitting relevant excerpts through a panel ticket. Don’t upload full logs publicly.
The service’s privacy policy states that it does not keep logs. Diagnostic records generated locally by your client are separate from the service’s server-side policy. Check them for personal credentials and redact sensitive details before sharing.
Speed & routes
Choose a route based on how the target app actually responds. Geographic distance, protocol names, and a single latency reading aren’t enough to judge the overall experience.
During peak-time slowdowns, how can I tell whether to switch routes or check my local network?
Check whether ordinary webpages and the app you’re using have both slowed down. See if anything is downloading, syncing, or streaming on your local network. If your regular connection is also slow with the proxy paused, check local network usage and Wi-Fi signal first. If your regular connection is fine but international access is slow, keep the destination the same and try routes in different regions to see whether performance changes. Don’t rely on the latency number in the client alone: video buffering, failed requests, and sustained transfer performance are better indicators of real-world results. If the issue keeps recurring, note the time and route to help support assess possible congestion along the path.
Which regions are available, and should I choose the closest route?
Coverage includes 110+ countries and 210+ routes. Check the user panel’s route list for the regions and route names currently available. A nearby route can be a useful starting point, but geographic distance alone doesn’t determine performance. The path from your local carrier to the entry point, any relay hops, the destination service’s location, and current congestion can all affect results. For everyday browsing, start with a region that works with your target app, then compare loading times and connection stability. If you need content for a specific region, verify the region shown by the platform and test access. The country count doesn’t mean every region has the same route types or performance.
What’s the difference between relayed, direct, and dedicated routes, and how should I choose?
A direct route usually connects the client straight to an overseas entry point. A relayed route passes through an additional forwarding step, while a dedicated route describes how the network resources are arranged along the path. These are general terms for understanding routes; they don’t mean every plan or region offers each type. Check the labels in the panel for the actual configuration. An extra relay isn’t necessarily slower—a better path may reduce the impact of congestion. And a route labeled dedicated doesn’t guarantee that a particular app will be faster. First check that you can connect, then compare performance over time. Protocols and route topology are separate layers, so a protocol name alone can’t tell you how well the whole path performs.
Will AI tools and streaming services always work as long as I can connect?
A successful connection doesn’t guarantee that the destination service will accept your access. AI tools and streaming services may also check your exit region, account status, content licensing, and their own rules, all of which can change. First make sure ordinary international websites load, then check the specific error from the service. Handle region restrictions and sign-in problems separately. After switching routes, reopen the app or start a new browsing session so an existing connection doesn’t affect the result. Switching routes won’t resolve account eligibility or payment requirements, and one successful visit doesn’t guarantee ongoing access to all content. The service’s current checks determine what’s available.
Browse route locations → · Read the protocol and routing guide →
Billing & refunds
Check the billing method and order before handling an upgrade, payment, or refund. Your password and subscription URL aren’t needed to verify an order.
How much do monthly plans and data packages cost, and which should I choose?
Monthly plans: ¥9.9/month for 60GB · ¥18/month for 250GB · ¥28/month for 500GB. Data packages: ¥158 for 300GB · ¥358 for 1000GB · ¥658 for 3000GB. Data packages last until used and never expire. If you use the service regularly and prefer a monthly data allowance, compare the monthly plans. If your usage is less predictable, consider a data package. Check your usage in the panel and choose based on your habits rather than the app name alone. Video quality, file downloads, and simultaneous use on multiple devices all affect data consumption. Check the plans page and panel for complete details before ordering.
When does monthly plan data reset, and what happens if I upgrade partway through?
Monthly plan data resets each month on your activation date. If you upgrade partway through, the price difference is prorated for the remaining days. Check your account activation details and the reset schedule shown in the panel; resets aren’t aligned to calendar months. Before upgrading, review the target plan and order details in the panel, then confirm whether you want to proceed. Don’t estimate the amount due based on calendar days. Data packages last until used and never expire, unlike monthly plans with a reset schedule. If an order doesn’t match your expectations, keep the order details and submit a ticket rather than placing another order to correct it.
Which payment methods are accepted, and what should I do if my panel doesn’t update after payment?
We accept Alipay, WeChat Pay, and USDT. Create an order in the user panel and follow the payment instructions on the order page. Don’t send payment to details provided in an unsolicited message. After paying, return to the order page to check its status and review your plan in the account overview. If the payment page shows success but the order hasn’t updated, refresh the order status before trying again to avoid duplicate payments. If you still need help, open a panel ticket with the order ID, payment method, and a screenshot of the result. Hide any transaction account details that aren’t needed. We’ll check the order record; you don’t need to provide your password or full subscription link.
How do I request a refund, and what information should I provide?
OEMVPN offers a 7-day no-questions-asked refund. To request one, sign in to the user panel, open a support ticket, and provide the order ID you want reviewed. See the refund policy for full terms. You can mention any connection issues, but you don’t need to prove a fault for a no-questions-asked refund. Don’t send your password or full subscription URL. Check for a response in the same ticket and provide any necessary order details there, so the conversation stays in one place. The ticket response will confirm the refund status, outcome, and any payment-related arrangements. This page doesn’t promise a processing time.