Question 1

Your first connection, step by step

Accepted Answer

Getting connected takes four steps.

Steps
1. Open the app and follow the prompts to the main screen. If it asks you to sign in, use email or Apple (or Google, when the sign-in page shows a Google button); an account is created for you the first time.
2. Make sure you have data. New users usually get one free trial; the free-trial question in this section explains how to get it and what it includes. For long-term use, buy a product on the purchase page.
3. Tap Connect. The first time, the system asks to add a "VPN configuration". Choose Allow (on iPhone you confirm with your passcode or Face ID).
4. Wait for "Connected". When the VPN icon appears in the status bar, your traffic is going through the encrypted tunnel.

Tips
By default the app picks the route automatically, so you normally don't need to pick a node.

Question 2

How do I get the free trial, and how long does it last?

Accepted Answer

There's nothing to do: the first time you sign in, your account gets a free trial automatically, and you can connect straight away.

What you get (as shown in the app)
The app shows the trial's time and data, including how much time is left;
1 device online at a time;
a different set of nodes from paid products.

Only once
Each account, and each device, gets it only once: signing in with a different account on the same device doesn't start another trial;
if the account still has unexpired paid time when you sign in, no trial is added.

When the trial ends
Buy any product on the purchase page to keep going. Its validity starts from the day you buy.
Unused trial data doesn't carry over to a paid product.

Question 3

What should I do if I cannot connect?

Accepted Answer

If the app showed a specific message, look it up in the "Error messages" category first. Otherwise work through this list in order:

Checklist
1. Plan and data: on the purchase page, check that your plan hasn't expired and you still have data.
2. The network itself: disconnect the VPN and open any website in a browser to confirm the network works. Hotel and airport Wi-Fi often needs a web login first.
3. Try another node: under Routes, let the app pick the route automatically, or choose a node with lower latency.
4. Reconnect: switch the connection off, wait two or three seconds, and switch it on again.
5. Change networks: try cellular instead of Wi-Fi, or the other way round.
6. Close conflicting apps: other VPNs, proxies, accelerators and ad blockers compete for the VPN slot. Turn them off or uninstall them.
7. Update and restart: make sure you're on the latest version, then restart the app, and the device if needed.

Still stuck?
Contact support with when it happened, your network type (Wi-Fi or cellular) and the node you used, attach a screenshot of any error, and turn on the option to attach diagnostics.

Question 4

It says Connected, but websites won't load

Accepted Answer

First work out whether some sites fail or every site fails.

Only some sites fail
Some websites restrict data-center IPs or certain regions. Pick a node in a different region under Routes and try again.
The browser may still be using an old cached connection. Close that site's tab and open it again.

Every site fails
1. Disconnect and reconnect, or switch to another node.
2. Turn off proxy extensions in your browser, and any other VPN or proxy apps.
3. Check the device's date and time. A large clock error breaks every encrypted website.
4. If your data just ran out or your plan just expired, the node stops forwarding traffic and the app will disconnect and tell you shortly. Check the purchase page.

On a computer
On Windows / Linux in "System proxy" mode, only programs that honour the system proxy (mostly browsers) go through the VPN. Switch to TUN mode for command-line tools, games and the like.

Question 5

What products are there, and how do duration and data work?

Accepted Answer

There is one service tier. Products differ only in length, data and price. Nodes and features are identical.

Products
1 month (30 days), 3 months (90 days), 6 months (180 days), 12 months (365 days).
All are one-time purchases, not subscriptions. They never auto-renew and nothing is charged when they end.
Prices are as shown on each card. A card shows a discount only when it really costs less than buying month by month.

Data
Each product comes with one allowance for its whole duration, granted at purchase and not reset monthly. For example, a 12-month product's data can be spread across the year however you like.
The exact data and price for each product are shown on its card on the purchase page. The number of devices online at once comes from your plan; your current limit is what the app shows.

Which to choose
For occasional use, pick 1 month. For long-term use, pick a longer product so you renew less often. Nothing is wasted if you guess wrong: buying again while your plan is active stacks (see "What happens if I buy again").

Question 6

What happens if I buy again before my plan expires?

Accepted Answer

Buying while active: it stacks
As long as your paid plan hasn't expired, any product you buy is added on top:
1. Expiry moves out: the new product's days are added to your current expiry date, not counted from today.
2. Data is added: your remaining data is kept and the new allowance is added. Any small overage you ran up is paid off from the new data first.
3. The latest purchase defines the plan: rules such as how many devices can be online follow the product you bought last.

Expired, or on a trial: a fresh start
The new expiry is counted from the day you buy.
Data is granted afresh. Leftover data from an expired plan or a trial does not carry over.

Tip
To continue without a gap, buy before your plan expires so no days or data go to waste.

Question 7

I paid, but my plan hasn't been credited

Accepted Answer

Please don't pay again. Almost every payment is credited automatically within a few minutes, and each payment is only ever credited once.

Check it yourself first
1. Go back to the payment screen and tap I have paid. The app checks the order directly with the payment provider.
2. If it says the payment hasn't arrived, wait a moment and tap again. The system also reconciles orders automatically every few minutes.
3. You can check an order's status at any time on the orders page: Pending payment, Paid, Cancelled and so on.

Still missing?
Contact support with:
the order number (shown on the payment screen and the orders page);
a screenshot of the successful payment.

Question 8

The App Store charged me, but my plan hasn't been credited

Accepted Answer

Please don't buy again. Almost every purchase is credited automatically within a few minutes, and each transaction is only ever credited once.

Check it yourself first
1. Once the App Store has charged you, reopen the app. Unfinished transactions are resubmitted automatically.
2. If it still hasn't arrived, tap Restore Purchases on the purchase page and choose "Restore with App Store".
3. You can check the purchase on the orders page at any time.

Still missing?
Contact support with a screenshot of Apple's receipt email.

Question 9

How many devices can I use?

Accepted Answer

How many devices you can use comes down to online at once: the number of devices connected to the VPN right now.

Online at once
Just having the app open without tapping Connect doesn't use a slot, and disconnecting frees the slot immediately.
Devices that are signed in but not connected don't use a slot either.
The limit comes from your plan; your current limit is what the app shows. A trial allows 1.

Going over the limit
The device that connected earliest is signed out and told why. Its account and plan are unaffected: tapping Connect again takes the slot back (and signs out whichever other device connected earliest).

Question 10

What does "signed out by another device" mean?

Accepted Answer

What happened
More devices were connected to your account than your plan allows. So that the device that just tapped Connect can be served, the system disconnects the device that tapped Connect earliest. That device:
1. drops its VPN connection immediately;
2. is told another device connected and it was signed out (at most one reminder per device per day).

What to do
To keep using this device: just tap Connect to take the slot back. The other device that connected earliest is then signed out.
To stop devices bumping each other: disconnect devices you aren't using, and sign out on devices you no longer use.
An unfamiliar sign-in: if Sessions lists a sign-in you don't recognise, sign it out right away.

Good to know
Being signed out by another device is not a ban. Your account, plan and data are unaffected.

Question 11

How do I create an account, and what if the code doesn't arrive?

Accepted Answer

Sign up with email
Enter your email on the sign-in page. The app recognises it's new, then:
1. sends a 6-digit code (valid for 10 minutes);
2. asks you to enter the code and follow the prompts on the page;
3. signs you in when you're done.

Other ways
Sign in with Apple: tap the Apple button on the sign-in page; the first time, it creates an account in one tap. When the sign-in page shows a Google button, Google works the same way.

The code doesn't arrive
1. Check your spam / promotions folder first.
2. Make sure the address is spelled correctly.
3. After each send you must wait 60 seconds before resending. A code entered wrongly 5 times stops working, so request a new one.
4. Company mail servers sometimes block outside mail. Try a personal address.

When you can't sign up
An email that belonged to a deleted account can't be registered again.

Question 12

How do I change my sign-in email?

Accepted Answer

Steps
1. Open Change email (or tap your account card on the Me page and go from your profile).
2. Enter the new email and the code sent to it.
3. Follow the prompts to prove it's your account, for example with a code sent to your current email.
4. Submit, and the new email takes effect immediately.

Afterwards
Sign in with the new email from now on. Your plan and devices don't change.
All other devices are signed out; this one stays signed in.
The old email receives a change notice. If it wasn't you, contact support right away.

When it can't be changed
If the new email already belongs to another account, you'll be told it's in use. The two accounts are not merged.

Question 13

Do you log which websites I visit?

Accepted Answer

No. We don't log the websites you visit, the content of your traffic or your DNS queries, and we don't keep records of "who accessed which address at what time".

What we do keep
To bill accurately, prevent abuse and troubleshoot, the service needs:
Account details: email, linked sign-in methods, preferred language;
Device details: device name, model, OS version, app version and the IP of the latest connection;
Sign-in records: time, IP and client type, so unusual sign-ins can be spotted;
Usage totals: bytes uploaded and downloaded per device per time period. Amounts only, never content;
Orders and support requests: what you bought, and the text and images you send to support.

What we don't do
We don't sell your personal information;
We don't put third-party advertising trackers in the app.

See the Privacy Policy for the full scope, purposes and retention periods.

Question 14

What is WebRTC leak protection, and should I turn it on?

Accepted Answer

What a WebRTC leak is
Video calls and web meetings in your browser use WebRTC. A web page can use it to probe a STUN server and see your real public IP, even while you're connected to the VPN.

What the protection does
When it's on, the app blocks UDP traffic to STUN server ports, so pages can no longer learn your real IP that way.

How to turn it on
Open Advanced settings and switch on WebRTC leak protection. It's off by default, and the connection reloads automatically when you change it.

Possible side effects
Peer-to-peer audio and video calls in the browser may fall back to relay servers, and a few may fail to connect. Turn it off temporarily if that happens.
In "System proxy" mode on a computer, the browser's WebRTC traffic doesn't pass through this app, so the setting has no effect. Switch to TUN mode.

Our advice
If you care about web pages seeing your real IP, turn it on. If you mostly use web meetings, you can leave it off.

Question 15

"This device was signed out because another device connected" (DEVICE_KICKED)

Accepted Answer

What it means
More devices were connected than your plan's online-at-once limit allows, so the system disconnected the device that tapped Connect earliest, which is this one. Your account and plan are fine; this isn't a ban.

What to do
1. To keep using this device: just tap Connect to take the slot back (the other earliest-connected device is then signed out).
2. To stop devices bumping each other: disconnect devices you're not using, and sign out on devices you no longer use.
3. If you see a sign-in you don't recognise: sign it out right away under Sessions.

The limit on devices online comes from your plan; your current limit is what the app shows.

Question 16

"Your plan has expired" (PLAN_EXPIRED)

Accepted Answer

What it means
The current account has no usable plan: the plan or trial has expired, or nothing has been bought yet.

What to do
Haven't used the free trial yet: new users usually get one; the free-trial question under "Getting started" explains how.
Time to renew: buy any product on the purchase page. It takes effect as soon as payment succeeds, with no need to sign in again.

Check you're on the right account
If you're sure you bought a plan that hasn't expired, you're most likely signed in to a different account. Sign out and sign in again with the account you bought with; the plan syncs automatically. On iPhone or iPad you can also tap Restore Purchases → "Restore with account" on the purchase page and follow the prompts to switch back.

Question 17

How do I contact support?

Accepted Answer

Contact support in the app (recommended)
Contact support in the app, pick a category and describe the problem. Replies arrive as in-app notifications, and you can read and reply any time in the app's support history.

By email
You can also email support@xunjie.dev. To help us find the problem faster, include your account email and when the problem happened.

Before you write
Most connection, plan and device questions already have step-by-step answers in this help centre, so a quick search is often faster.

Question 18

How do I write a ticket that gets solved quickly?

Accepted Answer

Whether support can fix things in the first reply depends on how much your request tells us.

Required fields
Category: pick the closest match to your problem (connection, speed, billing, account, device and so on);
Title (2–100 characters): one sentence, such as "It keeps spinning after I tap Connect";
Description (5–5000 characters): follow the checklist below.

What to put in the description
1. What happened: the exact message you saw, or a screenshot;
2. When: roughly what time, and whether it's constant or occasional;
3. Where: device model, Wi-Fi or cellular, and the node you chose;
4. What you've tried: what happened when you switched nodes, restarted or changed networks.

Tips
One problem per ticket. Submit different problems separately;
Leave an address you can receive mail at in the contact email field so we can reach you if needed;
Don't resubmit the same problem; add a reply to the original ticket instead.

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