TX SUPPORT DIRECTORY
VPN Help Center
Find the right path by issue type. Check your account and subscription status first, then review the client, route and local network. Finally, submit a ticket with details of the error.
ACCOUNT BAND
Account & subscriptions
Find help with registration, subscription access, subscription refreshes, platform migration and multi-device use. For subscription details, rely on the information currently shown in the user panel.
Do I need an email address to register?
No email address is required; a username and password are enough to register. Save them securely and choose a username that is easy to distinguish from those used with other services. After registering, open the user panel to choose a plan. Active subscriptions and client links are shown there.
Where can I find my subscription link after activation?
Sign in to the user panel and open the client or subscription section. Get the subscription for your current platform and import it into the client. The marketing site does not publish real subscription URLs or direct links to static installation packages. If the subscription is not shown yet, confirm that the plan is active, then refresh the panel.
How should I update my subscription link?
Find the current subscription in the client and run its update or refresh action, then wait for the route list to reload. Do not create multiple subscriptions with the same name, as you may select an outdated list. If nothing changes, delete the old subscription record in the client and import it again from the user panel.
Do I need to buy another plan when I switch devices?
No separate purchase is needed when changing devices. VPN TX supports simultaneous connections on unlimited devices. Sign in to the user panel on the new device and get the client and subscription for that platform. When an old device is no longer in use, remove its saved subscription information to keep your access environment organized.
Which operating systems are supported?
Windows / macOS / iOS / Android / Linux are supported. Import entry points and permission settings vary by system. Open the relevant platform page from the user panel and follow its instructions to get the client and subscription; do not apply steps from another platform directly.
LINK CHECK
Connections & troubleshooting
A failed connection is not necessarily caused by the route. Basic network access, client permissions, subscription cache and routing mode can all affect the result, so check each part of the path in order.
The client keeps showing a connection failure. What should I check first?
First confirm that the current network can access regular websites normally. Then update the subscription and switch to another route. Check that the client has the network permissions required by the system and that the device clock is accurate. If no route can connect, quit and reopen the client. When submitting a ticket through the user panel, include the exact error message.
Why isn't a particular app using the proxy?
A common cause is that the client is in rule mode and the target app has been classified as a direct connection. Temporarily switch to global mode for comparison. If the app works globally, the issue is likely in the routing rules. Update the subscription and rules, then test again. Also check whether the app has its own network settings or cached an older connection.
Why can't I see any routes after importing a subscription?
Check that you imported the subscription endpoint rather than a web page URL, and confirm that the client supports that import method. Manually update the subscription and check for format, network or permission errors. If an older record was imported before, delete it and get the subscription again from the user panel so the client does not keep reading its local cache.
What should I do if I cannot reconnect after switching networks?
Disconnect the current connection, wait for the system to finish switching networks, then select a route again. If it still fails, close and reopen the client so the system can recreate the network interface. Public networks may require access confirmation in a browser first; complete that step before starting the accelerated connection.
The browser works, but other apps cannot connect. How do I troubleshoot this?
First distinguish between a browser proxy and a system proxy. Browser extensions handle browser traffic only, so other apps do not automatically use the same path. Use the client for your platform to establish a system-level connection and check the routing mode. If only one app is affected, switch routes, clear its connection cache and compare the result in global mode.
ROUTE BAND
Speed & routes
Route performance depends on local access, cross-region routing and the target service. Filter by destination region first, then judge the route by actual access results.
In what order should I choose a route?
Choose a region based on your destination, then compare the actual connection performance of different route types. For everyday browsing, start with a nearby, stable route. If the target service requires a specific region, choose that region. Do not judge by the route name alone; local network conditions, the destination and the current path all affect performance.
What should I do about slowdowns during peak hours?
Update the subscription first, then switch to another route in the same region instead of keeping the client on an old node. Pause bandwidth-heavy syncing, downloads and cloud backups, and test the local network and accelerated connection separately. If the local network is also unstable, restore the basic connection first. If only one route is affected, use another and try again later.
Why does route latency fluctuate?
Latency is affected by local access quality, cross-region routing, the target service's response and congestion along the path. The probe result shown by the client represents only the current test path and does not equal the experience of every app. Evaluate a route using connection success, page response and sustained transfer performance rather than a single probe.
Video opens, but quality is unstable. What should I do?
Pause playback, switch to another route in the same region and reopen the content so the service can reassess the connection path. Stop background downloads and syncing, and check for local network fluctuations. If only specific content is affected, regional detection, account settings or caching at the target service may be involved. Clear the cache and test again.
How many countries and routes are covered?
VPN TX covers 90+ countries / 200+ routes. The route list loads into the client when the subscription is updated. Choose the target region first, then test available routes on your local network. Longer geographic distances usually mean longer paths, so the farthest region is not automatically the best choice.
BILLING BAND
Billing & refunds
Monthly subscriptions follow a cycle based on the activation date, while data packages are managed by actual usage. Orders, upgrades, payment status and refund progress are handled in the user panel.
Which monthly subscription plans are available?
Monthly plans are: ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Data resets monthly on the activation date. Choose based on your typical browsing, video and file-transfer usage rather than a single use case.
Do data packages expire?
Data packages remain available until used and never expire. Options are ¥158/300GB, ¥358/1000GB and ¥658/3000GB. Unlike monthly subscriptions, which reset each month, data packages suit usage that varies over time and users who prefer to manage data based on actual consumption.
When does monthly subscription data reset?
Monthly subscription data resets each month on the activation date, not at the start of the calendar month. Check the subscription cycle shown in the user panel when reviewing remaining data. Data packages remain available until used and never expire; they are not included in the monthly reset cycle.
How is a mid-cycle plan upgrade calculated?
For a mid-cycle upgrade, the price difference is converted into remaining days. Before proceeding, review the current plan and available options in the user panel, then submit the upgrade after confirming. Once complete, refresh the panel and the client subscription so the new plan status and route list sync to the current device.
Which payment methods are supported?
Alipay / WeChat Pay / USDT are supported. At checkout, follow the payment option shown on the user panel's billing page. After payment, do not submit the same order again. Return to the account overview to refresh the order and plan status. If it remains out of sync, submit a ticket through the user panel with the order details.
How do I request a refund?
The service offers a 30-day no-questions-asked refund. To apply, sign in to the user panel, open the ticket area, select an order-related issue and identify the relevant order. Keep the order status and payment record before submitting, and avoid duplicate requests. Track progress through replies in the user panel.
ESCALATION PATH
Still unable to identify the issue
Before submitting a ticket, note the platform in use, the client's message, the current route name and the troubleshooting steps already completed. More complete information makes it easier to determine whether the issue is with the account, client, local network or target service.