Question 1

Your first connection, step by step

Accepted Answer

Getting connected takes four steps, and you don't need to register first.

Steps
1. Open the app. On first launch it creates an anonymous account for this device and takes you straight to the main screen.
2. Make sure you have data. A new device can usually claim one free trial (by default 7 days, 250 MB, one device online). For long-term use, buy a product on the Plans 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
Node selection defaults to Automatic, so you normally don't need to pick one.
Binding an email or Apple account during the trial adds another 500 MB within the same trial window (default value; the app shows the current amount).

Question 2

Where do I install the app, and what happens on first launch?

Accepted Answer

Where to get it
iPhone / iPad: search for the app in the App Store.
Android, Windows, macOS, Linux: download the installer from our website, https://wangyu.cc. Avoid installers from unknown third-party sites.

On first launch
1. The app signs this device in to an anonymous account automatically. You don't need to fill anything in.
2. It checks the system VPN permission. The permission prompt only appears the first time you tap Connect.
3. On iPhone you may be asked to allow notifications. They remind you about expiry, being signed out by another device, and ticket replies, and you can change this any time in system settings.

Updates
On computers, and on Android installed from our website, new versions download in the background and are integrity-checked. Required updates start installing automatically once downloaded (Android shows the system install confirmation).
On iPhone / iPad, update through the App Store.

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 Plans 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: on the Nodes page, choose Automatic or 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?
Open a ticket 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 "Attach basic 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 on the Nodes page 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 Plans 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.
Longer products carry bigger discounts. Each card shows both the list price and the discount.

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, price and number of devices online at once for each product are shown on its card on the Plans page.

Which to choose
For occasional use, pick 1 month. For long-term use, 12 months is the best value. 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.

Online payment (Alipay, WeChat Pay, etc.)
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.

App Store purchases
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 on the Plans page and choose "Restore with App Store".

Still missing?
Open a ticket with:
the order number (shown on the payment screen and the orders page);
a screenshot of the successful payment. For App Store purchases, attach a screenshot of Apple's receipt email.

Question 8

How do purchases work on iPhone and iPad? Will I be charged automatically?

Accepted Answer

How to buy
On iPhone and iPad all payments go through the App Store and are charged to your Apple ID, at the price the App Store shows.

No automatic renewal
Every product is a one-time purchase, not a subscription. Nothing is charged when it ends, and there's nothing to "cancel" in Apple's settings. To keep going, buy again before it expires (the time stacks).

Which account gets it
The plan is credited to the account you're signed in to.
If you're still on the anonymous account, bind an email or Apple account before buying so you can recover it on another device later.
Each App Store transaction can only be credited once, so it can't be reused on another account.

Traffic reset packs
These are also bought through the App Store, with the same condition as elsewhere: you need an active paid plan.

Question 9

How many devices can I use?

Accepted Answer

These are two different numbers that control different things.

Bound devices
Devices that have signed in to this account and haven't been unbound, including ones that were temporarily signed out by another device.
The limit is generous (by default 50) and doesn't depend on which product you bought.
Devices with no connection or refresh for 30 days are unbound automatically, so you don't need to tidy up.

Online at once
Devices connected to the VPN right now. Just having the app open without tapping Connect doesn't use a slot, and disconnecting frees the slot immediately.
The limit comes from your plan and is shown as the online-device count on the product card on the Plans page. A trial allows 1.
Going over the limit signs out the device that connected earliest.

Where to check
Devices lists every bound device. Ones connected right now carry an Online badge, and this device is marked "This device".

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 unbind long-unused ones under Devices.
An unfamiliar device is online: unbind it right away and change your password.

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 set a password of at least 8 characters;
3. signs you in when you're done.

Other ways
Bind from the anonymous account: if you're already using the app, tap "Account not bound" and bind an email. It works like signing up, and your existing plan is kept.
Sign in with Apple: creates an account in one tap.

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

I forgot my password. What do I do?

Accepted Answer

There are two ways, and neither needs support.

Sign in with a code
On the sign-in page choose "Sign in with email code". Enter the code you receive and you're in, no password needed. Change your password afterwards if you like.

Reset the password
1. Tap "Forgot password?" on the sign-in page.
2. Enter your account email and get a verification code.
3. Enter the code and set a new password (at least 8 characters).

After a reset
Every other device is signed out and must sign in with the new password. The device you're using stays signed in.
Your account email receives a "password changed" notice. If it wasn't you, reset it again immediately and open a ticket.

The code doesn't arrive
See the steps in "How do I create an account, and what if the code doesn't arrive?".

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 tickets: 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 unbind long-unused ones under Devices.
3. If you see a device you don't recognise: unbind it immediately and change your password.

The number of devices allowed online is shown on the product cards on the Plans page.

Question 16

"You've reached the device limit for this account" (DEVICE_LIMIT_EXCEEDED)

Accepted Answer

What it means
This account has reached its limit of bound devices (50 by default), so a new device can't be bound right now. This is separate from your plan's online-at-once limit and doesn't depend on which product you bought.

What to do
1. On any signed-in device, open Devices.
2. Unbind old devices you no longer use, and leftover entries from before a reinstall.
3. Sign in on the new device again.

Why there are so many
Every sign-in on a new device, or after a reinstall, creates a device entry. Devices without a connection for 30 days are unbound automatically, so you'd normally only hit the limit after many reinstalls or sign-ins on lots of devices in a short time.

Question 17

How do I contact support?

Accepted Answer

Open a ticket in the app (recommended)
Open New Ticket, pick a category and describe the problem. You don't need to sign in first; anonymous accounts can submit too. Replies arrive as in-app notifications, and you can read and reply any time on the Support page.

On the website
Sign in to the account centre at https://wangyu.cc and submit from the tickets page. Website and app tickets are the same.

By email
You can also email support@wangyu.cc. 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 the ticket tells us.

Required fields
Category: Connection, Speed, Plans & billing, Account, Device and so on. Pick the closest one;
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;
On an anonymous account, leave an address 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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