Account, connection, route and billing information
FAQs and connection troubleshooting
Find actionable troubleshooting steps by issue, from subscription imports to peak-hour slowdowns. Plan, data and refund details are based on the user panel and the facts published on this site.
90+ countries / 200+ routes
Unlimited devices
14-day refunds
ACCOUNT
Accounts & subscriptions
Get help with registration, subscription access, device changes and account information. Retrieve subscription details from the user panel rather than relying on old copied records.
Is an email address required to create a CavaVPN account?
No email address is required. Create an account with a username and password. Choose a username that is easy to remember but not reused with other services, and store your login details securely. After creating an account, open the user panel to view plans, orders, subscription access and client downloads.
Where can I get my subscription after purchase?
After signing in to the user panel, first confirm that your plan is active, then open the client download or account overview section to retrieve your subscription. Do not repeatedly copy old links from chat history or outdated documents; use the current details shown in the user panel. If the route list does not appear after importing, try updating the subscription manually.
How should I update my subscription link?
Find the current subscription in your client and choose Update, Refresh or Fetch Configuration. Before updating, make sure the CavaVPN user panel opens normally and check that the copied content has no spaces at either end. If the original configuration has not refreshed for a long time, delete the old entry and import it again from the user panel.
Do I need to buy again after changing devices?
You do not need to buy again when changing devices, and there is no limit on the number of devices that can be online at once. Sign in to the user panel on the new device to get the client for its platform and the current subscription. When retiring an old device, delete any saved subscription details to prevent account information from remaining in an environment you no longer use.
What should I do if I forget my username or password?
Check your password manager, saved browser credentials and order information kept from the purchase. Because registration does not require an email address, keeping your username safe is especially important. If you still cannot confirm your details, use the support ticket entry in the user panel to describe the order and usage environment so support staff can investigate using verifiable information.
CONNECT
Connections & issues
Connection problems usually require separate checks of the basic network, subscription status, system permissions and client rules. Avoid changing several settings at once, or it will be difficult to tell which step actually helped.
How can I troubleshoot a client that cannot connect at all?
First confirm that the plan is active and the subscription updates normally. Then fully disconnect the current connection and retry with another route. Check that the system time is correct, the client has network permission and the local network can open ordinary websites. If every route behaves the same way, try another network environment to determine whether the issue comes from the local network or the client configuration.
What should I do if it says connected but websites will not open?
Disconnect first and confirm that the original network can access websites normally. Reconnect and switch to another route. If only the browser is affected, close and reopen it, and temporarily disable extensions that may change network settings. If no applications can connect, restart the client so the system can rebuild its routing and DNS state.
Why is a particular app not using the proxy?
This is usually related to the client's routing mode, system permissions or the app's own connection method. Switch to a more comprehensive proxy mode for comparison. If the app works after switching, the original routing rules did not match that traffic. Update the subscription and rules, then test again after fully quitting and reopening the app.
What should I check when a subscription update fails?
Confirm in a browser that the user panel opens and verify the plan status. Then copy the subscription content from the panel again, avoiding truncated text or text with extra spaces. If the client has retained an invalid cache, delete the old subscription and import it again. If it still fails, record the client name, operating system and complete error message.
What should I do if iOS or Android disconnects easily in the background?
Check whether the system restricts the client's background activity, and allow the network permissions it needs. Battery-saving settings may pause the connection when the screen is off, so set the client to be exempt from those restrictions. If the network has changed when you resume using it, disconnect the old connection and let the client establish a new one; this is usually clearer than repeatedly toggling the switch.
ROUTE
Speed & routes
Route performance depends on more than response time. The target service's location, local access network, sustained-transfer needs and application connection method all matter, so compare routes in the context of your actual use case.
How do I choose a route for my current use case?
Filter by the region where the target service is located, then compare real-world page-opening speed and stability during continuous use. Web browsing depends more on responsive loading, while video and large files depend more on sustained transfer. Office work and AI Tools are more sensitive to interruptions in long-lived connections. CavaVPN covers 90+ countries / 200+ routes, so you can switch by use case.
What should I do when things slow down during peak hours?
Pause any large file transfers, then switch to another route in the same region instead of repeatedly reconnecting to one route. If every route slows down, compare performance with the local network while disconnected. Congested Wi-Fi can make slowdowns worse; when possible, switch to a more stable access network and test again.
Is video buffering caused by the route or the local network?
While disconnected, play video content that is normally accessible on your local network to check for obvious instability. Then compare routes in different regions. If only one platform buffers, the cause may involve its region, routing or connection strategy. If all content buffers, check the local network and background downloads first.
What should I do if AI Tools disconnect frequently during long sessions?
Long sessions are more sensitive to route continuity. Choose a route that responds consistently in actual use, and avoid frequently changing networks or routes during a session. If the web and desktop versions behave differently, check browser extensions, the system proxy and the client's routing rules separately. After switching routes, start a new session before evaluating the result.
Does a lower route latency always mean a faster connection?
Latency reflects only one part of connection responsiveness and cannot by itself represent sustained transfer performance. Nearby routes often respond more directly, but the actual experience also depends on the local network, the target service's location, link congestion and the application's connection method. Evaluate routes using loading speed, sustained transfer and disconnection frequency together.
BILLING
Billing & refunds
Monthly subscriptions and data packages use different data-management models. Before choosing, confirm your usage frequency, changing data needs and reset schedule, then verify the order status in the user panel.
What are the prices and data allowances for monthly subscriptions?
Monthly subscriptions: ¥9.9/month includes 60GB · ¥18/month includes 250GB · ¥28/month includes 500GB. Data resets monthly on the activation date. Check your recent usage, then choose based on your main activities—browsing, work, video or large file transfers—instead of estimating only from a single peak.
What data package sizes are available?
Data packages: ¥158/300GB · ¥358/1000GB · ¥658/3000GB. Data remains available until used and never expires, making these packages suitable for irregular usage and cumulative consumption. Before purchasing, compare your usage period and changing data needs with the reset schedule of a monthly subscription.
How should I choose between a monthly subscription and a data package?
If your usage is steady and you need access every month, compare monthly subscriptions first. If usage gaps are longer and consumption varies significantly, consider a data package that never expires. The key difference is how data resets, not just the total allowance. Review your past usage and choose according to your main use case.
When does monthly subscription data reset, and how is a mid-cycle upgrade calculated?
Monthly subscription data resets each month on the activation date rather than on a shared calendar-month schedule. For a mid-cycle upgrade, the price difference is prorated by the remaining days. Before proceeding, check the current plan, activation date and order status in the user panel so the data reset and plan validity are not confused.
Which payment methods are supported?
Alipay / WeChat Pay / USDT are supported. When placing an order, use the amount and payment entry shown on the user panel's checkout page. After payment, do not create the same order again; return to the panel and refresh the order status. If it has not updated, keep the payment record and submit it for verification through a support ticket.
How do I request a refund?
CavaVPN offers a 14-day no-questions-asked refund. Sign in to the user panel and submit a refund request through the support ticket entry, including verifiable order details. Before submitting, make sure the order status and payment record are complete and clear. Keep the original payment receipt during processing so support can verify the order and refund destination.
SUPPORT NOTE
If the issue persists, organize the details and submit a ticket
Before submitting, specify the operating system and client, the route selected when the issue occurred, whether all apps are affected, how the basic network performs while disconnected, and what you have already tried. If the interface shows an error, include the complete text or a clear screenshot rather than only saying it does not work. More complete information makes it easier to distinguish account status, subscription settings, the local network and an individual app.