Frequently Asked Questions (FAQ)

Welcome to the VineVPN Help Center! Here you’ll find answers to common issues and how to resolve them.

1. Why can’t I connect / Why is the VPN not working?

Step 1: Try switching to a different server
Go to the Server List and select another server to connect.

Step 2: Check your local network (Wi-Fi / LTE)
Switch between Wi-Fi and mobile data (LTE) to see if the issue is network-related.

Step 3: Refresh the server list and check latency (Ping)
Tap the refresh icon in the top-right corner of the server list.
Each server’s Ping value will be displayed—lower is better.

If the issue persists, please contact our in-app support team. We’re here to help you resolve it quickly.

2. Why isn’t my subscription active?

• Please restart the app to refresh your account status.
• In most cases, your purchase will appear correctly after restarting.

3. How can I purchase a Premium subscription?

1. Open the VineVPN app
2. Tap the “Store” button on the home screen
3. Follow the instructions to complete your purchase and unlock Premium features

Thank you for your support! It helps us continue providing fast and reliable service.

4. How do I know if the VPN is working?

1. Visit https://ipaddress.my/
2. If you see a non-local (foreign) IP address, your VPN is active and working correctly.

5. How can I contact support?

We care deeply about your experience. You can reach us through the following channels:

• Telegram Channel: https://t.me/VineVPN
• In-App Chat: Use the support option within the app
• Email: support@vinevpn.com

Need help? Don’t hesitate to reach out—we’re always here for you.