Frequently asked questions
Clear answers before you connect, share or choose a plan.
Getting started
Which desktop platforms are available?
Official downloads currently provide 64-bit Windows and Linux clients. Sign in on the website and use the Download page to obtain the current package for your operating system.
How do I sign in and revoke a client's access?
Start sign-in in the app, then approve it in your system browser. Your account password stays on the website. To withdraw access, open Devices and Authorized applications in your account. Offline nodes enforce existing authorization expiry until they receive the revocation.
Should I choose Direct or multihop?
Direct uses one VPN server. Multihop reaches the exit through other servers and can add latency. Start with an available Direct route and UDP Normal; compare other supported choices if needed. Only routes available to your account can be selected.
SmartRoute and connections
What does DIRECT mean in SmartRoute?
DIRECT uses your original network instead of the VPN tunnel. Matching China and Steam DIRECT domains use the original system DNS. Custom domain rules have a separate System DNS choice. DIRECT traffic is not protected by the Zlex VPN tunnel.
Does the Steam module control every game connection?
No. Its choices cover supported Steam service groups and known endpoints. Known downloads and shared content stay DIRECT while the module is enabled. Third-party game servers and unidentified peers are not covered by the Steam networking switch.
Why might a domain rule appear not to work?
Check that SmartRoute is enabled and the change was confirmed. Domain matching relies on ordinary system DNS; an app's own encrypted DNS, cached address or fixed IP can avoid that lookup. Review the app's DNS setting and reconnect it. Existing connections may retain their earlier route.
Devices and Device Link
Can I link a device belonging to another account?
Yes, using its explicitly shared 64-character public key. Both consumer devices must have active subscription connections on supported direct routes to the same exit server, and device consent still applies. The website does not list another account's devices for you.
Does Device Link publish my service to the internet?
No. Device Link connects authorized peers through virtual addresses; public port forwarding is a separate feature. Your application must still listen on the right interface and its firewall must allow the intended peer. Remove the link authorization when access is no longer wanted.
Sharing ports
Which plans and connections support port forwarding?
Port forwarding is available with subscriptions and Pay as you go on supported direct Normal routes. Both TCP and UDP are supported. Forwarded upload and download traffic use the connection owner's PAYG balance. Bypass and multihop routes do not provide consumer port forwarding.
Why is my forwarding request pending or unreachable?
Submitting a request does not open a port immediately. Check client approval and allowed local ports, wait for an active endpoint, and confirm that your service accepts connections on 127.0.0.1 at the requested port. Also check its own firewall and authentication settings.
Can I choose the public port or keep it permanently?
You choose the local service port. The server assigns an available random public port from 49152–65535, which may change after reconnecting. Reserved public ports such as 22, 25, 80, 443 and 8080 are unavailable. Copy the active endpoint; IPv6 addresses use [address]:port.
What does No time limit mean?
It removes your selected duration timer, not the connection's other limits. Forwarding can still end when you disconnect, stop sharing, lose permission or your subscription expires. Your computer, VPN connection and local service must stay running.
Can another device on my LAN use this VPN connection?
Run an authenticated SOCKS5 proxy on your computer so compatible devices on the same LAN can use its active VPN connection. Traffic shared through LAN Proxy belongs to the host's VPN connection. PAYG counts its upload and download against the host account's available connection budget.
IPv6 and dedicated IP
Does an IPv6 entry give me a fixed public IPv6 address?
No. The IPv6 entry option controls the connection to the VPN node. Internet IPv6 depends on the route and exit; multihop currently requires support at every hop. Pool or shared exit addresses are not a promise of a permanent dedicated address.
Can PAYG users buy a static IP, and where does it appear?
Yes. Dedicated IPv4 can be bought with PAYG, with a subscription, or separately for 1, 3, 6 or 12 months. After confirmed payment, Devices → Static IP shows its region and Pending status. The address appears after administrator assignment, which can take up to 24 hours.
How do static IP renewals work?
Use Renew static IP in Devices. An unexpired purchase extends from its existing expiry; an expired purchase starts from confirmed payment and may receive a different address after reassignment. Renewals keep the original region, are not automatic, and do not add VPN time or data.
Plans and payments
How many devices can connect at once?
An active VPN subscription supports up to five connected devices. Pay as you go supports up to two connected devices at a time. Both devices share the account's total data balance, not a separate allowance per device. These are simultaneous connection limits; your Devices page also lets you review saved devices and application access.
Does Pay as you go data expire, and what counts as usage?
Unused PAYG data does not expire. Uploads and downloads, including port forwarding, share the same balance. During an active subscription, saved PAYG data remains available for later use after the paid term ends.
Which payment methods can I use?
Checkout shows the payment methods currently available for your order. These may include Stripe Managed Payments, PayPal and Alipay; availability can depend on your location and purchase. Review the final total, currency and renewal details before paying. Alipay purchases do not automatically renew.
What happens when I cancel automatic renewal?
Use Billing to manage renewal or open the relevant payment provider's portal. Canceling renewal stops future renewals; confirmed paid time normally remains until its expiry. Cancellation does not automatically refund a payment. See the Refund Policy for eligibility and the request process.
Troubleshooting
Does Looking Glass measure VPN speed or use my data allowance?
Disconnect your VPN first. Looking Glass measures your browser's connection, not VPN tunnel speed. Public tests pass through Cloudflare; direct HTTPS tests require sign-in, an active subscription or remaining data, and access to the node. Website tests do not deduct your allowance, but traffic carried through an active VPN can still be counted.
What should I send when a connection fails?
Sign in and open a Support ticket, or email [email protected]. Include your operating system, client version, selected route and protocol, the approximate failure time, and relevant connection-log lines. Remove passwords, private keys and login tokens before sharing logs.