Help and support

The app won’t connect

The app tests the lines and connects you to one that responds. If a line drops or won’t connect, it reconnects or moves you to a backup line by itself. If it still won’t connect:

1. Switch between Wi-Fi and mobile data, then tap the connect button again.
2. Open “Server List”, pull down to refresh it, and choose “Smart Select” or another line.
3. The first time, your phone asks to add a VPN configuration. Tap “Allow” (iPhone) or “OK” (Android); if you declined, tap connect again and allow it.
4. Turn off any other VPN app. Only one VPN can run at a time, and on Android another app set as “Always-on VPN” blocks the others.
5. Update to the latest version: the App Store on iPhone and iPad, our download page on Android.

It’s connected, but slow

Speed depends on your own connection, the distance to the line and how busy it is. The app moves you automatically only when a line drops or won’t connect — not when it’s slow — so try this:

1. Free plan: after 2 GB of high-speed data in a day you’re in Slow Mode until 00:00 Myanmar time. The home screen shows how much of today’s 2 GB you’ve used.
2. Choose a closer line in “Server List”. Free lines are in the US and Germany; VIP adds Singapore, Tokyo, Hong Kong and Bangkok.
3. Pick a mode on the home screen: “4K Streaming” for video, or “Low Latency” (VIP) for games — it picks the lowest-latency of the Hong Kong, Singapore and Bangkok lines.
4. Check your own signal: a weak signal or a crowded Wi-Fi slows every app, with or without a VPN.

I’ve used up today’s 2 GB

You stay connected. Slow Mode starts by itself: browsing and video keep working, at lower quality. Your 2 GB of high-speed data comes back every day at 00:00 Myanmar time — nothing to do. VIP has no daily data cap.

Buying, restoring or cancelling VIP on iPhone or iPad

VIP on iPhone and iPad is a monthly or yearly App Store subscription, billed to your Apple ID.

1. If the payment sheet doesn’t appear, switch networks or connect the VPN first, then try again.
2. New phone, reinstalled app, or VIP not showing? Tap “Restore Purchases” on the VIP page (or on “Account & Devices”), signed in to the App Store with the Apple ID you paid with.
3. A subscription is used by one 9F VPN account at a time: if you restore it on another account, VIP moves there and ends on the first one.
4. With Ask to Buy, the purchase shows “Waiting for approval”; VIP turns on by itself once it’s approved.
5. To cancel, go to Settings → your name → Subscriptions on your iPhone or iPad. Deleting the app or your 9F VPN account does not cancel it.
6. Refunds for App Store purchases are handled by Apple, at reportaproblem.apple.com.

Buying VIP on Android

On Android, VIP is bought on our website for a set number of days. It doesn’t renew automatically.

1. In the app, open “Upgrade VIP” from the menu (top left) and tap “Buy VIP on the web”.
2. Sign in first if the app asks — with an email code, Google or Telegram. The days go to that account, so use the same sign-in on every phone.
3. The payment page opens in your browser. Pay with one of the methods it shows.
4. Go back to the app: VIP turns on by itself once the payment is confirmed. If it doesn’t show, open “Account & Devices” and pull down to refresh, or tap “Check again”.
5. Paid but no VIP after that? Email us your account email or account ID and the payment reference (for USDT, the transaction ID).

Using VIP on more than one phone

One account works on up to 5 phones or tablets. Sign in the same way on each one.

1. If the app says the account is already signed in on 5 devices, open “Account & Devices” on a phone you use and tap “Unbind Device” next to one you no longer use.
2. Sign in with Apple works only on iPhone and iPad. To use the same account on Android, first link an email, Google or Telegram on the “Account & Devices” page.

Deleting your account

You can delete your account in the app at any time.

1. Open the menu (top left), tap your account, then tap “Delete Account” at the bottom of “Account & Devices” and confirm.
2. This permanently deletes your account, your sign-in details and the records of the devices bound to it, including any VIP time on the account.
3. Not signed in? It deletes this device’s record. If the device is still linked to an account, the app asks you to sign in to that account first.
4. Deleting your account doesn’t cancel an App Store subscription: cancel it in Settings → your name → Subscriptions.
5. You can also email support@9fvpn.com with the subject “Account Deletion Request”. Details are in our Privacy Policy.

Is it safe to use on public Wi‑Fi?

Traffic between your phone and our servers is encrypted with TLS 1.3, so other people on the same café, hotel or airport Wi-Fi can’t read it.

1. Turn on “Privacy Shield” to send everything, including DNS lookups, through the encrypted tunnel.
2. In the default “Smart Turbo” mode, a few local apps (messaging, banks, wallets) connect directly, so the network can still see those.