Frequently asked questions
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Content updated: 17 October 2026. Prices, availability and policies may change; refer to the linked pages for current details.
Before you buy & service basics
What should I prepare before purchasing?
First, make sure your device can install a supported client app. On compatible devices, we recommend Shadowrocket (paid) or Hiddify (free).
The client app and your OrinLink subscription are separate. A free client app does not mean the VPN service is free.
See our setup guides for installation instructions.
When does my subscription start? Can I activate it later?
A first-purchase subscription starts once the purchase and payment are confirmed, not when you first import or use it. For example, if you buy two months and wait a month before using it, only one month remains.
Subscriptions cannot currently be paused or reserved for a later start date. If you are buying for a trip, we recommend purchasing close to your departure.
How many devices can use one subscription? Can I share it?
There is currently no limit on the number of devices connected at the same time. You may share a subscription with family or friends, but everyone uses the same data allowance and expiry date. The account holder is responsible for use of the account.
All use must comply with our Terms of Service.
The platform currently sets no separate fair-use throttling or high-connection-count cap. Data is deducted according to normal usage. Unlimited devices does not mean unlimited data or guarantee the actual speed of each device.
How fast are the nodes? Is 1 Gbps guaranteed?
Node speeds vary; examples include 100, 500, or 1000 Mbps, with the fastest reaching up to 1 Gbps. Not every node offers 1 Gbps, and your actual speed is not guaranteed.
Performance depends on your network, device, routing, and current node conditions. The platform currently sets no separate fair-use throttling or high-connection-count cap. Data is deducted according to normal usage, and all use must still comply with the Terms of Service.
Can I download files or use BitTorrent/P2P?
General downloading is allowed and consumes your subscription data. BitTorrent/P2P may upload as well as download, so the downloaded file size alone may not represent total usage.
We do not guarantee that every node supports BitTorrent/P2P. If this is your main use, contact our support team first to confirm suitable arrangements. All use must comply with the Terms of Service and applicable law.
Can I use Netflix, Disney+, or AI services?
In our experience, Netflix and Disney+ are generally usable, but this is not a current guarantee for every node, region, or platform. Actual connectivity and the platform’s current conditions determine availability.
Based on our testing experience, we do not recommend Hong Kong nodes for ChatGPT or Claude. This is node-selection advice, not a general claim about whether a platform offers service in a particular region.
Official Clash Verge Rev documentation describes streaming and AI service compatibility checks. Test results are only a reference; they do not replace actual use or guarantee continued availability.
Payments & orders
Which payment methods do you accept?
We accept card payments through Stripe, including Apple Pay and Google Pay where available, as well as BEP-20 USDT on BNB Smart Chain.
When paying with USDT, pay the exact amount shown on the payment page, including every decimal digit, and confirm that you are using the correct network.
I have paid. Can you check whether my payment arrived?
Our support team needs to check your specific order. The AI assistant cannot access your account, payment, or order records.
Please contact our support team. Do not send passwords or complete subscription links. A support agent will tell you which payment evidence is needed.
Can I pay the difference if I bought the wrong number of weeks?
Yes. Contact us during the published our support team hours. A support agent will confirm the desired number of weeks and the difference to pay, then arrange payment and the subscription adjustment.
Can separate subscriptions or duplicate payments be merged?
If you bought a separate subscription when you meant to renew, or paid twice, contact our support team. Support can help you keep your chosen subscription and combine the extra subscription time and data into it. The other subscription will become invalid.
A support agent will assess the combined validity and allowance individually. Used time or data may be restored at their discretion, but this is not an automatic reset or a guarantee of full restoration. Support may therefore consider more than just the remaining allowance.
If you prefer a refund, eligibility and handling remain subject to the current Refund Policy. Duplicate purchases do not automatically qualify for an unconditional refund.
What if I sent the wrong USDT amount, reference decimals, or network?
Contact our support team to reconcile the transaction. Excess payment can be returned manually to an address you provide and confirm. Incorrect payment decimal digits can be checked manually for activation. If you paid too little, you can pay the difference and support will arrange the subscription.
If the network or coin was wrong and the platform did not receive the funds, the platform cannot refund them. This does not mean every mistaken transfer is permanently lost; the circumstances need to be checked, and recovery is not guaranteed.
Provide the transaction hash and network details as requested by support. Never provide wallet private keys or recovery phrases.
Can I get a receipt or a company reimbursement invoice?
Stripe payments have Stripe receipts available. The platform does not currently issue receipts for USDT payments.
Company reimbursement invoices and related invoicing services are not currently offered. If you need these, confirm arrangements before purchasing.
Data & renewals
Does the 60 GB per week reset every week?
No. Each week purchased adds 60 GB; for example, two weeks provides 120 GB. The allowance does not reset to zero each week.
When you renew the same subscription, your remaining data is added to the newly purchased data. Current prices and available subscription lengths are shown on the purchase page.
Use the data allowance and usage shown in your OrinLink account as the reference for your subscription. Local traffic counters in your client may differ from the account figures.
Will I lose my remaining days if I renew early?
No. If your subscription has not expired, the renewal extends its existing expiry date. For example, if three days remain and you renew for one week, you will have ten days left. Your remaining data also carries over and is added to the new allowance.
For manual renewal of an expired subscription, the new period starts when payment is received. To renew an existing account, contact our support team.
Will my subscription renew or charge me automatically?
No. Automatic renewal and automatic payments are currently not supported for either Stripe or USDT.
To continue using the service, you need to arrange a renewal yourself. Please contact our support team to renew an existing account.
What happens when I use up my data?
You will no longer be able to use the service once your data runs out. Existing accounts currently do not support self-service, data-only top-ups. You can contact our support team to renew your subscription, adding time and the corresponding data allowance.
Extra data offered at checkout for a new order is a separate feature. Please refer to the purchase page for the available options.
Apps & setup
Which client apps are currently unsupported?
In OrinLink testing, v2RayTun, v2rayNG, and V2Box could import the subscription, but all nodes timed out. These apps are currently unsupported.
If you intend to use only these apps, we do not recommend purchasing OrinLink. First, confirm that you can switch to a supported client. On compatible devices, we recommend Shadowrocket (paid) or Hiddify (free).
Which clients require subscription format conversion?
Clash Mi, Clash Meta for Android, and sing-box require an additional format conversion step. They should not all be set up by importing the original subscription directly.
For Clash Mi and Clash Meta for Android, follow the corresponding conversion guide on our website. The website conversion option for sing-box is currently marked as coming soon, so it is not our first choice for new users.
How do I set up Shadowrocket or Hiddify?
Choose the guide for your device, install the client app, and then import the subscription link or QR code provided on your order page. Shadowrocket and Hiddify can use the original subscription without conversion.
Follow the video or illustrated instructions for your device and client.
Why can I not find a client app in the app store?
Some clients are available only in specified app-store regions. Before purchasing OrinLink, confirm that your device can install one of our recommended clients.
Apple devices: the store region of your Apple Account must offer the app. For example, Karing’s official download instructions list the Hong Kong and US stores, but this does not mean every app is available in those regions. Changing your IP address alone does not change your Apple Account’s store region.
Android devices: use the official download sources linked from OrinLink’s tutorials. Some clients, such as Hiddify, offer an official APK; installing these versions does not require a store account from a particular region. Follow the official instructions for your device and client.
OrinLink does not refund third-party app purchase fees. If you cannot install a paid client, try a supported free alternative such as Hiddify. If you still cannot install a supported client, contact support under the first-purchase refund terms within 72 hours of successful payment. The original deadline still applies.
Being able to download or install an app does not mean it works with OrinLink. Check our supported-client list and setup guides.
If installation still fails, send our support team your device type, client name, and a screenshot of the error so we can help check.
Can I use Linux, Apple TV, or a router?
Linux can use a compatible client such as sing-box, which officially supports Linux, with the necessary subscription format conversion and configuration. While the website sing-box conversion option remains marked as coming soon, do not assume a working one-click website conversion is already available.
For Apple TV, consider a compatible Shadowrocket version. First check that your device, OS version, and store region meet the App Store requirements.
This does not imply compatibility with every TV, TV box, or router. Router support has not been confirmed. Before purchasing, give our support team your exact model and system details.
Connections & troubleshooting
A node shows Timeout. Does that mean it no longer works?
A temporary timeout does not necessarily mean the node will remain unavailable. Connections may recover as network conditions or the service recover. You can try updating your subscription or switching to another node, but we cannot guarantee that a node will recover within a fixed time.
If you still cannot connect, contact support. You do not need to wait a full day.
All nodes show Timeout. What information should I provide?
Tell us your device and client app name, run the node test in your client, and send a screenshot of the results. Before sending it, hide subscription links, QR codes, passwords, and other credentials.
We will review your situation alongside our existing probe monitoring. Your screenshot helps us understand how connections behave on your network.
Why can I not connect when the status page looks normal?
Monitoring results reflect connections from the monitoring locations. They do not guarantee that every customer can connect from their own network, device, and client app.
Please provide your client test results so our support team can investigate. We will not dismiss your issue solely because the status page looks normal.
What should I do if I can connect but the service is slow?
Try other nodes first and compare the results. If the service remains unusable, contact our support team for troubleshooting.
Support will assess the situation and whether a full or partial refund applies strictly under the current Refund Policy. Slow speeds alone do not automatically establish refund eligibility or create a new refund guarantee.
Can nodes or regions change? How often should I update my subscription?
Yes. Nodes and regions may be adjusted based on stability and quality. We do not guarantee that any particular region or node will remain permanently available.
We recommend updating your subscription daily to obtain the latest node list.
Why does a website show a different country from the node I selected?
- In rule or configuration-profile mode, a rule may send a website through DIRECT (a direct connection). Selecting a node does not prove that the website’s traffic is routed through it.
- If your client supports it, temporarily switch to global proxy mode, select the intended node, and retry the website. This is a troubleshooting step, not a guarantee that every website’s displayed country will change.
- If the mismatch persists, send our support team the node name, website, and a screenshot of the issue.
What should I do if subscription import fails or no nodes appear?
- First check that your device and client are supported, and use the current, complete, valid subscription link. If the link has been reset, use the newest one.
- sing-box, Clash Mi, and Clash Meta for Android require conversion to an appropriate subscription format. Follow the current tutorials. The website’s sing-box conversion option is still marked as coming soon; do not assume a working one-click conversion is available there.
- Try refreshing the subscription without first deleting a working configuration. If the problem remains, send our support team your device and client names, the time of the issue, and an error screenshot. Hide the full subscription URL and other credentials. Our support team will check the account.
Refunds
Can I get a refund on my first purchase?
For your first OrinLink subscription purchase, you may request a full refund for any reason within 72 hours of successful payment. You do not need to prove that the service is faulty, and no deduction will be made for data already used.
This guarantee covers:
- Card payments, including Apple Pay and Google Pay through Stripe.
- USDT payments.
- Extra data purchased in the same order as your first subscription.
Renewals and data purchased separately are not covered by this first-purchase guarantee. However, you may still contact our support team about duplicate payments, services not delivered, or qualifying service failures.
To request a refund, contact our support team through the website, email, or Telegram and provide your OrinLink ID or order number. For USDT payments, you can also provide the transaction hash. Refunds are reviewed and processed by a person; the AI assistant cannot look up orders or issue refunds.
See our Refund Policy for the full conditions and refund methods.
Can I request a refund if the service does not work?
If your subscription was active when the failure occurred and, after reasonable troubleshooting with our support team, more than half of the nodes in your subscription still cannot connect, or the service is completely unusable, you may request a full refund for the affected order.
Submit your request within six months of the failure. There is no requirement to wait a full day. Our support team reviews individual requests under the Refund Policy.
How long does a refund take, and where is it sent?
Once we receive the information needed for verification, we aim to make a decision within three business days. This does not guarantee that the refund will reach you within three business days.
Card payments are refunded through Stripe to the original payment method. For a USDT refund, confirm the receiving wallet and supported network with our support team. Refunds are reviewed and processed manually.
Accounts, dedicated plans & support
What if I forget my account details or cannot find my subscription link?
If you still have your order number or OrinLink ID, try the order lookup page first.
If you have lost your account details, contact our support team. They can help with recovery using your original proof of payment, such as a Stripe receipt or cryptocurrency transaction hash. The AI assistant cannot look up or recover accounts.
Can I replace a leaked subscription link?
Yes. Contact our support team to reset your subscription link. The old link becomes invalid immediately after the reset, including any copies previously shared with others.
Keep the new link secure and do not expose the full subscription link or QR code in public chats or screenshots.
Can I delete my account? What records are retained?
Contact our support team to request deletion of your account and related data, including account and password data and any email address you supplied. Do not send your actual password to support.
Under the platform’s operating practices and Privacy Policy, browsing history is not logged. Order and payment information is a separate category; deleting an account does not mean all transaction records and backups disappear immediately.
Order and account records follow the Privacy Policy: after an account becomes inactive, records are retained for six months in addition to the 180-day grace period in the terms. Encrypted backups rotate under normal procedures. Payment or tax records that must be retained by law are excluded from deletion.
Can I buy a dedicated fixed IP or private node?
Yes. Contact our support team separately to discuss a dedicated fixed IP or private node. These are not included in a standard subscription.
An indicative example is HK$55 per month for one private node, typically with 1 TB per month, although some plans include 500 GB. Region, speed, and data allowance can be chosen to suit your needs, and the price may be lower or higher. This is a reference only; the final plan and price require confirmation through a quote from our support team.
See the custom business solution page for deployment information, and ask support to confirm currently available options.
How do I contact human support, and when is it available?
For issues involving your own account, order, payment, or refund, please contact our support team.
Support hours are Monday to Friday, 12:00–20:00 Hong Kong time. Support is closed on Saturdays and Sundays. You can leave a message outside these hours, and it will be handled during support hours. An immediate connection to an agent is not guaranteed.