Help center
How can we help?
Setup, account, and what to do when something doesn’t work. For anything else, the contact form reaches a real person.
Setup
Install, connect, and what to try when something goes wrong.
Installing the app and connecting
What to install on each device, and how to paste your subscription link to get connected.
The app is showing in Chinese
Hiddify opened in Chinese? It's one menu deep. Here's the exact tap sequence.
Connection won't start, or keeps dropping
A "Failed to start" or "Error connecting" message, or a tunnel that drops every few minutes. Almost always one of three things.
Why your speed might be lower than expected
A short checklist to find where the bottleneck actually is, before reaching out.
Security
Add a company-controlled private layer without breaking your connection.
Account
Plans, devices, billing, refunds.
Refunds and the 7-day money-back guarantee
Every plan is covered by a 7-day money-back guarantee. How to request a refund and what to expect.
Use Throughwire on multiple devices
See how many devices each Throughwire plan covers, how pooled bandwidth works, and how to connect another phone, laptop, or router.
Manage your subscription
Cancel Throughwire, update payment details, change your email, and manage subscription settings from the account dashboard.
If you’re just curious.
Not troubleshooting, just shopping? Quick answers to what people ask before they sign up.
How fast is the setup?
Around 60 seconds. Download the app, sign in, tap connect. There’s no manual configuration, no certificates to import, no protocols to choose. It works on the first try.
Where in China does it work?
Every major city. Beijing, Shanghai, Shenzhen, Guangzhou, Chengdu, Hangzhou, and across most of mainland. If you’re somewhere unusual, talk to us before you sign up. We’ll tell you honestly whether it works there.
Can I install it on a router?
Yes. Router setup is currently available in beta to active subscribers with compatible GL.iNet or OpenWrt hardware, so every device behind the router can be covered without a per-device app. Team and Enterprise add the managed support businesses usually need.
Why is it more expensive than other VPNs?
Encryption is the easy part. The hard part is the route out of China. Private international links with the speed and reliability we use are expensive, and that is exactly why most VPNs avoid them. They share cheap, congested public routes instead, which is why they slow down. We pay for the proper path so the speed actually holds.
Why do most VPNs in China slow down?
Cheap VPNs share a handful of congested international links between thousands of users. Peak hours destroy them. We don’t do that. You get dedicated bandwidth on a private route, which is why speeds stay between 100 and 500 Mbps even when everyone else is online.
What about privacy and security?
We don’t record browsing history, destinations, DNS queries, traffic contents, or source IP addresses tied to account activity. We keep limited operational data such as bandwidth totals, authentication events, and short-lived carrier and throughput telemetry so we can enforce quotas, secure accounts, and diagnose connection quality. The exact categories and retention periods are in our Privacy Policy.
How does it actually work?
Your traffic leaves your device encrypted, takes a private route out of mainland China, and exits the public internet somewhere outside the wall. The route is the kind of infrastructure global businesses use to move sensitive data, not a shared public tunnel. We maintain and upgrade the encryption layer continuously. You don’t configure any of this. Open the app, tap connect, you’re online.
Still stuck?
Talk to a person.
No bot, no queue. We answer directly, usually within one business day. Send us your device, your location, and what you’re seeing.
Contact us