Having Issues?

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Download & Install

Installation and update guides for Windows, Mac, iOS, Android clients.

Connection & Troubleshooting

Connection timeouts or slow speeds? Check real-time server status and self-fix.

Security & Privacy

Learn how KuaiLian protects your data privacy through its no-logs policy.

Common Questions Knowledge Base

Over 20+ High-frequency questions collected

Connection & Speed
Connected successfully but cannot access international search or video services?
This is usually caused by local DNS cache or browser QUIC protocol conflicts. Please try: 1. Enable "Global Mode"; 2. Click "Network Repair" in settings; 3. Restart your browser.
Slow connection speed, video buffering?
Please try the following optimization solutions:
  • Switch Node: Select the green node with the lowest latency (ms) at the top of the list.
  • Switch Protocol: Change the protocol to WireGuard or Aegis-Turbo in settings.
  • Check Local Network: Restart your modem/router, or try switching to a 4G/5G hotspot for testing.
Why does the connection disconnect frequently?
On mobile: Check if "Power Saving Mode" is on, and allow KuaiLian to "Run in Background" in system settings.
On PC: Check for conflicts with other VPN software or antivirus programs; try closing them and retrying.
Install & Devices
Windows antivirus reports a virus during installation?
Since the Accelerator needs to install a virtual network adapter driver, it may be falsely flagged by 360/PC Manager. KuaiLian is Microsoft digitally signed; please add it to the trust list or temporarily disable antivirus during installation.
macOS says "System Extension Blocked"?
This is a macOS security mechanism. Please go to Apple Icon > System Preferences > Security & Privacy. Under the "General" tab, click "Allow" to load system software from the developer.
How many devices are supported online simultaneously?
You can install on as many devices as you like. However, simultaneous connections are limited by membership tier:
  • Pro Member: 5 devices.
  • Enterprise Member: Unlimited devices.
To remove old devices, simply change your password in "Personal Center", and all devices will automatically logout.
Entertainment & Apps
Why do I get a "Proxy Detected" error when watching streaming media?
Streaming platforms strictly block IPs. Be sure to connect to the [Streaming Dedicated] or [Native IP] nodes at the top of the list; standard nodes cannot unlock copyrighted video. If it still fails, try clearing browser Cookies or restarting the App.
International short video apps won't load or show a black screen?
Some international apps check the SIM card region. Solution:
  1. Remove the local SIM card and connect only via WiFi.
  2. Connect to an acceleration node in the target region (e.g., US).
  3. If it still fails, try using the web version of the service.
Billing & Membership
Paid for membership but it hasn't activated?
App Store or international digital payment channels may have a 5-10 minute delay. Please click the "Restore Purchase" button on the client "Me" page. If not received after 30 minutes, please contact human support.
What if I forget my login password?
Click the "Forgot Password" link on the login page and enter your registered email. The system will automatically send a reset link. If you can't find the email, please check your "Spam" folder.
How do I request a refund?
We offer a 30-day money-back guarantee. Please contact human support directly or email the support address with your registered email and order number.

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