PandaVPN Account & Billing FAQs

If you have paid successfully but Premium has not taken effect, please follow the steps based on your payment method:

1. PayPal payment
   Some PayPal orders may be delayed due to platform review. It may take up to 3 business days. Please check your account status again later.
2. App Store or Google Play subscription
   Log in to your account in the corresponding client, go to “My Account” or “Manage Subscription,” and tap “Restore Subscription” or “Restore Purchase.”
3. Other payment methods
   Please contact us through in-app online feedback or send an email to customer support:
   [email protected]

Please provide your PandaVPN digital ID, order screenshot, or payment success screenshot. Customer support will help check and resolve the issue.

You can open PandaVPN and go to My Account or the subscription page to check your current membership status, subscription type, and expiration time.

If you purchased the subscription through App Store or Google Play, you can also check it on the subscription management page of the corresponding app store.

Open PandaVPN, go to My Account or the subscription page, then tap Restore Purchase or Restore Subscription.

Please confirm that the current device is signed in with the Apple ID or Google Account used for the purchase. After restoration, the membership status will update automatically.

This usually happens because the other device is signed in with a different PandaVPN account, Apple ID, or Google Account.

Please make sure both devices are using the same PandaVPN account, and try restoring the purchase on the device that matches the purchase platform. If it still cannot sync, please contact the PandaVPN support team.

PandaVPN supports multiple payment methods. The specific methods available may vary depending on your device platform, country or region, order type, and what is shown on the payment page.

Common payment methods include:

• Credit card / Debit card: Some regions support bank card payments such as Visa and Mastercard.
• PayPal: Some official website orders support PayPal payment.
• Apple App Store: iPhone, iPad or Apple TV users can subscribe using the payment method linked to their Apple ID.
• Google Play: Android or Android TV users can subscribe using payment methods supported by Google Play.
• Local payment methods: Some countries or regions may support commonly used local wallets, transfers, or bank card payment methods.
• Cryptocurrency payment: Some orders may support cryptocurrency payments such as USDT.

Please refer to the payment methods actually shown on the PandaVPN purchase page or in the app. If you cannot see the payment method you want to use, try switching payment platforms or contact the PandaVPN support team for help.

PandaVPN offers a 7-day money-back guarantee. If you are not satisfied with the service, please contact customer support within 7 days of purchase to request a refund.

Before requesting a refund, please cancel your PayPal or credit card subscription first to avoid future automatic renewal.

Refund request methods:

1. Contact customer support through “Online Feedback” in the app.
2. Send an email to [[email protected]](mailto:[email protected]) to request a refund.

Refund processing time:

1. UnionPay and PayPal orders are usually refunded to your account within 1–3 days.
2. Credit card refunds may take 5–10 business days to appear on your statement.

Note:

1. The 7-day plan is not eligible for the 7-day money-back guarantee.
2. Orders purchased through the App Store or Google Play are handled by the corresponding platform. Please request a refund through the App Store or Google Play according to their platform rules.

If you need to cancel PandaVPN automatic renewal, please follow the steps based on your purchase channel:

1. PayPal subscription
   Log in to your PayPal account, go to “Settings” > “Payments” > “Manage automatic payments,” find PandaVPN, and cancel the subscription.
2. Credit card subscription
   If you subscribed by credit card, you can select a plan again on the PandaVPN renewal page and try to pay. The system will usually prompt you to cancel your current subscription. Follow the prompt to cancel.
   If there is no cancellation prompt, it may mean the subscription has already been canceled. You can also log in to your Stripe account and find the PandaVPN subscription under Billing / Subscription to cancel it.
3. App Store subscription
   If you purchased through the App Store on iPhone or iPad, go to the Apple ID “Subscriptions” page, find PandaVPN, and cancel the subscription.
4. Google Play subscription
   If you purchased through Google Play on an Android device, go to Google Play “Payments & subscriptions,” find PandaVPN, and cancel the subscription.

After cancellation, the system will no longer charge you automatically. Your purchased Premium time will remain available until the current validity period ends.

If you have any questions, please contact us through in-app online feedback or customer support email:

[email protected]

This usually happens because auto-renewal is enabled for your subscription. Before the subscription expires, App Store, Google Play, or the payment platform may automatically renew it and charge you.

If you believe the charge is abnormal, check whether you have multiple accounts, multiple subscriptions, or duplicate purchases through different platforms. If you are still unsure, contact the PandaVPN support team and provide proof of payment.

Yes. You can renew your Premium subscription before it expires.

After renewal, the new plan duration will be automatically added to the remaining time on your current account. Your existing Premium time will not be affected.

For example, if your account has 10 days of Premium remaining and you purchase a 30-day plan, your total account time will become 40 days.

If your account is linked to an email address, click “Forgot Password” on the login page and reset your password through the linked email.

If your account is not linked to an email address, please send your PandaVPN digital ID, order screenshot, or payment success screenshot to customer support:

[[email protected]](mailto:[email protected])

Customer support will verify the information and help you reset your password.

If you forgot your PandaVPN digital ID, you can find it in the following ways:

1. PayPal payment orders
   Open your PayPal order details and check the item description. The PandaVPN digital ID is usually shown after the plan you purchased.
2. Other payment methods
   If you paid through another method, please send your order screenshot or payment success SMS screenshot to customer support:
   [[email protected]](mailto:[email protected])
   Customer support will help you find the corresponding digital ID based on the order time and payment information.
3. App Store or Google Play orders
   If you purchased a subscription in the App Store or Google Play client, you can first try tapping “Restore Subscription” or “Restore Purchase” in the client.
   If you still cannot find it, please contact customer support and provide a platform order screenshot for further checking.

If you need to change the email linked to your PandaVPN account, please contact the PandaVPN support team for assistance.

To confirm account ownership, you may need to provide your current account information, PandaVPN digital ID, or relevant proof of payment.

PandaVPN supports account deletion requests and deletion of related data.

Before deleting your account, please make sure you have canceled any current subscription or automatic renewal.

Steps:

1. Open the PandaVPN client.
2. Go to “Menu” > “My Account” > “Settings” > “Delete Account.”
3. Tap “Request Deletion.”

After the request is submitted, the system will automatically process the account deletion. Once deleted, the account can no longer be used to log in or access services, and related data will also be deleted.

To protect your account security, non-custom accounts are for personal use only. We do not recommend sharing your account with others.

If your account is used by others, it may cause device slots to be occupied, account abnormalities, connection restrictions, or personal information leakage. Any losses or risks caused by account sharing are the responsibility of the account owner.

If you need multiple people or multiple devices to use PandaVPN together, we recommend purchasing additional device slots or contacting customer support for a custom device quantity plan.