FAQ

General

• What is the UCSS speed?

  UCSS is focusing on network quality to reduce internet stress as much as possible from regulated areas and abroad. All of the servers we use are premium servers with excellent international routing or international dedicated lines.

  Most of the servers in the plan for China use a leased line (IPLC) that does not pass through the public network, which is free from Internet censorship and provides a comfortable and secure Internet.

  UCSS uses the servers with 10Gbps dedicated bandwidth. Since we have adopted a route that connects directly to as many local Internet providers as possible, achieving secured a stable communication speed even in a low-speed Internet environment.

• In what order should I register?

  Select a plan from the application and purchase it. An account is created at the same time. You can check the server information you purchased from “Client area” > “Service”. For the setting method of each terminal, please see “Tutorial“.

• Are there any free trial periods? Can I get a refund if I am not satisfied?

  We does not have a trial period from the viewpoint of protecting IP addresses and ensuring reliable server quality for customers.

  Due to reasons such as payment being made on a traffic-by-traffic basis, we cannot accept refunds for reasons other than those stated in the Terms of Service.

• When is customer support available?

  UCSS mainly offers support through a ticket system. We promise to reply within 12 hours on weekdays and within 24 hours on holiday except for special cases.

• How do I reply / send a support ticket?

  You can submit support ticket or reply through your client area. Please note that reply from confirmation mail is not accepted.

• What is Shadowsocks?

  Shadowsocks is a protocol with added encryption and packet hiding functionality based on Socks5. Compared to conventional VPN protocols, Shadowsocks maintains high-speed and stable communication however is less effected by internet censorship.

  UCSS uses its own Shadowsocks and ShadowsocksR, newly rewritten in the latest language.

• What is a CN2 server?

  It is called China Net Next Carrying Network developed by China Telecom, which refers to a low latency, less packet loss, lower freeze late. Imagine the usual internet as an ordinary road and the CN2 route as a highway. Due to the cost, general VPN providers are not commonly used.

• What is IPLC?

  IPLC is an abbreviation for international private leased circuit. It refers to a physically dedicated line that connects points A to B across countries. Unlike public lines, it is almost unaffected by the outside network. It features high communication stability, zero packet loss, zero jitter and extremely low latency.

  Especially in China, in addition to the above features, it has the advantage of not passing Internet censorship. Stable communication can be secured without being blocked.

  Because of these features, it is ideal for customers who prioritize line quality, such as games and FX. It’s an ideal line in every respect, but one of the drawbacks is that it’s very expensive.

Services

• What is the difference between each plan?

  Due to the server infrastructure, we classify our service into two types, one for China and the other for regions other than China.

  For China

  • UCSS plan
  • UCSS Low Ping Plan

  For regions other than China

  • Global plan
  • Global Low Ping Plan

  The plan named “Low Ping” is available for customers who require extra low ping. We adopt private lines to our servers, such as dedicated international lines and Anycast international lines. It is a very costly line, but it features near-zero packet loss and low latency.

  Please note UCSS plan may not be available in regions other than China, and the Global plan may not be available in China.

• Can I switch from a 3 month plan to a 1 year plan?

  From the difference of ports you are using, we can not change from 3 months to 1 year plan. Please purchase 1 year plan after 3 months expiration. Upgrade / downgrade of traffic volume is accepted from the service screen at any time.

• Does it support Netflix?

  It does. Almost every servers support Netflix. Please see the server list after applying for details.

• Which server can I use?

  The available servers are as follows.

  UCSS Plan (Optimized for China)

  • Japan
  • Korea
  • Hong Kong
  • Taiwan
  • USA
  • UK
  • Singapore
  • Germany
  • Canada

  Global Plan (for users outside China)

  • Japan
  • Korea
  • USA
  • UK
  • Other

  Node = access point, not the number of servers. The number of nodes may change depending on the situation.

• Do you support online game, LINE and KakaoTalk?

  Yes. macOS, Windows, iOS and Android can communicate using the system VPN. It supports almost all software regardless of UDP and TCP.

• Up to how many devices can be connected simultaneously?

  UCSS and Global Plan is limited to 3 units. As the number of terminals used increases, the risk of IP blocking increases, so we set the maximum number of connections.

• What are details of custom order?

  We offer custom order for you. We confirm the following information from customer’s.

  • • IP (country) to use
    • Download speed (approximate)
    • Whether ping as low as possible is needed or not
    • How much data traffic (per month) do you need
    • Monthly budget

  We will set up a your server according to the above information, we will deliver in about 3 days usually. We also can offer a special line which can only be handled with custom order.

  Please note the following points as a caveat for custom orders.

  • We accept contracts from more than 3 months
  • As a general rule, simultaneous use with IP within 3 places (there is no limited number of simultaneous connections from the same IP of the company etc.)

Traffic Data

• When will data traffic be reset?

  Your data traffic is calculated in natural month based on the date of purchase. For example, if you purchase on July 15th, traffic will be reset before noon on August 15th.

• Can I increase monthly traffic volume?

  Yes. After logging in to the account area, you can increase monthly traffic volume from “Management” > “Change Traffic” of the corresponding service. The fee is calculated on a daily basis until the due date. the fee during downgrading are stored in the system within UCSS and can be used at the next payment.

• Where can I check the remaining traffic?

  You can check the real-time traffic from “My Services” > “Chose your plan” > “Manage” after logging in to your account. You can also check from “Account” of UCSS for Windows and UCSS for Mac. From the viewpoint of privacy protection, past traffic has been deleted and cannot be referred to.

• Can I not carry over the excess packets?

  Unfortunately it is not possible to carry over excess packets. Packet restrictions are set up so that the usage time for each account is one month.

• Why is the monthly traffic limited?

  UCSS is a premium service for customers considering that service quality is more important than price. Therefore, we provide expensive high-quality lines that most common VPN providers can’t provide for a reason of cost savings. If these expensive high-quality lines were provided under the same conditions common VPN provider offers, such as ‘unlimited traffic + simultaneous connections for 3 to 6 devices’, the service fee would unrealistically skyrocket and most of the customers can’t afford it.

  So, our service is based on monthly traffic to offer expensive but stable lines to all customers at a reasonable price.

  In addition, UCSS never limits the bandwidth of communication but only monthly traffic for all customers to be able to enjoy the premium service fairly.

• What can you do with 50GB per month?

  With 50GB of monthly traffic, You can watch HD quality Youtube videos for about 2 hours a day. For normal use, you can use 50GB without inconvenience.

  For those who need more traffic, the UCSS plan allows you to choose up to 500GB. We also offer Custom Order for customers who need more traffic volume.

• I paid an invoice but the traffic is not reset

  The traffic will not be reset on the date you pay the continuous usage fee, it will be reset on the service date.

  For example, if you pay an invoice for a service with a due date of Sep 15th on Sep 12th, the traffic will be reset to Sep 15th (service due date).

• Can I check the past traffic?

  All past traffic prior to the monthly reset date is deleted for privacy protection, so past traffic cannot be checked. You can check the real-time traffic from “My Services” > Choose your plan > “Manage” after logging in to your account.

Billing

• How can I make continuous use?

  Credit card payment is set automatically for continuous payment. PayPal, Alipay, WeChatPay does not support automatic payment. We will notify you of the next invoice on or around the 7th day of the due date.

• How can I stop subscription?

  You can log in to the client area and stop using it from “Service” > “Product Management” > “Subscription Cancellation” of the service you want to stop using.

• What kind of payment method is available?

  Through our partnership with PayPal and Stripe,  we support most of credit card. We accept Alipay and WeChatPay as well.

• Are there any affiliates available?

  Yes. We offer affiliates. If you have not created an account please contact support.

Connections

• What should I do when I can not connect?

  On the premise that it is an environment that connects to the Internet properly, please first check “Remaining traffic” from “Service” > “Product Management” on the account page. If the communication volume is negative, the connection is automatically canceled. Then try several servers and if you still can’t connect, contact support.

• How should I choose my server?

  All servers of UCSS are optimized for the top 3 internet providers in China, so you can chose the one you personally prefer. However, if you do experience slow speeds for any reason, please try changing the server location.

• Can I connect from outside of China?

  Yes. It will be connected as long as there is no restriction on the port. Shadowsocks of UCSS is effective for Internet regulation in all areas including Russia, Indonesia, Vietnam, Iran and the Middle East. It is also effective for Internet service provider speed control measures.

  Please use the Global plan when using from areas other than China.

• Is there a possibility that UCSS will not be available from China?

  Most of the servers for China use international leased lines (dedicated lines that do not pass Chinese censorship), so there is no chance that you will not be disconnected due to blocking or other reasons. It’s a very low probability, but it’s possible that we won’t be able to connect in China for another reason. However, we specialize in connecting from China and own some special lines.

  We are also preparing the best countermeasures for the worst situation.

• Why are several websites I can’t access through Korean servers?

  Even though it is not as strict as China, Korea does have some internet restrictions. Restrictions are placed on adult sites and others nominated websites.

• Can I connect company’s server via VPN?

  Once configured, it is possible to connect in order of our server → your company’s server via VPN. Supported protocols are PPTP, L2TP, OpenVPN.

App

• Do you support proxy sharing?

  We support. For details, refer to our tutorial page for Windows and macOS.

• I can’t use the UCSS app with social login (Google, Facebook, Twitter)

  Customers registered by social login are required to create a password. You can issue a password from “Forgot your password?” On the login screen of your account.

Privacy

• Do you keep track of the user’s traffic records?

  UCSS places the highest priority on your privacy. It doesn’t keep activity logs or DNS queries that tell you who visited which website and when. In addition, we do not record data such as the global IP of the access source when accessing our nodes. (Excluding Korea nodes)

  Only packet usage is recorded for each account.

• How do you manage the account information?

  We contract with WHMCS which are the most reliable hosting platform in the world. All data on your accounts is encrypted and will not be transferred to any third parties under any circumstances. Accounts that have not been used for more than 3 months are deleted.

• Is the safety of the connection guaranteed?

  All communications are protected by strong encryption. To support your safety, we have decided to select cryptographic algorithm called ChaCha20-IETF which is also adopted for TLS1.3. In addition, we added one more TLS layer to our protocols, it makes staying more secure and anonymous anytime.

  All our websites and URLs related to the service are protected by SSL certification.

• Is social login secure?

  We do not correct or analyze any SNS login information. Also, the content to apply for permission to SNS is the same as when creating a account with Email. Compare with the password, it can be said safer than email account. You can choose to register by email or SNS according to your preference.