FAQ

General

• How do I register?

  Go to our “Pricing” page for descriptions of the service plans we offer. Click “Get it now” on the plan you select to create an account and purchase a service plan.

  To review your service details after registering, go to “Client Area” > “Service”. For help with terminal settings, please see “Tutorial“.

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

  In order to protect IP addresses and ensure reliable service quality for customers, we do not offer free trials.

  We only offer refunds for reasons outlined in our Terms of Service. Please refer to our “Terms of Service” for more information.

• Do you provide 24/7 customer support?

  Customers may submit support tickets at any time. UCSS will reply within 12 hours on weekdays and within 24 hours on holidays.

• How do I reply / send a support ticket?

  You can submit a support ticket through your Client Area. Click “Account” in the upper right corner of the home page to login to your account and enter your Client Area. To submit a ticket, click the “Contact Support” link on the left-hand side of the page, and follow the instructions to open a ticket. You will receive a confirmation email after you submit a support ticket. Please note that replies to a confirmation mail are not read.

  If you need to contact support again to follow up, you must reply through the ticketing system.

• How fast is the UCSS connection?

  UCSS focuses on network quality to reduce internet stress as much as possible. We use premium servers with excellent international routing or optimized for local internet providers.

  We connect to servers in China through an international private leased circuit (IPLC) that does not pass through the public network. These IPLCs are free from Internet censorship and provide comfortable and secure Internet access. Optimized for all major internet providers in China, you can comfortably use our service from any location.

  UCSS provides 1-5 Gbps dedicated connection to servers.These wide bandwidth servers achieve stable communication even during peak hours.

• What is Shadowsocks?

  Shadowsocks is a protocol optimized for encryption and disguising packets based on the Socks5 protocol. Compared to conventional VPN protocols, Shadowsocks maintains stable, high-speed communication and is less affected by internet censorship.

  Compared to the commonly used VPN protocol, it has the following features.

  1. High transfer efficiency. Communication is possible with higher transfer efficiency than WireGuard. Less burden on terminals and servers, and low-spec terminal also runs comfortably.
  2. Packet Obfuscation. There are several obufuscartion options. You can avoid the restrictions of Internet service providers and firewalls.
  3. Customize the transfer rules. It is possible to freely set rules such as not accessing only a specific IP, and connection rules based on IP and domain.
  4. Various encryption options. There are a variety of encryption options for different situation. It also supports AEAD (Authenticated Encryption), which is currently the mainstream.

  UCSS uses the latest version of Shadowsocks and derived protocols rewritten in other language.

• What is a CN2 server?

  CN2 is China Telecom’s Next Generation Carrying Network. It features low latency, no packet loss and freeze rates. Imagine the usual internet as an ordinary road and the CN2 route as a highway. Due to their 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 two points across countries. Unlike public lines, it is almost entirely unaffected by the outside network. It features high communication stability, zero packet loss, zero jitter and extremely low latency.

  Additionally, IPLCs have the advantage of circumventing Internet censorship, an important consideration when connecting to countries like China. They provide secure and stable communication without being blocked.

  Because of these features, IPLCs are ideal for customers in fields such as online gaming and FX where line quality is a top priority. IPLCs are expensive, but their performance is ideal in every other respect.

• Can I use WireGuard Protocol?

  UCSS does not provide WireGuard® as the protocol the customers can choose. But, we have already applied for WireGuard at the system and server level since 2018. Not only It’s an excellent protocol for some purposes, but it also has some problems.

  1. QoS of Internet Service Provider(ISP). Some ISPs have restrictions on UDP forwarding. That’s why UDP forwarding may not be possible or significant slowdown issues may take place.
  2. No Packet Obfuscation. Because of its clear characteristics as a VPN protocol, it’s easy to be blocked by a firewall or ISPs could limit internet speed. As it is stated on the WireGuard official website, there seem to be no plans to implement packet obfuscation technology.
  3. Difficulty in Setting Transfer Rules. Currently, it is not possible to implement a set of transfer rules which automatically change the server matching the connection destination according to domain or IPs.

  The protocol currently applied by UCSS has the following advantages over WireGuard.

  1. Not Affected by QoS. UCSS protocol is mainly TCP transfer and also supports UDP. Communication is possible without being affected by the restrictions of the ISP.
  2. Packet Obfuscation. Since it can be disguised as a packet very similar to HTTP, it is difficult to be blocked by a firewall and is free from the speed limit of ISP.
  3. Security Level Equal to or better than WireGuard. All UCSS connections are secured with the same AEAD (Authenticated Encryption) as WireGuard. Unlike WireGuard, latest Shadowsocks is known as Post-Quantum Resistance Protocol.
  4. Better Communication Efficiency than WireGuard. One of the characteristics of WireGuard is its high transmission efficiency compared to traditional VPN protocols. But, the protocol of UCSS enables connection with far greater efficiency than WireGuard.
  5. Easy to Set Transfer Rules. Communication rules can be freely set according to domain or IPs such as connection rules except for China IP.

Services

• What is the difference between each plan?

  Based on our server infrastructure, we classify our service into two categories: one for China, and one for all other regions. We offer two service plans in each category.

  For China

  • UCSS plan
  • UCSS Low Ping Plan

  For regions other than China

  • Global plan

  The “Low Ping” plans is designed for customers who require extra low ping. These customers will connect to our servers through dedicated international lines. We charge a higher price for these plans, but they feature near-zero packet loss and low latency.

  The Global plan is a service for regions other than China. We provide GA server that can connect with low latency, which is ideal for games.

  Please note that the Global plans may not be available in China and the UCSS plans may not be available outside of China.

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

  We are unable to change from a 3-month plan to a 1-year plan, because those services use different rule. If you have purchased a 3-month plan, you may upgrade to a 1-year plan when your first plan expires. You may, however, increase or decrease your plan’s traffic volume at any time from the service screen.

• Does it support Netflix?

  Yes. Netflix is available from locations in Japan, Korea, USA, Hong Kong, Taiwan, Singapore and UK. We are considering expanding the region according to the customer’s request.

• Which server can I use?

  The available nodes (servers) are as follows.

  UCSS Plan (Optimized for China)

  • Japan
  • Korea
  • USA
  • Singapore
  • Hong Kong
  • Taiwan
  • Thailand
  • India
  • Australia
  • UK
  • Germany
  • Netherlands
  • Canada
  • Server for Bit Torrent

  UCSS Low Ping (Optimized for China)

  • Japan
  • Korea
  • Hong Kong
  • USA

  Global Plan (for users outside China)

  • Japan
  • Korea
  • USA
  • Canada
  • UK
  • Germany
  • Netherlands
  • Australia
  • India
  • Singapore
  • Taiwan
  • Hong Kong
  • Other
  • Accelerate Server (Japan, Korea, USA)
  • Russia Optimized Server (Japan, Korea, USA)

  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 via system VPN. It supports almost all software regardless of UDP and TCP.

• How many devices can be connected simultaneously?

  UCSS and Global Plan are each limited to 3 devices at a time. We must limit the number of terminals in use to reduce the risk of IP blocking.

• What are details of custom order?

  You may place a custom order. We require the following information for custom orders:

  • Which country should your IP address be allocated to?
  • What is the (approximate) download speed you require?
  • Do you require low ping service?
  • How much data traffic per month do you need?
  • What is your monthly budget for this service?

  Please note the following restrictions on custom orders:

  • The minimum contract period is 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 will reset on the same day of each month, based on the date of purchase. For example, if you purchase a plan on July 15th, traffic will be reset before noon on August 15th, and then again on September 15th and so on.

• Can I increase monthly traffic volume?

  Yes. After logging in to the account area, you can increase the monthly traffic volume from “YOUR ACTIVE SERVICES” > “Chose your plan” > “Change Traffic”. The increased service charge for the first billing period will be prorated based on the number of days remaining until your next scheduled payment. If you choose to downgrade your monthly traffic volume, the prorated difference in price will be applied to your next payment.

• Where can I check the remaining traffic?

  You can check remaining traffic in real-time traffic from “YOUR ACTIVE SERVICES” > “Choose your plan” after logging in to your account. You can also check from “Account” if you are working in UCSS for Windows or UCSS for Mac. You can check your remaining traffic for the current month, but not how much you used any previous month. In order to protect users’ privacy, traffic data for the prior month is deleted when the month ends.

• Can I carry over the excess packets to the next month?

  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 who value service quality over price. Therefore, we provide expensive, high-quality lines that most common VPN providers aren’t willing to pay for. Common VPN offers, such as unlimited data or simultaneous connections for several devices, would make our service too expensive for most customers.

  Therefore, our service limits monthly traffic so that we can offer expensive but stable lines to all customers at a reasonable price.

  Please note that we never limit the bandwidth of communication, only the amount of monthly traffic, so that all customers will 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, a monthly limit of 50GB will not inconvenience you at all.

  For heavy Internet use, the UCSS plan offers a 500GB/month limit. If you need even more than 500GB/month, we offer custom plans.

• 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 past traffic usage?

  All traffic data prior to the monthly reset date is deleted for privacy protection, so it cannot be viewed past a monthly reset date. You can check the real-time traffic from “YOUR ACTIVE SERVICES” > Choose your plan after logging in to your account.

Billing

• How can I ensure continuous service?

  For credit card payments, your plan will renew automatically by default. Cryptocurrency and Alipay do not support automatic payment. If you choose one of those payment methods, you will receive an invoice few days before the payment due date.

• How can I stop subscription?

  You can stop your subscription from the Client Area. Log in to the client area and select “YOUR ACTIVE SERVICES” > Choose your plan > “Subscription Cancellation.” If you have purchased more than one subscription, select the subscription you want to cancel.

• What kind of payment method is available?

  Through our partnership with Stripe, we accept most major credit cards and Apple Pay. We also support Alipay and major cryptocurrencies.

• Are there any affiliates available?

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

Connections

• What should I do if I can’t connect?

  First, check to see that you are properly connected to your Internet service provider. Then, please check “Remaining traffic” from “Your Active Services” on your UCSS account page. If you have traffic remaining for the month, try connecting to a different server. If you are unable to connect to a different server, please submit a support ticket.

• How should I choose my server?

  All UCSS servers are optimized for the top 3 internet providers in China, so you can choose 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. You will be able to connect as long as there is no restriction on the port. Our UCSS Shadowsocks protocol is able to connect effectively in all areas, even those with strict Internet regulations, including Russia, Indonesia, Vietnam, Iran and the Middle East. It is also able to connect effectively when Internet service providers use speed control measures.

  Please use the Global plan when using our service 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 through Chinese censorship), so there is no chance that you will be disconnected because of blocking. It is possible that we might not be able to connect to China in the future, but the probability is low. We specialize in connecting from China, and our service is designed for that purpose.

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

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

  The Republic of Korea enforces limited internet restrictions. You may not access any websites offering adult content or any other type of content restricted under the laws of the Republic of Korea through servers located in the Republic of Korea.

• Can I connect company’s server via VPN?

  It is possible to connect Shadowsocks over VPN. You would use Shadowsocks to connect to the UCSS server and from there to your company VPN.

App

• Do you support proxy sharing?

  Yes. For details, please refer to our tutorial page for Windows and macOS.

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

  If you choose to use social login with the UCSS app, you will need to create a new password. From the login screen of your account, select the social service you will be using, enter your user name, and select the “Forgot my password” options. Follow the instructions to create a new password for that account.

• Can I use the VPN kill switch?

  Yes. It is enabled by default only when using global mode on UCSS for Windows and UCSS for macOS. If you cannot connect to our server for some reason while connecting to our server, apps will automatically block the network connection to prevent the local IP from leaking. If you manually disconnect, the kill switch will also be automatically released.

• How should I choose the mode?

  You can use the modes Global and Smart Routing from the UCSS app. The main differences are as follows.

  Global:  All traffic through the UCSS server
  Smart routing: China IP site is bypassed, other traffic through the UCSS server

  Smart routing is a mode exclusively for the users in China mainland. Please be sure to use the global mode when using the game or using the global plan regardless of whether you are in China or abroad. Please refer to “Tutorial” for detailed application information.

Privacy

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

  UCSS places the highest priority on your privacy. We don’t keep activity logs or DNS queries that tell you who visited which website and when. We only record packet usage for each account.

  In addition, we do not record data such as the global IP of the access source when accessing our nodes outside of the Republic of Korea.

• How do you manage the account information?

  We contract with WHMCS, 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?

  We focus on the security of communications, and all communications are protected by strong encryption.

  UCSS communication is protected by the same AEAD (Authenticated Encryption) as WireGuard®. Also, due to the structure of the protocol, unlike WireGuard, it is strong in quantum computer analysis. In addition, we added one more TLS layer to our transport protocols, which increases security and helps ensure anonymity.

  We uses an encrypted in-house DNS server, and communication to the DNS server is also strongly encrypted.

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

• Is social login secure?

  We do not collect or analyze any SNS login information. You may register by email or SNS. Depending on how your SNS is configured, it may provide better security than an email address and password. Please use the registration method that you prefer.