FAQ
What are human customer support working hours? 
Human agents handle tickets, emails, and similar channels during standard Singapore business hours.
- Hours: 9:00 AM – 6:00 PM daily
- Time zone: UTC+8 (same as Singapore, Beijing, Hong Kong, and other GMT+8 regions)
Requests sent outside these hours are handled on the next business day. For urgent connectivity checks, see our FAQ or in-app help first. Thank you for your patience.
Why are servers fast at peak hours? How does the Mainland China–Hong Kong dedicated line keep service stable?
Many people ask whether a VPN gets slow or flaky during evening peak hours. For users in Mainland China, our design relies on contracted dedicated circuits between Mainland China and Hong Kong: you get committed, non–best-effort bandwidth on a path that does not compete with the busiest public international internet exits at night. The cross-border access leg therefore usually stays low-latency and predictable at peak times, on carrier-grade private connectivity with the SLAs that come with it.
Important distinction: once traffic leaves our Hong Kong edge toward faraway destinations (for example services that only have a US front door), it crosses Hong Kong’s international interconnects and submarine segments. During Hong Kong peak hours, that international segment can congest. You may then notice a few sites or apps feel slower—that is usually the HK→destination path, not our Mainland–HK dedicated access “throttling.”
Major apps are generally optimized for Hong Kong and APAC with local or nearby points of presence, so day-to-day browsing rarely shows those effects. A smaller set of services that mostly live in the US and hit a busy path are more likely to feel slower at peak.
We have served the China market for sixteen years. Planned work, major events, and routing updates are announced through our official news feed; you can browse the archive at news and past notices.
Do I need a VPN when traveling to China? Can I use my international SIM card?
- Roaming is very expensive — often $10–15/day
- Speed is usually limited and may have daily caps
- Not suitable for long-term or high-volume use
- Buying a local SIM card (e.g. China Unicom, China Telecom)
- Using a secure VPN to bypass the GFW
- Search: Google, Bing (EN), DuckDuckGo
- Social: Facebook, Instagram, Twitter, Threads, Snapchat, X
- Messaging: WhatsApp, Telegram, Signal, Messenger, Line
- Streaming: YouTube, Twitch, Spotify, Netflix (partially)
- Cloud: Google Drive, Dropbox, OneDrive, iCloud (partly)
- Email: Gmail, ProtonMail, Outlook (unstable)
- News: BBC, CNN, NYT, Wikipedia (EN)
