Accounts and existing customers
Do I need a new account to use Nthbe?
No. Existing customers can sign in with their original account. Eligible remaining service stays with that account; installing Nthbe does not require buying it again. Check that the email shown in the app matches the one used for your purchase.
I cannot sign in or have forgotten my password.
Use password recovery, check the spelling of your email, and look in your spam folder. If you no longer have access to that mailbox, contact support with the account email and purchase reference. Do not create another paid account just to troubleshoot a login problem.
Downloads and installation
Where can I download the official app?
- iPhone / iPad: use the Nthbe App Store listing or the iOS download guide. Availability depends on your Apple Account storefront; the app is not available in the mainland China storefront.
- Mac: use the official Mac download page and follow the installation guide.
- Android: download the current APK from the Android page. Keep using the official update source.
- Windows: Nthbe currently has no Windows client.
Should I reinstall when something goes wrong?
Start by updating and restarting the app. Before reinstalling, record the error and confirm that you can sign in again. Reinstalling may reset local preferences or create a new device registration; it is not the first step for payment or device-limit problems.
Plans and renewal
Where do I purchase or renew?
Sign in with the account you want to use, then open Buy a plan. The pricing page and account purchase page follow the same website catalog. Check the selected plan, price, currency and account before paying. App Store offers can differ from website offers.
Will my plan work on Mac?
Check the plan's platform coverage. Mac access requires an eligible plan; a phone plan does not automatically include Mac. Choose a plan explicitly marked as including Mac, and use the same Nthbe account on each device.
Does renewal mean an automatic recurring charge?
Website purchases add the service time shown for the order; they do not by themselves set up an automatic recurring subscription. For an Apple purchase, check the product and renewal terms in Apple's confirmation screen. Review your active service in My plan.
Payment methods and verification
Which cards and wallets can I use?
Use the methods offered on your checkout page. Card availability, including Visa, Mastercard, American Express, JCB and UnionPay, depends on the payment channel, currency and issuing bank; a card logo is not a guarantee that every card will work. Some debit cards do not support the required online or cross-border transactions. See Stripe's card support details. Apple Pay is an option only when it appears on your device's checkout page.
Why do another customer's Alipay or WeChat options not appear for me?
These methods are available only for eligible accounts and selected purchase plans. Both your paid purchase history and the plan you are buying can affect availability. The current checkout page is authoritative; changing browsers does not change account eligibility. Other payment options remain available when shown.
My bank verification fails or the payment page is stuck.
- Enter the correct billing details and complete the bank's SMS or 3-D Secure prompt. Never invent a CVC/CVV; use another supported card if required details are unavailable.
- Keep one browser session and a stable connection through checkout and bank verification. Avoid changing lines mid-payment. If a browser extension blocks the verification page, disable that extension for this checkout and retry.
- If the page still fails on mobile, try an updated desktop browser. Ask the issuing bank whether the transaction was declined and whether online or cross-border payments are allowed.
- If money may already have been taken, check the order before paying again. A bank authorization or pending charge is not always a completed purchase.
How do I pay through the App Store?
Use an Apple Account in a storefront where Nthbe and its in-app purchases are available, and a payment method Apple accepts for that account. Do not share account passwords or verification codes. Apple handles App Store billing; website payment methods do not control the options in Apple's purchase sheet.
Paid, but the plan is missing
Do not buy the same plan again while checking a possibly successful payment. Follow this sequence:
- 1 · Match the accountCompare the app email with the account used to purchase.
- 2 · Check the orderConfirm whether it is paid, pending or declined.
- 3 · Refresh the planReopen the app or refresh the account page.
- 4 · Ask supportProvide the order reference if service is still missing.
Where can I find proof of payment?
For website purchases, check My orders. For Apple purchases, check Apple purchase history or follow Apple's purchase-history guide. Use the Apple Account that made the purchase. Payment confirmation can take time; there is no single guaranteed arrival time for every channel.
Should I use Restore Purchases?
If the app offers purchase recovery, use it with the original Nthbe and Apple accounts. Not every purchase type is restorable through Apple's restore mechanism; consumable items are an example. See Apple's restoration guidance. If the charge is confirmed but service is still missing, send support the receipt reference, amount, currency and payment time. Recovery does not transfer a purchase to a different Nthbe account.
Devices and account limits
How many devices can I use?
A standard account supports up to three registered app devices; the account's device page shows the applicable limit and available resets. Signing in through a browser does not add an app device. See My devices, or open device management in the app's settings.
I replaced a phone or reached the device limit. What should I do?
Review the registered devices, then use the reset action offered on the device page. A reset can keep a selected device and remove the others, or remove all registrations; read the confirmation before proceeding. Free reset allowances and any purchased resets are shown on that page. Removed devices may need to sign in again. Repeatedly reinstalling the app or trying to register another device does not bypass the limit.
Rules, Global and Direct modes
| Mode | What it does | When to use it |
|---|---|---|
| Rules | Chooses proxy or direct access according to routing rules. | Daily use; the usual starting point. |
| Global | Sends eligible traffic handled by Nthbe through the selected proxy, with local and Mesh exceptions. | Compare results when one site fails in Rules mode. |
| Direct | Does not use the proxy for ordinary traffic. | Direct access or comparison with the original network. |
“Global” applies to traffic Nthbe actually handles; app exclusions and system capture settings still matter. Changing proxy lines while using Direct mode will not fix a destination that requires the proxy. Mesh is private device access, not a substitute for an internet proxy line.
Connection and website problems
Where should I start if nothing loads?
- 1 · Original networkDisconnect Nthbe and check ordinary internet access.
- 2 · App and accountUpdate the app; check service time and VPN permission.
- 3 · Line and modeTry another compatible line; compare Rules and Global.
- 4 · Another networkCompare Wi-Fi with mobile data or a phone hotspot.
If the original network also fails, resolve that first. Use automatic date and time. If one change fixes the problem, record which one; there is no need to cycle through every line and every mode. Line-switch limits apply to the account, so wait for the displayed interval before trying again on any device.
Only one website, login verification or a challenge page fails.
Compare Rules and Global, then try an updated browser with interfering proxy or blocking extensions disabled for that site. Keep the same line during sign-in, bank verification and security challenges. Complete only the service's normal verification prompts. If failure continues, provide the site hostname, error text and time to support; do not send a sign-in link containing a token. A challenge or destination-side restriction does not by itself prove that the Nthbe connection is broken.
Connected, but slow or unstable?
Nthbe routes traffic; it cannot increase the bandwidth supplied by your local network. Compare a nearby available location and another network, pause large background transfers, and test the same destination. A “connected” status confirms the tunnel state, not that every destination is reachable. Do not run several VPN apps or browser proxy extensions at once while testing.
Platform-specific troubleshooting
Mac: signed in, but traffic is not using Nthbe.
Signing in is not the same as starting the tunnel. Confirm the app shows Running, that your plan includes Mac, and that required VPN or network-extension permission is granted. Use TUN with Rules for normal use, then compare Global if needed. Check App Rules for exclusions, disable conflicting browser proxy extensions, and compare Safari or a phone hotspot. Follow the Terminal and local proxy guide if you deliberately use an HTTP or SOCKS listener; do not copy old proxy ports into a new setup.
Android: disconnects after locking the screen, or stays on Loading.
Allow Nthbe to run in the background and review battery restrictions for the app; menu names vary by manufacturer. Confirm VPN permission and check for another VPN taking over. If Loading persists, reopen the app and compare another network before reinstalling. Keep the error and app version for support.
iPhone / iPad: cannot connect.
Update Nthbe, use the default connection settings, and approve its VPN configuration when prompted. You do not need to enter a manual TUN or SOCKS5 proxy address. Compare Wi-Fi and cellular data, and stop another active VPN while testing. If a bank or sign-in page fails, use the website troubleshooting steps above.
Contacting support
What information helps you investigate?
- Account or payment: Nthbe account email, order reference, payment channel, amount/currency and approximate payment time.
- Connection: device model, OS and app versions, Wi-Fi/mobile network and provider, chosen line, mode, exact error and failure time with time zone.
- What you tried: whether the original network works, and whether another line, mode or network changes the result.
Send an initial report through Contact support or in-app feedback. The website contact form accepts text; describe screenshots there and follow the support team's instructions for sending files. Review diagnostic logs and mask unrelated personal information. Never send passwords, one-time codes, full card details or CVC/CVV. Only provide a public IP address privately if support needs it for the investigation.
For setup details, return to the documentation. Read the privacy policy for how support information is handled.