This is a relay service for Internet connection. First, you connect to the host server of Koala VPN (in Japan) via the connection method called VPN from your PC in various areas of China. Then, you can access the Internet worldwide.
For example, you're less likely to be influenced by telecommunication regulations found overseas.
(You can view Youtube, Twitter, Facebook in China.)

* You need to have access to the Internet to use our service.

You have no problem so long as your device can make VPN connection by PPTP,L2TP and Shadowsocks method.
However, please note that we do not support the detailed setting method for each device.

Please don't worry. the same server is used both for the free trial and for the formal service after the trial service ends.

The contents of our service will not change. However, the connection speed varies a little depending on your use conditions.

You can set the same account (ID and password) to multiple devices, but cannot make connection at the same time.

If you happen to get connected at the same time, you will have poor communication.
If you want to make communication with multiple devices simultaneously, you can also apply for more than one plan (apply for additional plan) on the payment page.

It can be considered that the email cannot be sent properly from us to your email system due to a failure or anti-spam mail measures or security, etc.
If you still do not receive it after a while, please try to use a different email address.

Pay attention and check that, when using free email such as Gmail, Yahoo Mail, Hotmail, etc., mails may be automatically sent to the spam email folder.

We accept midterm cancellation (suspension of your account). However, the usage charge you have already paid cannot be refunded.
Please refer to the terms of use for details.

Please log in to My Page and set "continuous use" to OFF.
* Please cancel the continuous use by the day before your service period expires.

Please log in to My Page, and proceed with the subscription manually with the plan and the credit card you want to use by the day before your service period ends.
* Continuous use will be processed automatically with the plan and the credit card you have registered manually.

The credit card you have registered may have expired.
We're sorry for your inconvenience, but please proceed manually using your valid credit card.

For our service, we use emails to contact you.
In order to deliver notices regarding the start of use and service offering without fail, we need to confirm that emails can be exchanged normally between our server and you.
In email authentication, you cannot start application and registration until you click the URL noted in the email sent to you, so that spoofing by third parties can be prevented.

You may not use VPN connection properly depending on your device, line, router, etc.
Also, depending on connected countries or regions, there may be restrictions so that communication required for VPN connection cannot be made.
In addition, even if VPN connection is successfully made, special failures may occur like you cannot access a specific site that you want to view.

So, we always ask all the customers to use our service starting from the free trial.
Please make a formal application after confirming our service quality.

You can almost certainly connect by using the avoidance method provided on our website. However, we cannot guarantee 100% connection. Also, you can sometimes make connection and at other times not, due to infrastructure problems specific to China in some cases.

Many protocols are prepared for our service to avoid restrictions due to use environments as much as possible.

VPN connection service is widely used as a proxy for your connection. However, for its nature, it may be exploited as a foothold for unauthorized access. (Because our server in Japan can be routed from anywhere in the world)
For that reason, we use an external payment service to authenticate you. (To prevent unauthorized use). We apologize for your inconvenience.
Please rest assured that we do not manage any personal information you enter in the payment service (AQUAGATES).

Thank you for your understanding and cooperation.

Due to the nature of the service, we cannot provide refunds for services that have already been officially started.

Communication restrictions may be implemented without prior notice overseas (such as China), and connection problems may occur due to external factors, either in Japan or overseas.
First of all, check the availability and quality of the connection by using the free trial, and after fully understanding the above, please use our service for the formal period.

After the free trial period expires, you will be automatically transferred to the paid 1-month plan.

If you wish our reasonable long-term plans (3-month, 1-year, and 2-years plan), apply for a long-term plan during the free trial period.

The free trial period will not be lost by applying for the paid plan. After the free trial period expires, the number of days for the plan you apply for will be added.

For example, if you purchase the 1-year plan during the free trial period, you can use the trial period (14 days) + 1-year plan (365 days) = 379 days.

I have made an application by mistake. Is it all right? I have not made any payments yet.

There is no problem.
Do not make payment. No action is required.

We will proceed with the application so long as payment is completed.
Please rest assured that there is no problem even if the application for which you have wrongly made, such as extension of the period or the addition of the plan, is left unpaid.

However, once you have made payment, we cannot offer refund. So please be careful about the procedure.

Credit cards are accepted. (You can use cards with the logo of VISA, MasterCard, JCB, or American Express)

We are terribly sorry for your inconvenience.

・Case of application for new registration
To resume your payment, please click the "Payment procedure URL" in the email regarding "Notification of registration completion for your application" sent to you when you make an application.

· Case of subscription renewal or plan change
Please log in to My Page and resume payment from the "AQUA GATES" button displayed next to the plan you applied for.

Also, you can resume your payment by accessing the "Payment procedure URL" in the email regarding "Application for renewal of subscription" sent to you when you make an application.

We do not provide any application form for withdrawal and cancellation.
Please set the continuous use to OFF on My Page.
If you set the continuous use to OFF, it will be canceled automatically on the expiration date of your use plan.

You can not change the subscription plan in the middle of the service period.
When you purchase the plan you want, you will be transferred to the new plan after the period of you present subscription plan expires.

The last-purchased plan will be applied for the continuous use.
For example, if you purchase the 1-year plan before the end of the 6-month plan, you will be transferred to the 1-year plan from the next day after the 6-month plan is expired. Then the subscription will be automatically renewed to the 1-year plan.

You can make a setup even if you are not familiar with the special technical terms.
Please check the setting manual page for detailed setting methods.

The connection (communication) speed depends very much on your environment.
Even with the same device, you may not use our service comfortably depending on your location.
Also, as communication across countries may pass through many paths, the speed may significantly drop.
First of all, please check if you can obtain sufficient connection (communication) speed in the free trial.

You can use any device that supports PPTP and L2TP VPN connections.
However, to connect with our VPN server, you need the environment (line) to use the Internet.

Depending on your environment (route), packets may not be delivered sufficiently, or the VPN connection itself may be restricted.

Yes. you can do so.

However, for security reasons, please do not set up our VPN service connection to PC provided in a facility (devices that may be used by someone other than you).

Make sure to make a setup on your own device, and connect it to the LAN cable or Wi-Fi available at an airport or hotel.

Also, please be careful that you cannot make VPN connection properly depending on countries, regions, facilities or lines.

Depending on your security software and network device, the communication required for VPN connection may not be able to pass.

If you are using a router, please enable the setting such VPN pass-through (VPN multiple pass-through) so that PPTP/L2TP-type VPN connection can be passed.

(reference)
□ Router setting procedure manual (for Buffalo products)

* Names and setting procedures differ depending on manufacturers and models.

Please refer to your manual for detailed setting procedure, or contact the support center with the product name.

If the name (address) cannot be resolved by the DNS server provided by your Internet Service Provider, you will not be able to view a specific website.

For that case, you have a way to change the DNS settings of your device. However, we will not support the detailed setting procedure and operation contents.

* Normally, you do not have to change the DNS settings.
* Please try this method only when there is a problem with your device.


The following DNS servers in Japan are used for our VPN connection.

210.224.163.3
210.224.163.4

Please use the above addresses or DNS server addresses available in Japan.

* Please change the DNS not for VPN connection, but for Ethernet or WiFi connection that is used on the Internet normally.

* Please note that, if you change DNS, websites may not be displayed properly depending on your country and region.


◇ Windows (explained simply)

Right-click on the connection icon used for the Internet in the network connection to go to Properties, and then double-click Internet Protocol Version 4 on the Networking tab.
Enter the DNS server address in the Use the following DNS server addresses, and click OK.


◇ MacOS X (explained simply)

Select the connection you use for the Internet on Network in System Preferences.
Click "Advanced…" to show the DNS tab, and then click "+" in the DNS Servers: section.
Enter the DNS server address, click OK, and then click Apply finally.

First, please try the following measures just in case.

・ Reboot your modem and router.
・ Reboot your PC (device).
・ Reconnect 5 to 10 minutes later.
・ After deleting the VPN connection settings, try to make the settings again.
・ Check whether the service period has expired.

If you cannot still make connection, please contact the support center. We will check the connection status.

* Please note in advance that the investigation may take some time.
* We apologize for the inconvenience, but please wait until you get the investigation results.

Be careful that a specific connection may be suddenly restricted by your Internet Service Provider in some cases.