Connecting a computer for the first time? Start with the setup process. Find feature explanations, FAQs, glossary entries and access to support tickets here.
Choose network ingress and egress for employee computers and branch routers. Use Gateway to connect devices, Connector to access target services, and Relay to link the two; generate configurations, set up traffic routing, manage members, and view connection and audit records in the customer console.
How do computers, phones, and routers connect?+
Computers and phones can use Surge 6, Mihomo (Clash format) or Shadowrocket subscription links. Routers and firewalls can use supported WireGuard, RouterOS or FortiGate/IPsec configurations. Each standalone configuration can be named and managed individually.
You need to provide your ownserver?+
Choose AXVIA-hosted or AXVIA-owned infrastructure, or connect an existing server from RFCHOST or KFCHOST through BYOG or BYOC. An existing SOCKS5 service can be connected through BYOP without installing an Agent.
Egress, rules and auditing
Can the ingress and egress be in different regions?+
Yes. Choose the Gateway ingress region and the Connector egress region separately, then establish the connection through a Relay. If an intermediate hop is needed, add a dedicated transit Connector; public internet access is handled by the final Connector.
What network is used between the Gateway and the Connector?+
Dedicated lines connect AXVIA-hosted and AXVIA-owned nodes. BYOG and BYOC servers are supplied by the customer; connection capacity depends on the customer’s server and provider network.
Cloud Pulse How do I use it on a device?+
Cloud Pulse is a separate SOCKS5 egress. A standard Relay’s WireGuard or RouterOS configuration can be bound individually after node capability and Connector checks pass. Supported routing policies can also select it. Other standalone configurations retain their own egress settings.
I changed the client traffic routing rules; how do employees get the update?+
After you publish the policy, the selected nodes provide the new version of the subscription configuration. Each member retrieves the update from their own original subscription link, then refreshes the subscription in the corresponding client; different clients require their respective link formats.
What happens when a designated egress is unavailable?+
If a resource specified by node rules or by a direct-mode Gateway’s default egress is unavailable, the corresponding access is blocked. If the Cloud Pulse bound to a standard Relay endpoint configuration is unavailable, its public internet access is also blocked. Without UDP capability, UDP requests cannot use that egress.
What is the difference between access audit and account operation audit?+
Access audit shows the destination domain or IP, protocol, port, traffic and connection count of the final Connector. Account operation audit traces account and member actions, and reviews the history of Relay creation, resource entitlements and BYOC resource takeover.
Team, billing and AI
Are rate limiting and traffic plans the same thing?+
Rate limiting sets the maximum rate per second, and the same value applies to both upload and download separately. A terminal can use its own limit or inherit the member policy. Traffic plans track cumulative usage; metering adds together the new upload and download traffic from the Gateway to the first peer, and single-hop or dual-hop traffic is counted only once.
When does auto-renewal attempt to renew?+
Auto-renewal for Gateway and Connector starts attempting 16 hours before expiry, using the account balance associated with that subscription or an authorised Stripe payment method. After auto-renewal is turned off, the current paid period remains valid; you can turn it back on if you need to continue using the service.
What can AI Use do for me?+
Connect AI to query topology, metrics and events, run diagnostics and generate remediation plans. Executing remediation requires separate pre-authorisation and also checks the plan, resources and node conditions. API keys can restrict resources, permissions, validity period and quota, and both calls and tasks are recorded in the audit log. Currently, remediation pre-authorisation applies only to nodes without an active Relay, and execution still requires the corresponding permission.
Can team users view billing?+
Users do not have billing or purchasing permissions, but they can view resources and use their own configurations. Administrators can manage resources, purchases, billing and audit, and can also manage users; owners additionally manage administrators and team ownership.
Receives the first tunnel segment and forwards traffic to the final Connector. It does not handle public internet NAT, Cloud Pulse egress or access auditing itself.
The link generated by the current member for the corresponding client; use it to import the connection configuration and also to obtain published rule updates from the same link.
Authorize AI access by resource, permission, validity period and quota; credentials can be rotated or revoked.
Technical and billing matters,continue in a ticket.
Sign in to the customer console and submit a ticket under Help & Support for technical issues, billing and payments, account permissions or product suggestions. Describe the device, connection, target address, time of the issue and error symptoms, and attach screenshots or diagnostic files.
Up to five attachments per message, each no larger than 20 MiB. Messages, attachments, authors, timestamps, assignees and status are retained in the ticket. You can continue replying while a ticket is resolved but not yet closed; once closed it becomes a read-only record, so open a new support ticket for a new issue.
