VPNWhen / Support
Having connection trouble, unable to import a subscription, or need help checking an order? Submit a ticket through the user panel. Keeping the issue and account details together makes it easier to share information and track progress.
You must be logged in to submit a ticket. No email address is required; create an account with a username and password.
Use tickets for connection troubleshooting, client and subscription issues, order checks, and refund questions. Add information to the same ticket to keep the full conversation in one place.
Replies appear in the ticket center. Log in to the user panel to check for updates.
View TicketsNo public support email is listed on this page. Send account, payment, or refund details through a ticket in the user panel. Do not send them to unverified email addresses.
For email support, use the ticket system instead to keep your request within a verified channel.
No Telegram support account or group is listed on this page. For help from the support team, describe the issue in a ticket through the user panel.
Do not rely on a username or profile picture to verify someone’s identity, and never share your account credentials with strangers.
Include your platform, client name, selected region, route type, and the approximate time the issue occurred. Say whether you cannot connect, cannot access services after connecting, or get disconnected while using the service.
If only one website or app is affected, include its name, the exact error message, and what happens after switching routes. Hide personal information in screenshots.
Say whether the issue occurs when signing in, retrieving, importing, or updating your subscription, and include any on-screen message. Supported platforms include Windows, macOS, iOS, Android, and Linux.
Get clients through the user panel. You must be logged in to retrieve your subscription. Check the panel for iOS access requirements.
Include the order number shown in the user panel, selected plan, payment method, and current order status. If the status has not updated after payment, attach proof of payment and hide any details not needed for verification.
Payments are accepted via Alipay / WeChat Pay / USDT. Refunds are available within 14 days; see the Terms of Service for details.
Passwords, full subscription links, and payment verification details are sensitive credentials. Do not include them in tickets or screenshots. Start with the error message and what happened; redact any credentials from logs before sharing them.
Response times depend on the number and type of open issues and how much information you provide. No fixed response time is offered. Check your ticket status and replies in the ticket center. If you have more troubleshooting results before receiving a reply, add them to the existing ticket.
Connection issues may require checking your network, client messages, and route selection. Order issues may require payment verification. If support asks for more information, reply in the same ticket to keep the conversation together. If the issue is resolved, you can add an update to the ticket.
First, make sure your local network is working and your subscription is active in the user panel. Then refresh the subscription in your client and try another route. Note what changes after each step to help identify whether the issue is with your network, client settings, or route. For basic steps, see the getting started guide.
Add updates to the original ticket to keep the earlier error messages and troubleshooting advice together. Submit a separate ticket for a new, unrelated issue, using a brief title to describe it.
First, check your username and password at the user panel login page, and review any on-screen messages. If you still need help, see the account and connection guides in the Help Center. Keep your credentials secure and never send your password to someone you do not know.