Panel tickets
Account status, plan changes, refund requests, subscription import and connection issues all go here. A ticket automatically includes your account and current plan, so there is no need to paste purchase records.
Open a ticket
Subscription support · 90+ countries
Contact & support channels
Panel tickets are the main entry point and cover account, order, subscription import and connection issues; billing and refunds go by email, and short questions go to Telegram. Each of the three channels has its own use case — pick the one that matches your issue and submit there.
Three channels
Pick a channel by issue type
Tickets carry your account context, so they resolve fastest; email is best when you need a written record or reconciliation; Telegram suits short questions only.
Best for billing checks, payment receipts and refund confirmations — anything that needs a written record. The address is included with your order confirmation and is also shown on the support page in your panel.
Replies in 1–2 business days
Telegram
Suited to short questions and status checks, such as whether a particular route is currently working. The channel address is posted inside the panel; instant replies are not guaranteed and messages are handled in the order received.
Handled in the order received
Response expectations
Response times by channel
The table below shows expected first-reply windows, not minute-level promises. Issues that need several rounds — refund verification, route troubleshooting — will take longer overall.
| Channel | Use case | Expected first reply |
|---|---|---|
| Panel tickets | Account status, plan changes, refund requests, subscription import, connection issues | Submitted during business hours: usually within 1 business day |
| Billing checks, payment receipts, refund confirmations | 1–2 business days | |
| Telegram | Short questions, service status checks | Not instant; handled in the order received |
Response times are counted in business days and exclude weekends and public holidays. Submitting the same issue on several channels will not speed things up — scattered records actually make it harder to verify.
Before you submit
Four checks that save a round trip
Most tickets need several rounds because the information cannot be verified. Include these four points and the issue is usually located in one round.
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Current plan and remaining data
Sign in to the panel; the overview page shows your current plan tier and this month's remaining data. Adding both to the ticket rules out "did I run out of data" straight away.
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Platform and client version
Say whether it is Windows, macOS, iOS, Android or Linux, plus the client version number. Clients come from the download page in the panel; the version number is on the client's About or Settings page.
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Exact symptoms and when they started
Note which route, when it started, and whether it reproduces every time or only occasionally. If only one route is affected and the others are fine, that one sentence saves most of the troubleshooting steps.
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What you have already tried
Which routes you switched to, whether you restarted the client, whether you changed networks. Suggesting steps you have already done is the most common cause of ticket ping-pong.
Service boundaries
Scope of support
Clear boundaries save time on both sides. The two columns below list what support can help with and what falls outside its scope.
Can help with
- Checking account and subscription status
- Plan changes and upgrade price differences explained
- Refund requests and confirmation of receipt
- Subscription import and client configuration
- Route troubleshooting for connection issues
Out of scope
- Operating third-party devices on your behalf
- Managing accounts and passwords for you
- Resolving account issues on third-party platforms themselves
- Providing third-party platform accounts or content
FAQ
Common questions about contacting support
Six questions and answers on channels, refunds and subscriptions; the figures in the answers match the pricing and terms pages.
How do I request a refund?
This service offers a 7-day money-back guarantee. Just submit the order number in a panel ticket — no reason required — and the amount is returned via the original payment method once verified.
No email address was entered at sign-up — how do I reach support?
Sign-up needs only a username and password, no email address required. Tickets are submitted inside the panel and work as soon as you are signed in. The email channel is for billing and refund receipts; the address is posted on the support page in the panel.
What should a ticket include?
Plan tier and remaining data, platform and client version, the name of the affected route and when the problem started, and what you have already tried. Include all four and the issue is usually located in one round.
Can I share my subscription link with a friend?
No. A subscription link works like account credentials — anyone with the link can consume the account's data. For multiple devices, add devices under the same account; simultaneous connections are unlimited.
A route will not connect — what should I check first?
First switch to another route in the same region inside the client to see whether the problem is a single route or all of them; then check the remaining data on your current plan. If both are fine and it still will not connect, put the route name and the time it appeared in a ticket.
How is the price difference calculated for a mid-term upgrade?
For a mid-term upgrade, the price difference is prorated by the remaining days. The checkout page shows the amount due, so there is nothing to calculate yourself.