Support & Help
Account, order, refund and connection issues can all be handled by opening a ticket in your account panel; when you need to send screenshots, log files or a long description, email and Telegram are the better fit. All three entry points feed the same support queue, handled in the order received.
Channels
Which entry point to use depends on how long your question is, whether you need to attach files, and whether you want a record you can look back on.
Order and payment confirmations, refund requests, failed subscription imports and routes that won't connect all go through tickets. Your account details are already in the session when you submit, so there's no back-and-forth over identity; the outcome stays in the same ticket, and you can scroll back later to see what was decided.
Mainly used for service announcements and route maintenance notices, plus short questions that can be answered in a sentence or two. For complex issues that need logs, screenshots or an order number, a ticket is still the better route — the context won't get scattered across a chat log.
Preparation
Put all four items below into a single message — most issues can be pinpointed in one round without follow-up.
The username you set when registering in the panel. Registration needs no email address — username plus password is the whole credential — so including your username in a ticket lets support locate the account directly.
The order number is in the order history in your account panel. State whether you paid with Alipay, WeChat or USDT so the payment can be matched; for orders upgraded mid-term, mention the plan tier before and after the upgrade.
Say whether the problem is on Windows, macOS, iOS, Android or Linux, and give the client version number. A single account has no device limit, so if several devices are online at once, mention that too — it helps tell whether the issue is specific to one device.
The region and route name selected when the problem occurred, roughly what time, and the full error text or a screenshot. Routes come in three types — dedicated, relay and direct — so switching to another type in the same region for comparison helps tell whether it's an isolated case or a wider one.
Response times
The table below lays out how the three channels work. The support queue is handled in the order received and runs later at peak times; the figures here are typical, not a service-level promise.
| Channels | Best for | What to include | Expected first reply |
|---|---|---|---|
| Account panel · Tickets | Order and payment confirmations, refund requests, failed subscription imports, route connection issues | Username, order number, platform and client version | Usually within 1 business day on weekdays |
| Issues that need screenshots, log files or a long description | Screenshots or log files, reproduction steps | Same queue as tickets, usually within 1 business day | |
| Telegram | Service announcements, route maintenance notices, short questions answerable in a sentence or two | A description of the issue and your region | Announcements are pushed instantly; one-to-one replies depend on the queue |
Registration needs no email address — a username and password are enough. Because of that, account notifications and outcomes are all kept in tickets inside the panel, so treat the panel reply as authoritative; the support email and Telegram address are also provided inside the account panel, and the latest address shown there is the one to use.
FAQ
A quick scan before you submit can save a round trip.
On weekdays the first reply usually comes within 1 business day, and later at peak times. The queue is handled in the order received with no time guarantee; if you need to add information, append it to the same ticket so the context stays intact.
Open a ticket in your account panel with the order number and the reason for the refund. Orders within the 60-day money-back window are handled according to the process, and the outcome comes back in the same ticket.
State the client name and version, the import method you used, and attach a full screenshot of the error. You can first redo the steps for your platform on the Guides page — most failures come down to incomplete copied content or a system permission that wasn't granted.
First switch to another route in the same region in the client and try again, then check the route list page to confirm which services that region supports. If several routes behave the same way, put the region, route name and time window into a ticket so it's easier to tell whether the cause is on the network path or the site itself.
Alipay, WeChat and USDT. After paying, the order appears in the order history in your account panel; payment confirmation or an unusual order status can both be handled with a ticket.
There's no device limit — Windows, macOS, iOS, Android and Linux are all supported. If several devices are in use at once and only one has a problem, just note the platform and version in the ticket.
Self-service
Many issues already have full step-by-step documentation — working through it yourself is usually faster than waiting for a reply.
Sorted into four groups — account and subscription, connection and troubleshooting, speed and routes, billing and refunds — so look here first before asking.
Open the help center →Create an account, get the subscription, import it into the client, verify the connection — written out step by step for each platform, so you can follow along to the end.
Open the guides →Grouped by region, with route type and streaming support noted — check the target region here before switching routes.
Open the route list →