Support channels

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This page is the single entry point for account, subscription, route and billing questions. Dashboard tickets are tied to your account and are the main channel for connection problems and refunds; email suits conversations that need attachments; Telegram carries route announcements. The ticket form sits inside your dashboard and opens once your account is set up — include your platform, route and order details and you will usually skip a round of back-and-forth.

14-day refund Dashboard tickets Email Telegram
Channel guide

Pick an entry point by issue type

All three channels feed the same support queue; what differs is how much information each one carries. Tickets are fastest for faults and refunds, while email or Telegram is easier for billing checks and announcements.

Main channel

Dashboard ticket

Connection errors, failed subscription imports, orders and refunds all start here. Tickets are tied to your account and already carry your plan and subscription details, so you don't have to repeat them.

  • Good for: connection problems / subscription import / orders and refunds
  • Queue: handled in submission order, billing and refund cases first
  • Follow-up: keep replying in the same ticket
Submit a ticket
Billing & receipts

Email

Best for conversations that need invoices, screenshots or a longer explanation, such as refund progress and payment checks. The exact address is the one shown in your dashboard after signing in; this page only explains what each channel is for.

  • Good for: billing checks / refund progress / receipt questions
  • Queue: same queue as tickets, delayed across time zones and public holidays
Address in dashboard
Announcements & short messages

Telegram

Mostly route maintenance notices and quick confirmations. For anything complex, a ticket is still the better route — screenshots and full environment details get it diagnosed faster.

  • Good for: route announcements / maintenance notices / quick confirmations
  • Queue: announcements take priority, no guaranteed reply time
Address in dashboard
How to submit

Run a quick check first

The support queue works in submission order, and a complete ticket is often resolved in a single round. The details below save the back-and-forth.

Include in your ticket

  • Platform your client runs on: Windows / macOS / iOS / Android / Linux
  • When the problem started, and which country or region route you were using
  • Protocol and connection state shown in the client (connected / connecting / failed)
  • For billing questions, the order number and payment method: Alipay / WeChat / USDT
  • Troubleshooting already tried: switching routes, switching protocols, changing networks

Order of handling and expected waits

  1. Joining the queue

    Tickets and email enter the same queue, sorted by submission time, with billing and refund cases ahead of the rest.

  2. First reply

    Tickets submitted on business days usually get a first reply the same day; cross-time-zone submissions and public holidays push that back.

  3. Following up

    Keep replying in the original ticket for the same issue — opening a new one loses the context and ends up slower.

Tip: refund tickets should include the order number and payment method so the order can be checked directly, with no back-and-forth.

Common questions

Questions asked before submitting

These cover most of what comes up before a ticket is filed; the channels and steps in the answers match the sections above.

How do I request a refund?

A 14-day refund is available, no reason required. Open a ticket in your dashboard with the order number and payment method (Alipay / WeChat / USDT) so the order can be checked directly.

The subscription import failed — what should I check first?

First make sure the subscription link was copied in full and the client is allowed to apply configurations, then import again. If it still fails, open a ticket with your platform (Windows / macOS / iOS / Android / Linux) and a screenshot of the error so it can be traced directly.

Speeds drop at peak hours — how do I tell whether it's the route?

Switch to another route in the same region and compare protocols; if only one route slows down, that route is the likely cause. Note the region and the time window in your ticket so it can be checked route by route.

How many devices can connect on one account at the same time?

No limit on the number of devices. The same account works on Windows / macOS / iOS / Android / Linux at the same time.

Where do I find the email and Telegram addresses?

They are the ones shown in your dashboard after signing in. This page only explains what each channel is for and how requests are ordered, and does not list the addresses.

Related pages

Start with the Guides and the Complete Guide

Client import, route switching and common errors are all covered step by step in the Guides and the Complete Guide; plan tiers, data pack rules and refund terms are on the plans page. Most questions can be answered before you ever open a ticket.

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