Tickets are the fastest route: submit after signing in and they join the queue in the order received. The email and Telegram addresses are published inside your account panel — always use the details shown there.
Use tickets for billing, subscription and route issues; email for long descriptions you want on record; Telegram for service status and route changes. Each channel has a fixed role, so there is no need to post twice.
Submit from your account panel after signing in — the ticket automatically carries your account and order details, so there is no need to confirm identity again.
Response: handled in the order received, with billing and subscription cases first
Submit a ticketBest for issues that need screenshots, logs or a long description. The address is published inside your account panel — always use the details shown there.
Response: usually within one business day, longer on public holidays
Sign in to see the addressService status and route changes are announced here, and short confirmations are welcome. Complex issues are redirected to tickets so they can be tracked properly.
Response: announcements only — no account actions handled here
Sign in to see the channelTickets are submitted after signing in, and registration needs no email address — a username and password are enough. The email and Telegram addresses are published only inside your account panel after sign-in; always rely on the latest details shown there.
Most problems already have matching steps in the help center and the troubleshooting guide. Working through them by symptom is usually faster than waiting for a reply.
Four categories — account & subscription, connection & troubleshooting, speed & routes, billing & refunds — cover the common questions: registration and login, subscription import, route selection, charges and refunds. Most answers are here. Go to: Help center
Nothing connects at all, connects but pages won't load, slow speeds, evening peak congestion, frequent drops, subscription update failures, one app not going through the proxy, DNS errors — each has a diagnostic flow and self-check steps that rule out most causes. Go to: Troubleshooting guide
List the steps you have already tried in the ticket so support does not have to reproduce everything from scratch — it saves a round trip. The ticket form is in your account panel, available once you sign in. Submit a ticket
The more specific the information, the faster the diagnosis. If key details are missing, support has to ask a follow-up question first, which pushes your case back in the queue.
Never put your account password, a full subscription link, complete payment account details or unrelated browsing history in a ticket. Truncate subscription links at the domain — support only needs information about the problem itself.
Knowing what support can and cannot handle tells you who to ask before you submit, saving a round trip.
7-day no-questions-asked refund. Submit the request from the orders page in your account panel; including the order number in the ticket speeds up verification. Refunds go back to the original payment method, and the time to arrive depends on that provider's processing.
Five questions about contacting support; everything else is organised by category in the help center.
No. Registration only needs a username and password, and submitting a ticket only requires being signed in — no email address is needed at any point.
Tickets are handled in the order received, with billing and subscription issues first. Duplicate submissions are merged into the original ticket, which actually slows things down; a ticket with complete information usually gets an answer in one round.
First confirm the subscription link is complete and that the client version and system time are correct, then try another route. If it still fails, include the client version, the exact error text and the affected route name in your ticket — that makes diagnosis much faster.
Check the order status on the orders page in your account panel first. If it still shows as unpaid, open a ticket with the order number and payment time. Alipay, WeChat Pay and USDT are supported.
Both addresses are published inside your account panel after signing in. If they change, the latest details shown in the panel are the ones to use.