Support & Tickets
Keep questions and support history together in a portal ticket, where you can add details, verify orders, and follow up on replies.
If you’re prompted to sign in after opening the ticket page, log in to the relevant account before submitting your request.
Open a ticketContact Options & Reply Times
Customer portal tickets
Use tickets for account access, subscription status, client connections, order payments, and refund inquiries. For account- or order-related issues, submit from the relevant account and add any follow-up details to the same ticket to keep the full context together.
This page does not specify a response time or promise an immediate reply. Handling time depends on the complexity of the issue and whether more information is needed. Check your ticket replies in the customer portal for updates.
Email & Telegram
Customer support email and Telegram details have not been published, so this page does not link to either channel. Please use the customer portal ticket system. Verify the source of any external account claiming to be support, and never send it your account credentials or subscription details.
What to Include
Start by explaining what you expected to happen and what actually happened, then include information directly related to the issue. Specific details help distinguish between account status, client settings, route selection, and other possible causes.
- Account & Subscription
Describe the page where the issue occurred, the steps you took, and the subscription status shown in the portal. Never share your password. If you can’t sign in, check the message on the login page first to avoid confusion from repeated attempts.
- Connection & Access
Include your platform, client name, selected route, approximate time of the issue, and whether access failed everywhere or only on a specific website. Copy the exact error message and say whether the issue still occurs after switching routes.
- Payments & Orders
Include the relevant order number, selected plan, payment method, and status shown on the order page. Payment methods include Alipay / WeChat Pay / USDT. In screenshots, show only what’s needed to verify the issue and hide unrelated transaction and personal information.
- Refund Inquiries
This service offers a 30-day no-questions-asked refund. Submit a ticket with your refund request and the relevant order number. See the Terms of Service for full details.
Before you submit: Do not include passwords, full subscription links, access credentials, or payment keys in tickets or screenshots. If a connection screenshot contains subscription details, redact them before submitting.
Ticket Follow-Up & Troubleshooting
To add information, reply to the original ticket and describe what’s new or what you’ve already tried. Submitting the same issue again can split up the conversation. If the issue is resolved, you can also update the original ticket.
- Haven’t finished setting up your client? See the Quick Start Guide. Download clients through the customer portal.
- Need help choosing a route? Read the Server and Route Guide, then describe the issue in relation to the destination you’re trying to access.
- Need to check traffic or billing rules? See Plan Pricing. Monthly subscription traffic resets each month on the activation date. Data add-ons remain available until used and never expire.
- Having trouble accessing a specific streaming service? Check Streaming Support. When reporting the issue, specify whether it occurs when opening the website, signing in, or playing content.
Support FAQs
Where can I check replies to my ticket?
Sign in to the relevant account, open Tickets in the customer portal, and select your original ticket to see its status and replies. Reply to the same ticket if you need to add more information.
Do I need to provide my full subscription link for connection issues?
No. Provide your platform, client name, selected route, error message, and steps to reproduce the issue. A full subscription link contains account access information and should not be shared in screenshots or support requests.
What happens to my remaining time if I upgrade mid-cycle?
The price difference for a mid-cycle upgrade is converted into remaining days. If you need to check the result shown in the portal, submit the relevant order number and a screenshot of your subscription status in a ticket. See the plan page for pricing.
Can I follow up by email or Telegram?
Contact details for these channels have not been published. Add information to your existing ticket in the customer portal and check for replies. This page does not specify a response time.