Account, order, connection and refund issues go through in-panel tickets first: tickets carry your account and order records automatically, so there is no need to re-verify your identity. Email and Telegram addresses are published inside your dashboard only; this page does not repost accounts relayed by third parties.
Account and order questions go to tickets, record-keeping enquiries go by email, and announcements and short confirmations go through Telegram. The split is fixed, and the order in which you submit does not change the queue.
Sign-in and account issues, subscription imports, orders and refunds, and route connection problems all start from the ticket form in your dashboard. Tickets carry your account and order context automatically, so you never have to re-describe your purchase; refund requests go through the same form and are handled under the 60-day money-back policy, with progress and the final decision updated inside the ticket.
Submit a ticketIf you can't sign in to the dashboard, or need a written record for billing and terms questions, use email. The address is published in the ticket page and account section of your dashboard; this page does not repost addresses relayed by third parties. Include your username and order number, and never attach your password, subscription link or payment receipt.
Sign in to view the addressService announcements, route maintenance notices and short confirmations are posted on Telegram; anything involving accounts and orders still goes back to tickets, because tickets carry the full account context. The account name is likewise published only inside your dashboard — a same-named account found elsewhere does not represent this service.
Response times are counted in business days and may slip during public holidays and periods of concentrated route maintenance; the ticket record is the authoritative outcome in every case.
| Channel | Issues covered | Expected response |
|---|---|---|
| In-panel ticket | Sign-in and account, subscription import, connection problems, orders and refunds | First reply within 24 hours on business days; complex issues are followed through to a conclusion in the ticket |
| Help when you can't sign in to the dashboard, billing records, privacy and terms questions | Reply within 2 business days | |
| Telegram | Service announcements, route maintenance notices, short confirmations | Mainly announcement updates; account issues move to tickets |
On timing: this service does not promise instant 7×24 replies. Tickets submitted overnight or on public holidays are handled on the next business day; when routes fluctuate across the board, the announcement is updated first and ticket replies follow.
If it still doesn't work after these steps, submit a ticket and state the client platform (Windows / macOS / iOS / Android / Linux), the route name, when the problem occurs and a screenshot of the error. Do not attach your password, subscription link or payment receipt.
The figures in these answers match the pricing page and refund policy; more detailed Q&A is organised in the help center under account, connection, speed and billing.
A 60-day money-back guarantee applies. Submit the request from the ticket form in your dashboard with your username and order number; progress and the final decision are updated inside the ticket.
Getting started needs only a username and password — no email address is linked — so recovery goes through manual verification: use the recovery option on the sign-in page, or open a ticket with your username and details of your most recent order, and the password is reset after verification.
Work through the checklist above: client version, plan status, system time. If it still fails, include the client platform and a screenshot of the error in the ticket — not the full subscription link.
First reply within 24 hours on business days, with delays during public holidays and concentrated route maintenance. Keep one issue in one ticket; duplicate submissions scatter the context.
Refresh the dashboard overview to confirm the plan status first; if it still isn't active, submit a ticket with the order number for a manual check. Payment methods are Alipay / WeChat / USDT — never pay twice for the same order.
State the region, the route name and when it happens (peak evening hours, for example), and say whether one route or several are affected at once, so it is clear whether this is a single point or a whole region.
Security note: support for this service will never ask for your password, subscription link or payment receipt outside a ticket. If an account claiming to represent this service messages you for that information, verify it through the ticket form inside your dashboard.
Fuller answers are in the help center; plan tiers and data packs are on the pricing page; refund terms are in the refund policy.