Contact & Support
Tickets, email and Telegram each cover different ground: what to prepare before you write in, and the order in which subscription, refund and client issues are handled. Pick one entry point from the routing table below — no need to submit the same issue through several channels.
Three channels
Tickets cover every issue type; email suits long reports with screenshots and logs; Telegram suits quick questions and route status checks.
Account, subscription, refund, client installation and connection problems all start here. A ticket carries your account and order context, so identity does not have to be re-checked each time.
Expected response: handled in submission order, with payment, total connection failure and account security issues first; first replies usually arrive within one business day of submission, and run longer on holidays and during widespread outages.
Submit a ticketBest for issues that need screenshots, log text or longer reproduction steps. The address is tied to your account and shown in the support area of the dashboard after sign-in; it is not published on this page.
Expected response: same queue as tickets; long issues with many attachments are better handled here, and reply timing matches tickets.
View in dashboardBest for confirming current route status, subscription announcements and short back-and-forth questions. The channel link is also shown in the dashboard after sign-in, so it can be matched to your account.
Expected response: short messages move faster during working hours; for orders and refunds, a ticket is still the better route so full details can be attached.
View in dashboardIssue routing
One issue type, one entry point, so you never have to re-explain the background. The table also lists what to prepare for each type.
| Issue type | Suggested channel | Prepare before submitting | How it is handled |
|---|---|---|---|
| Subscription and payment | Ticket | Order time, plan tier, payment method | Payment issues are prioritised |
| Refund request | Ticket | Order time, plan or data pack name | Handled under the 60-day no-questions-asked refund |
| Client installation and connection | Ticket / Email | Platform, exact error text or screenshot, route region | General issues handled in submission order |
| Route quality feedback | Ticket | Route region, time window, protocol used | Collected and investigated together |
| Account and sign-in | Ticket | Username, registration date, reproduction steps | Account security issues are prioritised |
| Plan selection advice | Ticket / Telegram | Everyday usage, approximate monthly data volume | General issues handled in submission order |
Prepare before submitting
A ticket with complete information needs no second round of clarification — usually one reply gives the conclusion or the next step.
Response timing: tickets and email are handled in submission order, with payment, total connection failure and account security issues first. Timing follows submission order and runs longer on holidays and during widespread outages; progress is visible inside the ticket.
Refunds: 60-day no-questions-asked refund — just submit the order time and the plan or data pack name in a ticket; no need to start the request on several channels.
FAQ
Tickets are handled in submission order, and first replies usually arrive within one business day; payment, total connection failure and account security issues come first. Holidays and widespread outages add delay, and progress is visible on the ticket page.
No. Submit the order time and the plan or data pack name in a ticket; the 60-day no-questions-asked refund follows the same process, and duplicate requests only lengthen the queue.
Both are shown in the support area of the dashboard after sign-in and are tied to your account, so issues can be traced by order. The address is not published on this page, which keeps unrelated mail out of the queue.
Work through the tutorial first: check that the subscription is still active, switch to another route and reconnect, restart the client. If it still fails, open a ticket with the exact error text, screenshots and the route region involved — that usually pinpoints the failing step in one pass.
Sure. The monthly subscription has three tiers: ¥9.9/month with 60GB, ¥18/month with 250GB and ¥28/month with 500GB; traffic resets monthly on your activation date, and mid-cycle upgrades are prorated against the remaining days. If usage is heavy and irregular, data packs come in ¥158/300GB, ¥358/1000GB and ¥658/3000GB, valid until used up with no expiry.
Alipay / WeChat / USDT. Once payment completes, the subscription and traffic are credited to the account; if it does not arrive, open a ticket with the order time.