Contact Support · Subscription and Usage Help
Contact & Ticket Support
If you have an account, order, or connection issue, first note the current status, then submit a ticket through the user panel. For subscription-related questions, sign in to the relevant account so the details can be checked.
Contact Options
User panel tickets
Use tickets for order verification, subscription status, client imports, connection issues, and refund questions. Open the ticket portal and sign in if prompted, then describe the issue according to the panel instructions. Keep the submission result shown in the panel; replies are also available there.
Email and Telegram
No support email address or Telegram contact is published on this page, so no related contact link or response-time information is provided. Use a user panel ticket for issues requiring account verification, and do not send account or payment details to contacts whose identity has not been confirmed.
Before You Submit
Connection and client issues
State the platform you are using, the client name shown on your device, and whether the issue occurs during installation, import, connection, or access to the destination service. Include the approximate time, the exact route name shown in the panel, and the complete error message. Note whether the same issue remains after changing routes or networks.
If only one website or app is unavailable, distinguish between a client connection failure and a destination service reporting an issue after connection. The platform account's region, subscription eligibility, and usage rules may also affect the result; connection status alone cannot identify the cause.
Orders and subscriptions
Prepare the relevant order ID, purchased plan name, the status shown in the panel after payment, and your current subscription status. Keep only the portion of the payment record needed for verification. Saying “paid, but the order has not updated” or “the subscription is missing in the client” is more useful for troubleshooting than simply writing “it does not work.”
Billing and Refunds
VPNPE offers a 7-day no-questions-asked refund. To ask about or request one, describe your refund request in a ticket for the relevant account and include the order ID. See the Terms of Service for the applicable terms. The result will be provided in the ticket reply.
If your question concerns traffic changes, first identify the product type: monthly subscription traffic resets each month on the activation date, and any upgrade difference is prorated for the remaining days; traffic packages remain available until used and never expire. Check the plan details, then point out any mismatch with the panel display in your ticket.
Self-service Resources
- Getting Started Guide: prepare the client, import the subscription, and verify the connection in order.
- FAQs: find information about accounts, connections, speed, and billing.
- Streaming Guide: distinguish network connectivity, content region, and platform account eligibility.
- Get the Client: sign-in is required, and eligibility to obtain the official installer is determined by the user panel rules.
If you cannot sign in, first check your username, input status, and the message shown on the page, then review the account FAQs. Creating an account does not require an email address. Keep your username and password safe, and do not include your password in the issue description.