Support channels · tickets first

VPNVan Contact Support

Account, subscription, refund and route issues all start from this page. In-panel tickets are the main channel; email and Telegram cover log attachments and short questions. Official addresses are published in the user panel only.

Submit a ticket Visit the Help Center
  • 100+ countries / 240+ routes
  • Unlimited devices
  • 7-day no-questions-asked refund

Channels

Three channels, split by issue type

Use tickets for anything that needs a paper trail or attached records; email when the description is long or logs are involved; Telegram for questions that fit in one line. Pick one channel per issue — duplicate submissions only push your case further back in the queue.

In-panel tickets

Recommended · full record kept

Sign in and submit from the tickets page; account, subscription, refund and route issues are all handled there. Follow-ups and extra material stay under the same ticket, so there is no need to open a new one.

  • Account, sign-in and subscription status
  • Plans, data packs and refund requests
  • Route failures and client errors

Expected responseWeekdays in the order received, first reply usually within 24 hours; weekends and public holidays may take longer.

Open a ticket

Email

Best for attachments and long descriptions

When you need to attach client logs, several screenshots or long reproduction steps, email gives you more room. The official address is published in the user panel — sign in to see it.

  • Log files and multiple screenshots
  • Longer reproduction steps
  • Conversations you want in writing

Expected responseReplies within 1–2 business days; for anything urgent, open a ticket first — it is faster.

Sign in to see the address

Telegram

Best for short questions

Quick status checks and one-line confirmations are easier on Telegram. The official account and channel are also published in the user panel; your password and subscription URL never need to be sent to anyone.

  • Status checks and announcement confirmations
  • Short questions that fit in one line
  • Complex issues are routed back to tickets

Expected responseOnline at varying hours on weekdays; instant replies are not guaranteed. For anything that needs item-by-item checking, please use a ticket.

Sign in to see the account

Tickets

Give everything at once, skip a round trip

How many back-and-forths a ticket takes depends mostly on what that first description says. On the left: what to prepare before submitting. On the right: the four stages a ticket goes through from creation to close.

Have these four ready before you submit

Fill in as many of the four as you can; leave anything you are unsure about blank rather than guessing.

  • Username and order number: the order number is in the panel's order history, and a refund request must include it.
  • Device and client: which of Windows / macOS / iOS / Android / Linux, plus the client name.
  • The route that is failing: for example the Hong Kong IEPL dedicated line or the Singapore direct route, plus roughly when the problem started.
  • Symptoms and reproduction steps: cannot connect at all, connects but the target site will not load, or noticeably slower speeds — each points to a different diagnosis.

Subscription URLs and account passwords are private credentials. If you need to paste a configuration into a ticket, redact the subscription URL and password first and keep only the parts relevant to the issue.

The four ticket stages

  1. Submit: on the panel's tickets page, write a clear subject and description, and attach the material you prepared above.
  2. Confirmed: once created, the ticket appears in your list, and all further replies stay under it, so there is no need to submit again.
  3. First reply: handled in the order received on weekdays, usually within 24 hours; if more information is needed, the reply will say exactly which items are missing.
  4. Resolution and close: route issues get an alternative route in the same region or client settings advice; refund requests are handled under the 7-day no-questions-asked policy, with the money returned to the original payment method.

Self-service

Check these first

A good share of connection, speed and billing questions are already answered in our docs and diagnostic tools, so there is no need to wait for a reply.

Help Center Categorized Q&A on accounts, connections, routes and billing Guides Step by step, from sign-up to your first connection Network check See your current exit IP and where it is located Servers and routes Route types and streaming support by region Plans and pricing Prices for the three monthly plans and the data packs Full manual A long read, from choosing a plan to day-to-day upkeep

FAQ

Five questions we get most before people write in

How long until I get a reply after submitting a ticket?

Tickets are handled in the order received on weekdays, with a first reply usually within 24 hours; weekends and public holidays may take longer. If more material is needed, the reply appears under the same ticket, so there is no need to open a new one.

Where do I find the email address and the Telegram account?

Both are published in the user panel — sign in to see them. Ignore any “official email” or “support group” you come across elsewhere, and never send your password or subscription URL to anyone.

How do I request a refund?

Submit a refund request from the tickets page with your order number and the reason. Refunds are no-questions-asked within 7 days and go back to the original payment method.

What if I forgot my password or cannot sign in?

Sign-up only uses a username and password — no email address — so recovery runs through the reset flow on the sign-in page. If that does not work, open a ticket through whichever channel you can reach and include your username and roughly when you last paid.

What should I include when reporting a route problem?

The route name, when the problem occurs, the platform your client runs on, and the exact symptom: cannot connect, connects but the target site will not load, or noticeably slower speeds. Run the network check first to confirm whether your exit IP actually changed — that makes it much faster to pin down.

Start Free