CONTACT / SUPPORT

Contact Support

For questions about subscriptions, routes, billing, or refunds, reach us through any of the channels below. Tickets are linked to your account and trackable, making them the best choice in most cases; for quick pre-purchase questions, Telegram or email works fine.

CHANNELS

Three channels — pick by issue type

All three channels are handled by the same support team; they differ in how information is kept and what each is best for. Not sure which to use? Just submit a ticket.

CH-01 · Recommended

Support ticket

Submit from your user dashboard after signing in. Tickets are automatically linked to your account and plan, progress is visible in the dashboard, and reply history stays on record — ideal for issues that need follow-through.

  • Subscription activation and plan changes
  • Route issues and connection failures
  • Billing issues and 60-day refund requests

Response time · Usually within 24 hours

Open the ticket page
CH-02

Email

Best when you need to attach screenshots or describe a problem in detail. Include your username (never your password), your client platform, and the route you were using — getting it all into one message cuts down on back-and-forth.

[email protected]

  • Detailed troubleshooting info and error screenshots
  • Payment receipts and invoice follow-ups

Response time · 1–2 business days

Send an email
CH-03

Telegram

Best for quick pre-sales questions and simple confirmations. For anything involving account, order, or refund actions, tickets are still the way to go — they keep a record and let you track progress.

t.me/vpntd_support

  • Pre-sales questions and plan inquiries
  • Quick yes-or-no questions

Not a ticket channel · For complex issues, please submit a ticket

Open Telegram
BEFORE-SEND

Have this info ready before you reach out

The more specific the details, the faster the problem can be pinpointed. Include the following in your first message to cut down on rounds of back-and-forth.

  • Your client platform and version — e.g., the Windows or iOS app, plus the rough version number;
  • The route name or region you were on when the problem occurred — e.g., Hong Kong IEPL or Tokyo Direct;
  • Roughly when the problem happens and how often — constant, or only at certain times;
  • A screenshot or the exact text of any error message, from the client interface or the web dashboard;
  • Troubleshooting steps you have already tried — e.g., switching routes, changing protocols, restarting the client.
Tip: Your subscription link is how clients fetch the route list. If you suspect it has leaked, reset it from your user dashboard, then re-import it once in each client; you can also explain the situation in a ticket and support will assist.
SELF-CHECK

Try self-service first for common issues

Some questions are already answered in our docs — checking there may be faster than waiting for a reply. The links below are grouped by issue type.

  • Connection failures or slow speeds: start with the connectivity checks and step-by-step troubleshooting in the Guides — most client-side issues can be pinned down at this stage;
  • Choosing routes and regional coverage: see the route types and selection tips on the Servers & Routes page;
  • Plan pricing, data packs, and upgrade rules: see the full details and comparison table on the Pricing page;
  • Access issues with ChatGPT and other AI tools: check the troubleshooting section of the Complete AI Guide to rule out exit-node and route factors first.

If your issue is not covered in the docs above, contact us by ticket or email with the details listed earlier.