Contact & Support
Having trouble with a connection, subscription, or payment? Submit a ticket through your account panel. Your issue description and replies stay together so you can follow up easily.
Use a ticket for connection issues, subscription imports, order checks, plan changes, or refund requests. Sign in to your account panel, open the support page, and describe what happened and what you need help with.
Check for replies in your original ticket after submitting it. If support asks for more information, reply in the same ticket to keep the context together.
Submit a Support TicketNo public contact email is currently available. For account, order, or connection issues, please submit a ticket through your account panel.
Email is not currently used to handle support requests, and no email response time is specified.
No public Telegram contact account is currently available. To check on a ticket or provide additional information, please use the support ticket system.
Telegram is not currently used to handle support requests. Open the support page through your account panel on this site.
Include your platform, the error message shown in your client, the selected region and route type, and what you were doing when the issue occurred. Say whether the subscription import failed, a route would not connect, or a website could not be reached after connecting. This helps pinpoint where the problem occurred.
If you have already switched routes or tried importing the subscription again, include the results. Screenshots should show the error message while hiding account details and subscription information. Supported platforms include Windows / macOS / iOS / Android / Linux. For platform-specific steps, see the Getting Started Guide.
Include the order details shown in your account panel, payment method, order status, and what needs to be checked. Payment methods include Alipay / WeChat Pay / USDT. In screenshots, hide payment account details unrelated to the issue.
VPNOQ offers a 14-day no-questions-asked refund policy. To request a refund, include the relevant order and your request in a support ticket. See the Terms of Service for full details. For plan billing and data usage, see the Pricing page.
We do not guarantee a fixed response time for support tickets. Resolution time depends on the type of issue, how complete the information is, and whether further checks are needed. Check your ticket status and replies in your account panel for the latest updates.
Keep your original ticket and watch for requests for more information. If anything changes—for example, your connection works after switching routes or your order status is updated—add a note to the same ticket to avoid repeating troubleshooting steps.
For common account, client, route, and billing issues, start with the Support page. If you still need help, list the steps you have already tried in a support ticket.