Support channels
Contact VPNEH support
Account, order, refund and route issues go through in-panel tickets; the support email and Telegram handle are listed inside the user panel, and accounts using the same name elsewhere are not official channels. Support is not staffed around the clock: tickets are handled in the order they arrive, and anything submitted overnight rolls over to the next handling window.
Three entry points
What each of the three channels covers
The same request sent through different channels can move at very different speeds. The sections below are split by issue type.
| Channel | Best for | How to reach it | Turnaround |
|---|---|---|---|
| In-panel ticket | Orders and payments, subscription import, refund requests, account settings, route fault reports | After signing in, pick a category on the tickets page and submit; screenshots can be attached | Queued in the order received; anything sent overnight rolls over to the next handling window |
| Support email | Long write-ups that need log files attached, troubleshooting that spans several sessions | The address is posted at the top of the tickets page in the user panel | Same queue as tickets; attachments suit troubleshooting better than a chat thread |
| Telegram | Status checks, quick confirmations | The handle is posted at the top of the tickets page in the user panel | No guaranteed instant reply; account and order actions still have to be completed in a ticket |
How channels are published: the support email and Telegram handle appear only on the tickets page inside the user panel, never off-site. This is done to stop impostor accounts from trading on the same name; accounts with the same name found elsewhere are never official channels.
What to prepare
Have these ready before you open a ticket
A ticket with complete information usually pins the problem down in one pass; back-and-forth questions stretch out the handling time.
- The username you registered with, and the payment method used for the order (Alipay / WeChat Pay / USDT).
- Order number and purchase date; for refund questions, also say whether a request has already been submitted.
- Platform and client used: which of Windows / macOS / iOS / Android / Linux, plus the client version number.
- What exactly happens and when it started: no connection at all, connects but a specific site won't load, or an error when importing the subscription.
- The error text or a screenshot. Please mask the subscription URL and account password in any screenshot.
- Whether it reproduces on more than one device. A single-device fault and a whole-route fault take different paths.
Issue triage
Read the triage table before deciding where to go
Most questions are already answered in the docs, and the docs are faster than waiting on a ticket.
- Client installation and subscription import steps: see the Tutorials page.
- Plan pricing, data packs and billing rules: see the plans page.
- Route coverage, cities and route types: see the routes page.
- Refund conditions and common questions: see the help center.
- Side-by-side comparison of route types, bandwidth and billing models: see the selection handbook.
- Accounts, orders, payments and troubleshooting: use a ticket.
FAQ
The questions that come up most before submitting
Check what you can check yourself first; send the rest through a ticket.
Payment went through but the plan didn't activate — what now?
Open a ticket with the order number, payment method and payment time; don't place a second order. Once the payment is matched, the plan is activated; orders confirmed as duplicate payments are refunded.
How do I request a refund?
Choose the refund category in a ticket and include the order number and purchase date. Orders that meet the 14-day no-questions refund condition are handled under the terms of service, and the outcome is answered in the same ticket.
Subscription import failed — what should the ticket include?
Client name and version, the exact error text shown during import, the platform used, and when the import happened. Don't paste the full subscription URL into a ticket or chat window; if it needs checking, just say when the subscription was obtained.
A route won't connect — how do I report it fastest?
Give the city and route name, when it started, the symptom (won't connect, connects but a specific site won't load, speed clearly dropped), and whether it happens on only one device. Several routes failing at once and a single route failing take different paths.
Can support configure my router or client remotely?
Remote assistance isn't offered. Router and client setup steps for each platform are on the Tutorials page; if something still doesn't work after following them, say in the ticket which step you got stuck on and attach a screenshot of that step.
Where do I send feedback or a complaint about the service?
Submit it under the matching category in a ticket and describe the specific situation and time. Complaints about a particular order should include the order number so it can be checked.
Service boundaries
Support scope and a security reminder
Clear boundaries save time on both sides.
- Troubleshooting for accounts, orders, payments, refunds, subscription imports and route faults is all within support scope.
- No signing up or topping up third-party services on your behalf, and no handling account issues on third-party platforms for you.
- No remote control, no configuring devices for you, and no managing accounts on your behalf.
- Routes are adjusted according to operating conditions, so availability for a single site or a single region may change; the route list shown on the routes page and inside the client is authoritative.
Security reminder: VPNEH will never ask for your account password or payment password, never ask you to install remote-control software, and never ask you to pay through an off-site method. Ignore any such request and verify it through a ticket.