Account, order, connection and refund questions all go through panel tickets. A ticket carries your account and order context, the thread stays in the panel, and replies reach you even without an email address.
If you can sign in to the panel, open a ticket; if you can't, use email or Telegram. Each channel covers a different scope, and picking the wrong one adds a round of back-and-forth.
The main channel. A ticket automatically carries your account and order details, so support never has to ask for an order number, and both the process and the outcome stay in the ticket for you to review at any time.
For when you can't get into the panel: you can't sign in, your account status looks wrong, or you need a written record you can keep. The email address is shown on the ticket page inside the user panel and is not listed on public pages, so it can't be scraped in bulk.
Best for short questions: whether a route is under maintenance, whether a client has a new version for a given platform, whether a payment method is available. Anything involving account or order details still goes through a ticket, where the full context is available.
Response times
Tickets are handled in the order they arrive, usually within one business day. Refund and payment tickets are checked against the order first, then move into the refund process; route maintenance windows and public holidays can add delay. This service does not promise instant replies.
A good share of questions are already answered in the Help Center and the guides. Work through these four steps first, and you can tell support exactly what you've already tried — which speeds things up a lot.
Account and subscription, connection and troubleshooting, routes and speed, payment and refunds — most common questions in these four categories have a direct answer.
Open the Help CenterConfirm whether your current exit IP and its location have changed, and check for DNS leaks while you're at it.
Check your exit IPSign-up, getting your subscription, importing it into a client and verifying the connection — with step-by-step instructions for Windows / macOS / iOS / Android / Linux.
View the setup guidesIEPL dedicated, relay and direct routes suit different situations. Work out which type you need first, then decide whether the problem lies with the route or the client.
View route detailsTickets are asynchronous: give the full picture in one message and there's no need for follow-up questions.
If a subscription link leaks, reset it in the user panel immediately — the old link stops working right away.
Tickets are handled in the order they arrive, usually within one business day. Refund and payment tickets are checked against the order first, then move into the refund process; route maintenance windows and public holidays can add delay. This service does not promise instant replies, and there's no need to keep chasing — duplicate tickets go to the back of the queue.
Signing up only needs a username and password — no email address. Ticket replies stay in the ticket inside your user panel; once you log in, the ticket page shows the whole thread, with no email involved. That's also why the conversation lives in one place: it survives a change of device or browser.
Open a ticket in the user panel with your order number and a note that you'd like a refund — 60-day money-back guarantee, no questions asked. Refunds go back through the original payment method, and how long they take depends on the processing speed of Alipay / WeChat / USDT; the ticket will show the verification result and status.
The panel login page has a password recovery entry — follow the prompts to reset it. If you can't get through recovery either, use the email channel and include your registered username and your most recent order number; support will verify and help. Never write your password in an email.
Try four things in order: switch to another route in the same region; change protocol (Shadowsocks / VMess / Trojan / Hysteria2); restart the client; check the IP lookup page to see whether your exit IP has changed. List the steps you've already tried in the ticket and you'll save a round of questions.