Contact & Support

Contact the support team

Tickets are VPNPX's main support channel: accounts and subscriptions, orders and payments, route quality and refund requests are all handled in the same queue. Running through the checks below first usually saves a round trip.

Open a ticket Visit the help center
  • No email address required
  • 14-day no-questions-asked refund
  • Unlimited devices

Channel overview

Channels and response times

All three channels feed the same support queue. Tickets are handled in the order they arrive, with payment and activation issues moved to the front.

Support channels and when to use them
Channel Best for Where to find it How it's handled
Ticket Accounts and subscriptions, orders and payments, subscription links, route quality, refund requests User dashboard · Tickets Queued by submission time; payment and activation first
Email Anything you need in writing Provided in the user dashboard Same queue as tickets
Telegram Quick questions, status checks Provided in the user dashboard Answered when online

The official email address and Telegram contact are provided inside the user dashboard — sign in to see them. For anything involving money, use a ticket: only tickets can be linked directly to orders and refund records.

Payment methods Alipay WeChat USDT Sign-up No email address required

Before you submit

Run these checks first

Most connection failures can be pinned down before you ever open a ticket. Work through these five steps in order, then decide.

Five-step check

  1. Try another route in the same region. IEPL dedicated, relay and direct routes back each other up — when a single route wobbles, switch route type first.
  2. Switch the connection protocol in your client and reconnect; different protocols behave differently on different networks.
  3. Quit the client completely and reopen it, and check that your system time and time zone are correct — a clock skew makes the encrypted handshake fail outright.
  4. Reproduce the problem on another network, for example moving from home broadband to mobile data, to tell a local network issue from a route issue.
  5. Open an ordinary website and a site that wouldn't load before, one after the other, to see whether everything is down or only some sites are affected.

Still not working?

Put the results of the five steps in your ticket: which ones helped, which didn't, and after which step things recovered. That tells support far more than a bare 'it doesn't connect', and lets them jump straight to the right check.

If the problem comes and goes, note roughly when and how often it happens, plus the route name and route type you were on at the time.

Open a ticket

What to include

What to put in a ticket

A ticket with complete details usually gets to the cause in one round; a thin one takes two or three exchanges.

Include

  • Device platform and client name: Windows / macOS / iOS / Android / Linux.
  • Name and type of the route that failed: IEPL dedicated / relay / direct.
  • The exact page URL or the error message as it appears — a screenshot works too.
  • When the problem started, and whether it reproduces every time.
  • The checks you already ran and what they showed.

Leave out

  • Your full subscription link. If it needs checking, just say the subscription was reset, or give the order number.
  • Your dashboard password. No channel will ever ask you for it.
  • Full account details visible in payment screenshots — mask them before you upload.
  • Third-party account details that have nothing to do with the issue.

Billing & subscriptions

Refunds and subscriptions

Both follow a fixed process; submitting the right way saves a round of confirmation.

Refunds

14-day no-questions-asked refund. Open a ticket in the user dashboard with the order number and a short request — you don't need to give a reason.

Refund progress is updated on the same ticket, so there's no need to open another one to follow up.

Open a ticket

Subscription links

You get your subscription link in the user dashboard, and you can reset it there too. Once reset, the old link stops working and you'll need to import the new one in each client.

Monthly plan data resets each month on your activation date; data packs last until used up and never expire.

View plans

FAQ

Questions before contact

These five cover most of what people ask about contacting us.

There's no email address — how do I get a reply?

Replies appear directly in the ticket list in your user dashboard; once you've submitted, just keep the conversation in that same ticket. Signing up needs only a username and password — no email address.

How long does a ticket take to get a reply?

Tickets are handled in the order they arrive, with payment and activation moved to the front. The ticket status changes when there's a reply — reopen the user dashboard to see it, no need to keep the page open.

How do I request a refund?

14-day no-questions-asked refund. Open a ticket in the user dashboard with the order number and a short request; no reason needed, and progress is updated on the same ticket.

A route won't connect — what should I do before opening a ticket?

Work through the five-step check on this page first: switch route type, change the connection protocol, restart the client and verify system time, reproduce on another network, and tell an all-down outage from a few failing sites. If it still fails, open a ticket with the route name and the exact error message.

I sent my subscription link to someone by mistake — what now?

Reset the subscription link in the user dashboard; the old link stops working immediately. Then re-import the new one in each client, and stop using the link that leaked.

For anything not covered above, open a ticket in the user dashboard: include your platform, the route name and the exact error message, and it will be handled much faster.

Open a ticket
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