No support email address is currently published. For account, order or refund questions, submit a ticket through the user panel; email support is not available on this page.
Support · User panel tickets
Support & Tickets
Having connection or subscription trouble? Submit a ticket through the user panel and include the issue details and relevant order information in one place for easier follow-up.
Open a support ticket
Sign in and open the tickets page to describe when the issue occurs. If you already have a ticket, add updates to that one to keep the conversation together.
Other contact channels
Do not use contact details not listed on this page to reach VPNCG support.
Telegram
No VPNCG support account or group on Telegram is currently published. For assistance, use the ticket system. Do not send account details or payment records to unknown accounts.
What should you include?
Connections and international routes
Include your device's operating system, client name, selected route, destination and the exact error message. Say whether the issue happens consistently or only on a particular network. If you have tried switching routes or updating the subscription, include that too.
Subscriptions and data usage
Include the plan status shown in the user panel and explain how the expected result differs from what happened. If the subscription list in your client has not updated, attach a screenshot of the update notice, but do not share the full subscription URL.
Payments and refunds
Include the relevant order number, payment method and a description of the issue. VPNCG supports Alipay, WeChat Pay and USDT, and offers a 14-day refund policy. For refund questions, reference the relevant order. See the Terms of Service for details.
Before sharing screenshots, hide passwords, login credentials, subscription URLs and unrelated payment details. Support does not need your account password to troubleshoot an issue.
When can I expect a reply?
After submitting a ticket, check its status and replies on the tickets page in the user panel. No fixed response time is published; handling time depends on the issue, the information provided and troubleshooting progress.
Connection issues may require client error messages or details about your network. Payment and refund requests may require an order review. If support asks for more information, reply in the existing ticket. Please do not submit duplicate tickets, as that can split up the relevant details.
Want to troubleshoot first? Read the getting started guide, or visit the help center for information on accounts, connections, speed and billing.