The first choice for account, subscription, refund and connection issues. You can attach screenshots and error text right in the ticket, and the whole thread stays in the panel, so follow-ups don't need repeating.
Submit a ticketNo email address needed to sign up
Contact the VPNFN support team
Three channels — tickets, email and Telegram — pick one based on your issue type; progress and replies all stay in the user panel, ready to check anytime.
30-day no-questions-asked refund
Unlimited devices
Alipay / WeChat / USDT
Contact channels
Three channels, pick by issue type
Account, subscription, refund and connection issues go through user-panel tickets — the shortest path to a fix; long reports with screenshots or logs go by email; Telegram suits quick questions and announcements.
Best for issues that need a longer write-up, screenshots or logs. The official email address appears at the top of the ticket page in the user panel once you log in.
View in the user panelBest for quick questions and service announcements. The channel link is also listed on the ticket page in the user panel; enter your account password only inside the user panel.
View in the user panelResponse times
What each channel is for and how fast it responds
The three channels work differently, so matching your issue type first saves a round of back-and-forth.
| Channel | Best for | Expected response |
|---|---|---|
| User-panel tickets | Account, subscription, refund, connection issues | First reply usually within 1 business day |
| Detailed reports with screenshots or logs | Usually 1–2 business days | |
| Telegram | Quick questions, service announcements | Depends on availability; instant replies aren't guaranteed |
These are typical times. After submitting, you can track progress and replies on the ticket page in the user panel; one channel per issue is enough, no need to post the same thing in several places.
Before you submit
Bring these details and the issue can be pinned down in one go
With complete information, the support team can usually give an answer on the first pass; a one-line “it won't connect” often takes two or three rounds of questions first.
- Platform and client version: which of Windows / macOS / iOS / Android / Linux you're on, plus the version number, which is listed on the download page in the user panel.
- Route details for the problem: region or city, and the route type (for example, Tokyo IEPL dedicated line, Singapore relay).
- What actually happens: the exact error text, a screenshot, or a reproducible description such as “it connects but one site won't load”.
- What you've already tried: switching routes, reinstalling the client, restarting the device, changing networks (home broadband / mobile data).
- For order-related issues: include the order number and payment method (Alipay / WeChat / USDT) so it can be checked quickly.
FAQ
Before you contact support, check these first
Do I need an email to sign up?
No email address is required — a username and password are enough to sign up. All follow-up happens in user-panel tickets, so nothing depends on sending or receiving email.
What if I forget my password?
The login page in the user panel has a recovery link — follow the prompts to reset it. If you still can't log in, open a ticket with your username and roughly when you signed up, and the support team will help.
How do I request a refund?
A 30-day refund, no questions asked. Submit the request through the ticket system in the user panel with your order number and reason, and the outcome comes back as a ticket reply.
Which payment methods are supported?
Alipay / WeChat / USDT. Monthly plans: ¥9.9/month with 60GB, ¥18/month with 250GB, ¥28/month with 500GB; data packs: ¥158/300GB, ¥358/1000GB, ¥658/3000GB — use them up at your own pace, they never expire.
Can't connect — what should I try before opening a ticket?
Try switching to another route first (for example, from a relay to an IEPL dedicated line), make sure the client is the latest version from the download page in the panel, then check whether system permissions and battery-saver allowlists are letting it through. If it still won't connect, submit the error screenshot together with the route details — that makes it much faster to pin down.