Support and tickets

Every VPNDN support request goes through the ticket system in your account panel: tickets are handled by a person in the order they arrive, and replies and progress stay in the same ticket so you can check back at any time. The channels below are listed in the order to try them — self-service first, then a person — with what each one is best for.

All support via tickets 30-day money-back guarantee No email address needed
Channel overview

Three contact channels

Tickets in your panel

Anything that needs a person goes here: account issues, subscription import, payments and plan status, route connectivity, refund requests, and pre-sales questions.

  • Log in to your panel and submit; replies and progress stay in the same ticket
  • Handled by a person in the order received; to add details, just reply to the ticket
  • Refund requests are submitted as tickets too — 30-day money-back guarantee
Open a ticket

Help Center

FAQs are organized into four categories — open and read, no waiting for a reply.

  • Account & subscription: signing up, plans, and getting your subscription
  • Connection & troubleshooting: import failures, can't connect, frequent disconnects
  • Speed & routes: route types and how to choose one
  • Billing & refunds: charges, renewals, and how refunds work
Go to the Help Center

Guides & in-depth articles

Things you can finish by following the steps — no need to open a ticket.

  • Guides: import steps for Windows / macOS / iOS / Android / Linux
  • In-depth guides: how streaming region locks work, and what each common error means
View guides
What to include

Put these in your ticket for faster handling

Describe what you see, when it happens, and what you have already tried — that lets the person handling it pinpoint the issue in one pass instead of another round of back-and-forth.

Information to include

  • Your account username; never write your password — it is never required under any circumstances
  • Client name and version, and how you imported the subscription
  • What happens: the exact error text, when it started, and whether it happens every time
  • What you have already tried and what happened

What to leave out of a ticket

  • Your full subscription link — it works like account credentials, so never paste it for anyone
  • Passwords, payment account details, and other sensitive information

Tickets are handled by a person, and replies and progress are written in the ticket — no need to submit again while it's being worked on.

How tickets are handled

Tickets are handled in the order they arrive, and reply times depend on the type of issue: account and billing questions are usually quick, while connectivity troubleshooting takes longer because it needs a few rounds of back-and-forth. When you add information, reply in the same ticket so the person handling it keeps the full context.

Refund requests

Refunds are submitted as tickets too: just include your order details and the reason for the request. 30-day money-back guarantee.

Pre-sales questions

If you haven't settled on a plan yet, start with the plan and data pack comparison on the pricing page; for anything that needs a person to confirm, create an account and open a ticket — no email address required, just a username and password.

FAQ

Contact-related FAQs

How do I contact support without an email address?
Signing up and logging in only need a username and password — no email address. Anything that needs a person goes through the ticket system in your account panel: log in and submit, replies and progress are written in the ticket, and identity checks happen inside the ticket too, so you never need an email to prove who you are. It's worth saving your username and password in a password manager so you don't lose them.
How soon will I get a reply?
Tickets are handled by a person in the order they arrive, and there's no fixed reply time: account and billing questions are usually quick, while connectivity troubleshooting takes longer because it needs a few rounds of back-and-forth. Replies and progress are written in the ticket, so there's no need to submit again while it's being handled; to add information, just reply in the same ticket.
How do I request a refund?
Open a ticket in your account panel with your order details and the reason for the request. Refund requests are handled in ticket order too, with a 30-day money-back guarantee.
What can I check myself before opening a ticket?
Most issues already have full step-by-step answers in the Help Center and the guides. For connection problems, check three things first: whether your client is up to date, whether the subscription imported completely, and whether switching to another route fixes it. Include what you found in the ticket so the person handling it can pinpoint the problem faster.
Can I send my subscription link to support?
Not recommended. A subscription link works like account credentials — anyone who has it can use your routes — so don't paste the full link in a ticket or anywhere else. To troubleshoot an import problem, the client name, the exact error text, and when it happened are enough; if a check is really needed, the person handling your ticket will explain how in the ticket.
Still stuck? The Help Center has complete answers grouped into four categories: account & subscription, connection & troubleshooting, speed & routes, and billing & refunds. If you need a person, just open a ticket in your panel. Go to the Help Center · Open a ticket
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