Submit account, subscription, connection, and billing questions through the user panel. Your issue details and follow-up replies stay together in one ticket for easier resolution.
Use a ticket for account access, subscription imports, connection issues, order checks, or refund questions. Log in to the VPNUG user panel, open the tickets section, enter a subject and details, then submit your request.
Response times vary by issue type, current ticket volume, and the information needed to investigate. No fixed response time is promised on this page. Check your ticket for updates after submitting it. If you need to add screenshots or details, reply in the original ticket so the same issue stays in one record.
This page provides access to support through user panel tickets only. Refer to the information in the site’s user panel when contacting support.
Describe the user panel page where the issue occurs, the steps you took, and any messages shown. If a subscription is missing or an import fails, say whether the issue happened while retrieving the subscription, importing it into a client, or updating the configuration.
No email address is required to create an account; just choose a username and password. Never include your password in a support ticket.
Include your operating system, client name, selected route, approximate time the issue occurred, and the exact error message. Clarify whether you cannot connect at all or whether specific websites are inaccessible after connecting.
You can first check the import and connection steps in the Quick Start Guide, then describe any remaining issues in your ticket.
Include the relevant order ID from the panel, payment method, and order status. If the status has not updated after payment, describe what happened and attach a screenshot with sensitive details obscured so the payment can be checked.
VPNUG offers a 60-day no-questions-asked refund policy. Submit refund questions through a support ticket. See the Terms of Service for details.
Log in to the user panel, open the tickets section, and select your submitted ticket. Keep follow-up details, supporting files, and replies in the original ticket so the full context stays together.
Explain what you were trying to do, what happened instead, and what you have already tried. For connection issues, include your system, client, and route names; for order questions, include the order status. Do not share your full subscription link or password.
First check the original ticket for a reply or a request for more information. Add details about the same issue to the existing ticket. Submit a separate ticket only for a different issue, so the information needed for investigation stays organized.