Contact the VPNCZ support team
Account, subscription, connection and refund requests are all handled through the ticket system in your dashboard: replies, attachments and progress stay in one record, so you never have to describe the problem again when you switch devices or come back days later. Sign-up needs no email address — a username and password are enough.
Support channels and when to use them
Human support has a single entry point — the dashboard ticket system — while self-help content is split between the troubleshooting guide and the help center. Choosing by issue type saves a round of back-and-forth.
Dashboard tickets
Sign in to your dashboard and create a new record on the Tickets page. Put the problem description, client screenshots and the steps you have already tried into the same ticket — replies and progress stay there too.
- Account and sign-in issues
- Subscription updates and data display
- Connection failures and route selection
- Refund requests and order issues
Troubleshooting guide
A troubleshooting document organized by symptom, with chapters covering everything from a total failure to connect to mobile clients dropping in the background. Each chapter gives a diagnostic flow, self-check steps and fixes. For connection problems, work through the guide first — most issues can be pinpointed on the spot.
- Cannot connect at all / connects but pages won't load
- Slow speeds / buffering at peak hours
- Frequent disconnects / subscription update failures
- One app won't use the proxy / DNS errors
Help center
FAQ organized into four categories: account and subscription, connection and troubleshooting, speed and routes, and billing and refunds. Which plan to pick, how data resets, how to request a refund — the answers and where to click are all here first.
- Account & subscription
- Connection & troubleshooting
- Speed & routes
- Billing & refunds
Response times and processing order
Tickets are handled in the order they are submitted, and most get a first reply within one business day; public holidays may push that back. Self-help documents are available at any time — no waiting required.
| Channel | Best for | Expected first reply |
|---|---|---|
| Dashboard tickets | Account and sign-in, subscription and data, connection failures, refund requests | Usually within one business day |
| Troubleshooting guide | Connection issues such as cannot connect, connects but pages won't load, slow speeds or frequent disconnects | Available instantly, no waiting |
| Help center | Plan choices, billing and refund rules, sign-up and device limits | Available instantly, no waiting |
Include this information when you open a ticket
The more complete the information, the more likely the first reply can give you actionable steps instead of another round of questions.
- Account and sign-up details: the username shown in your dashboard, and which step the problem occurs at (sign-in, subscription update, connection, payment). You never need to provide your password — do not put it in a ticket under any circumstances.
- Client and system environment: which platform client you are using (Windows / macOS / iOS / Android / Linux) and the device's operating system version.
- Symptoms and when they started: when the problem first appeared, whether it happens every time or only occasionally, and the exact error message or a screenshot.
- Steps you have already tried: which regional routes you switched to, whether you re-imported the subscription, whether you restarted the client, and whether the symptoms changed afterwards.
- Screenshots for subscription issues: the error page from a failed subscription update, or a dashboard screenshot showing incorrect data usage. A screenshot often saves a round of confirmation.
- Refund requests: include the order number and your reason in the ticket. 30-day no-questions-asked refunds are processed based on submission time.
Account and billing issues
Both types of issues require checking your account and order records in the dashboard, so a ticket is the fastest way to get them handled.
Account and sign-in
Sign-up needs no email address — a username and password are enough, and account issues are verified by username. If you forget your password, use the recovery flow on the sign-in page; if that still doesn't get you into the dashboard, include your username and the last time you could sign in normally in your ticket.
The same account works on Windows / macOS / iOS / Android / Linux, with no limit on the number of devices and no separate activation per device.
Billing and refunds
Monthly plans start at ¥9.9/month with 60GB included. Data resets every month on your activation date, and mid-cycle upgrades are prorated into the remaining days. Data packs last until used up and never expire. Payment options: Alipay / WeChat / USDT.
Refunds within 30 days of your first payment, no questions asked — just include the order number in a ticket. No further explanation needed.
Quick self-checks before opening a ticket
A good share of connection problems are fixed by running through the three steps below — no need to wait for a reply.
- Try another route in the same region: most regions have several routes, so a temporary hiccup on one can be sidestepped by switching. The nodes page lists every route and route type by region, so pick another one in the same area first.
- Re-import your subscription: the subscription stored in your client may be an older version. Copy the subscription URL again from your dashboard, delete the old profile, import it fresh and connect once more.
- Check your data and expiry status: look at the remaining data and expiry date for your current plan on the dashboard overview page. When data runs out or the plan expires, the client may show as connected while no data actually passes through.
The symptom-based troubleshooting guide covers ten categories: cannot connect at all, connects but pages won't load, slow speeds, peak-hour buffering, frequent disconnects, subscription update failures, one app not using the proxy, mobile clients dropping in the background, DNS errors and exceeding the device limit. Each chapter gives a diagnostic flow and fixes.
If the guide doesn't cover your case, or the steps didn't get you connected, open a ticket with the information listed in the previous section — with complete details, the first reply can give you actionable steps.
Support requests go through tickets
This service has no public email or live-chat support channel; all support requests go through the ticket system in your dashboard.
This isn't meant to add friction — a ticket is automatically linked to the account and order it was submitted from. Support staff don't have to ask for your username and order number first, and replies, attachments and progress all stay in one record, so you never have to describe the problem again when you switch devices or come back days later.
Sign-up needs no email address — a username and password are enough — so there is no email inbox channel either. Tickets are the only human support entry point, and replies appear directly on the ticket page.
You can open a ticket for account, subscription, connection or refund issues. For questions like which plan to choose, how data resets or how refunds work, the help center already has the answer and where to click — checking there first is usually faster.