Support · Tickets first

Contact VPNKB Support

For subscription, connection, route selection, billing, and refund issues, submit a support ticket through the user panel. The more complete the details, the easier it is to verify your setup and review the case history.

Open a support ticket View guides

No email address required to register
Unlimited simultaneous devices
60-day no-questions-asked refund

Support channels

Contact channels and use cases

The available support channel on this page is the user-panel ticket system. Email and Telegram contact details have not been published in the fact sheet, so unverified addresses or accounts are not displayed.

Currently available

User-panel support tickets

Suitable for subscription status, plan traffic, payment records, refund requests, client connections, international route selection, and recurring issues. Tickets preserve the conversation context, so you can add details later without describing the entire problem again.

Response expectations: Tickets are handled according to queue position and issue complexity. When connection behavior must be reproduced, processing time depends on how complete the environment details are; no fixed response time is promised.

Submit a ticket →

Not currently published

Email

No email contact address has been published. For account, order, or refund matters that need to be tracked, use a user-panel ticket so the issue and its handling history remain together.

Response expectations: Because no public email channel is currently available, this page does not provide an email response time. Do not send account details to addresses not published on this site.

Use a support ticket instead →

Not currently published

No Telegram contact channel has been published. Route issues, client configuration questions, and billing problems can all be submitted directly through a ticket, without searching for or relaying them through an external account.

Response expectations: No Telegram response time is currently provided. For subscription or order information, submit it only through the user-panel ticket system linked on this page.

Go to the user panel →

Before submitting

Prepare your issue details

A ticket does not need to be a long explanation, but it should include enough context to define the scope of the issue. For sensitive credentials, describe only what happened—do not submit passwords or complete subscription details.

Connections and routes

Subscriptions and traffic

Billing and refunds

Recommended details to include

Connection issue: State the platform, client, destination region, route type, and the error shown on screen. VPNKB supports Windows, macOS, iOS, Android, and Linux.
Route issue: Specify the international website or app you are trying to access, the region currently selected, and whether the issue occurs with a direct route, relay route, or IEPL private line.
Subscription issue: Identify your current plan and the exact point where the displayed traffic differs from your expectation. Monthly subscription traffic resets each month on the activation date; mid-cycle upgrades are prorated by the remaining days.
Billing issue: State whether you used Alipay, WeChat Pay, or USDT, and provide the record in the user panel that can be used to verify the order.
Refund issue: Include the relevant order and the reason for your request in the ticket. VPNKB offers a 60-day no-questions-asked refund.

Common questions

Frequently asked questions about support

Do I need to register before submitting a ticket?

The ticket system is available in the user panel. Registration requires no email address and can be completed with a username and password; after signing in, open the ticket page to describe the issue.

What information should I provide if the connection fails?

Include the platform, client, destination region, route type, error text, and the situation in which the issue occurred. If only a specific international website is inaccessible, name the website or app as well, so the cause can be distinguished between the local network, route selection, and restrictions imposed by the target service.

How should I describe plan and traffic issues?

State your current plan and the traffic shown in the user panel. Monthly plans include ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB; traffic resets monthly on the activation date, while mid-cycle upgrade differences are prorated by the remaining days.

What if I have questions about the traffic package validity period?

Traffic packages include ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They remain valid until used and never expire. If the user panel differs from your purchase record, submit the relevant order details through a ticket.

Which issues are better handled by checking the documentation first?

For first-time connections, client imports, and exit checks, start with the Guides. For streaming region restrictions and route selection, see the complete unblocking guide. If the issue remains after following the documentation, submit a ticket with the results of your steps.