Submit connection, subscription, payment, and refund questions through your account. Keep the issue details and follow-up messages in one ticket to track progress.
You must be logged in to submit a ticket. Create an account with a username and password—no email address required.
The account ticket system is the only available contact channel. No email address or Telegram contact has been published.
Use tickets for connection issues, app setup, plan data, orders, payments, and refund requests. For account or order checks, include the details in a ticket after logging in.
Reply times depend on troubleshooting and verification. No fixed response time is promised. Check your ticket for replies after submitting, and add details if needed.
Open the ticket system →No support email address is listed on this page, so email is not currently a contact option. Submit account, order, and connection questions through a ticket.
As no email address has been published, there is no response-time estimate for email. Do not send account details to an address that has not been confirmed on this page.
No Telegram support account or group link is listed on this page, so messaging apps are not currently a contact option. For help, use the account ticket system.
No response-time details are available for this channel. Keep payment and refund requests in a ticket submitted from your account.
Describe what happened first, then list the checks you’ve already tried. Share only details relevant to the issue.
Include your platform, client name, selected region, and route type. Say whether you can’t connect, the connection drops, or only one app is affected.
Include the exact error message, when it occurred, and what changed after trying another route or local network. Hide subscription links and sensitive account details in screenshots.
Include the plan, order status, and payment method. If the status hasn’t updated after payment, provide the order number and a payment receipt with sensitive details hidden.
Alipay / WeChat Pay / USDT accepted. Never include your password, full payment account details, or an active subscription link in a ticket.
VPNBack offers refunds within 7 days, no questions asked. Submit a ticket from the relevant account and include the order and your refund request so they can be verified.
See the Terms of Service for refund eligibility. Follow the request’s progress in the original ticket.
Read the Terms of Service →After submitting, add any updates to the original ticket. If the issue is resolved, note what you tried beforehand. If it persists, share new error messages and test results; this makes troubleshooting easier than submitting the same details again.
While you wait, use the setup guide to check your subscription import and route selection, then use IP lookup to check your current exit IP. An app’s behavior can also depend on regional policies, account status, and app settings, so describe each separately.
Check plan data and billing details on the Pricing page. For common account, connection, speed, and billing questions, visit the Help Center.