Account & Subscription Support

Contact & Support Tickets

Submit a ticket through the user panel for subscription status, connection issues, route selection, or refund requests. Your issue history and follow-up replies stay in one place for easier tracking.

Submit a Ticket Run Troubleshooting First
No email address required 14-day refund window Unlimited devices
Contact channels

Contact Channels & When to Use Them

Use the channel currently marked available. Response times depend on how complete the information is and the ticket queue status; no fixed response time is promised.

Currently available

User Panel Tickets

Best for questions involving your account, plan, order, or connection status. This is also the formal channel for refund requests.

Everything in one place for easy follow-up

After submitting a ticket, return to the user panel to check its status and add replies. For connection issues, include your platform, client message, selected route, and troubleshooting steps already tried. For billing questions, specify the relevant plan and payment method.

Supported payment methods are Alipay / WeChat / USDT. If dissatisfied with your first payment, you can request a full refund within 14 days, subject to the details verified in the ticket.

Open the Ticket Center
Channel Status

Email

Best for longer explanations, screenshot context, and written materials you need to keep on record.

No public email currently listed

The service facts do not provide a public email address, so this page does not display an email link. To send detailed materials, create a ticket in the user panel first and add the information requested during handling.

While no email is publicly listed, it is not treated as an available support channel, so no response-time expectation is provided. Follow the ticket status shown in the user panel.

Channel Status

Telegram

Best for brief questions and service-status updates, but rely only on accounts officially listed by a4VPN.

No public Telegram account currently listed

The service facts do not provide a public Telegram account, so this page does not create an external link. For subscription, payment, route, or refund questions, submit a ticket directly through the user panel.

While no account is publicly listed, it is not treated as an available support channel, so no response-time expectation is provided. Do not send account details to an account found on a page not published by a4VPN.

Before submitting

Information to Prepare Before Submitting

The more specific your description, the easier it is to identify whether the issue involves your subscription, client, route, or local network.

Connection & Access Issues

  • Platform used: Windows / macOS / iOS / Android / Linux.
  • Whether the issue occurs while importing the subscription, establishing a connection, or accessing international websites.
  • The selected route, the error shown by the client, and what happened after switching routes.
  • Whether the issue is persistent or occurs only on a specific network or in a specific app.

Plan & Traffic Issues

  • Specify whether you are using a monthly subscription or a traffic package.
  • Monthly subscription traffic resets each month on the activation date; when upgrading mid-cycle, the price difference is prorated by the remaining days.
  • Traffic packages remain available until used up and never expire. When submitting a ticket, indicate exactly where the panel information differs from what you expected.

Payment & Refund Issues

  • State the payment method used: Alipay / WeChat / USDT.
  • Submit refund requests through a ticket. The refund policy allows a refund within 14 days for a full refund if dissatisfied with the first payment.
  • Do not include your password or sensitive information from complete payment records in the ticket message.
Quick answers

Common Questions Before Contacting Support

Confirming the right channel and required information first can reduce follow-up requests.

Can I submit a ticket without an email address?

Yes. An email address is not required to register; use a username and password. After signing in to the user panel, submit your question from the Ticket Center and view follow-up replies there.

What should I do first if websites do not open after connecting?

Update the subscription first, then switch to another international route and check the client connection mode. If the issue persists, use the Troubleshooting page to check the symptoms, then attach the results to your ticket.

Which issues qualify for a refund ticket?

If dissatisfied after the first payment, you can submit a full refund request under the 14-day refund policy. Include the relevant plan, payment method, and details that need to be verified.

Can I contact you through a public email address or Telegram?

This page does not list an available email address or Telegram account. Use a user panel ticket as the formal contact channel, and avoid sharing account details with external accounts from unknown sources.