Customer Support · User Panel Tickets
Report connection issues, data questions or order discrepancies through your user panel. Include the issue and relevant records in one ticket so you can follow up in the same place.
You must be logged in to submit a ticket. No email address is required; get started with a username and password.
Tell us which platform and client you use, the selected region and route type, and whether the connection fails or the target service is inaccessible after connecting.
Include when it happened, your network environment and what changed after switching routes. First, check the import and connection steps in the Quick Start Guide.
Tell us whether you’re using a monthly plan or a data package, and point out where the panel differs from what you expected so we can check how your usage is billed.
Monthly plan data resets each month on the activation date. Data packages last until used and never expire. See plan details for available options.
If an order hasn’t updated, a payment status looks wrong or you need refund help, include the relevant order details and payment status in your ticket.
We accept Alipay, WeChat Pay and USDT, and offer a 30-day no-questions-asked refund policy. Review the refund policy before submitting a request.
Support is available only through the user panel ticket system. Submit your issue there, then return to the ticket for replies and follow-up details, keeping the order context and troubleshooting in one place.
Response and resolution times depend on the complexity of the issue, the current queue and whether more information is needed. We don’t guarantee a fixed response time. Payment checks or connection troubleshooting may require further review; please refer to the replies in your ticket for updates.
Use the subject line to summarize the issue. In the message, describe what you were doing, what you saw and what you’ve already tried. If there’s an update on the same issue, add it to the existing ticket to keep the details together.
If the client connects but an AI tool or streaming service still shows a region, account or access restriction, include the exact message. A successful connection does not guarantee access to a particular service; its regional policies and account checks are determined by that service. For AI access troubleshooting, see the AI Acceleration Guide.