Customer Support

Contact & Support Tickets

For connection issues, subscription imports, order checks, or refund requests, submit a ticket through the user panel. Keep your issue description, additional details, and follow-up replies together in one place.

Open Support Tickets View FAQs

Support Channels and Replies

Support is currently available through tickets in the user panel. No support email address or Telegram account has been published.

Support Tickets

Use a ticket to get help with account-related issues, including subscription import failures, client connection problems, orders that have not updated after payment, and refund requests. Sign in to the relevant account, open a ticket, and describe what happened and what you are seeing now.

After submitting a ticket, return to it to check for replies. If you need to add a screenshot or confirm the result of an action, reply to the original ticket to keep the issue history together.

Response times: Handling time depends on the issue, the completeness of the information provided, and the current queue. No fixed response time has been published. Check the user panel for updates; submitting a ticket does not mean the issue has been resolved.

Open Support Tickets

What to Prepare Before Submitting a Ticket

Start with the symptoms you can observe, then describe what you have already tried. Do not include personal information unrelated to the issue.

Connection and Subscription Issues

  • Specify your device platform, such as Windows, macOS, iOS, Android, or Linux, and the name of the client you are using.
  • Say where the problem occurs: importing a subscription, updating routes, enabling the connection, or accessing a website after connecting.
  • Include the exact error message or a screenshot with sensitive details obscured. Also mention the selected region, route type, and what happened after switching routes.
  • Include the network you were using, when the issue occurred, and whether it affects only specific websites or apps.

First, check the import and connection steps in the client setup guide. For a complete troubleshooting walkthrough, see the full guide.

Orders, Billing, and Refunds

  • Submit a ticket from the account used to place the order. Include the relevant order ID, plan name, and current order status.
  • If you have questions about a payment, specify the payment method and result. Supported payment methods: Alipay / WeChat Pay / USDT.
  • Keep details relevant to the order visible in screenshots, and obscure unrelated account and payment information.
  • For a refund request, specify the order and what you are requesting. PaoVPN offers a 30-day refund policy; see the refund policy for details.

See the plans page for billing details and the refund policy for refund information. Keep checking the original ticket for replies until the order review or refund process is complete.