Account, order, subscription import and refund issues go through panel tickets; email and Telegram are secondary channels for pre-purchase questions and status checks. Below: what each channel is best for, what to attach when you write in, and the order requests are handled in.
Tickets are tied to your account, so the record stays in the panel; email and Telegram suit short pre-purchase questions. All three channels are handled in one queue, first in, first answered.
Account, order, subscription import, refund requests and route problems all start here. Tickets are tied to your account, so replies and progress stay in the panel — sign in from another device and pick up where you left off.
Open a ticketBest for pre-purchase questions: which plan tier to choose, whether a payment method works, how to read the refund terms. State the question and the tier you have in mind, and the reply will give you a straight answer.
The address is published inside the user panel; whatever the panel shows is current.
Best for short questions and status checks: whether a route is under maintenance, whether a given platform is working today. Anything that needs an order or account lookup moves to a ticket so the context isn't lost in chat.
This address is also published inside the user panel.
Current email and Telegram addresses aren't listed on public pages, to cut down on spam and impersonation. They're published inside the user panel, and whatever the panel shows is current. If someone messages you claiming to be VPNYF, check the panel before you act.
Routing a question to the right channel saves a round trip. Account and order questions all go through tickets. Payment methods include Alipay / WeChat Pay / USDT; if a payment hasn't landed, include the order number and the payment time.
| Issue type | Suggested channel | Include with your request |
|---|---|---|
| Login & password | Recovery link on the panel login page | Registered username |
| Orders & payment | Panel ticket | Order number, payment time |
| Subscription import failure | Panel ticket | Client version, error screenshot |
| Refund request | Panel ticket | Order number, reason for the request |
| Route connection & speed | Panel ticket | Region, route name, time of day |
| Pre-purchase plan questions | The tier you're considering |
The more specific you are, the fewer round trips. Do the three things below and most issues are pinpointed in one pass.
Which route, which client, when it started, and whether it's constant or only at certain hours. A one-line report that it just won't connect means three rounds of follow-up questions before anyone can help.
Paste the client prompt, error code or screenshot of the failure exactly as it appears — don't reword or summarise. If a screenshot shows a subscription link, mask the key before sending.
Which routes you switched to, whether you reinstalled the client, whether the problem reproduces on another device. Anything you've already ruled out doesn't need to be repeated.
Response times: tickets and email are handled in arrival order, and no fixed reply time is promised. When several routes wobble at once, the whole queue shifts. After submitting, check progress and replies on the ticket page — there's no need to file the same question twice.
A few notes on reply order, refund submissions and why addresses aren't published.
Tickets are handled in arrival order, and no fixed reply time is promised. Progress and replies stay on the ticket page, so there's no need to resubmit; if something changes, add a note to the same ticket.
Submit it as a ticket in the user panel, with the order number and the reason for the request. Orders are covered by the 14-day no-questions-asked refund; the exact decision and process follow the terms on the refund policy page.
Listing addresses on public pages invites spam and impersonation. Current addresses are published inside the user panel, and whatever the panel shows is current; if someone messages you claiming to be VPNYF, check the panel before you act.
Client name and version, OS version, the exact error text or a screenshot, and which subscription you were importing. With all of that, most issues are pinpointed in one pass.
The user panel login page has a recovery link — follow the prompts there. Registration only needs a username and password, no email address required. If recovery doesn't work, open a ticket with your registered username and the time of your last successful login.