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Contact & Support
Submit connection, subscription, and order questions through your account panel and follow up there.
Support Channels and When to Use Them
Support Tickets in Your Account Panel
Use a support ticket for connection problems, failed subscription updates, incorrect plan status, payment questions, or refund requests. Sign in to your account panel and open the Support Center. Enter a subject and describe what happened. Use the same ticket to share additional details and check for replies, so the support team has the full context.
Email and Telegram support are not available on this page. For account and order issues, use the support ticket option in your account panel.
Open the Support Center ›What to Include in Your Ticket
Use the issue as your subject, such as “Subscription update failed” or “Plan status not updated after payment.” In the message, describe when it happened, what you did, and what you see now. This is more helpful than simply saying “It doesn’t work.”
- Connection issues: Include your platform, client version, current site, and network environment. Say whether you can’t connect at all or whether a specific website won’t load after connecting.
- Subscription issues: Describe what you were doing when updating or importing your subscription, include the exact error message, and note the plan status shown in your account panel.
- Order issues: Include the relevant order number, payment method, and status shown on the page. Before attaching a payment screenshot, hide any personal information unrelated to the issue.
- Checks you’ve tried: Tell us whether you switched sites, refreshed your subscription, or changed networks, and whether each step changed the symptoms.
Before sharing screenshots or logs, hide your password, access credentials, and full subscription URL. Don’t paste these into the ticket. Error messages and relevant status details are usually more useful for troubleshooting.
Response Times and Follow-Up
We don’t offer a fixed response time. Progress depends on the ticket queue, the complexity of the issue, and whether the information provided is complete. Check your ticket for updates. Submitting a ticket does not mean the issue is already resolved, so sign in to your account panel to follow its progress.
If support asks for more information, reply in the original ticket. If the symptoms change, add an update there as well. Submitting duplicate tickets can split the context; continuing in the original makes it easier to review the checks already completed.
Billing and Refunds
VPNFZ offers a 7-day no-questions-asked refund policy. To request a refund, include your request and the relevant order details in a support ticket. See the refund policy for full terms. Refund updates will be provided in your ticket; we don’t guarantee a processing time.
Monthly subscription data resets each month on the activation date. If you upgrade mid-cycle, the price difference is prorated for the remaining days. Data add-ons remain available until used and never expire. If you have questions about your plan or data balance, include the details shown in your account panel so we can check them.
Troubleshooting and Self-Service
New to the service? Follow the setup guide to get your subscription and test your connection. If you’re already set up but having issues, see the troubleshooting guide. For general information about accounts, data, and billing, visit the FAQs.
If the issue persists after these checks, include the symptoms and what you tried in a support ticket. To confirm what’s included in your plan, review plans and pricing, then send your question along with the status shown in your account panel.