How to contact support and when to expect a reply
User dashboard support tickets
For account and subscription questions, connection issues, route selection, payments, and refund requests. Sign in, open the tickets page, and describe the issue. Add any follow-up details by replying to the original ticket.
Reply times depend on the progress shown in your dashboard. Order verification or connection issues that need to be reproduced may require additional information before they can be investigated. We do not promise a fixed response time.
After submitting a ticket, return to it to check for replies. For the same issue, continue using the original ticket to keep the conversation in one place.
View tickets and repliesWhat to include in your ticket
Start with the issue type, then describe what happened. For example, “Subscription import failed” or “Plan not showing after payment.” Explain what you were doing, what you expected to happen, and what you actually saw.
- Connection and import issues: Include your operating system, client name, selected route, when the issue occurred, and the exact error message. Steps may differ for Windows, macOS, iOS, Android, and Linux.
- Routes and access: Say whether you cannot connect, cannot access services after connecting, or are having trouble with just one service. Include whether you tried other routes and what happened.
- Orders and payments: Provide your dashboard order number, payment method, and order status. Supported payment methods are Alipay, WeChat Pay, and USDT.
- Refund requests: Identify the order and explain your request. VPNSelf offers a 7-day refund policy. See the refund policy for details.
Self-help guides and FAQs
If you have not imported the client yet, start with the getting started guide. For the full process, from choosing a plan to verifying your connection, see the complete guide. Common account, connection, and billing questions are covered in the FAQ.
Where can I get the client and subscription?
Go to the client download page in the dashboard. Sign in to download on all platforms except iOS; iOS access depends on an active plan in your dashboard. Sign in to retrieve your subscription, and keep it secure.
My issue is resolved for now. Should I add an update?
Reply to the original ticket with an update and describe what you did before the issue was resolved. If it happens again, include when it occurred, the route name, and the error message so the changes can be compared.
Can I contact support by email or Telegram?
Support is currently available through user dashboard tickets. No support email address or Telegram contact has been published. Submit your question using the ticket link on this page and check for replies in your dashboard.