Every external contact route sits inside the account panel: tickets are the main channel for account, subscription, refund, route and client issues; email and Telegram are backups for extra files and quick confirmations. This page explains what each channel is for, what to have ready before you write in, and roughly how long a reply takes.
A ticket carries your order number and subscription status, so it is the shortest route; email suits large screenshots and record-keeping, Telegram suits quick confirmations. Picking the wrong channel usually costs you an extra round of waiting.
Account, subscription, refund, route and client issues all go here. Tickets are created inside your account, so the order number and subscription status can be quoted directly and nothing gets lost as you add details.
If you are not signed in, you land on the sign-in page first and return to the ticket list afterwards.
Best for larger screenshots, long logs and billing threads you want on record. Include your account username and order number so the message can be matched to the account directly.
Email is not suited to real-time troubleshooting: one round trip usually takes business days.
Good for short questions and quick confirmations, such as whether a particular route is up right now or where a setting sits in the client. Replies are handled during business hours and are not instant.
Anything involving orders, refunds or account changes goes back to a ticket; the chat window does not handle those.
The email and Telegram addresses are not posted on this page; ask for them in a ticket and include your account username.
A ticket with complete information usually pins the problem down in one round; missing an order number or route name often means two or three exchanges.
Tickets are handled in the order they arrive. The figures below are typical, not a per-ticket promise; during a widespread outage everything slows down.
| Channels | What to send | Expected first reply | Where to go |
|---|---|---|---|
| Account tickets | Account, subscription, refund, route and client issues | Usually within 24 hours | Ticket list inside the account panel |
| Explanations needing large images or a paper trail, billing correspondence | Usually 1–2 business days | Address available on request in a ticket | |
| Telegram | Short questions, quick checks on whether a route is currently up | During business hours, not guaranteed instant | Address available on request in a ticket |
Refund and billing tickets need each order checked individually and may slip during holidays or widespread route adjustments; submitting the same question again does not speed things up.
60-day money-back guarantee
Choose the billing category in a ticket and state the order number and payment method (Alipay / WeChat / USDT). If one account holds several orders, open a separate ticket for each so they can be checked one by one; refund progress is updated in the same ticket, so there is no need to start a new one.
Start with the help center and the plans page — most questions about connecting, billing and refunds are covered there. Opening an account needs no email address, just a username and password; filing a ticket afterwards carries your subscription status straight away and gets you a faster answer.
You usually get a first reply within 24 hours; refund and billing tickets need each order checked individually and can take 1–2 business days. Tickets are handled in the order they arrive, and submitting the same question again does not speed things up.
The sign-in page has a recovery entry point; follow the prompts there. If recovery does not work either, describe your account username and roughly when the account was opened via email or Telegram so it can be checked manually; never send your password under any circumstances.
The route's country and city, the route type (direct / relay / dedicated), when the problem occurs, the client platform and version, and the exact error message or a screenshot. Also note whether other routes work normally at the same time.
Neither address is posted on this page; ask in a ticket and include your account username. Day-to-day questions are best sent as tickets; email suits large images and record-keeping, Telegram suits quick confirmations.
VPNWu
Monthly plans from ¥9.9 include 60GB; data packs last until used up and never expire; 110+ countries / 190+ routes, with no limit on simultaneous devices.
View plans