Submit all connection, subscription, payment, and refund questions through your account panel. Keep your issue details and follow-up replies together in one place, making it easier to add information and track progress.
You must be logged in to submit a ticket. Add updates about the same issue to the original ticket to avoid splitting the conversation across duplicate requests.
For account and subscription questions, connection issues, order checks, and refund requests. For account- or order-related matters, submit a ticket from the relevant account.
No standard response time is currently published. Check your ticket for replies, and add any requested information to the original ticket.
View Tickets and Replies →No support email address is currently published. Use a ticket for account or order questions. Never send account details or payment records to an unverified email address.
This channel does not currently accept messages, and no email response time is available.
No Telegram support account is currently published. For connection troubleshooting or usage questions, check the Help Center first; submit a ticket if you need assistance from our team.
No response service is currently available through this channel. Don’t assume an account is legitimate based on a similar name or share subscription links with unverified accounts.
Include your platform, client name and version, selected route name, approximate time the issue occurred, and the network you were using.
Specify whether you can’t connect or are connected but unable to access an app. Say whether the issue affects all websites or just one app, and attach a screenshot of any error message. Hide personal information before sharing screenshots.
You can start with troubleshooting and include the steps you’ve already tried and their results in your ticket.
Tell us whether the issue happens when retrieving your subscription, importing it into a client, or updating the route list. Include the exact error message and whether you changed devices or settings before the issue began.
Don’t paste your full subscription link, password, or access credentials. If you need to show your settings, hide sensitive parts of the link first. For initial setup, see the quick start guide.
For payment questions, include the order ID, the status shown in your account panel, and the payment method used: Alipay / WeChat Pay / USDT. In payment screenshots, show only the details needed to verify the transaction.
YuanVPN offers a 14-day no-questions-asked refund policy. Submit your request through a ticket from the relevant account. See the Terms of Service for details; check your ticket for updates.
Before submitting, check that your description covers the expected result, what actually happened, and the checks you’ve already completed. If you can’t reproduce the issue right now, include the network you were using and any error message to help narrow down the cause.
Keep the original ticket and check for replies in your account panel. If the issue changes or resolves on its own, update the same ticket. We may ask for more information to check a payment or troubleshoot a connection. We don’t promise a fixed resolution time.
If you can’t log in, first check your username, password, and the login page you’re using. No email address is required to create an account—just a username and password. Keep your login details secure. If you still can’t access your account, see Account and Subscription Help.