Ticket system
RecommendedSubscription import failures, connection issues, refund requests, orders and billing, plan upgrades — all handled through this channel.
Open a Ticket
Support channels
Contact support and open a ticket
Subscription import, connection issues, refunds and billing are all handled in the ticket system inside your user panel; email and Telegram are there for sending extra material and checking announcements. Put the order number, client version and affected route in the ticket and it usually takes a single round to pin down.
- 7-day no-questions-asked refund
- No email address required
- Unlimited devices
- Military-grade encryption
Three channels
Pick a channel by issue type
Account, order and subscription matters are handled only through tickets, so every exchange stays on record; email and Telegram do not replace tickets — they suit attachments, written records and checking maintenance notices.
Use it when you need to attach large log files, keep a written record of the exchange, or cannot sign in to the panel for the moment.
Telegram
Checking route maintenance notices, confirming whether a subscription has expired, or quickly verifying that a given route is currently up.
Email and Telegram addresses are updated together with the panel and always shown at the bottom of the user panel sign-in page. This page does not paste fixed addresses, so an old one cannot go stale after being forwarded.
Before you submit
Four issues to self-check first
Where our docs already walk through the steps, following them is usually faster than waiting for a reply; open a ticket for anything the docs do not cover.
Subscription import failed
Step by step from getting your subscription to importing it into a client and verifying the connection, with entry points for each platform.
View quick start →
Cannot connect or keeps dropping
The troubleshooting order in our full guide: switch routes first, then check DNS and protocol settings.
View the full guide →
Want another region or route type
Routes grouped by region, labelled IEPL dedicated, relay or direct.
View servers →
Refunds and billing rules
Prices for monthly plans and data packs, how data resets, and the refund policy.
View pricing →
Fewer round trips
Five things to put in one ticket
A complete ticket is usually pinpointed in one round; a ticket without an order number needs the account checked first, which adds a step.
- Order number or activation date: copy it straight from the orders page in your user panel.
- Client and OS version: name the client and the system version, for example the Windows client, macOS, Android.
- Route name and route type: details such as Tokyo · IEPL dedicated or Singapore · relay are visible in the client.
- Symptom and when it started: no connection at all, connected but pages will not load, or only one streaming site failing — each of the three points to a different cause.
- Steps already tried: switching routes, switching protocols, restarting the client — listing them saves a round of confirmation.
Paste screenshots and client logs straight into the ticket; that pinpoints an issue faster than a written description. If a log contains your subscription URL, mask the credential part of the address before uploading.
Process
What happens after you submit
From submission to closure there are four steps, and each one is recorded on the same ticket.
- Submit a ticket — describe the problem in the user panel and attach your material; a ticket number is created and all later replies stay on that same ticket.
- First reply — business days are handled in the order received, with evenings and weekends rolling over; the reply either sets out a troubleshooting path or states the outcome directly.
- Extra information — if logs, screenshots or order details are needed, you will be asked on the same ticket; once supplied, work continues without opening a new one.
- Resolved — the outcome is written in the ticket; where a refund is involved, the order number and amount are confirmed there.
FAQ
Five support questions
How do I request a refund?
Open a ticket in the user panel with your order number and a refund request. The 7-day no-questions-asked refund covers first paid orders and needs no reason. The full wording is in the Terms of Service.
How long does a ticket take to get a reply?
On business days the first reply usually arrives within hours; evenings and weekends roll over to the next business day. If several rounds are needed, the reply states what is required next so you are not left guessing.
What if I cannot sign in to the panel?
Start with the password recovery flow on the user panel sign-in page; if you still cannot get in, send the account name and the date of your most recent order by email or Telegram, and the account issue is handled once it is verified.
Can I share my subscription link with friends?
Not advisable. A subscription link works as an account credential and cannot be revoked on its own once shared. This service does not limit the number of devices — import the same subscription on every device under the account.
Which payment methods are supported?
Alipay, WeChat Pay and USDT. Once payment is complete, the order status shows on the orders page in your user panel; import the subscription and you can connect.
Activate first, then test the routes
No email address needed — sign up with a username and password; 120+ countries / 150+ routes, unlimited devices, 7-day no-questions-asked refund.