User Panel · Ticket Support

Support & Tickets

Submit account, subscription, connection, and billing questions through the user panel. Replies and follow-up information stay in the original ticket, making it easy to track progress.

Open the ticket center

Sign in to your account to submit a question or view existing tickets.

Contact Channels & Response Information

The user panel ticket system is currently the available support channel. Do not send account or payment information to external contacts unless they have been verified.

User Panel Tickets

For account access, subscription changes, client connection issues, order checks, and refund requests. Use a title that describes the issue and include the steps you took and the results in the message.

Check the original ticket for replies after submitting. Response times depend on inquiry volume and the time needed to investigate; no fixed response time is promised on this page. If more information is needed, reply in the same ticket.

Submit or view a ticket →

Email

No public support email is currently available. Email is not a support channel at this time. Submit account or order questions, and issues that require screenshots, through the ticket system.

As public email support is not available, no email response time is provided on this page.

Telegram

No official Telegram support account is currently public. Social channels are not available for support at this time. For connection issues or subscription questions, keep the full support history in the user panel.

This page does not provide Telegram response times or unverified account links.

What to Include in Your Ticket

Describe an issue that can be reproduced; this makes it easier to identify the cause than simply saying “it doesn’t work.”

Connection & Subscription Issues

Specify your platform (Windows / macOS / iOS / Android / Linux), along with your operating system and client versions.
Include approximately when the issue occurred, the network you were using, the route name shown in the panel, and the affected website or app.
Clarify whether you can’t connect, webpages won’t load after connecting, speeds have dropped, or a subscription update failed. Include the full error message.
List the troubleshooting steps you’ve already tried and their results, such as switching networks, updating the subscription, or trying another route. This helps avoid repeating checks.

Orders & Refunds

Include the order number shown in the panel, the associated plan, payment method, and current order status. Payment methods: Alipay / WeChat Pay / USDT. Before sharing a payment screenshot, hide any information unrelated to the order being checked.

VPNShort offers a 30-day no-questions-asked refund. Submit refund questions through a support ticket. See the Terms of Service for details. Submitting a request does not mean the refund has been processed; check the ticket for updates.

Helpful Information Before Contacting Support

For basic tasks, start with the guides. If an issue persists, complete the initial checks and include the results in your ticket.

Quick Start: Create an account, get a client, and import your subscription. No email address is required; create an account with a username and password.
Frequently Asked Questions: Accounts and subscriptions, connections and troubleshooting, speeds and routes, billing and refunds.
Troubleshooting Guide: Check your connection, network settings, and subscription updates based on the symptoms.
View Plans: Compare monthly subscriptions and data plans, and check how data resets work.

For the same issue, continue in the original ticket whenever possible. Add when it happened, any changes to the error, and the results of your checks. This keeps the context together and avoids repeating information.