Z5VPN / Support

Support & Tickets.

For connection issues, subscription billing, or refund questions, keep everything in one support ticket. Add details and check replies there as your case progresses.

For help from customer support, sign in to your user panel and open the ticket area. Not ready to submit a ticket? Visit the Help Center first. For installation and setup, see the Quick Start Guide.

Open Support Tickets

Contact Options & Response Times

User Panel Tickets

Use tickets for connection issues, account and subscription questions, order checks, and refund requests. Return to the ticket area to check for replies. Add information about the same issue to the original ticket so the full conversation stays together.

Response times depend on the support queue and the complexity of the issue. We do not guarantee a fixed response time. Check your ticket for requests for more information or order details.

View or Submit a Ticket

Email

No support email address is listed on this page. To share troubleshooting details, screenshots, or order information, use the ticket system to keep everything together with your account issue.

Email is not a support channel listed on this page, so no response time is provided for email inquiries.

No Telegram contact account is listed on this page. For account, payment, or refund issues, submit a ticket through your user panel. Do not send account information to unverified accounts.

Telegram is not a support channel listed on this page, so no response time is provided for Telegram inquiries.

Before You Submit: Gather Details

You don’t need to diagnose the issue first. Describing what you actually see is more helpful for troubleshooting than simply saying, “It doesn’t work.”

Connection issues: Tell us which platform and client you’re using, the client’s error message, your selected region and route type, and roughly when the issue occurred. Let us know whether all sites are affected or just one website or app.
Subscription questions: Tell us whether your question is about the plan details, data reset, or importing the subscription into your client. You can also check billing and data details on the Plans & Pricing page.
Payment issues: Include the relevant order number, payment method, and current order status. Supported payment methods are Alipay / WeChat Pay / USDT. In screenshots, hide personal information unrelated to the issue.
Refund requests: Use a ticket to identify the order and explain your request. Z5VPN offers a 14-day no-questions-asked refund. See the Terms of Service for applicable terms.

If you find new details after submitting, add them to the original ticket. While waiting for a reply, see the Help Center for connection issues and the Global Nodes page for help choosing a route.