Contact Support
For account, subscription, or connection issues, describe what happened clearly and submit a ticket. Keep follow-up details and replies in the same ticket to make it easier to resolve.
Go to Support Tickets →Contact Options and Replies
User Panel Support Tickets
Use support tickets for account access, plan data, connection issues, payment records, or refund questions. Open the ticket page in the user panel. If prompted, sign in to the relevant account before submitting your issue.
No fixed response time is currently published. Return to the ticket page to check progress and replies. If you have new symptoms or troubleshooting results, add them to the original ticket to keep the context together.
Email and Telegram
No public email address or Telegram contact is listed on this page. For questions about orders, accounts, or connection troubleshooting, use the support tickets in the user panel. There is no need to look for off-site contacts or send account details to an unverified account.
What to Include in Your Ticket
Connection and Client Issues
Include your platform, the error shown in the client, roughly when the issue occurred, and the affected regional server. Say whether you can’t access any international sites or only have trouble with a particular app, and list the steps you’ve already tried.
The interface may differ across Windows, macOS, iOS, Android, and Linux. In screenshots, include the error and relevant settings, but hide passwords, subscription links, access tokens, and other sensitive details. Do not send your full subscription URL.
Payment and Subscription Issues
Include the relevant order number, plan, payment method, and the order status shown in the user panel. Payment methods include Alipay, WeChat Pay, and USDT. If the payment result differs from the panel record, you can attach proof of payment with personal details redacted.
Account Access Issues
Describe the page where the issue occurs and any message shown. Do not include your password in the ticket. VPNLake does not require an email address; you can create an account with a username and password. Please refer to the account you actually use when contacting support.
Billing and Refund Questions
Monthly subscription data resets each month on the activation date. Mid-cycle upgrades are prorated for the remaining days. Data packs remain available until used and never expire. If you have questions about your remaining data or upgrade history, include the relevant plan and what the user panel shows.
VPNLake offers a 7-day no-questions-asked refund policy. Read the refund policy before submitting your order details through a support ticket. Check the ticket reply for updates; no fixed processing time is promised here.
Helpful Resources Before You Submit a Ticket
If you haven’t imported a client configuration yet, follow a guide to check the steps. If you can connect but performance differs from expected, review the Help Center’s information on servers and troubleshooting, then describe any unresolved issues in a support ticket.
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