When a connection fails, work through the checks below in order — most cases recover within minutes. If they do not, contact us with the details.
Following them in order usually separates an account problem from a node problem or a local network problem.
Refresh the node list in the client, then switch to a node in another region. If switching fixes it, a single node was fluctuating.
A clock offset breaks the encrypted handshake. Confirm automatic time sync, then try the same node on mobile data to rule out the local network.
If it still fails, submit your system version, client version, ISP and target site together so the route can be diagnosed properly.
We troubleshoot based on your operating system, local ISP and target service instead of asking you to reinstall blindly.
Staffed during working hours and best for urgent connection failures or payment issues, usually with a short response time.
Best for complex problems that need logs and screenshots. Tickets are assigned to a specific person and answered through your registered email.
Illustrated guides for installation, subscription import, routing rules and router configuration, for common setup questions you can solve yourself.
The more complete the information, the faster the diagnosis. These items shorten troubleshooting noticeably.
Response times, what is covered and how tickets are handled.
Live channels usually answer quickly during working hours. Email tickets are handled in order, with VIP users given priority.
Yes. Free users can open tickets too — VIP users are simply scheduled first in the queue.
For complex local network issues, support can guide you with step-by-step instructions and screenshots. We never ask for account passwords.
No. Any message requesting your account password did not come from our official channels — never share login credentials with anyone.
One account covers your phone, computer and tablet — from the free plan to VIP dedicated lines for study, remote work, AI tools and streaming.