CONTACT DESK
Keep all account, subscription, connection, billing, and refund matters in one ticket record. Issue details, status updates, and follow-up information remain available in the user panel.
Support channels
Use tickets first. Email and Telegram will serve as official contact channels only after specific addresses are published on this page.
For account status, plan activation, connection issues, international route selection, billing records, and refund requests. Include the symptoms, platform, and troubleshooting steps already completed when submitting a ticket.
Response time: Tickets are handled according to the current queue and issue complexity, with no fixed time limit. Use the status and replies shown in the ticket for progress updates.
Open ticketsNo service email is currently published, so email is not available for account, subscription, or refund requests at this time. Do not send pending matters to an address that has not been confirmed on this page.
Response time: Not applicable at present. If an official email is enabled, the details published on this page will be authoritative.
Use a ticket insteadNo Telegram contact details are currently published, so this channel is not available for connection, billing, or account matters. Usernames from unknown sources cannot be treated as PvVPN contact credentials.
Response time: Not applicable at present. If official contact details are enabled, they will be clearly listed on this page.
Use a ticket insteadBefore you submit
Clearer ticket details make it easier to route your request correctly. Provide the necessary information for your situation, but never include passwords or subscription credentials.
State the platform you use, such as Windows, macOS, iOS, Android, or Linux, and explain where the connection fails. You can also include the selected region, client message, whether you have tried another international route, and whether the issue can be reproduced consistently.
Include the relevant username, plan status, and on-page message. PvVPN registration does not require an email address; a username and password are sufficient. You do not need to provide an email address separately when submitting a ticket.
State the payment method, order status, and details that need checking. Supported payment methods are Alipay / WeChat Pay / USDT. For a refund, select the relevant order in the ticket and describe the request.
Self-service
For common installation and plan questions, start with the relevant page. If the issue remains unresolved, include the steps you have already tried in your ticket.
Follow the complete platform-specific process for registration, getting the client, importing a subscription, and verifying the connection.
View usage guides →Review monthly subscriptions, data packages, reset rules, upgrade options, and payment methods.
View plan details →Review route information by region and access goal, then adjust your selection based on the actual connection result.
View all routes →Frequently asked questions
The ticket portal is in the user panel. Select “Submit a ticket” or “Open tickets” on this page to go there. If you are not logged in, follow the panel prompts to verify your identity.
The current facts do not provide either contact detail, so this page does not list unverified addresses. Official channels will be listed only after they are clearly published.
Handling time depends on the issue complexity and current queue, with no fixed time promised. Check the status in your ticket; if more information is needed, continue replying in the original ticket.
No. Add updates to the original ticket for the same matter so the full history remains together and the issue details are not split across multiple tickets.