Contact & Support Tickets

Support Channels & Response Times

User Panel Tickets

Best for issues that require checking your account, order, subscription status, or connection behavior. Sign in to the user panel, open the support ticket page, and describe the issue and steps you have already tried. Add details and check replies in the same ticket.

Response times depend on ticket volume, issue complexity, and whether the information provided is complete. No fixed response time is promised. Check the original ticket for updates, and add any changes to the same thread to keep details in one place.

Email

RefVPN does not currently publish a support email address. Use a support ticket to send screenshots, provide order details, or keep a record of the conversation. Since no email contact is available, email response times are not provided.

Telegram

RefVPN does not currently publish a Telegram contact account and does not offer Telegram support. Submit account, payment, and refund questions through a user panel ticket. Telegram response times are not provided.

What to Include in Your Ticket

Account & Subscription

Say whether you’re having trouble signing in, your plan status hasn’t updated, or your client isn’t showing any servers. Include the page where the issue occurs, the exact message shown, and whether you’ve tried signing in again or refreshing your subscription. Don’t include your password or full subscription URL.

Connections & Servers

Include your operating system, client name, selected region and server, and the name of the service you’re trying to access. Clarify whether the client can’t connect or a service won’t load after connecting. Note roughly when it happened, any error message, and which server changes you’ve tried.

Before sharing a screenshot, hide your subscription URL, access tokens, and other private information. If only one service is affected, mention whether other websites work normally. This can help distinguish a connection issue from a service’s own regional or account requirements.

Payments & Refunds

RefVPN accepts Alipay, WeChat Pay, and USDT, and offers a 30-day money-back guarantee. For payment or refund issues, include the relevant order details and current status shown in the user panel, along with a description of the issue. See the full policy in the Terms of Service.

Send order records only through a ticket after signing in. Never share payment passwords, account passwords, or access credentials. When uploading a screenshot, include only what’s needed to verify the order.

Helpful Resources

For initial setup, start with the Guides and check each step: getting a client, importing your subscription, and testing the connection. For help choosing a region and server type, see the global server guide. For streaming region and playback issues, visit the streaming guide.

If the issue persists, list the checks you’ve already completed in your ticket rather than repeating the entire process. Specific error messages and the conditions that trigger them are more useful than simply saying “it doesn’t work.”