CONTACT
VPNWY support runs entirely online: submitting a ticket from your dashboard is the main route, and it covers all four categories — account and subscription, connection and troubleshooting, speed and routes, and billing and refunds. Email and Telegram addresses are not listed on public pages; sign in to see the current channels in your dashboard. No email address is required to create an account — a username and password are enough — and account-related questions are also handled through tickets after your order details are verified.
CHANNELS
All three channels share one queue and are handled in the order they arrive — first in, first answered. Use only one channel per issue: duplicate submissions add a second copy to the queue and actually slow down verification.
After signing in, open the tickets section in your dashboard and describe the issue, your order number and the steps you have already tried in one message. All four categories — account and subscription, connection and troubleshooting, speed and routes, and billing and refunds — start here, and it leaves the most complete record and is the easiest channel to check.
Email addresses are not listed on public pages: public support addresses get scraped in bulk and used for impersonation and spam. If you need an email record for billing or refund correspondence, sign in to see the current address in your dashboard and include your order number in the message. Email and tickets go into the same queue and are handled in the same order.
Telegram suits short questions and status checks, such as confirming whether a route is under maintenance or whether a payment has arrived. The account is likewise published only inside the dashboard and is not shown on this page. Messages are answered in the order they are seen, with no promise of an instant reply; for refunds or anything that needs a record, a ticket is still the better route.
SUBMIT
Include the details below in one message and you can skip a round of back-and-forth. Your order number is available in the orders section of your dashboard, and error messages can simply be screenshotted and pasted into the ticket.
| Issue type | Recommended channel | What to include |
|---|---|---|
| Account & subscription | Dashboard tickets | Username, order number, when the issue started |
| Connection & troubleshooting | Dashboard tickets | Client and platform, the exact error message or a screenshot, and routes you have already switched to |
| Speed & routes | Dashboard tickets | The regional route you used, the time window, and how another route compared during the same window |
| Billing & refunds | Dashboard ticket; email when you need a written record | Order number and payment method; refund requests must fall within the 30-day money-back window |
Run a three-step check before submitting: confirm your plan is still active, confirm this month's data has not run out, and switch to another route in the same region and connect again. These three steps clear up most connection issues and make your ticket more specific.
FAQ
The five answers below cover the situations asked about most often before and after submitting a ticket; the Complete Handbook and the Guides go into more detail.
Eligible orders are covered by the 30-day money-back guarantee. Sign in to your dashboard and submit a ticket with your order number and payment method; progress is updated in the same ticket, so no separate email is needed.
Public support addresses get scraped in bulk and used for impersonation and spam. The current email and Telegram addresses are available only to signed-in users and can be found in your dashboard; for anything that needs a record, use a ticket — the history stays in your dashboard.
Tickets are handled in the order they arrive, first in, first answered, and the first reply usually comes the same day; route maintenance or a busy period can push that back. Adding details to the same ticket is faster than opening a new one — duplicates only add another copy to the queue.
VPNWY does not require an email address — a username and password are enough to create an account — so password recovery does not go through email. Contact support through a ticket with your username and details of your most recent order so the account can be verified and the issue resolved.
Support covers VPNWY's own account, subscription, route and billing issues. Account status and content policies inside third-party apps are outside that scope; if you have confirmed the problem lies with a route, mention it in your ticket and support will suggest a different one.
DOCS
Most subscription and connection issues already have step-by-step instructions in the docs. Work through them first — your ticket will be more precise and verification faster.