VPNIW / SUPPORT
Customer Support & Tickets
Submit a ticket through the user dashboard for connection issues, subscription updates, orders, or refunds. Include the symptoms and steps you’ve already tried in one ticket so support can troubleshoot with the full history.
No email address is required to create an account; just use a username and password. You must sign in to submit a ticket, and replies are available in the user dashboard.
Go to the Support CenterContact Options and Response Times
User Dashboard Tickets
Best for issues that require an account status or order history check, or ongoing troubleshooting. After submitting a ticket, check the Support Center for replies and add screenshots or test results to the original ticket. Keeping everything about one issue in a single thread makes it easier to identify the cause.
Response times depend on the progress of your ticket; no fixed response time is promised on this page. Reproducing a connection issue or checking payment records may require additional information. While you wait, you can organize the details listed below.
No support email address is currently listed. To send a written explanation or screenshots, use a ticket in the user dashboard. Do not send account information to an address that VPNIW has not confirmed.
Telegram
No Telegram contact account is currently listed. For troubleshooting follow-ups or subscription questions, continue the conversation in the Support Center. Response times are not provided for unlisted contact channels.
What to Include in Your Ticket
Connection or Access Issues
Include your platform, operating system version, client name and version, and the full displayed name of the route you’re using. Say whether the issue occurs while connecting or when accessing a particular website or app after connecting. Include the approximate time, network type, and exact error message.
If you switched routes, updated your subscription, or restarted the client, describe what changed afterward. Screenshots should show the error and connection status; hide subscription links, account credentials, and other personal information.
Payments, Data, and Refunds
For order issues, include the order number, plan name, payment method, and order status shown in the user dashboard. Accepted payment methods are Alipay / WeChat Pay / USDT. In payment screenshots, hide any information not needed to verify the order.
Monthly subscription data resets monthly on the activation date. Mid-cycle upgrades are prorated based on the remaining days. Data packages remain valid until used and never expire. If you have questions about data usage, attach screenshots of your plan and data pages, and say whether the issue arose after a renewal, upgrade, or period of use.
VPNIW offers a 7-day no-questions-asked refund. Submit refund questions and requests through a support ticket. See the Terms of Service for details, and follow the request’s progress in the original ticket.
Where to Find Answers to Common Questions
New to the service and unsure how to import your subscription?
Start with the Setup Guide and follow the steps for your account, plan, subscription import, and connection check. Find the client download in the user dashboard. Sign in to get your subscription; the client is provided according to your account and plan status.
Connected, but websites or apps won’t open?
Use the Troubleshooting Guide to check proxy mode, app settings, and DNS. If the issue persists, submit the affected app or website name, error message, and steps you’ve tried through the Support Center.
What should I include when using multiple devices?
VPNIW supports unlimited devices. When reporting an issue, specify the platform of each affected device and whether other devices can connect normally. This helps distinguish between local settings, network conditions, and route issues.
Where can I check replies to my support ticket?
Sign in to the user dashboard, open the Support Center, and select the relevant ticket to view replies. If support asks for more information, add it to the same ticket. There is no separate information collection form on this page.