If you have an account, subscription, or connection issue, submit a ticket through the user panel. Keep your issue details, follow-up information, and support replies together to make troubleshooting easier.
The user panel ticket system is the current support channel.
User Panel Tickets
Use the ticket system for account access, subscription status, client connections, order checks, and refund questions. Open the ticket center, sign in as prompted, and describe your issue. If you already have a related ticket, add details there so the conversation stays in one place.
Reply times depend on the queue and the complexity of your issue, so we can’t provide a fixed timeframe. Return to the ticket center after submitting to check for a reply. If we need more information, we’ll ask in the ticket.
VPNPan has not published a support email address or Telegram contact, and these channels are not available for support. For account or order issues, use the user panel ticket system to avoid sharing your information with unverified contacts.
These channels are not available, so no response times are provided for them.
What to Include
Describe what you’re actually seeing. That makes it easier to identify the issue than simply saying, “It doesn’t work.”
Connection and Client Issues
Tell us which platform you’re using, the route name shown in your client, roughly when the issue occurred, and which service you were trying to access. Include the exact error message and let us know whether other routes are affected. Supported platforms: Windows / macOS / iOS / Android / Linux.
Subscription and Order Issues
Include the plan name, order status, and any error message shown in the user panel. For payment issues, you can also provide the order number and payment method. VPNPan supports Alipay / WeChat Pay / USDT. Only include screenshots with details needed for troubleshooting, and hide unrelated personal and payment information.
Refund Questions
VPNPan offers a 7-day no-questions-asked refund. Include your refund request and the relevant order in your ticket. See the refund policy for details. Follow up on refund progress in the original ticket; this page does not guarantee a processing time.
Help and FAQ
While you wait for a reply, check the relevant help topics. If you already have a ticket, there’s no need to submit another.
Installation and Connection
If you’re new to the service, start by checking how to get a client, import your subscription, and verify your connection. Find client downloads in the user panel.