Submit a ticket through your account dashboard for connection issues, subscription imports, billing questions, or refund requests. Keep troubleshooting details and replies together in one conversation.
If you already have an account, sign in to access the Support Center. Create an account with a username and password—no email address required.
Contact options and response times
Account dashboard support tickets
Use tickets for account and subscription questions, connection issues, payments, data usage checks, and refund requests. Open the Support Center and follow the prompts to enter a subject and describe the issue. If you already have a related ticket, add details there to keep troubleshooting in one place.
Replies are reviewed by a support team member. Wait times depend on the current queue and the complexity of the issue; no fixed response time is promised. Check the Support Center for replies after submitting your ticket. If more details are needed, add them to the same conversation.
Z9VPN has not published a support email address or Telegram contact, so neither channel currently offers an official way to reach support or an expected response time. For subscription, billing, or technical questions, submit a ticket through your account dashboard.
Keep account and payment details within a support ticket conversation while signed in.
What to include before submitting
Connections and access to AI tools
Tell us which platform and client you use, the selected route name, and roughly when the issue occurred. Describe the step where it happens: importing a subscription, connecting, opening a webpage, or generating content. Include the exact error message if available; it helps more than simply saying it does not work.
If you have tried reconnecting, updating the subscription, or switching routes, describe what you did and what happened. Crop screenshots to the relevant error and hide account details, subscription URLs, and other private information. For AI tool region requirements and account rules, see the AI Access Guide.
Importing subscriptions and configuring clients
Include your device’s operating system, the import result shown in the client, and whether the route list appears. Do not send your full subscription URL, account password, access token, or API key. If you have not completed the initial setup, check the steps in the Getting Started Guide. Find client downloads in the account dashboard.
Payments, data usage, and refunds
For order issues, include the relevant order number, payment method, and status shown in your dashboard. Payment methods include Alipay / WeChat Pay / USDT. If you attach a payment screenshot, hide information unrelated to the order.
For data usage checks, tell us which plan you use and what the dashboard shows. Monthly subscription data resets each month on the activation date. When you upgrade mid-cycle, the price difference is prorated for the remaining days. Data add-ons do not expire and remain available until used. See full pricing on the Plans page.
Z9VPN offers a 30-day refund policy. To request a refund, state your request and include the relevant order in your support ticket. See the Terms of Service for details. Check the same ticket for a response after submitting your request.
Quick checks while you wait
For common connection, account, and billing questions, see FAQs. For international route types and how to choose one, see the Server Guide.