Panel tickets
Covers accounts and subscriptions, orders and payments, refund requests, connection issues and route feedback. Submit after logging in; records and replies stay in the panel, so you can pick up where you left off on another device.
Contact Us
Account and subscription, order and payment, refund request and connection failure — these four types of requests are all handled in the ticket system inside the user panel, and progress can be reviewed at any time. No email address or instant-messaging account is published on the site: keeping support requests in one traceable channel is less error-prone than opening several entry points.
SUPPORT CHANNELS
Support Channels
VPNDU provides international route acceleration across 100+ countries and 250+ routes, with popular regions including Hong Kong, Japan, Singapore, the United States, Italy and France. Questions about accounts, orders or routes go through tickets, while questions about how to use the service or how a platform works can often be answered first in the self-service documentation.
Help Center
Organized into four categories: accounts and subscriptions, connections and troubleshooting, speed and routes, billing and refunds. For things like client installation, importing a subscription or checking common errors, most people find their answer here within minutes.
Streaming Guide
Explains how regional restrictions work on each platform, the difference between native IPs and residential IPs, the real bandwidth demands of 4K and Dolby Vision, and how to choose a route based on what you want to watch.
RESPONSE
Channel use cases and response times
Tickets are handled in the order they are submitted, and you will usually get a first reply within 24 hours. During widespread outages or holidays this may take longer; when there is a queue, the current status is shown in the panel.
| Channel | Use cases | What to include | Expected response |
|---|---|---|---|
| Panel tickets | Accounts and subscriptions, orders and payments, refund requests, connection issues, route feedback | Panel username, order number (if an order is involved), platform and client version, route name, the exact error message or a screenshot | First reply usually within 24 hours |
| Help Center | Client installation, importing subscriptions, checking common errors | Not required | Instant self-service |
| Streaming Guide | Streaming library differences, resolution and route selection, error code explanations | Not required | Instant self-service |
| Plans page | Price tiers, data packs, the fine print of the refund promise | Not required | Instant self-service |
About refunds: The exact terms of the 7-day refund, what is eligible and how the money is returned are set out on the Refund Policy page. Include your order number when submitting a refund request; each request is checked against its order.
Security note: Subscription links and panel passwords count as account credentials. Support staff will never ask for your password or subscription link. If anyone on any channel asks for credentials, do not provide them — verify through a panel ticket instead.
BEFORE YOU WRITE
What to prepare before submitting a ticket
Giving all the information at once usually saves a round of back-and-forth. Provide the items below as they apply to you; missing one will not stop you from submitting.
- UsernameThe username you use to log in to the panel; no password needed
- Order numberInclude it if your request involves an order, payment or refund. Payment methods: Alipay / WeChat Pay / USDT
- Platform and versionWhich of Windows / macOS / iOS / Android / Linux you are on, plus the client version number
- Route nameFor example "Japan · Tokyo" or "Hong Kong · IEPL dedicated line", plus roughly when the problem occurs
- Exact error textThe error code, message or a screenshot; for streaming issues, name the platform and the region you are trying to reach
If the problem shows up on several platforms at once, saying so is more useful than a screenshot from each one. If it only happens during peak evening hours, note the approximate times so we can check by route type.
FAQ
Common questions
These are the questions that come up most often in tickets; reading them first often saves you the wait.
How do I request a refund?
Open a ticket in the panel, choose the refund category and include your order number. The exact terms of the 7-day refund, what is eligible and how the money is returned are on the Refund Policy page.
Do I need an email address to sign up?
No email address is needed — a username and password are enough to create an account, after which you can pick a plan, place an order and get your subscription in the panel.
How many devices can use one account at the same time?
There is no limit on the number of devices. Supported platforms are Windows / macOS / iOS / Android / Linux, and the same account's subscription can be imported into clients on each platform as needed.
Which payment methods are supported?
Alipay / WeChat Pay / USDT. After placing an order, choose one of them on the payment page to complete payment; the order status updates in the panel.
Do data packs expire?
Data packs last until they are used up and never expire. Monthly subscription data resets each month on the activation date, and if you upgrade mid-cycle the price difference is converted into remaining days.
How long until I get a reply to my ticket?
You will usually get a first reply within 24 hours, and tickets are handled in the order they are submitted. During widespread outages or holidays it may take longer; in that case, check the Help Center first for a matching announcement.
SELF SERVICE
Self-service resources
Most questions do not need to wait for a reply — the pages below already cover the common cases.