Contact / Support
Contact & Support Tickets
For connection issues, billing questions, or refund help, submit a ticket through your account. Include the issue and any relevant account records so they can be reviewed together.
Support Channels & Replies
Support Tickets
Best for issues that require checking your account, order, or connection details. Sign in and open the ticket page to describe the issue. If you already have a related ticket, add the details there to keep the conversation in context.
Email & Telegram
We have not published an email address or Telegram contact. For support, use the ticket system in your account. Do not send account details or payment information to unverified accounts.
Expected Response Time
We do not guarantee a fixed response time. Connection issues may require details about your setup, while billing questions may require an order review. Check your ticket in the account panel for replies and updates on its status.
What to Prepare Before Submitting
Connection & Client Issues
Include your platform, the server region shown in your client, roughly when the issue occurred, and any error message on screen. Say whether you cannot connect or are connected but unable to open a specific website. Note any changes after switching servers or network environments.
You can specify a supported platform: Windows / macOS / iOS / Android / Linux. Make sure screenshots clearly show the error, and hide passwords, subscription links, and access credentials before submitting. There is no need to send your full configuration file.
Subscription & Payment Questions
Include the relevant order details from your account and describe the current status and expected outcome. For example, your plan status may not have updated after payment, or you may have a question about the traffic reset date. Keep only the information needed to verify a payment and hide other personal details.
Monthly subscription traffic resets on the activation date each month. If you upgrade mid-cycle, the price difference is prorated for the remaining days. Data add-ons remain available until used and never expire. Review the billing rules on the plans page before submitting your question.
Refund Questions
VPNHear offers a 14-day no-questions-asked refund. Submit a ticket with your refund request and the relevant order details. See the Terms of Service for the full policy. Submitting a request and completing a refund are separate steps; check your ticket for the review outcome.
Check the Setup Guides First
If this is your first time using the service, follow the setup guide to check how to import your client configuration and connect. If you can connect but something still is not working, see the troubleshooting advice in the Help Center. If the issue persists, include the steps you have already tried in your ticket.