Support & Tickets
Submit tickets through the user panel for account, subscription, connection or billing issues. Keep details, follow-up information and support updates together for easy reference.
Contact Options
User Panel Tickets
Use tickets for account access, subscription access, client connection, order checks or refund questions. Sign in when prompted, then describe the issue, what happened and what you have already tried. Include any relevant details.
Check for replies in the panel and add any further information to the original ticket. Keeping everything in one ticket makes it easier to review the full history.
There is currently no public support email address. To send details or attachments, use the user panel ticket system.
Telegram
There is currently no public Telegram contact. For account or order questions, submit a ticket and avoid sending account details to unverified contacts.
Replies and Resolution Times
We do not guarantee a fixed response time. Replies depend on the ticket and its handling. Connection issues may require client details; billing and refund questions may require an order check. Submitting a ticket does not mean the issue has been resolved—please rely on the response in your ticket.
Before You Submit
Connection and Route Issues
Include your platform, client name, selected region and route type, plus approximately when the issue occurred. Say whether it happens before connecting, after connecting or only when visiting a particular site. If you see an error, include its full text.
Also note whether switching routes, reconnecting or refreshing your subscription made a difference. Screenshots can help with troubleshooting, but conceal your account credentials and other private information before sending them.
Subscription and Order Issues
Tell us whether a plan is missing, you have a question about data resets or upgrade billing, or the payment result does not match the status shown in the panel. If we need to check a payment, provide the relevant order number and a payment record with sensitive details concealed. Never share your payment password.
Monthly subscription data resets each month on the activation date. When you upgrade mid-cycle, the price difference is converted into the remaining days. Data add-ons remain available until used and never expire. For billing details, see Plans and Pricing.
Refund Questions
VPNBZ offers a 14-day no-questions-asked refund. To request a refund or check its status, include the relevant order and your request in a ticket. See the Terms of Service for applicable conditions. The outcome will be confirmed in the ticket.
Common Support Topics
New to the service? Where should I start?
Start with the Getting Started Guide for instructions on getting a client, importing your subscription and checking your connection. No email address is required; create an account with a username and password. Sign in to access your subscription.
Where can I get the client and subscription?
Go to the client downloads in the user panel and follow the instructions. Sign in to download for Windows, macOS, Android or Linux. For iOS, follow the requirements shown in the panel.
A specific website won't load. What details should I provide?
Include the website name, selected route region, any error message and whether other sites work. Websites may have their own regional and account requirements, so a connected route does not guarantee access to a particular site. See the Route Guide first.
Do I need to open another ticket after submitting one?
For the same issue, add details to the original ticket and check for replies there. If anything changes, describe what changed and what you have tried to keep the troubleshooting history clear.