For account, subscription, connection, or payment issues, submit a ticket through the user panel so your case history and any follow-up details stay in one place.
Sign in to the Y5VPN user panel and open the support ticket section. Describe what happened, what you’ve tried, and what you’d like us to check. For order-related issues, include the relevant order number in your ticket.
Response times depend on the issue, the investigation required, and the current ticket queue; we don’t guarantee a fixed reply time. Check the user panel for updates after submitting a ticket. If more information is needed, reply in the same ticket to keep the context together.
Open Support TicketsNo contact email is listed on this page. For account, order, or refund questions, use the support ticket system in the user panel. This helps prevent you from sending account details to an address we can’t verify.
As no public email contact is available, we can’t provide an email response time.
No Telegram contact account is listed on this page. For subscription support, use the contact option in the user panel. Don’t send order details or subscription links to unverified accounts.
As no public Telegram contact is available, we can’t provide a response time for that channel.
Include your platform, client name, selected region, and route type. Describe whether the issue occurs while connecting or when accessing a particular app. If you see an error, you can attach a screenshot with sensitive details obscured and note whether switching routes or local networks changes the issue. Don’t share your full subscription link.
Include the relevant order, payment method, and status shown in the user panel. Y5VPN supports Alipay / WeChat Pay / USDT. If the payment status doesn’t match the order status, you can attach proof of payment with sensitive details obscured. Never share payment passwords, account passwords, or login credentials.
Check the Plans page for plan allowances, billing, and upgrade rules. Y5VPN offers a 7-day refund policy; see the Terms of Service for full details. To request a refund, submit a ticket with the relevant order and request.