Customer Support

Contact & Ticket Support

For account, connection, or billing issues, submit a ticket through the user panel. Include the issue and any relevant records in one ticket to make it easier for support to review and follow up.

Open a Support Ticket

Contact Options

For account or order-related matters, use the user panel after signing in.

Primary Support Channel

User Panel Tickets

For account access, subscription imports, connection issues, payment checks, and refund requests. Sign in, open the ticket section, describe the issue, and keep follow-up replies in the same thread.

Response times: Support staff will review your ticket after submission. Actual reply times may vary; order checks or connection troubleshooting may require additional information.

Go to the ticket section →
Contact Details

Email

No support email address is listed on this page, and email support is not currently available. Use the user panel for account, billing, or refund issues. Do not send order details to unverified addresses.

Response times: Email support is not available, so there is no email response time.

Contact Details

Telegram

No Telegram contact account is listed on this page, and instant messaging support is not currently available. For subscription or payment checks, submit a ticket through the user panel.

Response times: This channel is not available, so there is no response time for instant messages.

Ticket Checklist

Start by explaining what happened, then include the information needed to investigate. Before sharing screenshots, hide sensitive details such as passwords, full subscription links, and payment credentials.

Connection and Subscription Issues

  • Include your platform (Windows / macOS / iOS / Android / Linux) and the name of your client app.
  • Specify the selected route, the exact error message, roughly when the issue occurred, and whether all target websites are affected.
  • List the steps you have already tried, such as updating the subscription, switching routes, or restarting the client, to avoid repeating troubleshooting.
  • Attach a redacted screenshot of the error. Do not include full subscription URLs or access credentials.
View the Quick Start Guide →

Payments, Plans, and Refunds

  • Include your order number, plan name, payment date, and the order status shown in the user panel.
  • If you need a payment check, specify whether you paid with Alipay / WeChat Pay / USDT and include any necessary redacted records.
  • Monthly subscription data resets each month on the activation date. Mid-cycle upgrades are prorated for the remaining days. When checking your account, distinguish plan changes from data resets.
  • 9OVPN offers a 14-day money-back guarantee. Include the relevant order when requesting a refund. See the Terms of Service for details.
View the Terms of Service →

Still setting up your connection? Start with the FAQ. No email address is required to create an account; just choose a username and password. If you already have an account, sign in to the user panel to check your subscription and orders.