X5VPN / Support

Support & Tickets

Manage connection, subscription, and billing questions in one place: your account.

Contact support through a ticket in your account dashboard. After submitting, return to the ticket to check for replies and add any further details to the same thread so the full context stays together.

Contact options

For account or order questions, please use the support ticket system in your dashboard. No public email address or Telegram contact is provided on this page.

Support ticket

Use a ticket for connection problems, subscription import issues, data usage or billing questions, payment status checks, and refund requests. Submit it after signing in to the relevant account so support can review the details there.

Open a support ticket

Guides & FAQs

For getting started, downloading a client, importing a subscription, or checking a basic connection, start with the guides. If the issue persists, include the steps you have tried in a support ticket.

View Guides

View FAQs

Before you submit

Describe what’s happening in detail to help us troubleshoot. “It doesn’t work” alone may not be enough.

Connection and client issues

Include your platform, operating system, client name and version, and current network environment.
Include the selected region, route name, approximate time the issue occurred, and whether it is ongoing.
Quote the exact error message and say whether you can’t connect, can’t access sites after connecting, or are having trouble with a specific service.
List the steps you’ve already tried, such as switching routes, updating the subscription, or restarting the client.

Orders and refunds

Say whether the issue concerns a monthly subscription or a data package, and include the relevant order number.
If a payment status looks incorrect, include the payment time, payment method, and any necessary proof of payment.
For a refund request, include the relevant order number and explain what you’re requesting. X5VPN offers a 60-day no-questions-asked refund policy.
See the refund policy for details. Check your ticket for updates on your order.

Before sharing screenshots, hide your password, full subscription link, access tokens, and any unrelated payment details. Subscription links contain account access credentials; never post them in public discussions.

Replies and follow-up

Response times depend on how tickets are handled. No fixed reply time is promised on this page.

After submitting a ticket, return to your account dashboard later to check its status. Reply times depend on support volume, the complexity of the issue, and whether more information is needed. Troubleshooting route issues or verifying orders may require further discussion.

If the issue changes, add the latest error message and steps you took to the existing ticket rather than opening multiple tickets for the same issue. When support replies, check that the suggestions fit your actual setup before proceeding.

New to X5VPN? Create an account with a username and password—no email address required. If you already have an account, sign in with it to keep your subscriptions and orders linked.