Ticket support
Get help with account access, importing subscriptions, connection issues, order checks, and refund questions. Sign in to submit a ticket and follow up on replies there.
International Access Guide · Support
Contact VPNBig
Having trouble with your account, subscription, or connection? Start a support ticket. Keep updates and replies together in one place for easy follow-up.
Contact options and what they’re for
Please use the ticket form in the user panel. We don’t publish a support email address or Telegram account, and don’t provide unverified external contact links.
Email support
We don’t currently offer a public support email address. Email is not a support channel. For order or account matters, submit a ticket so the details can be tracked and handled appropriately.
Telegram support
We don’t currently publish a Telegram support account. For connection issues, subscription questions, or status updates, use the ticket form. Don’t send account details to unverified accounts.
How to write a support ticket
Start with what you were trying to do, then describe what happened. Details that reflect the issue as it occurred make it easier to investigate.
Connection or access issues
Include your country or region, platform and client app, route name, and roughly when the issue occurred. Say whether you couldn’t connect, couldn’t access the service after connecting, or experienced interruptions during playback or loading. If you saw an error, include its full text.
If you’ve already switched routes, re-imported your subscription, or changed networks, describe what you did and what happened. If the issue involves the service’s account region, you can include the relevant message; don’t share your login details for that service.
Subscriptions, orders, and refunds
Include the relevant order and what you’d like us to check, such as a payment status that hasn’t updated, a question about data resets, or a plan upgrade record. You can ask about a refund directly in a ticket. VPNBig offers a 7-day no-questions-asked refund; see the Terms of Service for details.
Response times and ticket updates
After submitting a ticket, please allow time for it to be reviewed. We don’t promise a fixed response time; resolution depends on the issue, the information provided, and the current queue. Connection or payment status issues may require additional checks.
Check for replies in the user panel after submitting your ticket. If you have a new error, an updated order status, or additional screenshots, reply to the original ticket to keep everything together.
You may find these helpful first
- Setting up a subscription for the first time or switching devices? See the setup guide.
- Questions about accounts, connections, speed, or billing? Visit the Help Center.
- Having trouble accessing videos in mainland China or international streaming services? See the streaming guide and check your route and account region.
Creating an account requires no email address—just choose a username and password. If you already have an account, use the login page to open the panel and submit a ticket.