Submit connection issues, billing questions, and refund requests through the customer portal. Include the problem, your setup, and steps you’ve already tried in one ticket to make follow-up easier.
Log in and open the ticket page to describe the issue. If you already have a ticket, add details there and check for replies in the same thread.
Response times depend on the investigation and whether more information is needed; no fixed response time is guaranteed. Check your ticket for updates after submitting. Sending the same issue again will not speed up handling.
The customer portal ticket system is currently the available contact channel. Any public contact details are listed on this page.
For connection issues, subscription status, order questions, and refund requests. For account- or order-related issues, log in to the relevant account before submitting a ticket.
Response times depend on the reply in your ticket. If more troubleshooting is needed, add the requested details to the existing ticket.
View Tickets →No public contact email is currently available. To describe an issue in writing or attach an error screenshot, submit a ticket through the customer portal.
No email address is available for this channel, so email response times do not apply.
No public Telegram account is currently available. For connection troubleshooting or subscription questions, use the ticket system; there’s no need to contact us through an external chat service.
There’s no chat option available through this channel, so chat response times do not apply.
Share only the details needed to explain the issue. Never include passwords, full subscription URLs, access tokens, or payment credentials in text or screenshots.
Include your platform, client name, selected route region and type, and roughly when the issue occurred. Say whether you can’t connect, can’t reach the service you need after connecting, or lose the connection while using it. Include any error message shown by the client.
If you’ve switched routes or changed networks, note whether anything changed. Include only the relevant error details in screenshots, and hide account information and subscription credentials. For basic setup steps, see the Quick-Start Guide.
Explain the difference between what you expected and what appears in the portal—for example, a plan status that hasn’t updated after payment, a question about displayed data usage, or an upgrade that needs checking. For order-related questions, include the relevant order ID and necessary payment status details in a ticket after logging in.
Monthly subscription data resets each month on the activation date. If you upgrade mid-cycle, the price difference is prorated for the remaining days. Data add-ons remain valid until used and never expire. Compare plan options on the Plans & Pricing page.
VPNSound offers a 60-day money-back guarantee. Log in to the customer portal and submit a refund request through the ticket system, including the order that needs review. See the Terms of Service for refund terms. Check your ticket for updates.