Cross-border access · International routes

Contact & Support — VPNBu

Account and subscription, connection and troubleshooting, billing and refunds — each has a matching channel below. For anything that needs screenshots, logs or the exact error text, a dashboard ticket is the most direct route.

  • 60-day money-back guarantee
  • No email address required — just a username and password
  • Alipay / WeChat Pay / USDT

Support channels and response times

Each of the three channels has its own job: complex issues go to tickets, account matters go to email, quick confirmations go to Telegram. Send each question to one place only — duplicate submissions actually slow things down.

Recommended channel

Dashboard ticket

Log in to the user dashboard and open a new ticket on the Tickets page; you can attach screenshots, the exact error text and the time window when the problem appeared. The whole thread stays in the dashboard, so you never have to describe the problem again when following up.

  • Connection failures, frequent disconnects, speed issues
  • Subscription import and client setup issues
  • Orders, refunds and plan changes
Submit a ticket

Expected response: first reply usually within 1 business day; slower on public holidays or for route issues that need investigation.

Email

Write to [email protected] for issues that don't need a real-time conversation: trouble logging in to the dashboard, account or subscription changes, refund requests, content corrections. Adding your username and order number to the subject line saves a round trip.

Email us

Expected response: usually within 1–2 business days.

Telegram

The @VPNBu channel is for quick questions and service status checks; messages are checked from time to time. For complex issues that need screenshots or logs, use a ticket or email instead, so nothing gets scattered or out of sync.

Open Telegram

Expected response: checked periodically; best for questions that take a sentence or two.

Prepare these details before you submit

The more complete your details, the more likely the first reply can give you a fix you can use right away.

  1. Account username

    You can see the username you registered with in the dashboard. No channel ever requires your password, and support staff will never ask for it.

  2. Device and client

    Tell us which of Windows / macOS / iOS / Android / Linux you're using, and include the client version number so we can check it against known issues.

  3. When the problem started and which route

    For example, "after 21:00 last night, the Japan route started disconnecting constantly." A timestamp plus the route region speeds up diagnosis a lot.

  4. The exact error text or a screenshot

    Copy the message your client shows exactly as it appears, or take a screenshot. Before posting it, mask your subscription URL so it doesn't circulate in public channels.

  5. What you've already tried

    One line on what happened when you switched routes, restarted the client or changed networks saves a whole round of repeat suggestions.

On refunds: within the 60-day money-back guarantee window, submit a request via a dashboard ticket with your order number and payment method (Alipay / WeChat Pay / USDT). Progress updates are posted in the same ticket.

Contact FAQ

More Q&A is sorted into four categories in the Help Center: account, connection, speed and billing.

How do I submit a refund request?

Within the 60-day money-back guarantee window, log in to the dashboard, open a new ticket and include your order number, payment method and what you'd like refunded. Progress and the outcome are both posted in that same ticket, so there's no need to submit twice.

I forgot my password and can't log in — what should I do?

An account only needs a username and password, and you can use the service and subscribe without linking an email address. The login page has a recovery option; if self-service recovery doesn't work, email [email protected] with your username and details of your most recent order, and support staff will help verify it.

How soon will I get a reply after submitting a ticket?

The first reply usually comes within 1 business day; it may take longer on public holidays or for route issues that need further verification. Once you add complete screenshots and timestamps, follow-up replies are usually much faster.

Can I attach screenshots or logs to an email?

Yes. Screenshots, client log files and the exact error text can all be attached — the more specific, the better. Before uploading, mask your subscription URL, password and similar details; that kind of information doesn't belong in an email.

I found a mistake in a guide, or a platform is missing instructions — which channel should I use?

Either a ticket or email works. Just note which article, which step, and what you'd expect to see; corrections are synced to the Guides and Complete Guide pages.

Self-help first, then contact support

Many issues already have step-by-step instructions in the docs — a quick look is often faster than waiting for a reply.

Guides

From creating an account and choosing a plan to getting your subscription and importing it into clients on every platform — follow along and you're set.

View guides →

Complete Guide

A complete manual covering connection checks, day-to-day maintenance, renewals and advanced usage — for readers who want to take it all in at once.

Open the Complete Guide →

Help Center

FAQ answers in four categories: account and subscription, connection and troubleshooting, speed and routes, billing and refunds.

Go to the Help Center →

Plans & Pricing

Monthly subscriptions from ¥9.9; data packs last until you use them up and never expire; 60-day money-back guarantee.

View plans →