SUPPORT DESK
Submit a ticket through your account panelFor connection, billing or refund questions, note what happened before submitting a ticket. Your issue and replies stay together in one record for easy follow-up.
TICKET
Use a ticket for connection problems, subscription status, payment checks or refund requests. Log in, open the tickets page and describe the issue. Add any follow-up details to the same ticket so the full history is easy to review.
VPNBM does not currently offer a public support email address. To send a written description, screenshots or billing details, use your account panel and keep everything in one ticket.
TELEGRAM
VPNBM does not currently offer a public Telegram support account or group link. For account, order or refund questions, use your account panel to link the request to your subscription and keep follow-up replies together.
ISSUE NOTES
Describe a reproducible issue to help pinpoint the cause. Include the error message and the steps you have already tried, rather than just saying “it won’t connect.”
Include your operating system, client name, selected route and when the issue occurred. Clarify whether the connection fails to establish or connects but apps remain unavailable, and whether all apps are affected. If you tried another route or local network, note what happened.
Before sharing screenshots, hide passwords, subscription URLs, access tokens and personal information. Include only details relevant to the issue.
Include the order number, plan name, payment method and status shown in your account panel. Accepted payment methods are Alipay / WeChat Pay / USDT. If the payment status is unclear, keep your payment receipt and ask us to check through a ticket to avoid paying twice.
Monthly subscription data resets each month on the activation date. Mid-cycle upgrades are prorated based on the remaining days. Data packages do not expire and can be used until depleted.
VPNBM offers a 14-day no-questions-asked refund policy. Submit a refund request by ticket and include the relevant order number. See the Terms of Service for details. Describe refund requests separately from general troubleshooting so each issue can be handled clearly.
FOLLOW-UP
Tickets are handled in a queue. Wait times depend on the complexity of the issue and whether more information is needed. VPNBM does not publish a fixed response time; check your account panel for updates and don't expect replies at live-chat speed.
If you receive troubleshooting steps, follow them and add the results to the original ticket. If the issue continues, describe what has changed since your last update. You can also reply to confirm when it is resolved so the ticket can be closed.
Your account password and full subscription URL are not needed to describe an issue. Check screenshots and notes for sensitive details and hide them before submitting.
If you haven't imported a client configuration yet, start with the Quick Start Guide. To learn about protocol and route differences, see Routes and Protocols. These resources can help with self-service troubleshooting; account and order questions should still be handled through a ticket.