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Account, subscription, billing and route issues all go through the ticket entry in the user panel; tickets are tied to your account and orders, and the handling record can be reviewed later. Below we list which channel fits each type of issue, what to prepare before submitting, and how each channel is handled.
Service overview: 100+ countries / 250+ routes, clients for Windows / macOS / iOS / Android / Linux, payment via Alipay / WeChat / USDT; signing up needs only a username and password — no email address required.
Channels
Tickets are the main entry point and are tied to your account and orders; email suits long attachments and formal matters; Telegram is for quick confirmations. All three are handled in the order received.
Tied to your account and orders, with a handling record you can review. Refunds, charges, subscription status and subscription import issues all go here.
Account & login Subscription import Billing & refunds Route issues
Handled in the order received. Please open only one ticket per issue and add follow-up material as a reply in that ticket; duplicate tickets do not speed things up.
Open a ticketBest for longer logs, screenshots and formal matters such as questions about terms, privacy and data handling.
Long material Formal matters Terms & privacy
The official email address is listed in the user panel after you log in. Handled in the order received, with complete submissions first.
Good for quick confirmations: whether a region is currently available, whether a route is under maintenance. For complex issues, use a ticket so you can attach material and keep a record.
Quick questions Route status
The official account is listed in the user panel after you log in. Checked by staff during working hours; no instant-reply promise.
About contact details
The official email address and Telegram account are listed only in the user panel after login, never posted on public pages. Publicly posted addresses are the easiest to impersonate; the accounts given in the panel map one-to-one to your account status, and the handling record can be merged into the same ticket.
Triage
Most issues can be solved by checking the relevant page first; send the rest as a ticket.
| Issue | Check first | Suggested channel |
|---|---|---|
| Can't log in, forgot password | Self-service recovery on the login page | Still can't log in: ticket |
| Subscription import fails, client reports a config error | Per-platform import steps on the Guides page | Ticket (with a screenshot of the error) |
| A route got slow or keeps dropping | Other routes in the same region on the Servers page | Ticket (state region and time) |
| AI tools or streaming not working | Route recommendations in the AI section | Ticket |
| Charges, orders and refunds | Order history on the panel overview page | Ticket (with order number) |
| Terms, privacy and data handling | Privacy Policy and Terms of Service |
Relevant pages: Guides, Servers, AI section, Plans, Privacy Policy, Terms of Service.
Self-check
These four steps resolve a fair share of issues and make sure a ticket arrives with everything needed.
Log in to the user panel and check on the overview page whether the subscription is still active and whether this month's traffic is used up. Traffic resets monthly on your activation date and stops when used up; that case needs no ticket — see Plans and traffic packs instead.
A region usually has several routes across IEPL dedicated lines, relays and direct connections. Try another route in the same region of a different type and note which one reproduces the problem and which works — far more useful than a bare 'it won't connect'.
Client configuration comes from the subscription. Fetch it again in the panel, import it, then visit the same destination; an old config may still point to an entry that has since changed.
The exact time of the problem, platform and client, the error text or a screenshot. Also note whether only one kind of service failed during that window.
What to include
Write these into the ticket and one round trip is usually enough to locate the problem; also, don't send what shouldn't be sent.
Scope
Listing what support can help with and what it does not handle on your behalf saves the back-and-forth.
FAQ
A few questions about contact channels and how requests are handled.
Tickets are handled in the order received; complete ones that reproduce reliably move faster. When a route is having widespread trouble, replies are delayed. Opening duplicate tickets for the same issue does not speed things up — reply in the original ticket with extra details.
A 30-day no-questions-asked refund is available. Add the order number to a ticket to submit the request, and follow the progress in that same ticket.
Signing up needs only a username and password — no email address. The login page offers a self-service recovery entry; if that flow doesn't work, open a ticket with the username used at sign-up and the support team will verify and handle it.
First check that the subscription link was copied in full (truncated copies are the usual culprit), then check that the client is a recent version; the Guides page has step-by-step instructions for each platform. If it still fails, open a ticket with a screenshot of the error and the client version.
First check the Servers page for other routes in the same region and try one of them; open a ticket only if several routes in the same region fail at once, and state the region, route type and the time window.
Traffic resets monthly on your activation date, and mid-term upgrades are prorated by the remaining days. If a statement looks off, add the order number to a ticket; the handling record stays in that same ticket.
Still no answer? The Guides cover sign-up, subscription import and client setup for every platform, the Servers page lists route types by region, and the Plans page has pricing, traffic and refund details. If none of that applies, submit your question through the ticket entry in the user panel.