Customer Support & Tickets
Submit connection, subscription, and billing questions by topic. Keep the discussion in one ticket so the issue can be reviewed alongside any follow-up details.
Contact Support by Ticket
For connection problems, client app questions, subscription imports, order checks, and refund requests. Sign in to the relevant account, open the ticket section, describe the issue, and submit it. For an existing issue, add details to the original ticket.
Check replies in your account panel. We don't provide a fixed response time on this page; resolution times vary by issue, the information provided, and the status of our review. Follow updates in your ticket.
Email & Telegram
No support email address or Telegram contact is listed on this page. These channels are not currently available for contacting support, and no response times are provided. For account or order matters, submit a ticket through your account panel.
If you need to attach an error screenshot or proof of purchase, submit it through the ticket system if supported, and hide personal information unrelated to your issue.
Information to Include by Issue
State the issue in the subject and describe the expected result and what actually happened. If you can't confirm a detail yet, say so; you don't need to keep trying before contacting support.
Connection failed or dropped: what information should I include?
Include your platform, client app name, the route name shown in the list, and roughly when the issue occurred. Say whether you couldn't connect at all or connected but couldn't open certain websites. Include the exact error message or a screenshot if available. If you tried another network or route, share the result to help identify whether the issue is with your local connection or the route.
Can't import or update a subscription: what should I describe?
Say whether the problem occurred while retrieving the subscription, importing it into the client, or updating the route list, and include the message shown by the client. Sign in to retrieve your subscription. Do not paste the full subscription link into a support request or public page. You can also check the steps in Guides.
Payment made but order status hasn't changed: what details should I provide?
Provide the order details shown in your account panel, payment method, payment time, and current order status. If you attach a payment screenshot, hide unrelated information. VPNLay supports Alipay, WeChat Pay, and USDT. Do not share your account password. Support will review the details in your ticket; check the ticket for progress updates.
How do I submit a refund request?
VPNLay offers a 30-day money-back guarantee. Submit a ticket from the relevant account and include your refund request and order details. See the Terms of Service for details. Check your ticket for updates on the review and next steps. Response time is not the same as the time it takes for a refund to arrive.