Subscription and Connection Support

Customer Support & Tickets

Submit requests about plans, data allowances, client connections, international route selection, or refunds through the ticket portal. Describe when the issue occurs first, then add the platform, route name, and on-screen message so the case can be checked efficiently.

Start a Ticket Visit the Help Center

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Contact Options

Choose the Right Support Channel

Tickets are the official support channel currently available for direct use. Use the information listed on this page for email and Telegram contact options.

Recommended Channel

Account Ticket

Use tickets for plan status, data checks, connection issues, route suggestions, payment records, and refund requests. Submitting after signing in keeps the issue linked to the relevant account.

Expected response: Tickets enter the queue in submission order. The response time depends on the complexity of the issue and the current queue.

Open the Ticket Portal →

Email

Email Support

Email works well for detailed explanations and cases that require organizing several troubleshooting results. It also keeps the full conversation in one record.

Contact information: No public email address is currently available, so no response time is provided for email. Please submit issues through an account ticket first.

Email Address Not Available

Telegram Support

Telegram is suitable for brief questions and additional context. For account, order, or refund checks, move the conversation to a ticket and provide the information in one place.

Contact information: No Telegram account is currently available, so no response time is provided for this channel. Account tickets serve as the unified support channel.

Account Not Available

Before You Submit

Make the Issue Easy to Reproduce

Complete information reduces back-and-forth questions. Describe the actual symptoms and avoid submitting account details unrelated to the issue.

Connection and Route Issues

Specify the platform in use: Windows, macOS, iOS, Android, or Linux.
State the region and route name selected when the issue occurred, along with the type of destination website.
Record the message shown by the page or client, and describe what happened after switching to another route.
Note approximately when the issue occurred and whether it can be reproduced consistently.

Plan and Data Issues

State whether you are using a monthly subscription or data package, and identify what you want checked.
Monthly subscription data resets each month on the activation date; when upgrading mid-cycle, the price difference is prorated across the remaining days.
Data packages remain available until used and never expire. Check the current status in your account overview before submitting a ticket.

Payment and Refund Issues

Specify whether payment was made with Alipay, WeChat Pay, or USDT, and include order details that can be used for verification.
For refund questions, include the relevant order and reason in your ticket. BbsVPN offers a 30-day money-back guarantee.
If a screenshot contains unrelated account information, redact it before uploading.

Self-Service Resources

Check the Relevant Page First

Some issues can be confirmed using the site’s guidance. If the issue remains unresolved, include the results of those checks in your ticket.

Connection Steps

Import and Connect in Your Client

Follow the complete sequence from preparing your account and obtaining a subscription to connecting the client, with the required steps listed by platform.

View the Guides →

Route Selection

Regions and Route Types

Choose an international route based on the region where the target service is hosted, then compare route types in your actual connection environment.

View Route Details →

Subscription Billing

Plans, Data, and Payments

Review monthly subscriptions, data packages, payment methods, and upgrade rules before choosing the option that fits your usage.

View Plan Details →

Contact Support

Common Support Questions

Use the information below to confirm how to submit a request, what support covers, and which additional details may be needed.

Where should I contact support if no public email is available?

Sign in to the user panel and submit a ticket. Tickets are linked to your account and are suitable for subscription, connection, route, order, and refund issues.

What should I check before submitting a ticket?

Confirm the client platform, current route, approximate time of the issue, and any on-screen message. Try switching to another route in the same region. Include the results in your ticket to reduce repeated checks.

Can I send the complete subscription link in a ticket?

Redact identifying information from the complete subscription link first. The platform, route name, connection symptoms, and client message are usually enough to begin troubleshooting.

Which channel handles refund requests?

Submit refund requests through an account ticket and include the relevant order details. BbsVPN offers a 30-day money-back guarantee; see the refund policy page for the applicable rules.

Will tickets receive a reply within a fixed timeframe?

Tickets are handled in submission order. The actual response time depends on the complexity of the issue and the current queue, so no fixed timeframe is promised. More complete information makes verification more efficient.