Contact Us
For account, subscription, or connection issues, start with a support ticket in the user panel.
A support ticket keeps your issue details, screenshots, and follow-up in one place. Describe what’s happening clearly to reduce back-and-forth.
User Panel Support Ticket
Use support tickets for account and subscription questions, subscription import issues, international route connection problems, payment verification, and refund requests. Sign in to the relevant account before submitting, and add any follow-up information to the same ticket.
You’ll need to sign in to submit a ticket. Return to the user panel to check its status and read replies.
Other Contact Options
This page lists confirmed contact details only. No unpublished external contact channels are provided.
No support email address is currently published. To send an issue description, screenshots, or order details, submit a ticket through the user panel.
Telegram
No Telegram account or group is currently published for support. Use a ticket for account matters, payment verification, and refunds. Do not send account details to unverified accounts.
Response Times
No fixed response time is currently published. Response times depend on the issue and the checks required; please refer to the reply in your ticket. Add follow-up details to the same ticket to keep the full context together.
What to Include Before Submitting
Share only what’s needed to troubleshoot the issue. Keep sensitive account information out of descriptions and screenshots.
Connections & Subscription Import
- Include your platform: Windows / macOS / iOS / Android / Linux, and the client version shown in the app.
- Say whether the issue occurs when retrieving the subscription, importing it, selecting a route, or connecting. Include the full error message.
- Include the selected region and route name, your network environment, and whether the issue persists after switching routes.
- If only one app is affected, say whether other apps can connect normally. This helps distinguish a connection issue from an app-specific one.
Orders, Payments & Refunds
Include the relevant order and its current status. For payment verification, specify whether you used Alipay / WeChat Pay / USDT and attach a redacted payment receipt. For refund questions, include the relevant order and request details in your ticket. MHZVPN offers a 60-day no-questions-asked refund policy. See the Terms of Service for details.
Helpful Resources to Check First
For routine tasks, check the documentation first. If the issue persists, describe the steps you’ve already tried in your ticket.
Where do I start if I haven’t imported my subscription yet?
Start with the Getting Started Guide and follow the steps to get a client, retrieve your subscription, and import it. Get both the client and subscription through the user panel. For a step-by-step walkthrough, see the Complete Guide.
Questions about plan data or reset dates?
Monthly subscription data resets each month on the activation date. Data add-ons never expire and remain available until used. Check the billing details on the Plans page, then submit a specific question with the subscription status shown in your panel.
What should I check if my connection isn’t working?
First, make sure your local network is working. Then check that the subscription is imported in your client and that a route is selected. See the FAQ. When submitting a ticket, include the error message and the steps you’ve already tried.