Submit connection, subscription, billing, and refund questions through your account. If you already have a ticket about the issue, add details to that ticket so the conversation stays in one place.
Use tickets for subscription checks, payment issues, connection problems, and refund requests. Sign in to your account, describe the issue in a ticket, and keep follow-up messages there.
Check your ticket for replies and updates. No fixed response time is published. Payment or connection checks may require additional information before support can proceed.
View or Submit a TicketNo support email address is listed on this page. For issues tied to your account or order, please use the ticket system.
No email contact is listed, so there is no published email response time. Do not send account details or payment receipts to unverified email addresses.
No official Telegram contact is listed on this page. Use an account support ticket for subscription questions and after-sales support.
No response time is provided for this channel. A matching username or brand avatar alone does not verify that an account belongs to VPNHorse support.
Include your platform, the route name shown in your client, when the issue occurred, and what happened. Note whether all websites are inaccessible or only one international site is affected. If you tried another route or local network, share the results. You can attach a screenshot of any error message, but cover personal information first.
Include the plan you selected, the order status shown in your account, your payment method, and what happened after payment. Payment methods: Alipay / WeChat Pay / USDT. If support needs to verify the payment, provide the relevant order ID and necessary proof in your ticket. Do not include transaction details unrelated to that order.
VPNHorse offers a 60-day money-back guarantee. Include the relevant order and your refund request in a ticket. See the refund policy for full details. Check your ticket for confirmation of receipt, requests for additional information, and progress updates.
Do not submit your account password, access tokens, full subscription links, or QR codes containing subscription details. For initial connection checks, the route name and error message are usually more useful than a full configuration.
For an initial setup, follow the guide to check the import steps. To compare route topologies and protocols, consult the technical reference. If the issue persists, include the steps you have already checked in your ticket.