Report connection issues, subscription updates, or payment questions through a ticket. Include what happened and what you’ve already checked so support can continue troubleshooting.
Sign in to use the ticket system. View replies and progress in your user panel.
Please use the ticket system as your primary contact method. The channel details below reflect only the contact information publicly listed on this site.
Use tickets for connection issues, subscription renewal problems, order checks, or refund requests. Keep your issue description and any follow-up details in the same ticket for continuity.
Response times depend on the issue and the queue. No fixed response time has been published. Check your panel for a reply after submitting a ticket.
Open the ticket portal →No support email address is currently listed. Contact support about your account, payments, or subscription through the ticket system. Don’t send account details to unverified addresses.
No public email contact address or response time is currently available.
No Telegram support account or group is currently listed. For help after purchase, use the ticket system in your user panel; don’t identify contacts by username alone.
No public Telegram contact channel or response time is currently available.
A clear description can reduce follow-up questions. Share only information relevant to the issue.
Include your platform, operating system version, and client name. Describe roughly when the issue started, which route you selected, and the full error message. Clarify whether you can’t connect at all, can connect but can’t open websites, or have trouble with just one app. If switching networks or routes changes the result, mention that too.
Screenshots of the error and relevant settings are helpful. Before sending, hide passwords, subscription links, access tokens, and other sensitive details. Support does not need your account password. Don’t paste a complete subscription link into the ticket.
Include the order number shown in your panel, plan name, payment time, payment method, and the status displayed on the page. HiHiVPN accepts Alipay / WeChat Pay / USDT. If payment is complete but your panel status hasn’t updated, describe what happened in a ticket. Avoid repeating actions, which can make verification harder.
HiHiVPN offers 14-day no-questions-asked refunds. To request one, include the relevant order and your refund request in a ticket. See the Terms of Service for details. Submitting a request does not mean the refund has been processed; check the original ticket for updates.
If you find more details after submitting a ticket, add them to the original ticket. Keeping everything in one thread makes it easier to understand the issue.
For settings you can check yourself, start with the relevant guide. If the issue persists, include what you checked in your ticket.
HiHiVPN doesn’t require an email address. Create an account with a username and password. If you already have an account, go to the login page, then open a ticket.
Start with the Getting Started Guide and check your login, plan status, and subscription import steps. Getting a client requires an active plan, and you need to sign in to access your subscription. Use the client download page in your panel.
Open the original ticket in your user panel and check for a reply or a request for more information. No fixed response time has been published. If the issue changes, add the time, symptoms, and checks you’ve performed to the original ticket.
HiHiVPN has no limit on the number of devices connected at the same time. If you see a limit message, include its exact wording, your platform, and client details. Check your account and client settings using the Troubleshooting Guide, then report the issue through a ticket.