Describe connection, subscription, or order issues in a support ticket through the user dashboard.
Sign in to submit a ticket. Check replies in the user dashboard.
Support Options
For account status, order checks, or connection troubleshooting, submit a support ticket to keep the conversation in context.
Use a ticket for connection issues, subscription setup, payment checks, or refund requests. Describe what happened and include any relevant error messages or order details.
Response times depend on the complexity of the issue and the support queue. If more information is needed, add it to the original ticket. We do not promise a fixed response time.
Go to Support Tickets →No support email is currently listed. For a detailed description or screenshots, submit a ticket through the user dashboard.
Email is not currently offered as a support channel on this page, so no email response time is provided.
No Telegram contact is currently listed. Submit account, order, and refund questions through the support ticket system.
Live chat is not available on this page, and instant replies are not guaranteed. Check ticket responses in the user dashboard.
Before You Submit
Include information relevant to the issue. Never share your account password, full subscription link, or sensitive payment details.
Include your platform and client name, and say whether the issue occurred while importing a subscription, selecting a route, or connecting. You can also describe your network environment, selected region, and route type, and paste the full error message.
If you have tried updating the subscription, switching routes, or changing networks, include the results. Keep error details visible in screenshots, but hide subscription links, account information, and other sensitive data.
Read the Getting Started Guide →Include the order ID, plan name, payment method, and order status shown in the dashboard. If the payment result does not match the order status, attach a screenshot with sensitive details hidden to help us check.
CitiVPN offers a 7-day money-back guarantee. Submit refund requests through a support ticket. See the Terms of Service for applicable rules, and check the original ticket for updates.
Read the Terms of Service →Following Up
Keep your ticket record and check for replies in the user dashboard. If you need to add details, continue in the same ticket so the issue, troubleshooting steps, and outcome stay together.
The checks required vary by issue. Connection problems may require details from your client, while order questions may require payment status verification. While you wait for a reply, see the relevant information in the Help Center. Avoid repeatedly changing settings, as this can make the original issue harder to reproduce.