Contact Us
There are three ways to reach ZaraVPN: a support ticket, email and Telegram. For subscription, refund, route and client issues, start with a ticket — it is already linked to your account and order, so you never have to confirm your username again. This page explains what each channel is for, the order requests are handled in, and what you can check yourself before writing in.
Channels
Tickets are the main channel, email is for when you cannot sign in to the panel, and Telegram is best for checking whether others are seeing the same thing. All three see the same account record, so you never need to describe the same issue twice.
Main channel
Subscriptions, refunds, subscription imports and route connection problems are handled fastest by ticket. A ticket is automatically linked to your account and the reply stays in the same thread, so you do not have to dig through chat history later.
When you cannot get into the panel
Use email if you cannot sign in to your account, the ticket form will not open, or you need to attach logs and screenshots. Include your username, the client name and when the problem started — it makes diagnosis faster.
Quick check
Best for checking whether an issue is widespread, or asking general questions about route locations and payment methods. Anything involving orders, refunds or account changes still goes through a ticket.
@ZaraVPN
Reference
The table below lists the suggested channel and typical handling for common issues. It scrolls sideways on narrow screens; the reply inside your ticket is the authoritative status.
| Your situation | Suggested channel | How it is handled |
|---|---|---|
| Subscription import fails | Support ticket | Include the client name and a screenshot of the error |
| Request a refund | Support ticket | State the order number and payment method |
| Plan upgrade | Self-service in the panel | The difference is prorated by remaining days |
| Cannot sign in to the account | Backup channel when the panel is unavailable | |
| Check which routes are on sale | Routes page | Lists routes and route types by region |
| Payment method questions | Ticket or Telegram | Alipay / WeChat / USDT |
Routes and regions are as shown on the routes page and in the panel; refund requests must be submitted within 30 days of the first payment.
Self-check
Having the two sets of details below ready usually saves a round of back-and-forth.
Scope
Support covers four areas: account, subscription, routes and clients. Anything involving device systems or third-party accounts has to be done on your side.
About the queue: tickets are handled in the order they are submitted. Add information by replying in the original ticket; a duplicate submission creates a new ticket and goes to the back of the queue.
Q&A
The questions we get most about contact channels and subscription rules.
Within 30 days of your first payment, submit a ticket in the panel with the order number and payment method to request a 30-day no-questions-asked refund.
Tickets are queued in the order they arrive, and we do not promise instant replies. Add information by replying in the original ticket; opening a new one puts you back in the queue and is actually slower.
Yes. Registration needs no email address — a username and password are enough — and none of the contact channels depend on email: the in-panel ticket and Telegram both work. Email is mainly for when you cannot sign in to the panel.
Alipay, WeChat and USDT. Subscriptions are billed monthly, from ¥9.9 per month with 60GB included; data packs start at ¥158/300GB, last until used up and never expire.
No limit on the number of devices. Windows / macOS / iOS / Android / Linux can all sign in with the same account.
Try another route first: one dedicated, one relay and one direct route, then switch to another region. If only one app fails, it is usually that app's own proxy settings; if every app fails, open a ticket with a screenshot of the error and the time it happened.