What to Include in Your Ticket
Use a subject line that states the issue, such as “Web pages won’t load after connecting on macOS” or “Plan status hasn’t updated after payment.” In the message, describe when it happened, what you see, and what you’ve already tried. Instead of simply saying “it doesn’t work,” include enough detail to give troubleshooting a clear starting point.
Connection & Route Issues
Tell us which platform you’re using, the route name shown in your client, and whether the issue occurs before or after connecting. Clarify whether no websites are accessible or just one app is affected, and note what changed after switching networks or routes. If you see an error, include its exact text or attach a screenshot.
Haven’t finished configuring your client? Start with the Quick Start Guide. Download clients and find subscription details in your account. You must be logged in to download a client; an active plan is also required for iOS downloads.
Orders & Billing
Include the relevant order ID, the plan you selected, your payment method, and the status shown in your account. Supported payment methods are Alipay / WeChat Pay / USDT. If your payment record and account status don’t match, describe the difference. Check with support through a ticket before taking further action to avoid duplicate transactions.
Refunds
VPNCoast offers a 14-day no-questions-asked refund. To request one, identify the relevant order in your support ticket and say that you’d like a refund. See the Terms of Service for applicable rules. We don’t promise a refund processing time; check your ticket for verification and status updates.
Do not include your account password, full subscription link, access token, or sensitive payment credentials in a ticket. Before attaching a screenshot, hide unrelated personal information and leave only the error details and relevant order information visible.