Support tickets are the quickest way to get help from our team, who answer 24/7. This article shows you how to open a ticket, what to include so we can help first time, and how to reply to or close a ticket.
Open a new ticket
- Sign in to the portal.
- In the sidebar, under Support, click Tickets, then click New Ticket. You can also use the link in Your tickets on your Dashboard, or go straight to Open a Support Ticket.
- Choose a Category: Billing, Technical, Account or General.
- Choose a Priority: Low, Medium or High.
- Choose your Platform / Device: Windows, macOS, iOS, Android, Linux, Router or Other.
- Write a short Subject that sums up the problem, for example "Windows app won't connect on hotel Wi-Fi".
- Describe the problem in Message (up to 5,000 characters).
- Optionally, add up to 3 Screenshots / Attachments: JPG, PNG, GIF, WebP, PDF or TXT, up to 5 MB each.
- Click Submit Ticket.
Your ticket opens straight away so you can check it. We email you when our team replies.
What to include
The more we know at the start, the faster we can fix it. For connection problems, tell us:
- your device and operating system version
- which app and app version you're using, or which third-party app (for example IKEv2 or OpenConnect)
- the protocol and location you tried, and whether other locations work
- any error message, word for word, or a screenshot of it
- what you've already tried
App logs help a lot. In the Windows app, open the Connection log (Ctrl+4). On iPhone and iPad, go to Settings › Diagnostics › Export logs.
Never send us your passwords, and don't attach WireGuard configuration files: they contain your private key.
View and reply to your tickets
- Go to Support › Tickets. The Active tab lists your open tickets. The Archived tab lists closed ones.
- Click a ticket's subject to see the full conversation, including any attachments.
- Type in the Reply box, attach files if you need to, and click Send Reply.
Please reply on the same ticket rather than opening a new one for the same problem. It keeps the history together. If you open several tickets in a short time, the portal may ask you to wait before opening another.
Close or reopen a ticket
- If your problem is solved, click Close Ticket at the bottom of the ticket.
- To pick up a closed ticket again, open it from the Archived tab and click Reopen Ticket. You can also open a new ticket.
To see what each ticket status means, read Understanding Ticket Statuses.