Support tickets are the quickest way to get help from our UK 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 Help, click Support tickets, then click New ticket. You can also click Get help in the top bar, use Open a new ticket in the Support card on your Dashboard, or go straight to How can we help?.
- Choose a Category: Technical and apps, Billing and payments, Account and sign-in, or General question.
- Choose your Device: Windows, Mac, iPhone or iPad, Android, Linux, Router, or Something else.
- If it's about one of our apps, you can add the App version (optional).
- Choose a Priority: Low, Medium or High.
- 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 or logs: JPG, PNG, GIF, WebP, PDF, TXT or LOG, up to 5 MB each.
- Click Submit ticket.
Your ticket opens straight away so you can check it. We email you a copy, and again when our team replies.
When you choose a category, the form suggests a few help articles that might sort the problem straight away.
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 Help › 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.
You can also email us at [email protected]. To see what each ticket status means, read Understanding Ticket Statuses.