Contact support with useful details

What to include

Include your device and operating system version, client name and version, the time of the issue, network, node name, exact steps, full error message, and what you have already tried. Attach only redacted screenshots and logs. Contact us through this website's support tickets for account, plan, and node issues. Problems with Surge or OpenClash itself can also be reported to its developer.

Speed limits, points or account restrictions

First check Fair use and the limit comparison. Include:

• The exact restriction message or notice, time and time zone
• Current plan, expiry, remaining traffic and changes in points; also funding status for pay-as-you-go
• Activity requests, Working nodes and node names for that period, plus the applications or tasks running then
• Which abnormal activities you stopped and how points and restrictions changed afterwards

Provide redacted records, not passwords, full subscriptions or access tokens. Specific ban criteria and detection details are not public, and automatic reinstatement is not promised. Submit the actual circumstances for support to review.

Sold-out plans

Read Sold out and automatic restocking. Limited plans are normally not replenished manually and have no fixed restocking time. Stopping renewal must be followed by eligible expiry release; switching alone does not immediately return stock. Repeated tickets requesting restocking are unnecessary.

If you have paid but the plan is not active, separately provide the order ID, payment time, funding record and Plan Management state. Credited funds do not mean plan stock was reserved. Do not pay again for the same issue.

Payment missing or plan not active

Check funding records and Plan Management separately. For crypto orders, follow the uncredited-payment steps on the original order.

Provide the original order ID, payment time and time zone, method, actual amount, funding/plan states and the exact feedback result. For crypto, include the network and transaction hash. Share necessary details only in a private ticket; never send wallet private keys, seed phrases, login passwords or verification codes.

State whether you need a payment-credit check or help with a purchase/activation after credit. Keep the original record while a lookup or manual review is pending. If the feedback entry expired or is missing, say so instead of paying again.

UHD redemption is still being confirmed

Use the UHD refresh button in the Benefits Center to check the status. Do not redeem again while it is pending.

• If creation could not be confirmed and credits are on hold, wait at least 10 minutes before refreshing. Credits are returned only after a successful check confirms that no account belonging to you was created.
• A failed lookup keeps the request pending. If creation was confirmed but account details are still syncing, waiting more than 10 minutes alone does not make it refundable.
• Redeem again only after the page confirms that the credits were returned. If confirmation keeps failing, provide the redemption time, displayed message and credit changes, with the UHD password and other credentials hidden.

This returns benefit credits, not account balance or money to the original payment method.

Copy this template

Device and operating system:
Client name and version:
Time and time zone:
Network (Wi-Fi / mobile / Ethernet):
Node name:
Steps and affected service:
Exact error:
Checks already performed and their results:

Use a support ticket for account issues. Never post passwords, full subscription URLs, access tokens, node credentials or certificate private keys in public GitHub issues.

For a module issue, include its name, source and the result with it enabled versus disabled. Do not publish personal request bodies.