Contact support with useful details
What to include
↔ Swipe left or right to see all columns
| Information | Include |
|---|---|
| Device and versions | Device model, operating system, client name and version |
| Time and network | Time and time zone; Wi-Fi, mobile or Ethernet environment |
| Node and destination | Node name, affected site or app, and exact steps |
| Errors and comparisons | Full error message, checks performed and their results |
| Attachments | Redacted screenshots and logs |
Use this website's support tickets for account, plan and node issues. Problems with Surge or OpenClash itself can also be reported to its developer.
Before opening a ticket: checks and annual allowance
The creation page requires all confirmations: you followed the relevant guide and checks, retried connection issues with a client from the download center, and checked Edge's suitability for mainland-China access. Complete the required human verification and name the actual client and node for connection issues.
↔ Swipe left or right to see all columns
| Current plan | Self-created tickets per calendar year |
|---|---|
| Pass Silver, Pass Gold | 3 |
| Pass Platinum, Pass Diamond, Pass Titanium, Developer Licenses, Team License, Enterprise Licenses | 5 |
| Other plans or no plan | 2 |
The calendar year follows the site's time zone. Check the remaining count shown for your account. Replies and support-created tickets do not consume this allowance. Continue an unresolved ticket before opening another; replies remain available after the new-ticket allowance is exhausted. Titles allow up to 12 characters and bodies up to 10,000 characters.
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. Automated abnormal-use detection and account protection are active. Specific criteria and detection details are not published, and automatic reinstatement is not promised. If you believe an action is incorrect, explain the actual use and circumstances and request human review.
Sold-out plans
Read Sold out and automatic restocking. Limited plans are normally not replenished manually and have no fixed restocking time. Disabling automatic renewal releases the slot only after the plan expires and is terminated. 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
For any fiat top-up issue, refresh checkout to automatically reselect the payment gateway before retrying. If already charged, check records and do not pay twice. Before a crypto transfer, follow the asset, network, amount and fee checks.
Check top-up history and Plan Management separately. For crypto orders, select Report missing payment in Crypto Order Records below the payment area on the full Cashier page; see the entry and handling steps.
Provide the original order ID, payment time and time zone, method, actual amount, top-up and 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:Redact before public sharing
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.