Preguntes Freqüents - FAQ

In VilaNet, open Menu, then Support Tickets, and create a ticket. On Mac, Windows, or Linux, check Include app diagnostics when you create or reply. A redacted snapshot of the app state is added at the end of the message. You can also open Contact Support from Menu or the support button on the main screen. Include app diagnostics is on by default. Choose View what is sent, then Send to support. On the website, use a signed-in ticket, the support chat at the bottom of the page, or the contact form. Before sending, remove passwords, raw subscription URLs, and tokens.

Open a ticket in the app

1. Open Menu, then Support Tickets. The list shows the subject, status, and last reply date. Open a ticket to read replies. Pull down to refresh.
2. Tap + to create a ticket.
3. Fill in Department and Subject. Both are required.
4. Set Priority to Low, Medium, or High. Medium is the default.
5. Write the problem in Message. This is required.
6. On macOS, Windows, or Linux, check Include app diagnostics to attach the snapshot.
7. Use Add attachment for a picture: JPG, PNG, GIF, or HEIC, up to 20 MB. On iOS, HEIC is converted to JPEG, and you choose Photos or Files.
8. Tap Submit Ticket.

The ticket shows the subject, status, priority, department, and date. Replies include the time. Tap an attachment to download it. Reply from the box at the bottom. Close in the top bar closes it.

Send diagnostics with Contact Support

Open Contact Support from Menu or the support button on the main screen. Include app diagnostics is on by default. Select View what is sent, then Send to support. See How do I collect VilaNet diagnostics?

Copy the diagnostics yourself

1. Note the platform, VilaNet version, selected server, and network type.
2. Record the exact error and when it happened.
3. Reproduce the problem once. Do not keep reinstalling or changing advanced settings.

Copy from the entry that is actually on your screen:

• Open Settings, select the Diagnostics icon (a bug) at the top right, then Copy. It shows the app version, platform, VPN state, and the diagnostic details.
• On macOS, Windows, or Linux: Settings, Connection, Advanced, Diagnostics, then Copy to clipboard.

Sensitive fields are redacted automatically. Still read the copy and remove passwords, raw subscription URLs, tokens, account details, and unrelated private information. Send it with what you expected and what happened. If there is no diagnostics control, do not guess a hidden path. Send the exact error and the context above. If the app closes or the error disappears, write down what is still visible and stop changing settings. If you are unsure a file is safe to share, do not send it.

Contact from the website

• Support ticket (recommended): sign in and open https://vilavpn.com/submitticket.php. Use this for account problems.
• Support chat: on vilavpn.com, use the support chat at the bottom of the page. If you cannot sign in, use the support chat instead of the form.
• Contact form: sign in and use https://vilavpn.com/contact.php for a general question.

Full steps: How do I contact support with useful diagnostics?

What to put in the report

1. Keep the exact error and the final connection state.
2. Record the platform, operating-system version, and VilaNet version.
3. Record the server, network type, and time of the failure.
4. In one sentence, say what you expected and what happened.
5. Add the shortest steps that reproduce it.
6. Attach reviewed diagnostics when the platform has that control.
7. Remove passwords, raw subscription URLs, tokens, customer data, and unrelated private information from every attachment.
8. Send it through a channel above. A signed-in ticket is the one to use for an account problem.

How to tell it worked

The ticket appears in the Support Tickets list, or you can reply on the ticket page. Attach diagnostics only after you have checked them for private data. The report names the device and app version, keeps the exact failure, and says how to reproduce it.

Still not working?

• VilaNet will not connect: see Why can't VilaNet connect? You do not need another client in order to export a log.
• You cannot sign in: use the support chat at the bottom of the site, and see How do I sign in to VilaNet?
• A store purchase does not show: see Why doesn't my plan show after paying in the App Store or Google Play?. If verification failed, attach the Apple receipt.
• All traffic fails while connected, and disconnecting restores access: stay disconnected and include that result.
• You cannot reproduce it: say what you were doing beforehand, and whether it happened more than once.