The refund process is still moving. Here are a few things we want to share.

A few things first

After we published the farewell announcement on April 28, we kept working on refunds.

To be honest, the queue over the past couple of weeks has been much longer than we expected. Customer support replies have also been slow. In the community, we see questions every day like, "Will I really get my refund?" and "Is this company running away?" If we were users, we would probably think the same thing.

We know that saying "don't worry, we're working on it" is not enough. You should not be left waiting and wondering.

So in this post, we want to explain things directly: what has been done, why it is taking time, and how to avoid scammers.

We are not running away

In the VPN industry, there is a familiar way some services disappear: payment channels are shut down, communities are deleted, and no one even bothers to post another announcement. VPN users often have limited ways to protect their rights, so some services simply vanish quietly. This kind of "disappearing act" has happened so often that many users have become numb to it.

But we will never do that.

The refund service is still running. Our developers are still working. Customer support is still going through the queue and replying to emails. Every refund will be handled properly.

The following updates were built and released over the past couple of weeks for one purpose: to make refunds smoother and faster.

What we have done these days

Why processing is slower than usual

To put it simply: too many requests came in at the same time, and we cannot process them as fast as they arrive.

Recently, refund requests and account-related questions have been coming in all at once. The speed of one-on-one customer support replies simply cannot keep up with the volume of incoming requests.

This is not because we reduced customer support. In fact, we have been adding people and working overtime. But even with that, the volume is still too high.

So you may first receive a reply from a bot or AI assistant. They are not here to replace human support. When a human agent cannot respond right away, they help record your issue, guide you to the right entry point, and prevent your request from being stuck with no action at all.

As for when the refund will arrive, we cannot give an exact time for every request. If we could, we would. What we can do is gradually move away from the old process of "waiting for customer support to reply one by one" and toward a process where you can submit, check, and track the status yourself.

One more thing: the self-service refund process was launched only a few days ago, and refund status checking has also been available for only about a week. There will still be parts that feel rough or not smooth enough. We are adjusting things every day based on feedback, including status update frequency, order verification logic, and the location of refund entry points in the app.

Why we cannot refund everyone based only on payment method

Many users have also asked: since many orders were paid through Alipay, why can't we simply refund all Alipay orders back through the original payment method?

We have seriously considered this. Refunding directly based only on payment method may look faster and simpler, but the real situation is not that simple.

First, many users outside mainland China also use Alipay. A payment method does not equal a mainland China user.

Second, users are in different situations. Some users are affected by recent service changes and want a refund. But many users outside mainland China are still using the service normally and do not want a refund. If we refund all Alipay orders directly, we may affect users who are still using the service.

Imagine this: your service is working normally, and you never asked for a refund. Then suddenly you receive a refund, and your account and service status are interrupted. That would not be a good experience.

So we cannot simply treat "paid with Alipay" as a single refund condition. We need users to confirm their own choice and account status through account freezing, self-service refund requests, and refund status checking before entering the next step.

This is slower than a direct batch refund, but it avoids affecting users who are still using the service normally. It also lets each user enter the correct process based on their own situation.

Refunds are real, but there are many scammers

Recently, scammers have been pretending to be official staff in groups and private messages, spreading messages like "fast refund," "internal channel," "USDT refund channel," and "refund service agent." Honestly, seeing this is frustrating. The process is already slow enough, and now some people are trying to take advantage of users.

Fortunately, some users have already shared screenshots of scam chats in the community to warn others. We really appreciate that. Please remember the following:

Thank you for the reminders and feedback in the community

Over the past few days, we have seen some feedback that truly touched the team.

Someone asked in the community, "Are refunds really still being processed?" Soon after, another user replied that if a team is still building a refund system, releasing new versions, and fixing refund status checking, then at least the issue has not been abandoned.

We also saw users share screenshots of suspected fake refund accounts, reminding others not to trust so-called "internal channels" or "fast refunds."

Some users also helped explain things when the refund amount unit, status description, or entry point instructions were unclear, reminding others to go back to the official entry point first. These reminders matter.

When information is mixed and emotions are tense, even one unclear amount unit, one status line, or one entry description can cause misunderstanding. A reminder from another user may help someone avoid a wrong step, or even avoid a scam.

We also thank users who are still giving feedback while waiting. Many entry point changes, status descriptions, and page improvements were found faster because of your feedback.

This period has not been easy. Thank you for pointing out problems, and thank you for reminding others. We will continue moving forward with refund processing, system improvements, and follow-up explanations.