How to contact support on the website and in the Mini App

Where to find the Support chat, who answers — the AI assistant or an operator, how to reach a person, what files you can attach and what to write.

Updated November 1, 2026
On this page

On account.resetvpn.com and in the Mini App, support is one "Support" chat. Always write there: a new message continues the current conversation.

Where the chat is#

"Support" in the menu (at the bottom of the screen on a phone). Other pages have a round chat button in the corner (tooltip "Message support") that opens the chat on top of the page.

If your Telegram is linked to your website account, both show the same conversation.

Who answers#

  • AI assistant. If the chat header says "The AI assistant replies instantly" (website) or "The AI assistant is answering now" (Mini App), the AI answers first. It sees your subscriptions and balance and knows the plans, but doesn't buy or change anything. Its replies are marked "can make mistakes" and can be rated with a thumbs up ("Helpful") or thumbs down ("Not helpful").

  • Operator. Tap "Call an operator" next to "Need a person?" (Mini App: "Need a human?"), or just ask for one in your message. The operator sees your conversation with the AI, so you don't need to repeat yourself. If the AI isn't in your chat, an operator answers right away.

The AI doesn't look at files: attaching a screenshot passes the conversation to an operator.

What to write#

Describe the problem in one message:

  • what isn't working and since when;

  • your device and the app you connect with;

  • which subscription (the name on its card in "Overview");

  • what you've already tried;

  • a screenshot of the error; for payments, the date, amount, method and a receipt or screenshot.

Don't send your password or codes from emails — they aren't needed.

Files#

"Attach": images JPG, PNG, GIF, WEBP up to 5 MB, videos MP4, WEBM up to 50 MB, up to 5 files per message.

Knowledge base in the chat#

The "Knowledge base" button in the chat header opens articles next to the conversation; "Still stuck?" → "Message us" takes you back to the chat. Without signing in, articles are at resetvpn.com/help (opens in a new tab).

If something's wrong#

I can't sign in to the website

Message the support bot: t.me/ResetVPNsupport_bot (opens in a new tab). It's a separate conversation that doesn't appear in the website or Mini App chat.

A file won't attach

Check the format and size. If the website says "You've reached today's file limit", you've hit the daily upload limit: describe the problem in text or attach files tomorrow.

The conversation was closed

You'll see "The operator closed the conversation. If the issue comes back — just write here." and a request to rate support. Still have a question? Write in the same chat — a new request starts, and the earlier messages stay above.

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