Live chat (recommended)
A human agent joins within about 90 seconds during service hours — best for connection failures and speed issues that need live debugging.
Start a live chat →Support and live chat
Real people, 24 hours a day, in English or Chinese. Start a live chat or open a ticket with your diagnostic log attached, and we will follow it through a traceable process until the problem is closed.
Live chat 24/7
8-minute average first response
97.6% satisfaction
Business advisors
Contact us
Four ways in. Pick whichever suits you.
Whether you prefer instant chat or a written record, everything lands in the same ticket system so it can be reviewed and escalated.
Open a ticket
For anything that needs logs, screenshots or a written trail. Tickets accept attachments and generate a reference number you can track.
Submit a technical ticket →Help mailbox
Email [email protected] and we will reply within 12 hours. Include your account email and client version so we can look you up quickly.
Business advisor
Team and private-deployment customers can book a dedicated advisor for router-wide design reviews, policy routing and bulk distribution.
[email protected] →Live chat
Talk to an engineer, not a scripted bot
Our live chat is staffed by technical support engineers who can read the diagnostic information you authorise and quickly tell whether the problem sits in your local network, the node, or the client configuration.
- Connection speed: about 90 seconds to a human agent during service hours.
- Hours: 24/7, including public holidays.
- Escalation: unresolved after 30 minutes and it automatically goes to a senior engineer, with the full transcript preserved.
- Privacy: the conversation is used only to resolve your issue and is never linked to your browsing behaviour.
Have these ready and you will wait half as long: operating system and client version, your city and ISP, the node you selected, and when the problem started.
QuickQ Live Support
● Online · about 90 seconds to connect
Hi, my ping goes red every time I play ranked cross-region. Can you take a look?
Absolutely. First, tell me your region and the node you are currently connected to, and I will check the link quality.
Hangzhou, connected to the Tokyo streaming node.
Got it. Tournament mode is still off on your account. Switch to "Hong Kong · Esports line" and enable Tournament mode — I have already reserved a low-jitter path for you. You should sit around 40 ms.
That did it, completely stable now. Thanks!
This is an illustrative transcript showing the support flow. The page is a static demo and is not connected to the live chat backend.
Open a ticket
Describe the problem and attach a diagnostic log
Every ticket gets a reference number and a first response in about eight minutes. Log files contain no browsing history — they exist to locate network problems.
Response targets (SLA)
| Priority | First response | Resolution target |
|---|---|---|
| Critical (cannot connect) | ≤ 8 minutes | ≤ 2 hours |
| High (speed problem) | ≤ 30 minutes | ≤ 8 hours |
| Normal (how-to) | ≤ 2 hours | ≤ 1 business day |
| Business customers | ≤ 5 minutes | Per service agreement |
What business customers get
- A dedicated technical advisor reachable 24/7
- Router-wide deployment design reviews and on-site support
- Bulk account provisioning and shared policy configuration
- Quarterly health reports and usage trend analysis
Service status
Live regional node status
We publish the operating status of the main regions. Before contacting support, check the table below to see whether you are hitting a regional incident.
| Region | Nodes | Average latency | Status |
|---|---|---|---|
| Hong Kong / Taipei | 486 | 28 ms | Operational |
| Tokyo / Osaka | 412 | 42 ms | Operational |
| Singapore / Kuala Lumpur | 358 | 55 ms | Operational |
| Los Angeles / Seattle | 524 | 132 ms | Operational |
| Frankfurt / London | 398 | 168 ms | Partial maintenance |
| Dubai / Mumbai | 246 | 96 ms | Operational |
| São Paulo | 128 | 205 ms | Operational |
Latency figures are measured averages from each region to major gateway cities and will vary with your carrier and local network conditions.
Before you contact us
These answers may solve it immediately
Which languages does support cover?
Live support is available in English and Chinese. Tickets and email work in either language as well; for other languages we will help as far as translation tools allow.
Is live chat a real person or a bot?
A human technical support engineer takes over after the initial handshake. An automated script collects basic environment details — operating system, client version, selected node — and then passes you straight to a person. We do not loop you through bot scripts.
Does submitting a diagnostic log expose my privacy?
No. A diagnostic log contains the client version, protocol type, connection timestamps, handshake results and error codes. It does not contain browsing history, visited domains or traffic contents. See the privacy policy.
What if my problem is not resolved?
If a ticket misses its target, ask for an escalation: it automatically moves to the senior engineer queue and a team lead follows up. If the route genuinely cannot be improved, you can still claim a full refund within 30 days.