How to Get Good Answers from the AI Support

1. Device and system: e.g. "Windows 11 laptop", "iPhone, iOS 18", "Android, Xiaomi 14", "GL.iNet router". Steps differ by system, so without this it has to ask.
2. Connection method and region: private network, AnyConnect, OpenVPN, web proxy, Traffic Camouflage or router, and which region (e.g. Japan, China). Each method is diagnosed differently.
3. What happens and the exact error: no connection at all, connected but slow, or dropping after a while; just send a screenshot of the error — it can read it — or type the text out. If one site or app fails, name it.
4. What you already tried: another region, another method, a restart, another network (Wi‑Fi vs. mobile data) — mention it so you aren't asked to redo it.

• Bad: "Can't connect." Good: "Windows 11, AnyConnect to Japan, spins then says connection timed out; Korea does the same; home broadband is China Unicom."
• Bad: "It's slow." Good: "iPhone on Traffic Camouflage, Singapore; pages load but video keeps buffering, worst after 9 pm."
• Bad: "How do I do it?" Good: "Just bought the Family plan and want our Xiaomi TV to use it too — how?"
• Bad: renewal, region change and router in one message. Good: one question at a time; answers are more precise and easier to find later.

• QQ group: @海绵宝宝 when you ask (its QQ nickname is SpongeBob in Chinese). The group owner and other users answer too, and while someone is already handling your question it stays quiet on purpose; @ it again to bring it back.
• Telegram group and Discord: just ask, no @ needed — even "anyone there?" gets a reply.
• Ask in any language — English, Chinese, Japanese, Korean, Russian and more; it replies in the language you use. No need to ask the same thing in all three groups; it's the same support behind them.

Each of SpongeBob's replies also comes as a voice message. It's there for people with low vision and for older users: if reading is hard, just play the audio — it's deliberately spoken slowly. Older relatives who find typing difficult can send a screenshot and listen to the spoken answer.

• Using the service: sign-up and trial, prices and credits, renewal and plan changes, installing each connection method, picking a region, flashing and binding the router.
• Troubleshooting: no connection, slow, dropping, a site or app not working — step by step from what you tell it.
• General device settings: network settings on computers, phones, tablets and TV boxes, apps that won't install, confusing system prompts — it walks you through the steps.
• It answers from our own material, and its numbers come from that material; when unsure it tells you and asks you to @ the group owner.

• Refunds, payments not received, double or unexpected charges.
• Banned account, authentication failures, router binding conflicts.
• Router shipping, delivery, damage and warranty.
• How: @ the group owner in the QQ group, or email the support address on the Contact page, or add the human support QQ listed there. Include your account email and what happened.
• Connection addresses come from the website: sign in and click the region flag in the matching section to copy one.

• Never post passwords, verification codes or payment screenshots in a group, nor config files, QR codes or subscription links — they are your account.
• Blur connection addresses and tokens in screenshots before sending them.
• Support never asks for your password, codes or payment in private messages, and never asks you to install remote-control software; anyone who does isn't us.