How GhostShield support works
The contact form above goes to support@ghostshield.ai. We aim to respond within one business day; most tickets are answered in under 12 hours. Pro subscribers get priority routing — flagged automatically by the email address linked to your subscription. Free-tier users are answered in the same queue, just behind paid tickets when the queue is deep.
Choose the right channel
- Account, billing, refunds: billing@ghostshield.ai. Include your account email so we can look up the subscription.
- Technical issues, app crashes, connection problems: support@ghostshield.ai or the form above. Include OS version, app version, and a brief description of what happened.
- Privacy or data requests (GDPR, CCPA): privacy@ghostshield.ai. We respond within the statutory windows (30 days for GDPR, 45 days for CCPA).
- Security disclosure / responsible vulnerability reporting: security@ghostshield.ai. PGP key on request. We do not run a bug-bounty program yet but acknowledge meaningful reports publicly.
- Press, media, interview requests: press@ghostshield.ai. Press kit available on request.
- Partnerships, affiliate, B2B: partners@ghostshield.ai. Affiliate program details at /earn.
Before you write — common answers
A lot of inbound questions have the same root causes. If any of these apply, you can usually resolve the issue faster yourself:
- App won't connect: try a different server. The first server on the list isn't always the closest. See the methodology for how routing works.
- Slow speeds: WireGuard typically retains 85-95% of line speed; if you're below 70%, switch to a server closer to your location.
- Streaming service blocking the VPN: switch to a different city on the same country. See the specific streaming guide for that service.
- Billing question: invoices and payment history are at Dashboard → Settings → Billing. Refunds within 30 days of first payment are automatic — reply “refund” to the order confirmation email.
- Lost access: password reset at /forgot-password.
Response-time commitments
Paid subscribers: under 12 hours during business days (Monday-Friday UTC). Trial users: under 24 hours during business days. Weekends and holidays: best-effort, usually within 48 hours. If you haven't heard back within those windows, your message almost certainly got caught in a spam filter — email support@ghostshield.ai directly from a different address.