Complaints
You may raise a complaint about service, support or payments through your account. Russian and English are accepted.
1. Submit a complaint
Open Help, create a ticket and put Complaint in the subject. Include the order number if available, the date, what happened and the outcome you would like. Do not include full card details, passwords or eSIM activation codes.
2. Track the response
The ticket receives a reference and stores the conversation. Support may ask for clarification in the same thread. Read replies in the same ticket in your account.
3. Further review
If you disagree with the response, reply in the same ticket and request another review. This procedure does not restrict rights provided by applicable law.
4. Account access
Channel membership is not required to access existing orders or support. Do not use a public channel to share order details. Use the account ticket system to contact support.