Before reporting

To help us fix your issue quickly, please:

  1. Check this Help Center for a matching troubleshooting article
  2. Update your VPN app to the latest version
  3. Try the fixes in the relevant troubleshooting guide
  4. Confirm the bug is reproducible (happens more than once)

What to include in your report

A good bug report includes:

1. Device and OS

  • Device model (e.g., iPhone 15, Samsung Galaxy S24, Dell XPS 13)
  • Operating system and version (e.g., iOS 17.4, Windows 11 23H2, Ubuntu 22.04)

2. VPN app details

  • App name (e.g., Hiddify, V2RayNG, Streisand)
  • App version (found in Settings → About)

3. SericaVPN account info

  • The email address associated with your account
  • Your current subscription plan

4. Description of the bug

  • What you were trying to do
  • What you expected to happen
  • What actually happened
  • Steps to reproduce the issue

5. Evidence

  • Screenshots or screen recordings
  • Error messages (copy the exact text)
  • Crash logs (if applicable)
  • Speed test results (if performance-related)

How to submit

Send your bug report to support@sericavpn.com with the subject line:

Bug Report: [Brief description] - [App] on [OS]

Example:

Bug Report: Connection drops after 5 minutes - Hiddify on Android 14

Response time

  • General issues: Within 24 hours
  • Critical bugs (complete service outage): Within 4 hours
  • Feature requests: We read them all but may not respond individually

Security issues

If you believe you’ve found a security vulnerability in SericaVPN:

  • Do not post it publicly
  • Email security@sericavpn.com with details
  • We aim to respond within 48 hours
  • We operate a responsible disclosure policy and will credit researchers who report valid issues

Follow-up

If you don’t hear back within the expected timeframe:

  • Check your spam folder
  • Reply to your original email rather than sending a new one
  • Include your ticket number if you received one