Before reporting

To help us fix your issue quickly, please do these checks first:

  1. Search this Help Center for a matching troubleshooting article
  2. Update your VPN app to the latest version
  3. Try the fixes described in the relevant troubleshooting guide
  4. Confirm the bug is reproducible (it happens more than once, not just once)
  5. Try restarting your device and the app

If the problem persists after these steps, please submit a bug report.

What to include in your report

A good bug report helps us fix the issue faster. Please include as much of the following as possible:

1. Your device and operating system

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

2. Your VPN app details

  • App name (Happ, v2RayTun, or v2rayN)
  • App version (found in Settings > About in the app)

3. Your SericaVPN account info

  • The email address associated with your account
  • Your current subscription plan (Traveler, Nomad, or Pro)

4. Description of the bug

  • What you were trying to do
  • What you expected to happen
  • What actually happened
  • Step-by-step instructions to reproduce the issue (so we can see the same bug on our end)

5. Evidence

  • Screenshots or screen recordings showing the problem
  • Exact error messages (copy the text, do not just describe it)
  • Crash logs (if the app crashes)
  • Speed test results (if the issue is performance-related)

How to submit

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

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

Example:

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

Response time

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

Security issues

If you believe you have found a security vulnerability in SericaVPN:

  • Do not post it publicly or on social media
  • 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 do not hear back within the expected timeframe:

  • Check your spam folder for our reply
  • Reply to your original email rather than sending a new one (this keeps the conversation in one thread)
  • Include your ticket number if you received one