# How do I contact support with useful diagnostics?

Use VilaVPN's official support channel and include the platform, VilaNet
version, exact error, time of failure and redacted diagnostics. A short,
reproducible report is more useful than repeated retries or an unreviewed data
dump.

1. Preserve the exact error and the final VilaNet connection state.
2. Record the device platform, operating-system version and VilaNet version.
3. Record the selected server, network type and when the failure occurred.
4. Write one sentence describing what you expected and what happened instead.
5. Add the shortest numbered steps that reproduce the problem.
6. Collect [VilaNet diagnostics](/en/common-tasks/diagnostics/) if they are
   available on your platform.
7. Review every attachment and remove passwords, raw subscription URLs, tokens,
   customer data and unrelated private information.
8. Send the report through the official support channel shown by VilaVPN.

## Success check

The report identifies the affected device and app version, preserves the exact
failure, explains how to reproduce it, and contains only reviewed, redacted
attachments.

## If you cannot provide every item

- **Diagnostics are unavailable:** send the exact error and context; do not
  invent a diagnostics path or attach unrelated files.
- **The issue cannot be reproduced:** describe what you were doing before it
  happened and whether it has happened more than once.
- **You are unsure whether an attachment contains private data:** leave it out
  and ask support what specific information is needed.
- **The issue is urgent because all traffic fails while connected:** leave
  VilaNet disconnected if that restores access, and include that result.

> **Screenshot needed:** capture the current official support entry point and a
> fully sanitized example report. Exact support labels and submission flow must
> be verified before publication.