Technical assistance
Connection, user accounts, gateway, Work Shield, Windows client, activation or service incident.
Technical email
support@axihedron.com
Open the panel→
AXIVPN HELP CENTRE
Clear assistance, from deployment to connection.
Our team assists with gateway activation, access administration, billing and troubleshooting of AxiVPN connections.
Choose the right channel
Use the client panel for a request linked to an active subscription. For a pre-sales question or a tailored project, contact our team directly.
Commercial questions
Plan selection, capacity, location, quotation, physical server, payment or billing document.
Sales email
contact@axihedron.com
Email the sales team→
REQUEST HANDLING
Help us resolve it faster.
A complete request helps us identify your account, gateway and incident context immediately.
Identify your workspace
Provide the company, administrator account email and, when available, the affected gateway name.
Describe the issue
State the action performed, expected result, displayed message and approximate incident time.
Add useful evidence
Attach a screenshot or diagnostic report without disclosing passwords or technical secrets.
Keep the same thread
Reply in the same conversation so the history and verification steps remain grouped together.
What support can investigate
✓AxiVPN gateway activation and status
✓User account creation and operation
✓Windows client and VPN tunnel connection
✓Work Shield rules and controlled DNS resolution
✓Orders, renewals, payments and invoices
✓Diagnosis of an incident affecting the AxiVPN service
Never send us your passwords.
AxiVPN will never ask for your account password, technical VPN password, private key or full payment-card details. Official messages use only addresses under the axihedron.com domain.
Availability and priority
Requests are handled according to their nature and impact. An incident preventing several users from reaching an active gateway has priority over a non-urgent information or configuration request. No specific response time is guaranteed unless stated in a separate written offer or agreement.
FREQUENTLY ASKED QUESTIONS
Before opening a request
I can no longer connect. What should I send?+
Provide the account email, device name, test time, exact message and whether other users are affected.
Can I request another location?+
Yes. Feasibility, lead time and price depend on the plan, capacity and available infrastructure.
Can support see my VPN password?+
No. Technical credentials are managed by the platform and must never be sent by email.
Where can I find the refund rules?+
They are set out in the Terms of Use. After activation or provisioning, the current subscription period is normally non-refundable, subject to mandatory legal rights.
Already a client?
Sign in to the AxiVPN panel to find your infrastructure and submit a request with the correct context.