If you have a free vps hosting order only, you will get: "Only clients who have active premium orders can submit tickets" alert in your helpdesk after submitting your support ticket.
Official help and support ticket system is available for paid clients only. You can't submit help tickets and ask for help if you have free VPS plan only.
If you need free help, you should use our free Knowledge base here: http://www.vps.me/kb
Or discuss your problems and solutions via VPS.ME forum here: http://www.vps.me/forum __ Note: forum is fully supported by VPS.ME community members only, and in most cases no official help will be available. If you need fast and direct help, you should upgrade to paid plan.