Official help and support ticket system is available for paid clients only. You can't submit help tickets and ask for help in live chat if you have free VPS plan only.
VPS.ME live chat staff will refuse your questions if you're FREE VPS client. 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 with other free vps members.
If you need fast and direct help, you should upgrade to paid plan.