Start with one proxy in one tool, then narrow down the cause. These answers help you separate resource, configuration, local network and target website issues.
Where should I start if a connection or tool test fails?
Check resource status and connection details first, then the tool and local network. Work through the checklist below and change one setting at a time before retrying, so you can identify which part is responsible.
- Resource status: verify the IP is valid and purchase or renewal has completed.
- Connection details: check host, port, SOCKS5/HTTP and authentication individually.
- Tool settings: confirm the relevant profile has saved and enabled the proxy; test one resource first.
- Network: confirm that the local network and policies permit access to the host and port.
What should I do about an authentication or password error?
Copy the selected resource’s proxy username and password again, then check the authentication method. Do not use your website password or another IP’s credentials. Check extra spaces and swapped username/password fields. For allowlist authentication, confirm that the current network exit is authorized. If it still fails, save the full error for support.
What if the connection times out or stays on connecting?
First check the host and port and whether your network permits access. Recheck the address, port and SOCKS5/HTTP protocol against the dashboard, including spelling and spaces. If every proxy times out in one tool, compare with another compatible tool or a permitted network. Ask your administrator about organizational network restrictions.
How do I check the proxy exit IP and region?
Check the exit in the same configured tool, then test the target page. Compare the detected IP and region with the resource list. Test a browser proxy in that browser, and a program proxy through the same program. Reaching the host, obtaining the expected exit and opening the target are separate checks.
Why is my detected IP unchanged after setting a proxy?
First confirm that the detection request actually uses the proxy. Check that the relevant browser profile, client or program has saved and enabled the setting, and that the test runs through it. Configuring one tool does not automatically configure other browsers or all applications. Repeat the test in the same tool after checking.
The proxy connects, but some websites do not open. What next?
Separate the basic proxy connection from the target website’s response. If exit detection works but a specific site fails, record its URL, error and time, and check account permissions and access requirements. One unavailable page does not necessarily mean the proxy resource has failed; avoid repeated purchases based on that alone.
What if the detected country or region differs from my order?
Check the actual exit, then compare your order region and test result. Do not mistake a connection host or gateway for the exit IP. IP databases can report locations differently; keep the test service, result and time. If the actual exit still clearly differs from the purchased region, contact support for investigation.
How do I investigate slow speeds or high latency?
Reduce parallel work and compare one proxy in one tool first. Check downloads, uploads and background bandwidth use, then your plan specification. Distance, target response and load can affect performance. Record the time, target and behavior, changing only one condition per comparison.
What should I do about frequent or intermittent disconnects?
Record when disconnects happen and how often, then separate local connectivity from workload. Check whether they occur only in one tool, on one site or with many parallel tasks. Try a small workload using the same proxy or compare another compatible tool. Give support reproducible steps and affected times if it continues.
A previously working proxy stopped working. What should I check?
Check expiry first, then review recent changes. In Static proxy management, verify validity, subscription status and any renewal result. Check for changes to the host, port, credentials, tool configuration or network. Recheck current parameters before testing rather than relying only on an old export.
Can I connect directly, or do I need extra network settings?
If your network can reach the proxy host and port, you can configure it directly using the supplied details. Extra setup depends on the tool and network policy. Check the permitted client, firewall and organizational network settings. Normal browsing without a configured proxy does not test proxy connectivity. Send support your environment details if you need help checking.
What information should I send technical support?
Reproducible details are more useful than a message saying only that it does not work. Prepare the items below and send them through the official contact page. We do not need website or proxy passwords or verification codes; hide those in screenshots and export excerpts.
- Order reference or resource identifier, plus product type.
- Time and time zone, tool name and version, and operating system.
- Target URL, full error text and a redacted screenshot.
- Exit test result, reproduction steps and checks already attempted.
Continue with the setup guides: Protocols and setup · Usage guide · Proxy management.