Think the meter overcharged you?

Short version: if you can show our usage figure is higher than what you actually moved, by more than protocol overhead explains, we credit the difference back to your balance. There's no time limit on this.

What the meter counts

Traffic in both directions: what you send through the proxy and what comes back. Retries you trigger are real traffic, so they count too.

So your own counter will usually read a little under ours: TLS handshakes and connection setup are real bytes your tool doesn't see. A big gap is worth sending in, and we want to know.

Build your case

1. Note our figure. Open the proxy in your dashboard and write down Bandwidth used on the Capacity card. No figure there? Email support@proxymonkey.io for the reading before you start. Make sure nothing else is using that proxy.
2. Run a fixed job. A few hundred URLs is plenty, with retries off in your own client so the request count stays put.
3. Count it yourself. Put a byte counter in front of the job (mitmproxy works, or a wrapper that adds up request and response sizes). Count both directions.
4. Check our figure again once the job has finished, and compare our increase with your count.

Send it in

Email support@proxymonkey.io with:

• the proxy ID and the time window;
• your total and ours;
• how you counted (tool and settings).

Leave out passwords and credentials.

What happens next

A person checks it. If our number is too high, the difference goes back on your balance as a service credit: it's us fixing our own bill, so it's credit, not a refund. If your count turns out to be the off one, we'll show you why. Staying suspicious of us is allowed.

Looking for a refund of unused balance instead? See Refunds: getting unused money back.