My order or proxy isn't working

Short version: check the order got through, check the proxy is Active, then test it with one curl command. If it still won't work, hit Report an issue on the proxy so the report lands already tied to it.

The order hasn't shown up

1. Open Orders in the sidebar and click the order. A note on its page says where it's got to:
   • Payment cleared: it's being set up now. Credentials appear as soon as it's ready.
   • Waiting for your payment to clear: the payment provider hasn't confirmed it yet. The page updates on its own. Already paid? Click I have paid — check now.
   • This order has not been paid for yet: finish the payment, or, if you've changed your mind, Cancel this order. Only unpaid orders can be cancelled.
   • This order did not go through, but you were charged: nothing was set up, and the money is on your account as balance, so it isn't lost. Spend it on another order, or ask support@proxymonkey.io to refund it to your original payment method, which takes longer.
2. Once it's ready, the proxy shows under Proxies.

The proxy won't connect

1. Is it running? Open Proxies and find it. The status should be Active. Expired means its term ran out: see Renewing ISP and datacenter IPs. On residential, check there's traffic left on the Capacity card.

2. Right details? Copy the host, port, username and password again from that proxy's Connection card.

3. Test it bare:

   bash

   curl -sv -o /dev/null --proxy "http://HOST:PORT" --proxy-user 'USERNAME:PASSWORD' https://api.ipify.org
   

4. Read what came back:

   • 407: Got a 407 or a 403? Here's what they mean
   • refused, timeout, 502 or 503: Timeouts, 429s, 502s and other proxy errors
   • works in curl but not in your tool: Plugging the proxy into curl, Python, Node and scrapers

5. Check the dashboard's own test. Tools, Proxy checker dials your proxy the way your client would and tells you whether it answers. It can't test a proxy that's on an IP allowlist.

Is it everyone?

Service status in the sidebar lists open incidents and planned maintenance. If there's one for your line or region, that's probably it.

Report it

On the proxy, click Report an issue and describe what you see. You get a reference number, and support picks it up with the proxy details attached. For anything else, see Contacting support: what to send.