Contacting support: what to send

Short version: email support@proxymonkey.io, use the chat on our site, dashboard or this help centre, or hit Report an issue on the proxy that's misbehaving. Say which proxy, what you expected, what happened, and when. Never send a password.

Where to reach us

• Email: support@proxymonkey.io. People on our support team read every message. Best for anything about your account, money or refunds.
• Chat: the chat button on our site, in the dashboard and in this help centre reaches people on the same support team. On our site and in the dashboard, it only shows if your cookie settings allow preference cookies.
• A specific proxy: open it in the dashboard and click Report an issue. You get a reference number, and the report arrives already tied to that proxy.

What to include

1. Which proxy or order. The proxy ID or name from the dashboard, or the order ID.

2. What you tried to do, and what you expected to happen.

3. What happened instead. The exact error message or status code. For connection problems, curl -v output is gold:

   bash

   curl -v --proxy "http://HOST:PORT" --proxy-user 'USERNAME:REDACTED' https://api.ipify.org
   

4. When. Date and time, with your time zone. Every time, or now and then?

5. What you already tried.

For a payment, add the date, the amount and the payment method.

For a site that blocks you, there's a longer checklist: Blocked by a site? Send us this.

Never send

Proxy passwords, account passwords, API secrets, full card numbers, wallet seed phrases or private keys, or screenshots that show any of them. We don't need them to help, and nobody from support will ask for them.

Before you write

The answer might already be here:

• Got a 407 or a 403? Here's what they mean
• Timeouts, 429s, 502s and other proxy errors
• My top-up hasn't arrived
• My order or proxy isn't working

Something down for everyone? Service status in the dashboard sidebar lists open incidents and planned maintenance.