Rich Proxy - Is the proxy not working?

Specificity of Residential Networks

Unlike Datacenter (server) proxies, Residential IPs belong to real home users around the world. Their performance directly depends on the owner's (donor's) internet quality and device, making them subject to specific issues:

Power Loss & Reboots

The donor device can reboot, lose power, or update automatically at any moment.

Manual Disconnection

The user can manually turn off their device or the donor application if it affects their experience.

Hardware Limitations

Device firmware limitations like lack of memory or lack of required protocols support for proxy routing.

Firewall & NAT

ISP, local firewall, or NAT settings might aggressively block outbound residential proxy connections.

Software Updates

Software or firmware updates can reset active connection settings or shutdown background proxy processes.

Traditional Proxy (Server/DC)

You

DC Server

Target Site

Complete Control. Stable, blazing fast layout. We fully manage the hardware and software ourselves 24/7. Easily detectable as commercial IP.

Residential Proxy

You

Donor's Home

Wi-Fi

PC

Phone

Target Site

No Control. Your request legally routes through a real person's Wi-Fi router, personal computer, or smartphone. Maximum trust, but depends entirely on their hardware and connection.

EXPERT INSIGHT

Instability is an architectural feature, not a defect

The fundamental principle of residential proxies is that their "instability" is not an infrastructure error or a provider's shortcoming. It is a direct consequence of the architecture and the main source of their value.

Why it's inevitable

DHCP Dynamics: IP addresses belong to real ISPs and are dynamically assigned to household devices. These addresses change regularly by the ISP network itself.
Donor Behavior: Nodes can disconnect, go into sleep mode, or change network types (Wi-Fi to 4G) based on reality.

Why they pay for it

Security systems (Cloudflare, Akamai) trust these IPs because residential traffic is mathematically indistinguishable from regular users.

The Trade-off: You compensate for connection instability with the highest level of trust. Temporary gaps pay off through increased success rates and lack of CAPTCHAs.

How to work with it

Wait until the proxy becomes available again.
Apply retries with exponential backoff.
Split sessions by Geo/ASN and prioritize tasks.
Try buying a proxy again for an arbitrary period.
Monitor success rate instead of classical uptime.

You are not buying a communication channel, but the legitimacy of your traffic in the eyes of security systems.

These Cases Are NOT Refundable

Slow Connection

The donor's home internet might be limited by their plan or network congestion. Slow response or low speed is not a malfunction eligible for a refund.

Proxy is "Dirty"

Use our Risk Score checker or scanner before making a purchase (available in the purchase window) to filter out dirty IPs. If you bought such a proxy blindly, refunds are not available.

Geolocation Changed

Donor providers may dynamically change routing or reallocate address pools between neighboring regions. This is a common practice, and we do not control GeoIP databases.

"Just Didn't Like It"

If the proxy is online and technically functional, we do not issue refunds for subjective reasons or because it did not fit your specific software or site.

Mistaken Order / No Longer Needed

If you accidentally chose the wrong GEO, mixed up the rental duration, or simply no longer need the proxy after completing your task — it is impossible to cancel an active order.

What to do if the Proxy really doesn't connect?

Step 1: Check

Check the proxy on a completely different browser or device.

Sometimes the problem lies in the local cache, anti-detect browser, or blockers.

Step 2: VPN

Try turning off your VPN.

Your own Internet provider or VPN may block routing to our nodes.

Step 3: Revive

Try to "revive" the proxy by reconnecting.

Go to Purchase History → Add rental period → Wait exactly a minute.

Step 4: Refund

If nothing helped, issue a Refund.

Click the Refund button in History. Funds will return within 20 minutes.

Important facts about the Refund function

Core Rule

You can only return a non-working (offline) proxy.

Strict Limit

There is only 1 attempt available for a refund check per order.

Verification Mechanism

When you click the Refund button, the system instantly checks the proxy status, leading to one of 3 possible scenarios:

Successful Refund

The proxy is verified offline, and funds are automatically credited to your balance within 20 minutes.

Denial (proxy online)

The system records that the proxy is in a working online state. Your refund attempt is completely burned out.

Denial (limit reached)

Refund is impossible because you have already used the check for this order previously.

To see the full list of situations where refunds are or are not provided, please refer to Section 3.2 of our Terms & Conditions.

SUPPORT GUIDE

Contacting Technical Support

Prerequisites for contacting support regarding a refund:

The proxy is rented for MORE than a week. The proxy is indeed not working when verified by our specialists. Support reserves the right to refuse a refund if the proxy works flawlessly during the check.

How to correctly submit a request (7 Steps):

1

Account: Your API Key or Telegram login (if contacting for the first time).

2

Identifier: Proxy ID or Order ID.

3

Connection: Data in the format Host:Port:Login:Password.

4

Timeline: When was the proxy rented, total rental period, and how long did it work?

5

Task: For which website or application was this proxy used?

6

Environment (MANDATORY): Which OS and app used to connect?

7

Hardware: If you use Raspberry solutions, please provide the firmware.

Detailed Description = Fast Resolution

Please note: without providing data strictly according to the template above, support will not be able to process your request.

Contact Support

Is the proxy not working?

CRITICAL RULE