Getting Help from ProxyPorts Support
Our support team is here to help you resolve any issues as quickly as possible. To avoid back-and-forth messages and get a faster resolution, please include the right information in your first message.
How to Reach Us
- Submit a ticket — Use the support form on this Help Center or your ProxyPorts dashboard.
- Email — Send an email to our support address listed on your dashboard.
- Live chat — Available on the ProxyPorts website during business hours.
What to Include in Your Support Request
The more detail you provide upfront, the faster we can help. Here is what to include based on your issue type:
For Connection Problems
- Your proxy host and port (copy from the dashboard).
- The exact error message you are seeing (screenshot if possible).
- The application or browser you are using (e.g., Chrome with SwitchyOmega, AdsPower, Python script).
- Your authentication method — Username/Password or IP Whitelisting.
- Whether the issue is new or if it was previously working.
For Speed Issues
- Your proxy host and port.
- A speed test result through the proxy (e.g., from fast.com or speedtest.net).
- How many concurrent connections/tabs you have open.
- Whether you are connected via Wi-Fi, Ethernet, or mobile hotspot.
For Billing or Refund Requests
- Your order number or the proxy details in question.
- The date of purchase.
- Whether you want a balance refund or payment method refund (see our refund policy article for the difference).
For IP Quality Concerns
- Your proxy host and port.
- The specific platform where you are experiencing issues.
- Screenshots of any block messages or detection results.
What NOT to Include
- Never share your proxy password in a support ticket, email, or chat. We can look up your credentials internally — we never need you to send them.
Response Times
We aim to respond to all tickets within a few hours during business days. Complex technical issues may take longer to investigate. Providing complete information in your first message is the best way to speed up the process.