Proxy troubleshooting
Proxy not connecting, running slowly, or throwing an authorization error? Below are the most common causes and proven ways to fix them in a couple of minutes.
Check these first
These four steps resolve most support requests. Go through them in order before detailed diagnostics.
Check the data format
Access credentials are provided as host:port:login:password. Copy them from your dashboard in full, without extra spaces or line breaks.
Select the SOCKS5 protocol
The application settings must specify SOCKS5 — not HTTP. Also make sure login-and-password authentication is enabled.
Disable VPN and extensions
Third-party VPNs, antidetect extensions, and other proxy clients can conflict. Temporarily disable them and try connecting again.
Check the rental period
Open your dashboard and make sure the rental is active. Your IP is assigned to you for the entire period and does not change until it expires.
Symptom → cause → solution
Find your case and apply the recommendation. Most problems can be fixed without contacting support.
Proxy won't connect
The connection drops or hangs at the connection stage.
- Double-check the host and port from your dashboard — a typo is a common cause.
- Add the application to your firewall and antivirus exceptions.
- Check port availability with the command
telnet host port. - Make sure the SOCKS5 protocol is selected, not HTTP.
Authorization error
The application shows "authentication failed" or "407".
- Copy the login and password again — without leading or trailing spaces.
- In the client, choose the "login and password" method, not "no authorization".
- Check that the credentials have not been updated in your dashboard.
- The login and password are case-sensitive.
Low speed
Sites load slowly even though traffic is unlimited.
- Choose a server closer to your region or to the target resource.
- Close unnecessary applications using the same proxy.
- Disable antivirus traffic scanning during the test.
- The channel is up to 1 Gbps — check the speed of your local internet.
No SOCKS5 / UDP support
The program can't work with SOCKS5 or UDP traffic.
- Use a system tunnel, such as Proxifier, to proxy any applications.
- For the browser, set SOCKS5 in the built-in network settings.
- Our proxies support UDP and QUIC — choose a client with UDP support.
- For games and voice services this is especially important.
DNS leak
Sites detect your real location instead of the proxy's country.
- Enable the "resolve hostnames remotely" option in your client.
- DNS requests should go through the proxy, not directly.
- We have built-in DNS leak protection.
- Check the result on any IP and DNS checker service.
Blocked by the firewall
The connection works on your phone but not on your computer.
- Allow outbound access for the application in the firewall.
- Check your corporate network — it may block proxy ports.
- An antivirus with network scanning can also cut the connection.
- Try a different network (mobile internet) to test.
What to include when contacting support
To help us resolve your issue faster, gather this information in advance — it will save several messages.
Server and protocol
Provide the host and port of the rented server and the protocol (SOCKS5). There is no need to send the password itself.
Error text
Copy the exact error message or attach a screenshot of the application settings.
Environment
Describe your OS, the program, and what you have already tried from the steps above. That way we can get straight to the point.
Frequently asked questions
First, check the data format host:port:login:password and make sure the SOCKS5 protocol is selected. Then disable your VPN and third-party extensions, check the rental period in your dashboard, and test the connection with telnet host port. If the port is blocked by a firewall, add the application to the exceptions.
In 90% of cases this is a typo or an extra space in the login or password. Copy the credentials again from your dashboard without spaces, make sure the application is set to login-and-password authentication rather than "no authorization". Each IP is assigned to you for the entire rental period and does not change.
Choose a server in the country closest to your real location or to the target resource. Our traffic is unlimited and the channel is up to 1 Gbps, so slowdowns are usually caused by an overloaded local internet connection, antivirus software, or several applications running through one proxy at the same time. Restart the application and test without a VPN.
Not all programs can work with SOCKS5 directly. Use a system proxy client (for example, Proxifier) or the built-in SOCKS5 settings in your browser. Our proxies support UDP and QUIC, so for games and voice services choose a client that can proxy UDP traffic.
Enable proxying of DNS requests through the proxy (the "resolve hostnames remotely" option in your client) so that requests go through our server instead of directly. Our proxies have DNS leak protection. After configuring, check the result on any IP and DNS checker service — it should display the data of the rented server.
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