ProxyUDP help center

Questions answered.
Get back to a working connection.

Practical answers for choosing a plan, connecting your apps, and solving problems with your proxy.

60 answers · English content reviewed

Getting started & plans

ProxyUDP क्या है?

ProxyUDP UDP सपोर्ट, लचीले IP रोटेशन और OS स्पूफ़िंग के साथ उच्च-गुमनामी वाले मोबाइल SOCKS5 प्रॉक्सी उपलब्ध कराता है। हमारे प्रॉक्सी ई-कॉमर्स, कई प्रोफ़ाइल के प्रबंधन और प्राइवेसी के लिए आदर्श हैं।

How do I buy and start using my first proxy?

Create and activate your account, purchase a plan, wait for setup, then configure your app.

  1. Register and follow the email activation link.
  2. Choose a plan and complete checkout once.
  3. Open Dashboard → My Subscriptions and copy the connection details or import an available VPN profile.

Your active subscription should appear in the dashboard and connect from your configured app.

If payment completes but setup fails, use the existing Order ID when contacting support.

Can I try a proxy, and where can I find current prices?

Available hourly test plans, durations, locations, and prices are shown in the current catalog. An old chat, partner offer, or screenshot may describe a plan that is no longer offered. A free trial is not guaranteed.

  1. Check the product’s plan selector and checkout total.
  2. Use an available test plan to check your actual app, network, and destination before choosing a longer plan.

Checkout identifies the plan and price you are purchasing.

Contact support if an advertised offer is missing or you need a capability the listing does not confirm.

Is traffic unlimited, and can I move unused data between proxies?

Read the selected plan’s duration and data allowance. A numeric GB allowance is a limit; an unlimited label does not promise a particular speed. Usage counters alone do not mean that the displayed amount is your allowance. Do not assume unused data is a shared wallet across locations.

  1. Check the current plan and subscription details.
  2. Confirm any quota or network restrictions before choosing a plan.
  3. For a different location or carrier, check the available change options with support.

You should know which subscription an allowance belongs to before using it.

If traffic stops unexpectedly or allowance details are unclear, send support the Order ID and displayed usage.

Why is a listed location unavailable when I try to order?

A catalog listing does not reserve capacity. The selected location or plan can have no free ports or modems when checkout attempts to allocate one.

  1. Choose another available plan or try again later.
  2. Check Order History before repeating checkout if you already submitted payment.

An available order should proceed to setup after payment.

Contact support for availability questions or if you were charged without receiving access.

Is my proxy dedicated, and can I use it on several devices?

Access arrangements and client limits depend on the product and protocol. A private username does not by itself prove that the modem or carrier exit IP is exclusive. Mobile carriers can share public IPs between subscribers.

  1. Confirm any requirement for an exclusive modem, different subnets, or multiple simultaneous clients before ordering.
  2. For VPN profiles, also read the multiple-device connection answer below.

Use only the access arrangement confirmed for your purchase.

Ask support to verify your specific subscription instead of assuming every product has the same sharing rules.

Do you support IPv6 on my proxy or VPN configuration?

IPv6 availability depends on the subscription, protocol, carrier, and client. An IPv4 connection or a UDP label does not establish IPv6 support.

  1. Confirm IPv6 availability for the exact plan and protocol before buying.
  2. Test IPv4 and IPv6 separately through the configured client.
  3. Check that traffic requiring the proxy is not falling back to your local IPv6 connection.

The client should route the address families you intend to use through the selected connection.

If IPv6 support is required but not stated, contact support with the plan and client details.

Accounts & payments

I cannot register, activate my account, or sign in. What should I do?

Registration requires the security check and email activation. An “email already registered” message can mean an account already exists even if an earlier attempt appeared unsuccessful.

  1. Complete the registration security check and check spam or junk for the activation email.
  2. Use your website username when signing in.
  3. Use password recovery for an existing account rather than repeatedly registering. If the site reports too many login attempts, stop retrying and follow its displayed instructions.

After activation and successful login, you should reach your dashboard.

For a missing or invalid activation link or inconsistent account state, send support your username, registration email, and error; never send your password.

How do I recover my website password?

Use Forgot your password? on the login screen with the email address associated with your account.

  1. Request the reset email and check spam or junk.
  2. Follow its link to set a new password, then sign in using your website username.

The new password should let you access your existing account.

Contact support if the reset message never arrives or its link cannot be used. Do not share the reset link publicly.

Which credentials should I use: website, proxy, VPN, or API?

These credentials serve different purposes. Your website login opens your account; HTTP/SOCKS5 credentials connect your app; an API token authorizes API calls. OpenVPN can have separately displayed credentials.

  1. Copy the credentials from the relevant block of your active subscription.
  2. For OpenVPN, use OpenVPN Credentials when shown.
  3. Do not substitute your website password or API token into proxy fields.

Your client should authenticate using the details for its chosen protocol.

If authentication still fails, report the protocol and error without exposing passwords or tokens.

I added balance. Why did no proxy appear?

A balance top-up adds prepaid account credit. It does not by itself buy or activate a proxy.

  1. Check that the top-up is completed in Account Balance.
  2. Choose a plan and complete Pay with Account Balance for that order.
  3. Check Order History if you already submitted the purchase.

A paid order proceeds to setup and then appears in My Subscriptions.

If credit was deducted but the order did not activate, contact support with the order and transaction references.

Why does the top-up or payment button do nothing?

Checkout needs a valid amount and an available payment method. Payment options can change; only options currently offered on the page can be used.

  1. Complete the amount and payment-method fields and check for validation messages.
  2. If an invoice opens, follow its instructions and keep the reference.
  3. Before retrying, check whether a transaction or order was already created.

The button should open the selected payment flow or show a useful validation message.

If nothing happens, report the page, browser, time, and a redacted screenshot. Do not repeatedly submit a payment.

I paid, but my balance or order still says pending. What now?

Payment confirmation and proxy activation are separate steps. A successful card charge or wallet transfer may not yet be reflected in your account.

  1. Check the existing invoice or provider confirmation and Account Balance → Recent Transactions.
  2. Check Order History and My Subscriptions for the same order.
  3. Keep the order or top-up reference and payment receipt. Do not pay again to fix a delayed update.

A confirmed top-up adds credit; a confirmed order advances to setup.

If the provider confirms payment but your account remains unchanged, send support the reference, amount, method, and payment time.

What if I sent the wrong crypto amount, network, or paid an expired invoice?

The asset, network, address, amount, and deadline must match the current invoice. Fees or an incorrect amount can leave an invoice unpaid or underpaid. Recovery of an incorrect transfer is not guaranteed.

  1. Compare the transaction with the invoice details and check its confirmation status.
  2. Keep the transaction hash, network, amount, invoice reference, and time.
  3. Contact support before sending an additional payment or reusing an old address.

Support can investigate the payment against the original invoice.

Escalate any underpayment, wrong-network transfer, or expired-invoice payment; do not assume it will credit automatically.

How do I get a receipt or commercial invoice for my payment?

Keep the provider receipt and the transaction or order reference shown in your account. If your company needs a commercial invoice or additional billing details, contact support to confirm what can be supplied.

  1. Locate the payment in Recent Transactions or Order History.
  2. Send support the payment reference and required billing details privately; do not send card numbers.

Support can identify the payment and confirm the available billing document.

If a receipt is missing or your invoice needs correction, describe the required change to support.

How do I apply a promo code or check a partner offer?

Apply the code during checkout and review the resulting total before paying. Eligibility and current offers can differ from older partner listings.

  1. Enter the code under Have a promo code? and choose Apply.
  2. Check the discount and final price; remove the code if you do not want to use it.

An accepted code is reflected in the checkout total.

If the offer does not apply as described, send support the public offer link and checkout error before purchase.

Orders & activation

Payment succeeded, but my proxy is stuck setting up or reports a provisioning error.

Setup allocates and prepares the proxy after payment. A prolonged “Setting up your proxy…” screen, “Error (General Provisioning),” or “Port Deleted/Missing” needs investigation rather than another purchase.

  1. Check the existing order in View Order History and My Subscriptions.
  2. Keep its Order ID and exact status; check for the activation email.
  3. If setup stays pending or reports an error, contact support using that order.

A completed setup should show active connection details and an expiry time.

Report a paid order without working access, including when payment completed. Avoid buying replacements repeatedly.

Where are my proxy details and VPN configuration files?

Open Dashboard → My Subscriptions after setup completes. Each subscription shows the connection details and protocols available for that allocation.

  1. Copy HTTP or SOCKS5 details from the matching block.
  2. Use the OpenVPN or WireGuard download control if present, or copy the full VLESS link.
  3. Check Order History if the subscription card is missing.

You should have a complete connection line or profile for a supported protocol.

Contact support if an active subscription has no usable details or an expected protocol is absent.

Why are Change IP, Reboot, OS Spoofing, or VPN buttons missing?

Controls depend on the subscription’s capabilities and current status. Test-only accounts cannot reboot a modem; an active regular plan is required, and some subscriptions do not offer that control.

  1. Check that the subscription is active and inspect the controls on its own card.
  2. Use only the actions offered for that subscription.
  3. If you extended a test plan, verify that the dashboard reflects the resulting entitlement.

Available controls should match the active plan and provider capabilities.

Report a missing expected control or a test-plan restriction that remains after a paid extension. Do not use another subscription’s action links.

When does my subscription expire, and what if the time looks wrong?

Use the displayed expiry and purchased duration. A delayed payment, failed setup, incorrect countdown, or time-zone mismatch should be investigated; do not assume that unused time is automatically restored.

  1. Compare the plan, payment time, activation details, and expiry in Order History and the dashboard.
  2. Include your time zone when reporting a discrepancy.
  3. Keep the original order reference if access ended earlier than expected.

The displayed entitlement should match the completed purchase and any confirmed extensions.

Ask support to review an incorrect expiry or lost access time. Credits, replacements, or compensation require case-by-case review.

Connections & performance

My proxy does not connect, times out, or keeps disconnecting.

A connection failure can involve the allocation, carrier, client settings, or the network between you and the proxy. An active label alone does not prove that traffic is working.

  1. Confirm the subscription is active and re-copy its current host, protocol port, and proxy credentials.
  2. Test from the affected app and compare another destination.
  3. Use Check Status and follow its response. If offered, try Refresh or one modem reboot and allow reconnection.
  4. Record the time and result if it fails again.

The configured app should connect consistently through the proxy.

Escalate persistent failures or repeated disconnects with the Order ID, app, protocol, exact error, and tests already tried.

Why is my proxy slow, or why do pages and CAPTCHA images take so long to load?

Mobile signal, carrier load, distance, client settings, and the destination can affect speed and latency. A CAPTCHA that does not load should be investigated as a loading problem, separately from a site asking for verification.

  1. Compare more than one destination in the same configured app.
  2. Compare the affected app with another correctly configured client and record connection time or speed.
  3. Check status and note whether the problem changes after one supported recovery action.

These comparisons help identify whether the issue affects the whole connection or one client or destination.

Send support the location, protocol, client, timestamps, and results if speed remains unusable. No fixed speed or latency is guaranteed.

Reboot Modem failed, or the connection did not recover after a reboot.

A reboot temporarily interrupts traffic. Repeated failures or a modem that keeps restarting require investigation.

  1. Allow the recovery time shown by the dashboard before testing again.
  2. Recheck the connection from your app and capture the returned status.
  3. Stop repeating reboot commands if the same failure continues.

A successful recovery should restore a stable connection.

Contact support for an ongoing reboot loop, failed reboot command, or “Please contact support to change the modem.” Include the Order ID.

Check Status says OK, Unknown, or External IP N/A, but my connection behaves differently.

A status response reports what could be checked at that moment. Missing metadata or a failed status request does not conclusively establish whether your client can connect.

  1. Test actual traffic from the configured app.
  2. Compare the observed public exit IP with the dashboard and its update time.
  3. Keep the exact status response, including any N/A fields or provider mismatch.

Status and connection evidence together give support a useful diagnosis.

Report a persistent mismatch, missing exit IP, incorrect carrier display, or a status error such as 502 while the subscription is active.

The ProxyUDP website or dashboard is unavailable. Are my proxies also offline?

Website availability and proxy connectivity are separate checks. A dashboard error does not establish that every proxy is offline, and working website access does not prove a proxy is healthy.

  1. Test your already configured connection without changing its details.
  2. Record the website URL, error, time, and whether proxy traffic still works.
  3. If you cannot open the support page, use [email protected] or Telegram @udproxy.

Support can distinguish a website incident from a connection failure.

Report persistent website errors, inaccessible controls, or simultaneous loss of proxy access. Avoid repeated purchases during an unclear outage.

A particular website blocks me or asks for CAPTCHA, phone, or QR verification.

A working proxy does not guarantee access, account acceptance, or the absence of verification on another service. A destination can apply its own rules; some plans can also have destination restrictions.

  1. Check whether other destinations work through the same connection.
  2. Read any plan-specific restrictions.
  3. Record the destination’s error separately from proxy authentication or connection errors.

This helps distinguish a destination-specific response from a general service fault.

Ask support to investigate reproducible access problems, but do not assume a proxy can remove a website’s verification requirements.

Why does an IP checker report hosting, a high fraud score, or a different provider?

IP classification, reputation, and geolocation are third-party assessments and can disagree. Checking the proxy host instead of the public exit IP can also give a different result. No universal “clean IP” score is guaranteed.

  1. Run the checker from inside the configured app and confirm it is checking the exit IP.
  2. Compare the exact IP and timestamp across more than one source.
  3. Separate a checker label from an actual connection failure.

You should be comparing the same observed exit address and test conditions.

Send support the plan, checker names, results, and time if the exit carrier or network type appears inconsistent with your purchase.

UDP, VPN & browser setup

How do I enter HTTP or SOCKS5 details in my browser or app?

Select the protocol that matches the dashboard entry and use its corresponding port. The copy format is HOST:PORT:USERNAME:PASSWORD; some clients require separate fields or a different import format.

  1. Enter the host, matching port, proxy username, and proxy password in their respective fields.
  2. Enable proxy-side DNS for SOCKS5 if your client supports it.
  3. Apply the settings and test inside that same app or browser profile.

The app’s traffic should use the configured proxy.

For HTTP 407 or authentication failures, recheck credentials and client support; send support the protocol and error if it still fails.

Websites load, but UDP, QUIC, STUN, or WebRTC does not work. Why?

Loading a webpage confirms that request only. UDP requires support from the subscription, chosen protocol, and client’s routing. Some apps do not route UDP through their ordinary proxy setting.

  1. Confirm the required capability for the exact subscription.
  2. Check your client’s UDP and routing settings; use a supported tunnel if the app requires it.
  3. Test the actual UDP application or protocol rather than relying only on an HTTP IP check.

The required traffic should work through the intended route without falling back to your home connection.

If the test fails, report the client version, protocol, test destination, and result. Do not assume every browser or VPN profile offers identical behavior.

Where can I get OpenVPN, WireGuard, or VLESS, and are they included with every plan?

These options vary by subscription. Use the protocols actually provided on your dashboard; a new purchase in the same location can have different capabilities.

  1. Check protocol availability before purchasing if it is essential.
  2. Download the offered OpenVPN or WireGuard file, or copy the full VLESS link or QR code.
  3. Import it into a compatible client and test the apps you intend to use.

A supported profile should appear in your client and connect using the supplied settings.

Contact support if an expected protocol is missing. Do not reuse another subscription’s configuration.

OpenVPN says “Authentication failed” or “Authorization failed.”

An old profile or incorrect VPN credentials can prevent authentication. The website login and HTTP/SOCKS5 password are not substitutes for separately displayed OpenVPN credentials.

  1. Confirm the subscription is active.
  2. Download its current .ovpn file and re-import it when instructed.
  3. Use the OpenVPN Credentials shown for that subscription, if the client requests them.

The current profile and correct VPN credentials should authenticate.

If it still fails, provide support the Order ID, client version, time, and redacted log. Do not send the full private profile in a public group.

Can I change an OpenVPN profile between TCP and UDP?

The profile’s transport must match the server configuration. Changing “proto tcp” to “proto udp” by itself does not enable an unsupported endpoint. VPN transport and the traffic carried inside a tunnel are different things.

  1. Use the current supplied profile without guessing new hosts, ports, or transport settings.
  2. If your network requires a particular transport, confirm availability before purchase.

Your client should connect with a profile supported by the selected subscription.

Ask support for a compatible configuration if a required transport is unavailable or a previously working profile changed.

Do I need a new VPN profile after Refresh, a replacement, Jump, or an OS change?

Some changes replace connection information. Follow the dashboard response; an older OpenVPN profile or VLESS link can stop working after an allocation or fingerprint change.

  1. Read the action result for re-download or re-import instructions.
  2. Download the current OpenVPN file or copy the full current VLESS link.
  3. Update the client and reconnect before testing again.

The client should use the current subscription configuration.

If the new profile is missing or fails, send support the Order ID and the action that preceded the failure.

My real IP appears, or my phone’s VPN keeps reconnecting. What should I check?

A proxy protects only traffic routed through it. App routing, DNS, IPv6, WebRTC, network changes, and client behavior during disconnection need separate checks. A working test once is not a guarantee against every leak.

  1. Test from the app that should be using the connection.
  2. Check its proxy or tunnel routing and any supported kill-switch or disconnect-protection setting.
  3. Test behavior during a controlled disconnect before using sensitive sessions.
  4. For repeated phone reconnects, note network changes, background behavior, and whether another device uses the same VPN profile.

Traffic requiring the proxy should use that route, or stop if your chosen protection is configured to block fallback.

If your home IP appears or reconnects persist, stop the affected session and contact support with redacted logs and the test conditions.

Can I use the same VPN profile on two phones or devices at once?

Do not assume a single VPN profile supports simultaneous clients. Reusing a profile can cause connection conflicts on some configurations.

  1. Disconnect the other device and test one client at a time.
  2. Confirm simultaneous-device support for your subscription.
  3. Use separately provisioned profiles or a supported router arrangement when required.

Each supported client should maintain a stable connection.

If devices displace each other or continue disconnecting, send support the number of devices, protocol, and Order ID.

How should I configure DNS, and what is Modem DNS IP?

DNS behavior depends on the app or tunnel. Modem DNS IP, when shown, is a local modem address intended to be reached through the connection; it is not your public proxy host. A DNS checker’s location alone does not prove a leak.

  1. Use proxy-side DNS where your client supports it and check its DNS or encrypted-DNS routing.
  2. Use a displayed modem DNS address only in a setup that can reach it through the proxy or tunnel.
  3. Test DNS and public IP from the configured app.

DNS requests that should use the proxy must follow the intended route.

For an unreachable resolver or a requirement for carrier DNS, send support your client, protocol, plan, and test results.

Can I connect a router, virtual machine, or the whole device?

An app proxy and a device-wide tunnel route different traffic. Routers and virtual machines need a compatible protocol and correct routing, including DNS; ordinary system proxy settings are not used by every app.

  1. Check which protocols your router or client supports.
  2. Import an available configuration and configure the traffic you intend to route.
  3. Test each device or app behind the router, including reconnect behavior.

Only traffic covered by the configured route should use that subscription.

For compatibility or legacy virtual-router questions, contact support with the device, firmware or client version, and required protocol.

IP rotation, location & fingerprints

How do I change my public IP address?

Use Change IP on an eligible active subscription or its supplied private IP Rotation URL. Rotation can briefly interrupt existing connections.

  1. Request the change once and wait for the result.
  2. Reconnect or refresh your app and check its observed public exit IP.
  3. Follow any displayed cooldown before another request.

The carrier may assign another IP, although a different address is not guaranteed on every request.

If rotation fails persistently, send support the Order ID and response without exposing the private rotation link.

Change IP keeps saying “modem busy” or “wait 120 seconds.”

The modem may be reconnecting or another action may be in progress. The wait shown by your dashboard is the relevant instruction; 120 seconds is not a universal recovery guarantee.

  1. Wait for the displayed interval without repeatedly requesting rotation.
  2. Retest the actual connection and request an updated status.
  3. If the same busy state repeats, keep the error and time for support.

The operation should finish or return a clear status after the wait.

Escalate a persistent busy loop, “new external ip cannot be detected,” or a rotation action that never restores access.

The dashboard says the IP changed, but I still see the same address.

A mobile carrier may reuse an address. You may also be comparing the connection host, stale dashboard data, or a different app route instead of the current exit IP.

  1. Check the public IP from inside the configured app after rotation completes.
  2. Compare the same type of traffic and refresh the test.
  3. Keep the before/after results and dashboard response if they disagree.

The observed exit IP is the address relevant to that test; rotation does not guarantee a new subnet.

Report repeated successful-change messages that do not match live observations.

Why does my IP change without me pressing Change IP? Can it stay static?

Carrier reconnects, recovery actions, or configured automatic rotation can change a mobile exit IP. Turning off scheduled rotation does not guarantee a permanent address.

  1. Check any rotation settings provided for your subscription.
  2. Note whether the change coincides with a disconnect or reboot.
  3. Confirm fixed-IP requirements before choosing a mobile plan.

You should understand the available rotation controls and the limits of carrier-assigned addresses.

Contact support for unexpected frequent changes or to clarify an automatic-rotation setting.

Can I restore a previous IP or choose an exact subnet?

A specific previous carrier-assigned address or subnet cannot be guaranteed. An address may appear again, but rotation is not a reservation system.

  1. Confirm any strict address, subnet, or location requirement before purchasing.
  2. Check the actual exit IP after connecting or rotating.

Plan around the confirmed product capability rather than an assumed fixed pool or exact IP.

Ask support about suitability if your application depends on a particular address or subnet.

मोबाइल प्रॉक्सी का IP बताए गए क्षेत्र से मेल क्यों नहीं खा सकता

अगर आपके मोबाइल प्रॉक्सी का IP बताए गए शहर/राज्य से अलग शहर/राज्य दिखाता है, तो सबसे आम कारण CGNAT, ऑपरेटर के केंद्रीकृत एक्ज़िट और geo-IP डेटाबेस के अपडेट में देरी हैं — ज़रूरी नहीं कि प्रॉक्सी की लोकेशन गलत हो। डिवाइस भौतिक रूप से लक्षित क्षेत्र में हो सकता है, फिर भी IP जियोलोकेशन कुछ और दिखा सकती है।

Which OS fingerprint should I choose?

Choose only from the options offered for your subscription. A network fingerprint option is not a complete emulation of a particular phone or browser version.

  1. Choose the appropriate offered OS family for your intended setup.
  2. If using a browser profile, follow the dashboard instruction to match its user agent.
  3. Apply the change and follow any configuration-refresh instructions.

The supported network setting should be applied consistently with your setup.

If you need an exact device or version that is not offered, ask support before relying on a similar-sounding preset.

OS Spoofing fails, does not change the result, or stops the proxy working.

A saved selection does not always establish that the provider applied it successfully. Provider capabilities and subscription state can limit changes.

  1. Confirm the subscription is active and choose an offered option.
  2. Read the full result and re-download or re-import your profile if instructed.
  3. Retest the connection and network fingerprint through the same client.

Both connectivity and the reported setting should reflect a successfully applied change.

Report “Confirmation not recognized,” “Unknown apply error,” “contact support to change the OS fingerprint,” unchanged results, or loss of access. Include the chosen option and Order ID.

Does OS spoofing preserve my device’s TCP fingerprint or change every browser signal?

No single setting changes every signal. Browser attributes, TLS behavior, network TCP characteristics, and tunnel transport are different layers. IP rotation alone does not guarantee a different TCP fingerprint.

  1. Identify the exact signal your test measures, such as p0f, TCP options, or browser attributes.
  2. Test the actual subscription and protocol with the same client settings.
  3. Avoid assuming HTTP, SOCKS5, VLESS, and VPN profiles preserve identical end-to-end behavior.

A test result applies to that connection path and signal, not every detection system.

For requirements involving JA4T, TTL, MTU, TCP SYN options, or transparent tunneling, ask support for confirmation rather than assuming support.

Can I switch my proxy to another US state?

Jump State is offered only to eligible accounts and subscriptions, with available capacity. At this review, a successful jump costs $0.50 from Account Balance, with a 30-minute cooldown and up to six jumps per 24 hours.

  1. If Jump State appears, select an offered state and review the action before confirming.
  2. Keep enough balance and wait for the result.
  3. Download a new OpenVPN configuration or re-import VLESS when instructed.

A successful action updates the allocation to the selected available state; IP databases may still report a different city.

Contact support if Jump is unavailable, the action fails, or you need to change carrier or transfer an allowance. Do not assume every plan permits unrestricted switching.

Renewals & expiry

How do I extend a subscription and keep using my proxy?

Use Extend Subscription where offered and complete payment for the extension. Some plans require a new order instead. An active extension adds time from the current expiry; an allowed extension after expiry starts from the current time.

  1. Open the subscription’s extension options and review the duration and price.
  2. Complete the payment once.
  3. Check the new expiry and Subscription Extensions entry.

A completed extension should show the purchased additional time.

Report a missing extension or incorrect date. Do not assume a replacement or released port will retain every connection detail.

How does auto-renewal work, and why did it not renew?

Where offered, auto-renewal uses available account balance and the current tier price. A balance top-up alone does not enable renewal. Insufficient funds can turn the switch off, and other service errors can prevent renewal.

  1. Enable Auto-renewal on the relevant subscription where available.
  2. Keep sufficient available balance and check the result near expiry.
  3. After funding an account, check and re-enable the switch if it was turned off.

A successful renewal should produce a charge and an updated expiry.

If the switch was enabled and funded but access expired, send support the Order ID, expiry, and transaction details. Test plans and separate reseller products may behave differently.

How do I stop future renewals or cancel unused time?

Turn off Auto-renewal where offered to stop future automatic renewals. This does not reverse a completed charge or automatically refund unused subscription time.

  1. Turn the subscription’s Auto-renewal switch off.
  2. Verify the resulting state and expiry.
  3. Check transactions if a renewal had already completed.

The subscription should expire according to its remaining paid term without another requested automatic renewal.

Contact support if the switch cannot be changed or an unexpected charge appears; refund requests require review.

My subscription disappeared or says expired. Can I recover the same proxy?

Expired subscriptions may disappear from My Subscriptions. A released port or previous configuration may no longer be recoverable.

  1. Check View Order History for the order and expiry.
  2. Use an offered renewal action before its displayed deadline, if available.
  3. Otherwise contact support or choose a new plan.

The order history should clarify whether access ended or an extension completed.

If a paid extension is missing or an apparently active proxy is marked expired, ask support to investigate rather than assuming the old endpoint is still reserved.

Support & policies

Can I request a refund, replacement, or compensation for downtime?

The published Terms of Service state that purchases are final and non-refundable. If payment or service failed, contact support for a case-by-case review. Previous discretionary credits or replacements do not guarantee the same outcome for another order.

  1. Provide the Order ID, payment reference if relevant, and when the problem started.
  2. Describe the failed service and troubleshooting already completed.
  3. Keep the existing order and receipt so support can investigate.

Support can review the incident and explain any available remedy.

Escalate unresolved payment or access failures through the support channels below; no automatic refund, replacement, or compensation is promised.

What should I include when contacting support?

Contact Telegram @udproxy or [email protected] with enough information to identify the order and reproduce the problem.

  1. Include your website username and Order ID or top-up reference.
  2. Name the plan, app and version, operating system, and protocol.
  3. Describe what happened, the exact error, time and time zone, and checks already tried.
  4. Redact passwords, API tokens, private rotation or VPN links, payment-card details, and unrelated personal information.

A clear report helps support investigate the affected service.

For a recurring fault, reply with the new occurrence time and results in the same support conversation. Do not post private configurations in groups.

I see error 791 or another unexplained code. What does it mean?

A number alone is not enough to identify a fault. Different clients and providers can use the same code for different conditions.

  1. Record the application or page that displayed the error.
  2. Copy the full message, time, protocol, and Order ID.
  3. Include a redacted screenshot or relevant log excerpt.

Support can identify the source of the code before recommending a fix.

Contact support if the error persists. Do not apply an unrelated fix based only on a matching number.

Where are the API documentation and my API token?

Open Dashboard → API Access for your token and use the current public API documentation. API authentication is separate from proxy credentials. Partner or reseller integrations can have different interfaces and terms.

  1. Open the API guide and interactive reference linked from Documentation.
  2. Use the authentication format documented for that API.
  3. Keep tokens out of screenshots, public code, and URLs; review actions before executing them.

Your integration should use documented endpoints and capabilities for your account.

For API errors, send support the endpoint, response code, time, and a redacted request. Never include the token.

Where can I find my referral link and request a reward withdrawal?

Open the Referral Program section of your dashboard for your link, current reward terms, and referral balance. Historic reward percentages are not a guarantee of the current program.

  1. Copy Your Referral Link from the dashboard.
  2. Review the displayed rewards and available referral balance.
  3. Use CONTACT SUPPORT TO WITHDRAW for withdrawal questions.

The dashboard should identify your current referral account and rewards.

Contact support about missing rewards or withdrawal eligibility, with the relevant account details and dates.

Do you offer bulk, reseller, or custom arrangements?

Contact support for current availability and a quote. A private offer, separate reseller API, or historic custom setup is not the standard website plan or refund policy.

  1. Describe the locations, protocols, quantity, duration, and sharing requirements you need.
  2. Confirm billing, renewal, cancellation, and support terms before integrating or purchasing.

Use the terms and interface expressly confirmed for your arrangement.

Ask support to clarify any conflict between a private quote, old message, and current checkout before paying.

How do I protect credentials, and what if I accidentally exposed them?

Proxy passwords, API tokens, private rotation links, and VPN configurations can provide access or control. Keep them private.

  1. Remove exposed material from public posts or repositories where possible.
  2. Contact support to arrange the appropriate credential or configuration replacement.
  3. Update your clients after the replacement and secure the account if its website password was exposed.

Use only the replacement credentials and keep future reports redacted.

Report suspected unauthorized use promptly; deleting a public post alone does not revoke copied credentials.

How do I request account deletion or access to my personal data?

The Privacy Policy explains the data the service collects and how to request access, correction, or erasure. Send account and privacy requests to [email protected].

  1. Identify your account using its username and registered email address.
  2. State whether you want account deletion, a data copy, or a correction.
  3. Follow support’s account-verification instructions without sending passwords or API tokens.

Support can confirm the request and explain the applicable process and any retention requirements.

Follow up through the same support channel if the request remains unanswered. Do not assume that disabling auto-renewal also deletes your account.

What uses are allowed, and where can I read the service policies?

Use the service in accordance with the published Terms of Service, Acceptable Use Policy, and applicable rules. A working connection does not grant permission to misuse another service.

  1. Read the current policies before using or sharing access.
  2. Contact support about an unclear use case or suspected abuse.

You should understand the conditions that apply to your use of the service.

Send policy, privacy, or abuse questions to [email protected].

Still need help?

Tell us what happened.

Include your username, Order ID or payment reference, app, protocol, exact error, and the time with your time zone.

Redact passwords, API tokens, private configuration links, and payment-card details from screenshots.

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