Contacting support and what to include
Updated 2 min read
Use the chat button on this help centre, or write to support@proxyforge.io, for anything about your account, orders, billing or connections. Both are answered by people. A complete first message is the fastest route to an answer, because it removes a round of questions.
Which contact to use
| Subject | Contact |
|---|---|
Account, orders, wallet, connection problems, refunds |
Chat on this help centre, or support@proxyforge.io |
Volume pricing, invoicing, migrations, contracts |
Sales, listed on the contact page |
Sourcing, DPAs, security reviews, suspension appeals |
Compliance, listed on the contact page |
Abuse coming from one of our addresses |
Abuse, listed on the contact page |
Other places to look first
- Service status in the dashboard sidebar shows open incidents and scheduled maintenance.
- For a problem with a specific proxy, Report an issue on its page files a ticket with the proxy attached. See Raising a ticket about a proxy from the dashboard.
What to include
- The email address of the account, if you are writing from a different one.
- The proxy ID or order concerned, and its product line.
- What you expected and what happened, with the exact error text or status code.
- When it happened, with your time zone, and whether it is constant or intermittent.
- For a connection problem, the output of
curl -vthrough the proxy with the password replaced byREDACTED.
What never to send
Account passwords, proxy passwords, API keys or full card numbers. Support never needs them and never asks for them.