Authentication failed
- Confirm you are using proxy credentials, not your dashboard password.
- Copy the username, host and port from the correct product workspace.
- Check that the package or assigned resource is still available.
- Do not add an IP allowlist; allowlist authentication is not supported.
Connection timed out
- Retry once from a stable network with a clear timeout.
- Confirm the requested location is currently available for that product.
- Check whether a Static ISP resource is still allocating or has expired.
- Record the time, product and resource ID without recording the secret connection string.
Location does not match
Rotating Residential supports country and state selection; location follows IP geolocation, which can differ between lookup services, and city targeting is not offered. Static ISP location is tied to the assigned resource.
If the country is wrong, open a Technical ticket and select the affected order and proxy resource where available.
When to contact support
- Technical: connection, allocation, usage or resource issues.
- Billing: order totals, payment records or future refunds.
- Other: an account issue that is neither Technical nor Billing.
- Report suspected misuse through the separate Abuse Report flow.
There is no product-inquiry ticket category. For questions about buying, contact support directly.