Contacting support, and what to put in the first message

There are three ways to reach us, and people answer all of them:

• Email support@proxyhive.io. A person reads every message, and the reply goes to the address you wrote from.
• Chat: the chat button on our site and in this help centre opens a conversation with our support team.
• The contact form on our site. The reply goes to the address you enter on the form. If the form says it could not send your message, email us instead.

Write from the right address

For anything about your account (billing, refunds, closing it), write from the email address the account is registered with. That is how we know the request is yours. Closing can also be requested from the dashboard; see Closing your account.

Put this in the first message

A complete first message saves a round of questions.

• What you were doing: the product (ISP or datacenter) and the order it concerns.
• What happened: the status code or error text, copied exactly, and whether it happens every time or now and then.
• When: date, time and time zone.
• How you connect: the command or client settings, with the password replaced by REDACTED.
• What you already tried: another target, another client, the allowlist instead of credentials.

For a site that blocks you, A site is blocking your proxy: what we need to see has the full list.

Never send

Passwords, proxy credentials, API keys or card numbers. We never ask for them, and a message that contains one is a reason to change it.

Picking a topic on the form

The form asks for a topic: billing or refunds, technical question, allowed use, report abuse, privacy or legal, compliance questionnaire, waitlist for a new product, or something else. Pick the nearest one; it only helps us route the message.

Many questions are answered faster in this help centre, and the rules for what you may use the network for are in the allowed-use policy.