A proxy stopped working: tell us from the dashboard

The fastest way to get a broken proxy looked at is Report an issue on the proxy itself. The ticket arrives already tied to that proxy, so nobody has to ask which one you mean.

First, two quick checks

1. Service status. Open Service status in the side menu. If an open incident or maintenance lists your proxies, there is nothing to fix on your side; the incident shows an Expected end when one has been set.
2. Proxy checker. Open Tools > Proxy checker, pick the proxy under My proxies, and click Begin test. It reports whether the proxy answered, its exit IP and the speed. It is free and does not touch your balance.

If the proxy answers in the checker but your job still fails, the problem is likely in the client or at the target site: see 407 or 403: find out who answered.

Send the ticket

1. Open the proxy from its list under Proxies in the side menu and click Report an issue. To cover several proxies that fail the same way, tick them on the list page and use Report an issue in the bar that appears (on a narrow screen the checkboxes are hidden; widen the window).
2. Under What is happening, pick the closest match: Slow or unstable speeds, Cannot connect, Credentials rejected, Blocked by the target site, Wrong location or Something else.
3. Set When did it start.
4. Add the site under Where you saw it (optional) if one host shows the problem, and paste error messages or timings in the last field. For Something else, that field is required.
5. Click Send report. The confirmation shows a reference; note it down if you write to us about the same problem.

Proxies failing in different ways? Send separate tickets. A mixed ticket is triaged as its vaguest half.

Free replacements

When we owe you a replacement, for example after an incident, a Replace a proxy button appears at the top of your proxy pages. It lists the proxies we will move; click Replace this proxy on the one you want moved. We move it to a fresh address in the same country at no charge.

Prefer email? Write to support@proxyhive.io with the proxy's ID, what you see and when it started. Leave passwords out.