ProxyElite technical support

Q: Can I get a refund if the proxies don't fit?

Yes, within 24 hours of account activation. For a refund, create a ticket with the order number. The refund applies provided the usage limits are not exceeded. This rule applies to all four proxy types — datacenter, rotating, personal, and ISP.

Q: In what languages does support work?

Support works in Russian and English. Schedule — daily from 7:00 AM to 12:00 AM MSK. For urgent questions outside working hours — leave a ticket, we'll answer first in the queue in the morning.

Help with proxy operation, problem solving, connection questions. Support operates daily from 7:00 AM to 12:00 AM, average response time — 30 minutes. Engineers answer, not bots — they will check the IP via whois, explain the reason for the ban, and help with whitelist.

7:00 AM–12:00 AM daily Reply in 30 min Engineers, not bots RU/EN 24-hour refund

Write to support FAQ — 31 questions

Infrastructure in numbers

ProxyElite support relies on own infrastructure. All IP addresses, servers, and channels belong to us since 2012 — engineers see the problem directly, not "escalate to the upstream".

10 Gbps

Uplink per node

24/7 load control

99.8%

Network uptime

Incident monitoring

895,824

IPv4 addresses in pool

IP replacement on ban

since 2012

Own datacenter

Direct hardware access

How to get help

ProxyElite technical support is engineers who solve problems directly. Not a call center with scripts, but specialists with infrastructure access.

Attention!

All technical support is provided in the client area via the ticket system.

If you have problems logging into the client area — write via the feedback form on the contacts page.

Technical support schedule — daily from 7:00 AM to 12:00 AM MSK.

Client area

Proxy management, settings, usage statistics, and payment history — all in one place.

Proxy management
Usage statistics
IP address change
Transaction history
Tickets to support

Log into the client area

24-hour refund guarantee

Don't want to wait for a support reply? Buy proxies with a 24-hour money-back guarantee.

Refund within 24 hours
If proxies don't fit
Fast procedure
No unnecessary questions
All 4 proxy types

Visa

MasterCard

USDT

Bitcoin

Support schedule

The support team works daily to promptly resolve your questions.

Daily from 7:00 AM to 12:00 AM
Average response time: 30 minutes
Official SLA: 24 hours
Russian and English
Engineers, not operators

Alipay

SBP

Ethereum

Perfect Money

What problems people contact support with

Typical client inquiries and how to resolve them. 80% of problems are solved by the instructions — find your scenario.

Proxies don't work

Check the IP binding in the client area. The IP may have changed — rebind. Open ip.php and compare the IP.

Checker shows the real IP

The proxy checker works from a different IP, not bound in the whitelist. Check from the bound device via ip.php.

IP is banned on the site

Create a ticket — we will replace the IP for free during the rental period. Specify the order number and target site.

Can't find login/password

In the client area → "Products/Services" → select the service → "IP binding" field. The login and password are in front of it.

Low proxy speed

Check the speed from the bound device via speedtest. If below 100 Mbps — create a ticket with the test results.

Dynamic IP changes

Use login/password authentication — the proxies work within the /21 mask. No need to bind on every IP change.

I want a refund

Create a ticket within 24 hours of purchase. Refund on condition that the usage limits are not exceeded.

Need to update the IP list

In the client area — list regeneration every 8 days. Get new IPs from the pool. The process is automatic.

How ProxyElite tech support works

Technical mechanics without simplifications. Clear what happens after creating a ticket and why we answer faster than competitors.

Creating a ticket

Create a ticket in the client area. Fill in all fields: describe the task, specify the order number, attach screenshots.

The more detailed the ticket — the faster the resolution. Specify the proxy type, country, protocol (HTTP/SOCKS5).

Engineer analysis

The ticket goes to an engineer with infrastructure access. They will check the IP via whois, look at the connection logs, and check the ASN.

The engineer sees the problem directly — no need to "escalate to the upstream", as with resellers.

Response and resolution

Average response time during business hours (7:00 AM–12:00 AM) — 30 minutes. The engineer will explain the reason for the ban, help with the whitelist, and offer an IP replacement.

If the problem is with the proxies — we will replace the IP for free during the rental period.

Ticket closing

After confirming the resolution, the ticket is closed. The history of all tickets is available in the client area — you can return to the resolution.

For B2B clients — a dedicated manager with direct contact in Telegram/Slack.

ProxyElite support vs competitors

Quick table: how our support differs from typical resellers. Detailed plan comparison — on the prices page.

Parameter	ProxyElite	Resellers	Free proxies
Who answers	Engineers with hardware access	Script operators	No one
Response time	30 minutes	2–24 hours	No support
Working hours	7:00 AM–12:00 AM daily	9:00 AM–6:00 PM on weekdays	No
Infrastructure access	Direct (own datacenter)	Through upstream	No
IP replacement on ban	Free during the term	Paid or impossible	No
Refund	24 hours, no questions	On review	No
Support languages	Russian, English	Depends on the team	No

Workflow: from purchase to usage

Four steps. If you have a problem at any stage — create a ticket, the engineer will help.

Choosing a plan

On the prices page, choose the type, country, IP count, term. Questions — to support chat.

Instant delivery

After payment — IP list in txt, csv, json. Not delivered within 10 minutes — ticket to support.

Configuring authentication

Whitelist (5 IPs free) or login/password. Binding problems — create a ticket with your IP.

Export and IP replacement

List export. On IP ban — replacement via ticket, free during the rental period.

Connect in 5 minutes

Ready code examples for all plans. If the code doesn't work — check the IP binding and create a ticket with the error description.

bash · HTTP/HTTPS proxy

# Check IP via ProxyElite HTTP proxy
curl -x "http://USER:PASS@PROXY_IP:PORT" \
     -L "https://api.ipify.org?format=json"

# For whitelist authentication, no login/password needed
curl --proxy "http://PROXY_IP:PORT" \
     -L "https://httpbin.org/ip"

bash · SOCKS5 proxy

# SOCKS5 with DNS resolution on the proxy side (socks5h)
curl -x "socks5h://USER:PASS@PROXY_IP:PORT" \
     -L "https://api.ipify.org?format=json"

# SOCKS5 without local resolution — socks5
curl --socks5 "PROXY_IP:PORT" \
     --proxy-user "USER:PASS" \
     "https://httpbin.org/ip"

python · requests + SOCKS5

import requests

proxies = {
    "http":  "http://USER:PASS@PROXY_IP:PORT",
    "https": "http://USER:PASS@PROXY_IP:PORT",
    # for SOCKS5 you need pip install requests[socks]
    "socks5": "socks5h://USER:PASS@PROXY_IP:PORT",
}

r = requests.get("https://api.ipify.org?format=json", proxies=proxies, timeout=10)
print(r.json())  # {'ip': 'PROXY_IP'}

node.js · undici (ProxyAgent)

import { request, ProxyAgent } from 'undici';

const agent = new ProxyAgent('http://USER:PASS@PROXY_IP:PORT');

const { statusCode, body } = await request('https://api.ipify.org?format=json', {
  dispatcher: agent,
  headersTimeout: 10_000,
});

for await (const chunk of body) {
  console.log(chunk.toString());  // {"ip":"PROXY_IP"}
}

php · cURL extension

<?php
$ch = curl_init('https://api.ipify.org?format=json');

curl_setopt($ch, CURLOPT_RETURNTRANSFER, true);
curl_setopt($ch, CURLOPT_PROXY,            'PROXY_IP:PORT');
curl_setopt($ch, CURLOPT_PROXYUSERPWD,     'USER:PASS');
curl_setopt($ch, CURLOPT_TIMEOUT,          10);

// For SOCKS5 uncomment:
// curl_setopt($ch, CURLOPT_PROXYTYPE, CURLPROXY_SOCKS5);

$response = curl_exec($ch);
echo $response;  // {"ip":"PROXY_IP"}
curl_close($ch);

Where to get the data: login, password, IP, and port — in the client area → "Products/Services". Can't find — create a ticket, the engineer will help.

Works with your software

All IPv4 proxy plans are compatible with any tool that supports HTTP/HTTPS/SOCKS5. If the software doesn't work with proxies — create a ticket, we'll help configure.

Playwright Scrapy Selenium Puppeteer ZennoPoster BAS Dolphin Anty AdsPower Multilogin Python requests Node.js undici PHP cURL cURL / Wget A-Parser Key Collector Serpstat and 500+ more tools

IP:Port

192.0.2.1:8080

IP:Port:Login:Password

192.0.2.1:8080:user:pass

Format builder

any template via separators

Support for business

For B2B clients — a dedicated manager with direct contact. No tickets to the general queue.

Contract and documents

We sign an official contract. We provide invoices, acts of performed work, and closing documents for accounting.

Flexible payment terms

Deferred payment for regular clients. Cashless settlement, invoice payment, cryptocurrencies (BTC, ETH, USDT), and bank cards.

Dedicated manager

Personal account manager with direct contact in Telegram/Slack. Solves issues of subnet allocation, IP replacement, and API integration.

Corporate orders from $1,000

Individual prices for orders from 5,000 IPs. Dedicated /24 subnets, custom geo, 99.9% SLA with downtime compensation.

Prohibited to use proxies for

Support won't help if the proxies are blocked for rule violations. Respect the restrictions — and there will be no problems.

Malware and viruses

Brute force and password guessing

Carding and fraud

DDoS attacks

The full list of restrictions is in the service rules. If violated, proxies are blocked without refund.

Frequently asked questions about support

Brief on-point answers. More questions — on the FAQ page (31 questions).

Create a ticket in the client area — this is the main support channel. If you don't have access to the client area, use the feedback form on the contacts page. Support schedule — daily from 7:00 AM to 12:00 AM. Average response time during business hours — 30 minutes, official SLA — 24 hours.

Check the IP binding in the client area — your IP may have changed and rebinding is required. Open the ip.php page and compare the IP with the bound one. If the IP matches, check the proxies in the browser via port 8080 for HTTP or 1085 for SOCKS. If the problem persists — create a ticket with a description of the task, order number, and screenshots.

The proxies are bound to your IP address via whitelist. The proxy checker works from a different IP, so the proxies are unavailable to it. Check the proxies from the device whose IP is bound in the client area, via the browser or the ip.php page. If you need to check in bulk — use a Python script from the bound server.

Average response time during business hours (7:00 AM–12:00 AM) — 30 minutes. Official SLA — 24 hours. Engineers answer, not bots: they will check the IP via whois, explain the reason for the ban, and help with whitelist setup. For B2B clients — a dedicated manager with direct contact in Telegram/Slack.

Yes, within 24 hours of account activation. For a refund, create a ticket with the order number. The refund applies provided the usage limits are not exceeded. This rule applies to all four proxy types — datacenter, rotating, personal, and ISP.

Support works in Russian and English. Schedule — daily from 7:00 AM to 12:00 AM MSK. For urgent questions outside working hours — leave a ticket, we'll answer first in the queue in the morning.

Fill in all fields: describe the task, specify the order number, attach screenshots of the error, clarify the target site and the software used. The more detailed the ticket — the faster the resolution. Specify the proxy type (datacenter/ISP/rotating/personal), country, protocol (HTTP/SOCKS5), and authentication method (whitelist/login-password).

Didn't find the answer? Create a ticket

ProxyElite engineers will answer within 30 minutes during business hours. Or choose a plan and test the proxies on your task — 24-hour refund, no questions asked.

Contact support

24-hour refund guarantee · Support 7:00 AM–12:00 AM · Reply in 30 minutes