Troubleshooting

Start by testing the line in the proxy tester: it checks HTTP and SOCKS5 lines and shows the exit country and speed. If the tester works and your app does not, the problem is in the app's settings. Every gateway answer is listed in gateway errors.

Why do I get 407 Proxy Authentication Required?

The gateway did not accept the login. Check the password first: after you regenerate it, the old one stops working at once. Then check every key in the login. A value outside the dashboard's lists, a misspelled city, a value with a space, or a region, city or ISP key without -cc- is refused with 407. The gateway's X-Reason header names the cause, such as bad credentials or unknown city.

Over SOCKS5 the same problems show up as a failed authentication, and a client that offers no username and password is refused. If the line works in the proxy tester, the app is not sending the login: look for separate username and password fields, and do not paste the whole line into the host field.

Why do I get 402?

The product has no traffic left, or the sub-user whose login you use has reached its traffic limit. Add traffic on the Residential or Mobile page, or raise the sub-user's limit on its Sub-users tab.

Residential logins never use mobile traffic, and the other way round. Free trial traffic stops when the trial ends.

Why do I get 403 with an X-Reason header?

The target is blocked for every account by default: mail ports 25, 465, 587 and 2525, .gov and .mil sites, or one of a few banking and ticketing sites. The X-Reason header says which rule applied; a SOCKS5 client gets a "not allowed" reply instead.

A 403 without X-Reason comes from the site, not from the gateway. Why scrapers get blocked explains the usual causes.

Why do I get 429?

From the gateway, 429 usually means 30 failed logins within a minute from your address. Fix the login or password, stop the retries and wait a minute before you try again. While free trial traffic is all you have, the gateway also answers 429 when you go over the trial's sessions at once or new connections per second; X-Reason says which, and the trial page lists both limits.

A 429 that the site itself sends asks you to slow down. Lower your request rate, as our Acceptable Use Policy asks.

Why do I get 502?

The exit failed to reach the site or dropped the connection. Retry. A rotating login gets another exit on the next connection. A sticky login keeps its key; if the 502s repeat, change the -sid- value to get a different IP.

If 502s keep coming for one site only, check that the site is up from your own connection. If they come for every site, write to support with the time and the login, without the password.

Why does my app hang when I choose the HTTPS proxy type?

Port 7000 is an HTTP proxy. It carries HTTPS sites through a CONNECT tunnel but does not speak TLS itself, so an app set to "HTTPS" waits for a handshake that never comes. Choose HTTP for port 7000, or SOCKS5 for port 7001.

Also check that the port matches the type: an HTTP client on 7001 or a SOCKS5 client on 7000 does not connect.

Why does my IP not change on every request?

Rotation is per connection. Browsers and most HTTP libraries keep a connection open and send many requests through it, so they keep one IP until the connection closes. Open a new connection, or a new session in your library, when you want a new IP.

Also check the login: a -sid- key makes it sticky on purpose. Lines from the dashboard generator are sticky unless you set Session to Rotating before you generate them.

Why did my sticky IP change before the time was up?

Check the -ttl- value first. Without it a sticky IP lasts 10 minutes, and generator lines carry whatever the Session time field said when you generated them (1 minute unless you changed it). Then check that the login stays the same: a session belongs to the login, the key and all targeting keys together, so a new city with the same -sid- gets a new IP.

An IP can also change early when the home or mobile connection behind it goes offline. Let your tool expect that and continue with the same key.

Why does the IP checker show a different city?

Location databases disagree below country level, and some place many addresses in a capital or a large city; UK exits often show London. Check the exit on the IP checker from inside the browser profile or app that uses the proxy, and compare it with the keys in the login.

If the country is wrong too, the app is probably not using the proxy at all, and the checker shows your own IP.

Why can a site still see my real IP?

Usually a WebRTC or DNS leak: the browser reaches a STUN server or your own DNS resolver directly, outside the proxy. The IP checker tests both. Turn on WebRTC protection in the browser or antidetect profile, and with SOCKS5 let the proxy resolve host names (socks5h:// in code). More in WebRTC leaks.

The proxy works in one app but not in another. What should I check?

How each app takes the proxy. Some want the host, port, login and password in separate fields, some take a whole line in one format such as protocol://user:pass@host:port, and some support only HTTP or only SOCKS5. The generator on the Residential and Mobile pages writes lines in five formats, so pick the one the app expects.

The setup guides say which type and format each popular app needs.