We're here to help

Getting a useful answer faster

Support is people reading email, not a queue-management system, and the difference between a one-reply resolution and a four-day exchange is almost always how much of the picture arrives in the first message. What helps: which profile, what you expected, what happened instead, and whether it worked before. If a proxy is involved, its type and exit country. If a launch failed, roughly when -- the app keeps a log, and a timestamp turns a search into a lookup. Screenshots are worth more than descriptions of screenshots.

Please do not send passwords, cookie exports or full proxy credentials in an opening message. We almost never need them, and an inbox is the wrong place for a live session -- if a case genuinely requires one, we will ask and tell you how to send it safely.

Which address to use

The addresses on this page are not a switchboard; they route to different people with different jobs. Support handles the product: setup, launches, proxies, profiles, sync, automation, and anything behaving unlike the documentation says it should. Billing questions -- invoices, plan changes, refunds, a charge you do not recognise -- move faster from the address on the account, because that is how we know the request is yours. Legal covers compliance reviews, DPA signature requests and vendor questionnaires, which are routine and need no call. Security is for vulnerability reports and should be used before disclosing anywhere else; researchers who give us a reasonable window and do not go through other people’s data get no threats from us. Abuse is for reporting misuse of the service by someone else.

Things worth checking first

A large share of reports resolve to one of four causes, and all four are quicker to check than to describe. A proxy that has stopped working -- test it in the app rather than assuming, since a proxy that authenticated yesterday can be blocked today. A timezone or language mismatch against the proxy country, which looks like a fingerprint problem and is a configuration one. An engine that needs updating, which is both a security matter and a detection one, because an out-of-date version string is itself a signal. And memory: profiles that will not open on a machine already running a dozen browsers are usually being refused by the operating system, not by us.

The help centre covers the common setup and billing questions with screenshots, the documentation covers the automation API in full, and the community is often the fastest route for “how are other people doing this” questions, where somebody has usually already solved it and will say so in more detail than a support reply would.

Before you write

One question resolves a surprising share of reports on its own: has anything changed since it last worked -- a proxy, an update, a machine, a network. If the answer is yes, start there.

Feature requests

Send them, and say what you are trying to achieve rather than only what you want added. A surprising number of requests turn out to be solvable with something that already exists, and the ones that are not are far easier to build correctly when we know the problem behind them. The community is also a good place for these -- if three other people want the same thing, that is worth knowing.

Writing in a language other than English

Write in whichever language you are comfortable in. A message in imperfect English is fine and a message in your own language is fine; both get read, and neither slows anything down. What actually costs time is a message so short that it needs three exchanges to establish what happened, and that is true in every language.

How long we take

A real person reads every message, which is the good news and also the reason there is no instant answer at three in the morning. Straightforward questions -- billing, setup, something behaving unlike the documentation -- usually resolve in a single exchange, and the variable is how much of the picture arrived in the first message rather than how loudly it was asked. Genuine bugs take longer, because the honest answer often requires reproducing the problem, and we would rather tell you what is happening than send a holding reply that fits a target.

Reporting a bug well

A bug report is worth far more than a bug complaint, and the gap between them is usually one sentence: what you did immediately before it happened. Intermittent problems in this product are almost always tied to a specific sequence -- a proxy changed while a profile was open, a sync that landed mid-session, a machine that slept. If you can make it happen twice, the steps that reproduce it are the single most valuable thing you can send, and they turn a week of guessing into an afternoon of fixing. If you cannot reproduce it, say that too; it is information rather than a failure on your part.

What we cannot help with

Two things, and it is fairer to say so here than after you have written in. We cannot recover a platform account that has been suspended or restricted -- that decision belongs to that platform, and no browser vendor has a channel into it. And we cannot advise on whether your use of a given site is permitted by its terms or lawful where you are; that is a question for a lawyer in your jurisdiction, and anything we said would be a guess dressed as guidance. What we can always do is explain exactly what the software does, so you can make that call with accurate facts about our half of it.