1. How to request help
Contact support within 24 hours of the affected proxy purchase and provide the account email, proxy identifier and a short description of the problem. Do not publish your proxy password in a public channel.
2. Troubleshooting first
We may ask you to test the connection, confirm protocol/settings or allow us to replace the route. A refund credit applies when the failure is attributable to the supplied proxy service and cannot be resolved or replaced.
3. What is not covered
- Incorrect customer configuration, unsupported software or use of the wrong protocol.
- Target websites blocking or restricting a mobile IP even though the proxy connection itself works.
- Suspension caused by prohibited or abusive activity.
- Expired proxies or requests made outside the guarantee period.
- Crypto/network fees, exchange-rate differences or transfers sent to the wrong address/network.
4. Refund method
Approved service refunds are normally issued as Super 5G balance credit so the customer can immediately replace or repurchase a route. Mandatory rights under applicable law are not limited by this policy.
5. Manual funding
Funding requests are credited only after payment is verified. An approved wallet funding transaction is not itself a proxy purchase; the 24-hour guarantee begins when an eligible proxy is purchased.
6. Support
Open the Super 5G support chat to report a connection problem.