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Help Center — Answers and How to Reach Us

In short: The terms an order depends on are in one table below, each with the document that binds us; the common questions follow it. To reach a person, write to support@proxyjam.com or message our Telegram support bot; it is the same team either way.

We would rather say plainly that there is no queue position, no case number and no response-time promise than imply a system we do not run.

The questions below follow the path of an order — what you buy, how it is priced and paid for, how to connect, and what happens when something goes wrong — rather than being ranked by how often each is asked. Where an answer states a term, it links to the contract wording itself, so you can check what binds us instead of taking a summary on trust.

Where to write

What it is aboutWhere to write
An order, an address or a connectionsupport@proxyjam.com, or the Telegram support bot @ProxyJamSupportBot
Payments, invoices, refunds, cancelling a renewalbilling@proxyjam.com
Reseller terms, or an order larger than the order form allowssales@proxyjam.com
A mistake on this sitesupport@proxyjam.com, with the page address
The APIThe documentation site, linked from the header under Resources

The contact page lists the same routes, plus the Telegram channel and the company’s registered address.

If the answer is not here

Before an order, the pricing page has the rate per IP and the ISP proxies page the catalogue; a first order of up to 10 IPs can be refunded within 72 hours, so it can be tested against your real targets first. After one, the dashboard handles renewals and credentials, support handles replacement requests, and the routes above cover the rest. If a question keeps arriving that this page does not answer, it belongs here — telling us is genuinely useful.

THE TERMS IN ONE PLACE

What the policies commit us to, and where it is written

Summarised from the document named beside each term, as it reads today. Where the two ever differ, the document applies.
The termWhere it is written
First-order refundAsk within 72 hours of your first order; once per customer, up to 10 IPs, and using the proxies does not void itRefund Policy, section 2
Free replacementUp to 20 % of the IPs in your order per calendar month, for an address that stops responding, moves outside the country you bought, or is blocked on the target you named at purchaseTerms of Service, section 2.5
Fair usageTraffic is never metered or billed; each proxy may hold up to 100 concurrent sessions, falling to 10 for the rest of the billing period after 50 GB in a calendar monthTerms of Service, section 2.4
Cancelling a renewalFrom the dashboard or by writing to billing; no cancellation fee, and the current period is not refunded automaticallyTerms of Service, section 5
Written confirmation firstOperating accounts you do not personally own, security testing of systems you do not own, collecting personal data, and financial, healthcare or government targetsAcceptable Use Policy, section 2
Not permitted at allAmong other uses, bypassing geo-blocking, rate limits, CAPTCHA, bot detection or a platform's access rulesAcceptable Use Policy, section 5
WHO THIS IS FOR

Before an order and after one

People deciding whether to order

What you buy, how it is priced and paid for, and the terms an order depends on.

Customers who have already ordered

Most of it is self-serve: orders, renewals and credentials are in the dashboard, and replacements are made on request through support.

Customers working through the API

The API documentation covers the same operations programmatically.

BEFORE YOU WRITE

What to put in the first message

WHERE TO GO NEXT

The rest of what you might be looking for

Contact Email, Telegram and the company address ISP Proxies The catalogue and the price ladder Solutions Five jobs a fixed address does well Reseller Program Buy through the API, sell as your brand Affiliate Program Commission on referred customers
FAQ

Common questions

Every answer that states a term of sale links to the document that binds us to it. Where the two ever disagree, the document wins.

What exactly am I buying?

One IP address, registered to a named internet provider and hosted on server infrastructure, held by you for the period you pay for. It does not rotate, it is not shared with another customer while you hold it, and it does not go back into a pool between your requests. The market calls this product both ISP proxies and static residential proxies; they are the same thing. ISP Proxies

How is it priced?

Per IP, per period, never per gigabyte. You pick the country, the carrier and the length of the period at checkout, and the total is fixed there. The monthly rate is the same whatever the length of the period. Traffic is not metered on any plan. ISP Proxies

How do I pay, and what is the wallet?

By card — Visa, Mastercard, Apple Pay or Google Pay, through Stripe — in cryptocurrency (Bitcoin, USDT) or through SBP. The balance in your account is held in US dollars; orders and renewals can be debited from it, which is also why a renewal does not need a fresh payment step — the money is already there. Billing questions go to billing@proxyjam.com.

How many proxies can I order at once?

Between one and fifty per order through the API, and there is no minimum: a single address is a valid purchase. Larger quantities are a matter of what the catalogue has in the country you chose.

How do I connect?

Point your client at the host and port that come with the address you bought, and log in with its username and password — or add the IP addresses you connect from to the order's whitelist, and the proxy admits them without a password. Country and carrier were chosen when you ordered, so nothing in a request selects them. The proxy runs HTTP, which carries HTTPS, or SOCKS5; switching between them is done on the order, from the dashboard or the API, and gives you the port and credentials to use after the switch. SOCKS5

Is bandwidth really unlimited?

Traffic is never metered and there is no per-gigabyte charge on any plan. The limit sits on concurrent sessions instead, and we print it rather than bury it: past 50 GB per proxy in a month you drop from 100 simultaneous sessions to 10 for the rest of the billing period. We never bill a gigabyte and we never cut a transfer off. Terms of Service

How long does a session last?

As long as you keep it open. There is no session timer on a static address — that is the difference between this product and a rotating one, where a sticky session keeps the same address only for a window the provider sets, and the window expires on the provider's schedule rather than on yours. ISP vs residential

What if an address stops working?

Ask and we replace it, free, up to 20 % of your order per calendar month. The grounds are an address that stops responding, one whose location moves outside the country you bought, or one that has been blocked on the target you named when you ordered. Terms of Service

Can I get a refund after testing?

Yes. On a first order you have 72 hours to ask for the money back, it covers up to 10 IPs, and using the proxies does not void it. Running them against your real targets is what the window is for; a guarantee that expires the moment you test the product is not a guarantee. Refund Policy

Do I keep the same address when I renew?

Yes. Renewal keeps the address rather than issuing a new one, which for anything with a login or an allow-list is the entire point of buying a static product.

Do I need approval before I start?

No. Ordering, connecting and running the service is open by default. A short list of targets needs a written confirmation first — accounts you do not personally own, security testing against systems you do not own, collecting personal data, and targets in financial services, healthcare or government. That is a condition of reaching those targets, not of using the service. Acceptable Use Policy

Is there an API?

Yes, and it covers the whole lifecycle: browse the catalogue, place an order, read your proxies, renew or set auto-renew, switch between HTTP and SOCKS5, manage an IP whitelist, read traffic, and receive a signed webhook when a proxy changes status. There is a Python SDK, and an MCP server (Model Context Protocol, an open protocol for connecting AI assistants to tools) over the same API. Reseller Program