EuroCity Proxies support and abuse contact

What should I put in a support email?

A complete first message usually gets a complete first answer. Include:

• the date and time of the problem, with your time zone;
• the targeting part of the username you used, for example -country-de-city-munich-session-ab12-ttl-10, without the password;
• the protocol and port: 7777 for HTTP and HTTPS, 7778 for SOCKS5;
• the exact error message or HTTP status code;
• the output of a test against https://api.ipify.org through the proxy.

For a billing question, add the date, product and amount of the order.

Before writing, the FAQ and the status page answer the most common questions; billing rules are in the terms.

Which problems can I check before writing?

Most setup problems have a quick test. The quickstart shows a working connection. The exit-city guide shows how to confirm where your exit is.

If an IP lookup shows a town near your target city, read why geolocation shows a nearby town. The status page lists the incidents we have recorded.

How do I report misuse of a EuroCity Proxies exit IP?

Write to [email protected] with the exit IP, the date and time with the time zone, the target hostname and a short description of what happened. Log extracts help.

Traffic from our exits can be reported to us there, and we can act on it. Abuse reports are reviewed by a person, and confirmed abuse leads to suspension. We keep connection metadata for up to 30 days, so a report sent within that period is the easiest to match.

My top-up has not arrived. What should I send?

Send the coin, the network, the exact amount, the time of the payment and its transaction ID. A top-up is matched by its exact amount and credited once confirmed, so a different amount or another network can delay it.

The Terms of Service explain the payment steps. The minimum top-up is $25.

What if I lost my account number?

Your account number is your login: save it somewhere safe. Add an email (optional) if you want a way to recover it. Without an email, a lost account number cannot be recovered.

If you added an email, write from that address and we will help you get back into the account.

How do I ask about my personal data?

Write to [email protected]. Write from the email address on your account; if it has none, give the date, product and amount of a recent order. Never send your account number or password. The privacy policy lists your rights and our reply times.