Fix a connection problem
Find the failing step before changing your setup or paying again.
Start with the dashboard state, then test your tool. Keep the error text so support can see the same failure.
| What you see | First action |
|---|---|
| Example only or no live credentials | Check that traffic is activated in Payments |
| Generate connection is disabled | Check available traffic and any pending order |
| Location options will not load | Click Retry locations; confirm the selected country afterwards |
| Test connection fails | Confirm traffic is ready, then try again shortly; record the message if it persists |
| The check passes but your tool fails | Recopy the latest Host, Port, Username and Password; check the selected protocol |
| A website rejects the request | Record its response or status code and test the diagnostic endpoint from your tool |
| Payment needs review | Contact support with the order number; check the existing order before paying again |
Separate proxy access from website access
Test connection uses a fixed diagnostic endpoint. A Connected result proves that request worked from ProxyLane. It does not confirm your local tool setup or access to every website.
In your tool, request https://api.ipify.org?format=json through the proxy. If it succeeds but your intended website fails, send support both results. Avoid a loop of repeated requests while the cause is unknown.
Check the details that often get mixed up
Use the generated proxy credentials, not your ProxyLane account password. After changing country or session settings, generate and copy the connection again. For Playwright, choose HTTP / HTTPS.
If the dashboard says the connection is temporarily unavailable, follow its retry guidance. The notice states that your remaining traffic is saved.
Still blocked? Email support with the exact error, tool, time and settings. See what to include so the first message is useful.
Send the error message and your tool name. Leave out passwords and connection credentials.
Get help with this step