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Getting started

Do you offer a free trial?

There’s no separate trial — when you sign up, your account starts on the Sandbox plan automatically. Sandbox gives you access to residential and mobile proxies right away, with no time limit. To start making requests, add credits to your balance. The minimum top-up is $25. Sandbox has higher per-GB rates than paid plans and is limited to 2 packages and 1 seat, but it’s enough to test your integration before committing to a plan.

How do credits work?

Credits are deducted based on the GB of traffic your proxy requests consume. The rate depends on your plan and which country tier the traffic routes through. Credits are added to your prepaid credit balance in separate blocks. Each block has its own expiry date, which does not change. Credits added on Sandbox or a monthly plan expire 60 days after they are added. Credits added on an annual plan expire 12 months after they are added. Renewing, changing, or cancelling your plan does not change the expiry dates of credits already in your balance. If credits are available in several unexpired blocks, we use the block that expires first.
Credits cover proxy traffic only. They can’t be used to pay for subscription renewal — your plan renews via your saved payment method.

Which countries are in Tier 1, 2, and 3?

Tiers reflect the cost of sourcing IPs in each region. Tier 1 is the most expensive per GB; Tier 3 is the cheapest.
Check which tier your target countries fall into before building your targeting logic. Routing through Tier 1 instead of Tier 3 can cost up to 8× more per GB on the same plan.
Australia, Austria, Belgium, Canada, China, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Hong Kong, Ireland, Italy, Japan, Korea, Latvia, Lithuania, Luxembourg, Netherlands, New Zealand, Norway, Poland, Portugal, Slovakia, Spain, Sweden, Switzerland, Taiwan, United Kingdom, United States.
Albania, Algeria, Argentina, Armenia, Azerbaijan, Bahrain, Belarus, Bolivia, Bosnia and Herzegovina, Brazil, Bulgaria, Chile, Colombia, Costa Rica, Croatia, Dominican Republic, Egypt, El Salvador, Estonia, Georgia, Guatemala, Guyana, Honduras, Hungary, India, Indonesia, Iran, Israel, Jamaica, Jordan, Kazakhstan, Kuwait, Kyrgyzstan, Malaysia, Mauritius, Mexico, Moldova, Mongolia, Morocco, Nigeria, Pakistan, Panama, Peru, Qatar, Romania, Russia, Saudi Arabia, Serbia, Singapore, South Africa, Sri Lanka, Tajikistan, Thailand, Tunisia, Turkey, Turkmenistan, UAE, Ukraine, Uruguay, Uzbekistan, Viet Nam, Zimbabwe.
Afghanistan, Aland Islands, American Samoa, Andorra, Angola, Anguilla, Antigua and Barbuda, Aruba, Bahamas, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Bonaire Sint Eustatius and Saba, Botswana, Brunei Darussalam, Burkina Faso, Burundi, Cabo Verde, Cambodia, Cameroon, Cayman Islands, Central African Republic, Chad, Comoros, Congo, Congo The Democratic Republic of, Cook Islands, Cote D’ivoire, Cuba, Curacao, Djibouti, Dominica, Ecuador, Equatorial Guinea, Ethiopia, Faroe Islands, Fiji, French Guiana, French Polynesia, Gabon, Gambia, Ghana, Gibraltar, Greenland, Grenada, Guadeloupe, Guam, Guernsey, Guinea, Guinea-Bissau, Haiti, Iceland, Iraq, Isle of Man, Jersey, Kenya, Kiribati, Lebanon, Lesotho, Liberia, Libya, Macao, Madagascar, Malawi, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mayotte, Micronesia Federated States of, Monaco, Montenegro, Montserrat, Mozambique, Myanmar, Namibia, Nauru, Nepal, New Caledonia, Nicaragua, Niger, Northern Mariana Islands, Oman, Palau, Palestine State of, Papua New Guinea, Paraguay, Philippines, Puerto Rico, Reunion, Rwanda, Saint Barthelemy, Saint Kitts and Nevis, Saint Lucia, Saint Martin French Part, Saint Pierre and Miquelon, Saint Vincent and The Grenadines, Samoa, San Marino, Sao Tome and Principe, Senegal, Seychelles, Sierra Leone, Sint Maarten Dutch Part, Slovenia, Solomon Islands, Somalia, South Sudan, Sudan, Suriname, Swaziland, Syrian Arab Republic, Tanzania United Republic of, Timor-Leste, Togo, Tonga, Trinidad and Tobago, Turks and Caicos Islands, Uganda, Vanuatu, Venezuela Bolivarian Republic of, Virgin Islands British, Virgin Islands U.S., Yemen, Zambia.

Does SOAX work with browser automation and anti-detect browsers?

Yes. SOAX uses standard proxy protocols (HTTP, HTTPS, SOCKS5), so it works with any tool that supports proxy connections.

Payments and billing

How do I update my billing address or company details?

Go to Settings → Billing → Edit billing info. You can update your company name, billing address, and VAT ID there.

Targeting and sessions

What’s the difference between rotating and session-based connections?

Rotating (no session parameter) gives you a fresh IP on every request. Adding a session ID (session-yourname) keeps the same IP across requests. Ephemeral sessions expire after 60 seconds of inactivity. Session IDs are letters, digits, and underscores, up to 32 characters. See Residential proxies and Mobile proxies for the full reference, including rotation and error handling rules.

How do I target a specific country, city, or ISP?

Add rules to your connection string separated by hyphens. Multi-word values use underscores:
Available ISP names are listed in your package settings in the dashboard. See Authentication for the full connection string format and examples.

Is ZIP-code targeting supported?

Yes, on Scale and Enterprise plans only. Lower plans support targeting down to country, region, city, and ISP.

Troubleshooting

My traffic was consumed faster than expected. Why?

Most likely causes: automatic retries consuming traffic on failed requests, large responses including images and scripts, high concurrency, or traffic routing through Tier 1 countries when Tier 3 would work. Check Usage breakdown for a breakdown by package and time period.

Are there any request rate limits?

Each package has two limits: a requests-per-second (RPS) limit and a concurrent connections limit. Both are enforced together. On the Sandbox plan, the concurrent connections limit is 4,000 per proxy gateway. There’s also a customer-level ceiling across all your packages, so creating more packages doesn’t sidestep the limit. If you hit either limit, you’ll get a 429 error with X-SOAX-Error: RATE_LIMIT_EXCEEDED. If your use case needs more headroom, ask the Owner or a Manager to raise the package limit. The plan-level ceiling across all packages is tied to your plan — an Owner can contact support to have the limits evaluated and increased.

Account & compliance

Can I change my email address?

Yes. Go to Settings → Profile → Authentication and update your email. You’ll get a confirmation code at the new address — the change takes effect once you confirm it.
If you’ve completed identity verification, you’ll need to go through the verification process again after changing your email.

When is identity verification required?

All customers must provide accurate details and complete any checks requested during onboarding before buying or activating a paid service. Further verification depends on your use case, requested access, and risk. See Customer screening & verification for how checks work. Cryptocurrency payments require personal identity verification, and Postpaid overage requires business verification. Access exceptions require an Enterprise plan, a signed Order Form, completed business verification, and identity verification for the Owner who submits the request. To start personal verification, go to Settings → Profile → Verification. For business verification or an Order Form, contact your Customer Success manager or support through the dashboard. See our KYC & KYB Policy for full requirements.

What counts as acceptable use?

Use SOAX lawfully and follow the Acceptable Use Policy. See Acceptable use & abuse response for a summary, how to report suspected misuse, and how we assess concerns.

How do I request access to a restricted domain or port?

Check Access restrictions for the default destination and port limits. An organization Owner can request additional access after the Enterprise plan, signed Order Form, business verification, and Owner identity verification requirements are met. Every request receives a separate review; meeting the eligibility requirements does not guarantee approval.

Does SOAX support UDP?

Yes. Residential and Mobile proxies support UDP. UDP works over SOCKS5 only. Make sure your tool or library supports SOCKS5 UDP — not all of them do.

Still have questions?

Next steps

Quickstart

Make your first proxy request in under 5 minutes.

Core Concepts

Understand packages, sessions, rules, and bindings.

Error codes

Full list of errors with causes and fixes.

Connection debugging

Step-by-step checklist for connection issues.