IP swaps

What a swap is

A swap replaces the IPs in an order with fresh ones. Your plan, price and renewal date stay the same. Once the new IPs are delivered, the old ones stop working.

Your IPs are otherwise yours for as long as you hold the plan. They don’t change between sessions or at renewal, so nothing is swapped unless you ask.

In the first 24 hours

After a new purchase, you can request a swap within the first 24 hours of delivery.

After 24 hours

Once 24 hours have passed, a swap in the middle of a billing cycle isn’t guaranteed. We look at each request and decide based on:

• how much stock is available,
• how the IPs have been used,
• the account’s history.

Before a renewal

In the 72 hours before your renewal date, you can request a swap for the next billing cycle.

After a renewal

Once a renewal payment has gone through and 24 hours have passed, swaps are closed for that billing cycle. The lease on those IPs is set for the cycle and can’t be changed until the next pre-renewal window.

Request a swap

1. Run through Connection errors and Blocked requests first. Many problems that look like a bad IP come from the client’s setup or the request itself.
2. Email [email protected] from the email address on your account.
3. Say which order you want swapped and what went wrong, including the site you were connecting to and the error or response you got.

We’ll reply with the new IPs or with what we need to look into it further.

After a swap

• Your proxy list changes. Download the new list from your dashboard and update every tool that used the old one.
• Your username, password and TCP/IP fingerprint settings work the same way on the new IPs.
• The old IPs stop answering, so requests still pointed at them will fail.

What a swap doesn’t cover

• Refunds. A swap isn’t a refund or a credit, and it doesn’t extend or restart your billing period.
• Blocks caused by usage. A site blocking or restricting your IPs because of how they were used isn’t, on its own, a reason for a swap. Blocked requests covers how to avoid this.
• Misuse. Abuse of the service can remove your eligibility for swaps.

The Terms of Service hold the binding version of this policy.