Frequently asked questions

How does the monthly subscription model work?

You can use an unlimited number of connections, threads, and countries at once, as our pricing model is based on traffic usage.

Payments are made on a monthly basis at the beginning of every period.

The billing cycle begins at the date of the first payment. Your plan will be active for a full calendar month. For example, if you purchase the Regular plan on November 1st, your account will be active until December 1st. You will also be charged for the next month on the same day of the next month.

As each of our plans create a monthly subscription, you are 100% responsible to cancel the monthly subscription before next billing cycle happens.

Note: all unused traffic will be reset to 0GB every month (at the beginning of the new billing cycle).

Each plan contains a different amount of traffic. For example, the Starter Plan includes 20GB. Our subscription plans set a different price per GB, so as you scale up in plans, the price per GB goes down. Learn more on our pricing page.

If you have used up all of your traffic you can switch your plan at any time or add more credits (GB).

Note: when changing a plan, all unused traffic is reset to 0GB.

Not using Smartproxy yet? Get your account here

FYI:
1. Want to find out how to start using Smartproxy? Go here
2. Curious where you can use proxies? Find out here
3. Interested what pricing plans are available? Click here

What proxies pricing plans is Smartproxy offering?

All our plans have limited usage (For example, the Regular plan has a 50GB limit). You can add more credits (GB) to your current period if you used all your traffic. Contact [email protected] for custom plan options.

Not using Smartproxy yet? Get your account here

FYI:
1. Want to know how you can start using Smartproxy? Check here
2. Curious where can you use proxies? Find out here
3. Not sure how it works? Find more info here<

What payment methods do you accept?

We accept payments with Credit Cards, PayPal, and BTC (please email [email protected] regarding BTC payments).

FYI:
1. Want to know how can you start using Smartproxy? Check here
2. Not sure how Smartproxy pricing model works? Read here
3. Want to know more about refund? Read here

Can I upgrade or downgrade my subscription plan?

Yes, you can change your plan at any time in the dashboard.

When switching plans before your current subscription has ended:

1: your unused traffic will not carry over (will be reset to 0GB)

2: you will be charged the full amount for your new plan and subscription day will be changed automatically.

3: if you had a discount, it applies only for a plan that is purchased for the first time. Discount is being kept on all upcoming subscriptions. In case you will downgrade your plan discount will not be applied.

4: The refund policy is only valid for the first order.  After you upgrade/downgrade your plan 3-day money back option will not be valid anymore. Find more info: here

If you need assistance or questions, please contact your direct customer success manager or email us directly [email protected].

Not using Smartproxy yet? Get your account here

FYI:
1. Want to understand what ‘monthly commitment’ means? Find out here
2. Need better understanding how can you cancel subscription? All info here
3. What payment methods do we accept? Read more here

How can I update my payment details?

If you want to update your payment method or payment details follow these steps:

1. Log in to the dashboard 
2. On the left menu choose ‘Billing‘ tab
3. Click on ‘Update Payment Method’

If you want to switch your payment method to BTC, please contact [email protected]

FYI:
1. What payment methods are accepted? Check here
2. How does the Smartproxy billing cycle work? Find out here
3. How to upgrade or downgrade your subscription plan? Find more info here

How can I add a coupon code?

Discounts can be used purchasing only for the first time. In case you have a discount coupon code and want to use it you need to:

1. register to the dashboard.

2. go to ‘billing’ tab on the left

3. choose the plan

4. when purchasing choose the option ‘add coupon’ and proceed.

Curious what you can see in the dashboard? Check here

FYI:
1. Want to understand what ‘monthly commitment’ means? Find out here
2. Need better understanding about monthly subscription? All info here
3. Curious if Smartproxy is secure? Read more here

I made a payment but my account was not activated, what should I do?

Please send an email to [email protected] and we’ll get back to you ASAP.

FYI:
1. Want to know how you can change your plan? Check here
2. Not sure how monthly subscription works?  Find more here

Do you offer a free trial?

Trial memberships are not available due to abuses. Smartproxy plans (except micro package) has full 3 days money back guarantee option in case the service does not fit your needs.

Interested in trying 3-day money back option?

1.Create an account in the dashboard
2.Choose the plan that fits your needs.
3. Test it for three days. In the unlikely case, you will not be satisfied with our product contact us via [email protected] and we will refund you (except micro package).

You are entitled to refund only once and if you have not used more than 5GB of traffic. Once this threshold has been passed we do not issue refunds.

Check for more information about refund policy HERE

Note: All orders are conducted by our online reseller Paddle.com which is a Merchant of Record for these orders. To contact Paddle’s support team reach out via Paddle.net

FYI:
1. Interested what pricing plans are available? Check here
2. Not sure how does our platform work? Read more here
3. Thinking about unlimited bandwidth? Click here

How can I cancel my subscription?

Can we try to make it right? Let’s chat! Email us at [email protected]  to let us know how we can assist.

Each of our plans creates a monthly subscription . You are 100% responsible for canceling your monthly subscription on time, before the next billing cycle.

To cancel your subscription:

1. Log into your dashboard account.
2. Navigate to your ‘Profile’  by clicking on the icon on the top right corner.
3. In the ‘Billing Information’ section click on ‘Cancel Subscription’.
4. Once you click on ‘Cancel Subscription’, you’ll see a pop-up of confirmation.
5. After canceling your current subscription, your monthly payments will be suspended. You will get a notification in your email. Note: Canceling your subscription will not delete your dashboard account.

Nevertheless, the time you’ve already paid for is yours to keep– you can continue using our proxy network until the last day of your billing cycle. If you’ll want to start using proxies again after the initial cancelation, you’ll need to once again purchase a plan which you can find at the billing tab on the left.

If you do face some sort of issues or need more information please contact your dedicated sales rep or email us [email protected] . We would highly appreciate your feedback so that we could improve.

Not using Smartproxy yet? Get your account here

FYI
1. How does the Smartproxy billing cycle work? Check here
2. What do you do once you use all your traffic? Find out here
3. Interested what pricing plans are available? Read more here

Can I get a refund?

Smartproxy plans (except micro package) has full 3 days money back guarantee option in case the service does not fit your needs.

You are entitled to a refund only once and only if you have not used more than 5GB of traffic. Once this threshold has been passed, we do not issue refunds.

-The refund policy is only valid for the first order.  NOTE: After you upgrade/downgrade your plan, 3-day money back option will not be valid anymore.

-If you have already been refunded, the first time refund policy does not apply to you anymore.

-Refund can be proceeded if you have purchased a plan by PayPal and Credit cards.

Note: All orders are conducted by our online reseller Paddle.com which is a Merchant of Record for these orders. To contact Paddle’s support team reach out via Paddle.net

FYI:
1. Want to understand what ‘monthly commitment’ means? Find out here
2. Need a trial? Read more here
3. Thinking about unlimited traffic? Read more here