Question 1

Where can I get help?

Accepted Answer

Fastest path: search our Knowledge Base, then ping the team. Most accounts get a first response from a real engineer in under 9 minutes during business hours, and within the SLA window of your plan around the clock.

Question 2

Support documentation

Accepted Answer

The Knowledge Base covers every product area — Proxy Users & IAM, Residential, Mobile, ISP, billing and account management — with step-by-step guides and copy-pasteable snippets. Developers also get a full OpenAPI reference plus runnable examples in Python, Node, Go and cURL.

Question 3

Support availability

Accepted Answer

Email and ticket support runs 24/7. Live chat is staffed Monday–Friday 08:00–22:00 CET. Scale and Enterprise plans add a dedicated Slack channel, 24/7 on-call and a named technical account manager.

Question 4

What are residential proxies?

Accepted Answer

Residential proxies route your requests through real consumer IPs supplied by home ISPs. Because the target site sees a normal household IP rather than a datacenter ASN, blocks and CAPTCHAs are far less frequent — making this the best fit for large-scale web scraping, price aggregation and geo-restricted research.

Question 5

What are mobile proxies?

Accepted Answer

Mobile proxies use IPs assigned by mobile carriers to phones and tablets on 4G/5G networks. Carriers rotate these IPs across many real subscribers, so they carry a very high trust score on social platforms, ad networks and any service that flags datacenter traffic.

Question 6

Residential vs. mobile — which one?

Accepted Answer

Pick residential when you need broad country/city coverage and high concurrency at the lowest per-GB cost. Pick mobile when the target is mobile-first (Instagram, TikTok, app stores, mobile ad networks) or when residential IPs are getting flagged. You can mix both from one dashboard.

Question 7

Auth options

Accepted Answer

Authenticate with username + password on the proxy endpoint, or whitelist your server static IP — both work simultaneously. Proxy User & IAM lets you create per-project sub-users, set bandwidth caps, restrict targets and rotate credentials from the dashboard.

Question 8

Supported ISPs

Accepted Answer

Residential traffic is sourced from tier-1 consumer ISPs in 195 countries (Comcast, Spectrum, Deutsche Telekom, BT, Orange, KDDI and hundreds more). ISP proxies sit on premium hosting ranges held by names like AT&T, Sprint and Verizon for long-lived static sessions.

Question 9

Carrier & ASN targeting

Accepted Answer

Filter your pool down to a specific country, region, city, ASN or mobile carrier by adding parameters to the username string. ASN targeting is available in 60+ countries; carrier targeting covers every major operator with live sessions.

Question 10

Session types

Accepted Answer

Two modes: rotating (a fresh IP on every request, for parallel collection) and sticky (the same IP is held for up to 24 hours / 1440 minutes, for logins and multi-step flows). Switch per request by changing the username suffix. ISP proxies are leased for 30 or 90 days instead of a session TTL.

Question 11

No proxy limits

Accepted Answer

Every plan includes unlimited concurrent connections, unlimited threads and unlimited requests. You are only metered on bandwidth (residential/mobile) or active IPs (ISP).

Question 12

Regulated business

Accepted Answer

Bytedocks is a legally incorporated company based in the EU and operates under full GDPR compliance. Every residential and mobile peer in our network has opted in through a vetted partner SDK and is compensated for the bandwidth they share.