How can we help?
Billing, limits, connection errors and sessions. For every parameter and the API, see the documentation.
Getting started
What 2extract is, what it offers and where it works.
- What is 2extract?Residential and mobile IPs for collecting public web data, managed from a dashboard and an API.
- What makes 2extract different?A consent-based network, an API that matches the dashboard, plain per-GB pricing and engineers on support.
- What types of proxies do you offer?Residential IPs from home connections and mobile IPs from carrier networks, from one balance.
- What countries do you have IPs in?249 countries and territories, targeted by country, region, city or ZIP code.
- Is using 2extract legal?Collecting public web data is legal; you are responsible for how you collect and use it.
- Can I get a free trial?There is no automatic free trial: start with a $10 top-up, or talk to us if your team plans to run volume.
- Do you have a referral or affiliate program?Not yet. A partner program is coming.
Billing and account
Payments, balance, limits, refunds and why a proxy stops.
- What payment methods do you accept?Bank cards and crypto.
- How does Pay-As-You-Go work?You top up a balance, and traffic is deducted from it per GB.
- Does my balance expire?No. Your balance stays on your account until you use it.
- How do I see my payment history and get invoices?Your payment history and PDF invoices are in the Stripe Customer Portal, opened from the Billing page.
- Can I set a budget or a limit on my spending?Yes: a daily or monthly limit in GB or USD on each proxy, plus email alerts.
- Do you offer refunds?Top-ups are final, with exceptions for charges in error and technical failures on our side.
- Why can't I deposit more than $50?Accounts complete an identity check (KYC) once their top-ups pass $50 in total.
- I've reached my traffic limit. What happens now?The proxy stops until the next day or month, or until you raise the limit.
- Why did my proxy stop working?Read the status badge: No Balance, Traffic Limit, Budget Limit, Paused or Blocked.
Connection and troubleshooting
Errors, blocks, sessions, speed and IP location.
- Why do I get a 407 Proxy Authentication Required error?The gateway rejected the credentials, the client IP or the proxy's status. Check them in this order.
- My proxy is not connecting (timeout or connection refused)Your machine cannot reach the gateway: check the host, the port and your firewall.
- My requests are blocked or I see a CAPTCHAThe proxy works; the site's anti-bot rules reacted to how your scraper behaves.
- My IP's location looks wrongGeolocation databases disagree, mostly about the city; the country follows your -country- parameter.
- My connection is slowDistance, the target site, the exit device and your own network all add up; check them one by one.
- HTTP or SOCKS5: which protocol should I use?HTTP(S) for web scraping; SOCKS5 when your tool needs it. Both use the same host and port.
- Rotating or sticky sessions: what is the difference?Rotating gives every request a new IP; a sticky session keeps one IP while its device is online.
- How do I use 2extract with Puppeteer, Scrapy or Selenium?Point your tool's proxy setting at the gateway; the docs have guides for 40 tools.
Reference
The terms you meet in the dashboard and the docs.
Still have a question?
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