Quick answer
Within 72 hours of purchase, a residential or rotating-mobile plan is credited back to your balance if you used under 20% of its traffic and no more than 1 GB. A plan that does not work and that support cannot fix within 24 hours is credited back in full. Top-ups are not paid back, except where the law requires it; the part added only to reach the $25 minimum is refundable on request within 30 days, in USDT or USDC, if unspent.
Which cases are covered?
| Product | Case | What you get |
|---|---|---|
| Residential or rotating mobile (per GB) | Within 72 hours, less than 20% of the traffic used and no more than 1 GB | The plan's price back to your balance |
| Residential or rotating mobile (per GB) | Does not work, and support cannot fix it within 24 hours | The full price back to your balance |
| Dedicated 4G/5G port | Within 24 hours of delivery (2 hours for a 1-day port): does not work and cannot be fixed or replaced, or carried less than 500 MB | The full price back to your balance |
| Dedicated 4G/5G port | Not delivered within 24 hours | The full price back to your balance |
| Dedicated 4G/5G port | Stops working later and support cannot fix it within 24 hours | The lost days back to your balance |
How do I ask for a credit?
Write to support
Email [email protected] from the address on your account, or use the client area. Never send your account number or password.
Describe the problem
The plan or port, what fails, the targeting you used (for example
state-ga-city-atlanta), and the time with its time zone.Let us check
Support tests the plan and either fixes it or credits it under the rules above. Email replies within 12 hours, 7 days a week.
What is not credited or paid back?
- Top-ups and balance: Unused balance stays on your account and never expires. When a purchase costs less than the minimum top-up, the part added only to reach the minimum is refundable on request to support within 30 days of the payment, in USDT or USDC, as long as it has not been spent. The rest of the balance is not paid back, except where the law requires it.
- A city or ZIP with no IP online at the time you tried: City availability varies; the checkout shows what is online. Try another hour or a wider level; this alone is not a fault of the plan.
- A website that refuses requests, or an IP that a database places in a neighboring city.
- Traffic used in breach of the acceptable use policy.
- Network fees of your crypto transaction.
Can I reverse a crypto payment?
No. Crypto transactions cannot be reversed by the sender or by us. That is why credits go to your balance, where you can use them for any plan. If you sent a payment to the wrong network or with the wrong amount, contact support with the transaction ID: we will check what can be done, without promising a result. See also the terms of service, how to pay in crypto, the pricing page and contact support.