> ## Documentation Index
> Fetch the complete documentation index at: https://anyip.io/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fix connection errors, slow speeds, and authentication problems

## The common problems that the majority of tickets are created for have been documented and explained. Instead of waiting for an agent, review the provided documentation

## ⚠️ Common Mistakes (Read This First!)

As a first step, take a moment to examine one of the many potential oversights before focusing on specific issues.

<Warning>
  **The Top 5 User Errors**

  1. **Wrong Port for Auth Method**
     * Using Port `1080` with IP Whitelisting? **Won't work.** Use your custom port (2000-2999).
     * Using Port `2000` with User/Pass auth? **Won't work.** Use Port `1080`.

  2. **Forgot to Save IP Whitelist**
     * You added your IP but didn't click the **💾 Save icon**. Your config isn't active.

  3. **Commas in Software That Doesn't Support Them**
     * Some tools (routers, old bots) reject commas in usernames.
     * **Fix:** Use pipes instead: `user_XXXX|country_US` instead of `user_XXXX,country_US`

  4. **Running a VPN at the Same Time**
     * VPN + Proxy = Double-hop = Timeout. Turn off your VPN.

  5. **Dynamic IP Changed (IP Whitelisting)**
     * Your home IP changed after a router restart. Update it in the Dashboard.
</Warning>

***

## Error: `407 Proxy Authentication Required`

Your credentials are being rejected. This is the most frequent mistake made by users.

### Cause 1: Port Mismatch

| Auth Method                          | Correct Port                     | Wrong Port |
| :----------------------------------- | :------------------------------- | :--------- |
| **User/Pass** (`user_XXXX:password`) | `1080`                           | 2000-2999  |
| **IP Whitelisting** (no password)    | `2000`-`2999` (your custom port) | 1080       |

**Solution:** Ensure that the authentication method set on the Dashboard corresponds with the appropriate port that you intend to use.

### Cause 2: IP Whitelist Not Saved or Outdated

Use IP Whitelisting?

1. Go to [Dashboard > Proxies](https://anyip.io/account/).
2. Click **"Get Proxy Details"** > **"IP Whitelisting"** tab.
3. Verify the IP listed matches your current IP (check at [ip-api.com](https://www.ip-api.com)).
4. Click the **💾 Save icon** again to be sure.

### Cause 3: Wrong Password

Using User/Pass authentication?

* Did you copy the full password? (Some passwords have special characters that get cut off.)
* Try resetting your proxy password in the Dashboard.

***

## Generated Proxy Configs or Nodes Don't Work

If you are unable to connect to the generated proxies and you have utilized the Proxy List Generator (or copied the node/config details), the reason is most likely due to billing, not the configuration. The generator creates valid-seeming lines when your account is not able to connect.
First, check the following two items:

1. **Is your subscription active?** An active subscription is required to use the proxies. If your subscription has expired, all generated configs and nodes will fail.
2. **Do you have GB remaining?** Even with active time, 0GB or being over quota blocks every connection.

If either is missing, renew your subscription at [https://anyip.io/account/#/plans](https://anyip.io/account/#/plans). If you only added a top-up but your subscription is expired, the account stays inactive because a top-up adds GB without extending the expiration date. See [Top-up vs. Renew](/guides/billing-and-dat#”top-up”-vs-“renew”) for the difference.

<Note>
  **Generated config looks fine but won't connect**

  A generated line such as `portal.anyip.io:1080:user_XXXX,type_residential,country_US,session_...:PASSWORD` is still produced when your plan is expired or out of data. Confirm your subscription is active and has GB before debugging the proxy string.
</Note>

***

## Error: `Connection Refused` or `Connection Timed Out`

This indicates that the proxy server is preventing access *before* any authentication occurs.

### Check 1: Is Your Plan Active?

1. Go to [Dashboard](https://anyip.io/account/).
2. **Hard Refresh** (`Ctrl+F5` / `Cmd+Shift+R`) to clear cache.
3. Check: Is your subscription **Expired**?

**Fix:** Renew your subscription at [https://anyip.io/account/#/plans](https://anyip.io/account/#/plans). A top-up will not reactivate an expired subscription.

### Check 2: Do You Have Data Left?

Take a look at your data usage bar.

* Even being **1MB** over quota will block all connections immediately.
* Does it say **"Over Quota"**?

**Solution:** If your subscription is active, you can purchase a Top-up to increase your GB.

### Check 3: Are You Using the Right Port?

* **Valid ports:** `1080/443` (User/Pass) or `2000-2999` (IP Whitelist).
* **Invalid ports:** `80`, `8080` — these won't connect.

### Check 4: VPN Conflict

Have you enabled a VPN (such as NordVPN, ExpressVPN, etc.)?

* **Problem:** VPN + Proxy creates a "double-hop" that usually times out.
* **Fix:** Turn off your VPN and try again.

***

## Account Blocked or Paused

If your account is shown as blocked or paused in the dashboard, the most likely reason would be that your subscription has expired. Once a subscription expires, the account is paused and you will lose access to the proxies even if you still have GB remaining.
**Solution:**

1. Renew at [https://anyip.io/account/#/plans](https://anyip.io/account/#/plans). If you renew within 7 days of expiration, your remaining GB rolls over.
2. If you topped up instead of renewing, the account stays inactive. Renew to extend the subscription.
3. If the account is past due, you may be limited to pausing only until it is reactivated. Contact support if you cannot renew or change your plan.

See [Billing & Data](/guides/billing-and-data) for the full rules on expiry, rollover, and top-up vs. renew.

***

## Error: `peer_not_found`

This error will only occur if the `sessreplace_false` flag has been activated.
**Explanation:** The IP of your sticky session is offline, and you have instructed us NOT to replace it automatically.
**Solution:**

1. Remove the `sessreplace_false` flag to allow auto-replacement.
2. Or, change your session name to get a new IP (e.g., `session_abc` → `session_abc2`).

***

## Why Is My Proxy Slow?

It is to be expected that there will be some slowness, as fluctuations are normal with mobile 4G and 5G networks.

### Check 1: Are You Targeting a Far-Away Region?

Are you in Europe while linking to `country_US`? Due to the laws of physics, this will be slower.
**Solution:** For a better test of raw speed, remove the country/region flag or select a nearby region.

### Check 2: Are You Stuck on a Slow Device?

If you are using a Sticky session (`session_abc`), it is possible that you are connected to a slower peer.
**Solution:** To hop to a new device, change the session name:

* `session_profile1` → `session_profile1_v2` = **Instant new IP.**

### Check 3: Are You Using the Closest Server?

`portal.anyip.io` typically auto-routes you to the nearest server, but you may direct it to a specific region.

| Your Location   | Use This Server      |
| :-------------- | :------------------- |
| Americas        | `portal-na.anyip.io` |
| Europe / Africa | `portal-eu.anyip.io` |
| Asia / Oceania  | `portal-as.anyip.io` |

***

## Why Did My Sticky IP Change?

### "Sticky" is NOT "Permanent."

We use actual peer devices (phones, home routers) instead of datacenter servers. People lose signal or their phones are turned off.

* **If the peer goes offline:** We automatically rotate you to a *new* IP in the same location.
* **Max duration:** Up to 7 days, but can be shorter.

## This is not a bug, but expected behavior

## Why Can't I Access PayPal / Banks / Government Websites?

We intentionally do this. To prevent fraud and preserve the reputation of our network, we restrict access to sensitive and high-risk sites such as financial institutions, including major government and public-sector services.

### Financial Institutions (PayPal / Banks)

We block access to major banking and financial institutions.
Blocked sites include: PayPal, Stripe, Bank of America, Chase, HSBC, and similar.

### Government / Public-Sector Websites

We also block access to certain government and public-sector websites (depending on the country), such as:\* Tax portals

* Immigration / visa portals
* Social security / benefits portals
* Government ID / authentication services
* Other official public-sector services

## These restrictions are strict and cannot be removed

## Why is Email Traffic Blocked?

Our network is not designed to be used for mailing purposes, and the following ports are permanently blocked:

* Port 25
* Port 465
* Port 587
* Port 993
* Port 2525

If your purpose requires sending emails, you will need to use a dedicated email infrastructure provider.

<Note>
  This is a non-exhaustive list. Other ports associated with email traffic may also be blocked or restricted.
</Note>

***

## Still Stuck?

If you still have this problem, consider the following:

1. Check **[status.anyip.io](https://status.anyip.io)** to see if there's an outage.
2. Contact support with:
   * Your **User ID** (e.g., `user_XXXX`)
   * The **exact error message**
   * The **command or code** you're running