Ways to contact Nefo
- Live chat: tell us who you are and what you need. We usually reply to chat within minutes, and the median first reply is about 32 seconds.
- Email: write to [email protected]. We usually reply to email within a few hours.
- me/nefo).
- Support ticket: sign in and open a ticket from your dashboard, so it stays attached to your account.
Support is available 24/7 by live chat and email.
What to include in your message
A short, specific message gets the fastest answer. Include these where they apply:
- The product you are using: rotating residential, mobile, datacenter, a static IP, the IP Vault or a server.
- The account email, but never your password or API key.
- The gateway and port you connect to, for example
gw.nefo.net:9000, and the username tokens you use for targeting. - The target country, state, city or ISP, and whether you use rotating or sticky sessions.
- The exact error message or HTTP status, with the time it happened and the tool you ran.
- What you expected and what actually happened.
Before you write
Many questions have a ready answer. The FAQ covers bandwidth, protocols, sticky sessions and targeting. The guide walks through generating a proxy and reading the connection string, and the API docs cover the gateway, targeting tokens and the REST API.
If you think something is down, check the status page first. It describes what is monitored on the gateways, API, dashboard and networks.
Sales, partnership and reseller questions
Large volumes, invoicing and custom terms are handled by the same team, so say so in your first message. Over 10 TB, residential contracts start from $0.30/GB. If you want to resell proxies, see the reseller program. Tool makers can ask about the partners page.
To earn commission by referring customers, read about the affiliate program.
Company details
Policies that apply to every product: terms of service, privacy policy, acceptable use policy and refund policy.
Open a support ticket
You need an account to open and track a support ticket.
Frequently asked questions
Use the live chat, email [email protected], message us on Telegram, or open a ticket from your dashboard. Chat and email are available 24/7. Details are above on this contact page.
The median first reply on live chat is about 32 seconds, and chat usually gets an answer within minutes. Email usually gets a reply within a few hours.
No for chat, email and Telegram. You need an account to open and track a support ticket from the dashboard. You can create an account in a minute.
Contact support through any channel above within 7 days of buying unused rotating residential or datacenter bandwidth. Eligibility is set out in the refund policy.