What if detection results differ from the product description?
Understand detection differences for static residential and static native proxies, and how to request a review.
If detection results for a static residential or static native proxy differ from the product description at the time of purchase—for example, a Hosting, Data Center, or DCH label—save the results and contact us for a review. We will consider the description for your order, the allocated resource, and its actual connection behavior.
What do the detection fields mean?
| Field | How to interpret it |
|---|---|
| IP type or usage | ISP, Residential, Hosting, and Data Center are classifications of an address or network range. Platforms may use different criteria and update schedules. |
| ASN type | Classifies the organization associated with a network. It does not, on its own, establish where an individual exit device is deployed. |
| Location | Country, region, and city are inferred from databases and other information. Precision and update delays can vary. |
| Proxy or VPN labels | Identify proxy or anonymity features. These are distinct from residential or data center classifications. |
| Risk scores and abuse reports | Reflect reputation information available to that platform. Interpret them using its scoring rules and report dates; they do not directly indicate the probability of an account restriction. |
Server location, IP address origin, and detection labels should be checked separately. A fixed, dedicated address does not guarantee matching labels across all detection platforms.
Is a data center label always a mistake?
No. A label alone does not establish a detection error, and differences between platforms do not establish that a delivered resource meets its product description. For Hosting, Data Center, or DCH results, we review the order and resource to distinguish classification differences, outdated information, and an actual mismatch with the promised product attributes.
Detection labels do not determine access to a target website or the outcome of an account review. Website rules, account status, request behavior, and network conditions may also affect access.
What should I provide?
- Order and product details: The order or resource identifier, product name, purchased location, and a screenshot of the relevant product description at the time of purchase.
- Exit IP: The address shown by the check. Confirm that the check used the purchased proxy; the proxy connection hostname is not necessarily the exit IP.
- Detection records: The platform name, result link, check time and time zone, and screenshots showing the field names and results.
- Actual impact: Whether only a type or location label differs, or whether connections or website access also fail. Include redacted error messages and reproduction steps when available.
Results from another platform for the same exit IP can help us compare differences, but they are not required to submit a request.
Do not send account passwords, proxy passwords, tokens, complete connection credentials, or screenshots containing them.
How does the review work?
- Submit the issue: Contact our website's live support with the information above. We will explain what else is needed if the records are incomplete.
- Check and retest: We review the product description for your order, the resource allocation, and the exit IP, and retest using the detection records and connection behavior.
- Explain the findings: We describe the differences found, the basis for our assessment, and the available next steps.
- Agree on a resolution: If the delivered resource is confirmed to differ from the product attributes explicitly stated at purchase, we will explain the available resolution under the applicable service terms and after-sales rules, and confirm it with you before proceeding.
A request does not automatically qualify for a replacement or refund. Eligibility for replacement, compensation, or a refund, along with its scope and expected timing, will be explained based on the findings, purchase commitments, and applicable rules. This explanation of detection differences does not change the product attributes explicitly agreed at purchase.