--- description: Popular questions about products, connection, and how the service works icon: circle-question --- # Popular questions {% hint style="warning" %} Products, locations, operators, and prices may change. Check the current pages in the [dashboard](https://dashboard.shardx.com/) before purchasing. {% endhint %} *** ## 1. Where are p0f spoofing and operating-system filtering available? Network fingerprint spoofing (p0f) or device filtering by operating system is available on: * [**Premium Residential**](../../our-products/residential-proxies/premium-residential.md) - Device OS filtering * [**Datacenter**](../../our-products/datacenter-proxies.md) proxies - p0f spoofing * [**ISP**](../../our-products/isp-proxies.md) proxies - p0f spoofing * [**Mobile**](../../our-products/mobile-proxies.md) proxies - p0f spoofing, but not with every operator For Mobile proxies, see the operator restrictions on the [Mobile proxies page](../../our-products/mobile-proxies.md). On [Standard Residential](../../our-products/residential-proxies/standard-residential.md) and [Unlimited Residential](../../our-products/residential-proxies/unlimited-residential-proxy.md), neither p0f spoofing nor Device OS filtering is supported. More about the technology: [Network fingerprint spoofing (p0f)](../../our-products/p0f-spoofing.md). *** ## 2. Which products support UDP? UDP is supported on Datacenter, ISP, Mobile, Standard Residential, Unlimited Residential, and Premium Residential, subject to the following restrictions: * **Standard Residential** and **Unlimited Residential** do not support UDP in the **US** :flag\_us: location. In other locations, UDP traffic is currently limited to destination ports `8443`, `8080`, `3478`, and `19302`. * **Premium Residential** supports UDP except in certain cities and on some macOS/iOS devices. The Standard and Unlimited port restriction does not apply to Premium. See [About the UDP protocol](../../our-products/about-udp/) and [Restrictions](../../our-products/restrictions.md) for the current list of exceptions. *** ## 3. Is QUIC supported? Yes, **QUIC is supported** on every proxy where UDP works (see question 2). However, your software also needs to support QUIC. For example, in the [Vision browser](../../setup-guides/antidetect-browsers/vision-browser.md) you need to turn on the **Enable QUIC** option in settings. *** ## 4. Which proxies are static (with a fixed IP)? Fully **static** proxies (the same IP for the entire rental period) are only: * **Datacenter** proxies * **ISP** proxies Residential and Mobile proxies are rotational by nature, their IP changes during use (see questions 11 and 14 below). *** ## 5. Which products are individual (one order = one user)? Sold without sharing, on a one-per-user basis: * **Datacenter** proxies - one IP per user * **ISP** proxies - one IP per user * **Mobile** proxies - one port (one SIM card) per user Residential proxies work through a shared address pool and are not individual. *** ## 6. I just bought / renewed a Datacenter or ISP proxy - it doesn't work After purchasing or renewing a Datacenter or ISP order, **1-2 minutes** are needed to sync the order with the proxy server. If after a few minutes the proxy still doesn't respond, please contact our [Support](../../contact-us.md). *** ## 7. How long do I have to renew a Datacenter / ISP proxy? The renewal window for Datacenter and ISP proxies depends on the billing period. A monthly order can be renewed within **3 days** after the paid period ends. An order with a shorter billing period can be renewed within **3 hours**. {% hint style="danger" %} Once the applicable renewal window expires, **the order is deleted permanently**. You won't be able to recover the same IP address or order after that. {% endhint %} We recommend enabling the **Auto renew** option in the order settings so renewal is charged from your balance automatically. *** ## 8. I just bought a Mobile proxy - it doesn't work After purchasing a Mobile proxy, the port needs to be **activated** in one of these ways: * The **Restart proxy** button in the order settings * Following the personal **Reset URL** link from the order {% hint style="warning" %} If you don't use the proxy, after **3 hours** the port goes into power-saving mode. This limit can't be removed, to bring the proxy back simply hit Restart proxy or the Reset URL again. {% endhint %} *** ## 9. Are Mobile proxies unlimited in traffic? Yes, **Mobile proxies are unlimited in traffic**. There's no cap on the volume of downloaded gigabytes, you only pay for the port rental period. *** ## 10. Why does my IP change periodically on Mobile proxies? Mobile proxies sit on our mobile farms and operate via real SIM cards. IP address changes depend entirely on the **carrier**: * On average the carrier refreshes the address **once a day**. * The carrier may initiate a pool change at any moment, and the address will change earlier. This is a feature of how mobile internet works and **is outside our control**. If you need rotation on a timer or by hotkey, use the [IP Rotation feature in our extension](../../our-products/shardx-extension.md). *** ## 11. What are TTL and Sticky on Residential proxies? * **TTL** (Time-To-Live) is the session "lifetime" in seconds. Once TTL expires, the proxy chain is rebuilt and you get a new IP. Range: from 60 to 86400 seconds. * **Sticky / Random** is the session mode. Sticky tries to hold the same IP within TTL, Random issues a random IP on every new connection. Full description of all Residential proxy order parameters: [Residential proxy configuration](../../our-products/residential-proxies/#proxy-configuration). *** ## 12. What is the Relay parameter on Residential proxies? **Relay** is the balancing (fallback) server through which your traffic enters the pool of Residential devices. The Relay is chosen based on **where you're connecting from**, to make the route shorter and more stable. * By default, **EU** is used * Also available: **RU** and **UA** {% hint style="info" %} The Relay choice **does not** affect the endpoint IP country, it's purely a balancing server. The endpoint country is set by the Country parameter in the order settings. {% endhint %} *** ## 13. Does Residential proxy traffic expire at the end of the month? No. Unused traffic does not expire at the end of the month: it remains available until it is fully used. If the traffic runs out, the proxies temporarily stop working, but it's enough to click **Add traffic** in the top-right corner of the order, top up the package, and the proxies will start working again immediately. *** ## 14. Why does my IP change periodically on Residential proxies? Residential proxies are hosted on the home devices of real users who take part in a paid traffic-sharing program. These devices may: * leave the sharing network (for example, the owner turned the device off), * experience signal / connectivity issues. Any of these reasons leads to an IP change during the session. We don't manage the devices in the pool directly. {% hint style="info" %} **If a session is misbehaving or dropping often**, there are two ways to change the address: **Method 1.** Click **Generate proxy** in the order, you'll get a new connection string. **Method 2.** Change the **SID** manually in the connection string. For example, in this string: ``` relay-eu.shardx.com:8080:plan-limited-country-any-sid-8dbryym0a32i:7nnrpl63344545gx ``` the login contains a fragment `sid-8dbryym0a32i`. If you change one character in it, for example to `sid-8dbryym0a324`, the IP address will change. The same thing happens "under the hood" when you click Generate proxy. SID is responsible for picking the device and the IP for your session. {% endhint %} *** ## 15. Why do I get Google / Cloudflare captchas often? Google and Cloudflare captchas are usually **not related to the proxy itself**, but to the browser fingerprint. The most common causes: * An outdated or low-quality antidetect browser is used * The profile has a "sticky" / repeating fingerprint * The browser leaks mismatched parameters (timezone, language, WebRTC, etc.) **What to do:** generate new profile fingerprints whenever there's an issue, use quality antidetect solutions (for example the [Vision browser](../../setup-guides/antidetect-browsers/vision-browser.md)), and verify leaks at [IP Checker](../../our-products/ip-checker.md). *** ## 16. What restrictions do you have on the proxies? On all products the following are blocked: * Service ports often used for brute-force attacks: **22 (SSH), 23 (Telnet), 25 (SMTP)** and several others. * Banking and government websites, and **Stripe** and **PayPal** payment processors (this is a regulatory requirement). * **Coinbase**, **CoinGate**, and **DeBank** are also unavailable on Premium Residential. The full list of restrictions by port, by site, by product-specific exceptions, and the limits for Unlimited Residential proxies are in the [Limitations](../../our-products/restrictions.md) section. *** ## 17. Which payment systems are supported? We accept the following payment methods: * `Credit Card / Google Pay` - bank cards and Google Pay through Stripe. The minimum payment is **$5**. * `Nowpayments (Crypto)` - cryptocurrency. The minimum payment is **$5**. * `USDT TRC20` - USDT on the TRC20 (TRON) network. {% hint style="warning" %} To pay with USDT on the TRC20 network, select the separate `USDT TRC20` option. The payment provider charges a percentage-based fee, so the minimum amount is **$21**. {% endhint %} *** ## 18. Do you have an API? Yes, we have a full user API. * **Specification and Try-it-out:** the [User API](../../) section in this GitBook. * **Usage examples in Russian:** [github.com/ProxyShard/proxyshard-api-examples-ru](https://github.com/ProxyShard/proxyshard-api-examples-ru) * **Usage examples in English:** [github.com/ProxyShard/proxyshard-api-examples](https://github.com/ProxyShard/proxyshard-api-examples) *** ## 19. Which countries are available for Residential proxies? Residential proxies cover **most countries in the world**. The full up-to-date list with cities and regions is on the [Available countries list](../../our-products/residential-proxies/available-countries.md) page. *** ## 20. Which countries are available for ISP proxies? ISP proxies are available in the following locations: | Country | | ------- | | 🇨🇿 Czech Republic | | 🇺🇸 USA (Pennsylvania) | | 🇹🇷 Turkey | | 🇺🇦 Ukraine | *** ## 21. Which countries are available for Datacenter proxies? Available locations: * 🇲🇩 Moldova * 🇺🇦 Ukraine * 🇳🇱 Netherlands * 🇩🇪 Germany * 🇵🇱 Poland * 🇺🇸 USA (coming soon) *** ## 22. Which countries and operators are available for Mobile proxies? | Country | Operators | | ------- | --------- | | 🇺🇸 USA | T-Mobile (5G), Verizon (5G, Colorado) | | 🇬🇧 United Kingdom | O2, Vodafone | | 🇩🇪 Germany | O2, Vodafone | | 🇫🇷 France | SFR (5G), Bouygues Telecom (5G) | | 🇮🇹 Italy | Vodafone (5G), WindTre (5G) | | 🇪🇸 Spain | Digimobil, Movistar (5G), Vodafone (5G) | | 🇵🇹 Portugal | NOS (5G) | | 🇳🇱 Netherlands | Ziggo (5G), Odido (5G) | | 🇮🇪 Ireland | Vodafone (5G), Three (5G) | | 🇵🇱 Poland | T-Mobile (5G) | | 🇺🇦 Ukraine | Lifecell, Vodafone, Kyivstar | | 🇲🇩 Moldova | Moldcell, Moldtelecom | | 🇨🇦 Canada | Rogers | | 🇮🇩 Indonesia | Telkomsel | The list is regularly expanded. The current locations and pricing are on the [Mobile proxy](https://dashboard.shardx.com/en/mobile-proxy) purchase page. *** ## 23. What are your prices? | Product | Price | Period / unit | | ------- | ----- | ------------- | | **ISP** | **From $2** | per IP per month (+$0.6 for p0f) | | **Residential** | **$2** | per GB | | **Premium Residential** | **$3** | per GB | | **Datacenter** | **$0.3 / $0.4 / $0.7 / $1.2** | 3 days / week / half-month / month (+$0.3 for p0f, available with a rental of one month or more) | | **Unlimited Residential** | **$30 / $199 / $399 / $699** | day / week / half-month / month | | **Mobile** | **from $4 / day, $55 / month** | depends on country and operator | {% hint style="info" %} The exact price and available periods for each plan are shown directly on the purchase page in the [dashboard](https://dashboard.shardx.com/). {% endhint %} *** ## 24. I need an IPv4 connection, why is there a domain in my connection string? On **Mobile** and **Residential** proxies the default connection address is a **domain name**, behind which there are many IP addresses. Balancing (backconnect) servers sit behind the domain, and the connection to the proxy devices is made through them, so we don't hand out a direct IPv4 in the string by default. Example connection strings: ``` mobile.proxy-eu.shardx.com:1234:aabbbcc:password relay-eu.shardx.com:8080:plan-limited-country-NL-sid-ABXdedq:AAAbbbbCC ``` If your software strictly requires IPv4, you can **resolve** the domain and substitute the resulting address for the domain name. **Option 1. Via a website.** Open [www.nslookup.io](https://www.nslookup.io), enter the domain from your connection string, and you'll get a list of IPv4 addresses. For example, if the query returned `172.67.72.239`, then instead of `mobile.proxy-eu.shardx.com` you can put this IP: ``` 172.67.72.239:1234:aabbbcc:password ``` **Option 2. Manually from the terminal.** On Windows or Linux run: ``` nslookup mobile.proxy-eu.shardx.com ``` The **Addresses** section of the response will contain the IPv4 addresses - take any of them and use it instead of the domain. {% hint style="warning" %} There are several servers behind the domain, and their IPs **may change**. If a connection with a hard-coded IP stops working, resolve the domain again and substitute the new address. {% endhint %} *** ## 25. Do you have IPv6? No, we sell **IPv4 proxies only**. *** ## 26. How does rotation (IP change) work on mobile proxies? In addition to the automatic address change on the operator's side (see question 10), you can **change the IP manually, no more than once per minute**, in one of two ways: * follow the personal **Reset URL** link from the order; * press the **Restart proxy** button in the order settings. More about the order fields is on the [Mobile proxies](../../our-products/mobile-proxies.md) page. *** ## 27. Is there channel-consumption monitoring on the proxies? Measuring the **speed** of the consumed channel is not built into any of the products. The following accounting is available: * **Unlimited Residential** - there is an active-connections counter; * **Residential** - there is spent-traffic statistics (in gigabytes); * on the **other products** (Datacenter, ISP, Mobile) traffic measurement and request logging are **not performed**. *** ## 28. Why is Cloudflare DNS used on Standard and Unlimited residential proxies? This is because, at the moment, **DNS queries to the operators' servers are disabled** on these plans, and resolving goes through public DNS (Cloudflare). On **ISP** and **Premium Residential** proxies there is no such limitation. *** ## 29. How do I achieve the lowest latency (ping) on a proxy? On **residential** and **mobile** proxies, the latency to the end node depends on several factors: * the current load on the operator's base station; * the signal quality on the device sharing the traffic; * how far you are from the connection point. In addition, the main balancing servers are located in the **Netherlands**. When connecting to locations like the **USA** or **Africa**, on top of your latency to the balancer there is also the overhead latency between the Netherlands server and the final proxy. Shortening this route is not possible. {% hint style="success" %} If minimal latency and speed are critical, use **Datacenter** or **ISP** proxies. They have extremely low connection overhead: there is no layer of balancing servers, the connection is direct. {% endhint %} For the **lowest possible ping**, connect from the same country where the proxy is located. This is usually achieved by renting a VPS / VDS / Bare-Metal server in the required country. For example, for ISP proxies in the USA it's ideal to work through a VPS in New York - the ping will be minimal, whereas connecting from Europe it will be at least **80–120 ms**. *** ## 30. What timezone does the site use? All orders and dates in the dashboard are shown in **UTC +0**. *** {% hint style="success" %} Didn't find the answer to your question? Contact our [Support](../../contact-us.md), we'll reply as soon as possible. {% endhint %}