# Technical troubleshooting FAQ

> Troubleshoot TrueProxies connections, authentication, targeting, sticky sessions and service status, with checks for HTTP and SOCKS5 and guidance for Support.

Source: https://docs.trueproxies.com/faq/

This page covers technical diagnostics. For commercial, billing-policy, and account questions, use the [main TrueProxies FAQ](https://trueproxies.com/faq/).

## Why does a proxy connection fail?

Check the hostname and protocol-specific port, then verify the active service, username and password, and trusted IPs. Test a minimal request with cURL before debugging an application framework. See [How to connect](https://docs.trueproxies.com/proxy-instructions/how-to-connect/).

## Why did targeting return an unexpected location?

Confirm the selector syntax is supported by the product, then inspect several exits rather than one response. Residential IPv4 supports the documented username options: country, city and session on Unlimited (for example `-city-berlin`), plus region and ASN on GB-based. Dedicated IPv6 products use the city bought with the service.

## Why did a sticky session rotate?

Sticky behavior applies only where the product supports it. For Residential IPv4, reuse the exact session identifier within the intended window and make sure retries are not generating a new username. For dedicated IPv6 products, use the behavior shown for the service rather than adding Residential IPv4 suffixes.

## Why can HTTP work while SOCKS5 fails?

Every product serves plain SOCKS5 on port `1080`; SOCKS5 over TLS is not offered. Confirm the client is set to SOCKS5, not HTTP, on port `1080`, and that it sends your username and password. See [Proxy protocols](https://docs.trueproxies.com/proxy-instructions/proxy-protocols/).

## Why is a purchase not active yet?

Check the invoice and service state in the dashboard. Redirect-based payment methods can remain pending until the payment provider confirms them. Do not send production traffic until the service is active and credentials are displayed.

## What information should I include in a support request?

Include the product, protocol, target hostname, approximate timestamp, non-secret error text, expected location or session behavior, and a minimal reproducible command. Never include a password or full credential string.