# Technical support checklist

> Prepare a reproducible TrueProxies issue for Support. Check service status and ports, record errors and timestamps, and remove passwords from logs.

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

## Before contacting support

1. Reproduce the issue with a minimal cURL command.
2. Confirm the service is active and the protocol-specific port is correct.
3. Test without optional targeting or session parameters, then add them back one at a time.
4. Record the UTC timestamp, product, protocol, target hostname, and non-secret error output, including the `X-Proxy-Reason` header if the proxy sent one.
5. Remove passwords, tokens, and full proxy URLs from logs and screenshots.

## Technical support channels

- [TrueProxies contact page](https://trueproxies.com/contact/)
- [Telegram](https://t.me/tprxme)
- `hello@trueproxies.com`

See the contact page for current response expectations.

## Useful context to include

| Context           | Example                                      |
| ----------------- | -------------------------------------------- |
| Product           | Residential IPv4 GB-based                    |
| Protocol          | HTTP CONNECT or SOCKS5                       |
| Target            | Hostname only; omit private payloads         |
| Expected behavior | Country, region, sticky session, or rotation |
| Observed behavior | Status code or client error                  |
| Reproduction time | UTC timestamp and approximate duration       |

Start with [How to connect](https://docs.trueproxies.com/proxy-instructions/how-to-connect/), [Proxy errors and refusal reasons](https://docs.trueproxies.com/proxy-instructions/errors/) and the [Technical troubleshooting FAQ](https://docs.trueproxies.com/faq/) for common checks.