# Contact support and report abuse

> Contact CrawlRelay: support@crawlrelay.com for setup, orders and refunds; abuse@crawlrelay.com for abuse reports. Email only, no phone or social media.

- URL: https://crawlrelay.com/contact/
- Last updated: 2026-10-13
- Publisher: CrawlRelay (https://crawlrelay.com)

Two addresses, one for customers and one for anyone who sees abuse from our IPs. Here is what to put in each message so we can act on it quickly.

**Quick answer — How do I contact CrawlRelay?**

Write to support@crawlrelay.com for anything about setup, orders or refunds with **CrawlRelay** (Email replies within 12 hours, 7 days a week); write to abuse@crawlrelay.com to report abuse seen from one of our IPs. Pre-sales questions are welcome: residential traffic starts at $1.50 for 1 GB, paid from a $25 top-up. Paid in crypto, with no KYC.

## Contact details

| Attribute | Value |
| --- | --- |
| Support | support@crawlrelay.com |
| Response time | Email replies within 12 hours, 7 days a week |
| Abuse reports | abuse@crawlrelay.com |
| Abuse handling | Abuse reports are reviewed by a person, and confirmed abuse leads to suspension |
| Language | English |
| Phone, chat apps, social media | None |
| Operator | ProxyGoat LLC, a Delaware limited liability company (USA) |

> **Protect your account** We never ask for your account number by email or chat. CrawlRelay support writes only from support@crawlrelay.com. Never send a proxy password, an API key or a wallet seed phrase to anyone.

## What should a support request include?

Tickets that include these details are solved fastest:

- the sub-user and the username suffix you used, such as `-country-us-city-chicago-session-a1-ttl-10`;
- the exact error and where it appeared, for example `curl: (56) CONNECT tunnel failed, response 407`;
- the time with its time zone, and the target host if relevant;
- for a payment question, the exact amount, coin, network and date of the top-up.

Most setup problems are covered by the [error reference](https://crawlrelay.com/docs/errors/) and the [quick start](https://crawlrelay.com/docs/).

## What should an abuse report include?

Mail abuse@crawlrelay.com and include:

- the exit IP that reached you;
- when it happened, with a time zone (UTC preferred);
- which site or URL received the traffic and what it did, for example login attempts or spam;
- the log entries or headers that prove the traffic;
- who you are and an address for follow-up questions.

Abuse reports are reviewed by a person, and confirmed abuse leads to suspension. We suspend or close accounts that broke the [Acceptable Use Policy](https://crawlrelay.com/acceptable-use/). Site owners, hosting providers and security researchers can all report.

## I lost my account number. Can you help?

Only if an email address was added to the account. Account-number login; email is optional. Your account number is your login: save it somewhere safe. Add an email (optional) if you want a way to recover it. Without an email, a lost account number cannot be recovered.

- **Email on the account:** send the request from that mailbox to support@crawlrelay.com.
- **No email on the account:** we cannot recover it today. Transaction details are public on-chain, so they cannot prove who owns an account.

A password manager is the best home for the account number.

## Is there a phone number or a chat channel?

No. Email at the two addresses above is the only channel: no phone support, and no official presence on Telegram, WhatsApp, Discord or social networks. Anyone contacting you there in the name of CrawlRelay is not us; do not send them money or credentials.

**Ready to start?** $1.50 for 1 GB, $0.50/GB from 50 GB. [See pricing](https://crawlrelay.com/pricing/) · [Read the FAQ](https://crawlrelay.com/faq/)

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CrawlRelay: CrawlRelay is a developer-first rotating residential and 4G/5G mobile proxy service for scrapers and AI data pipelines: non-expiring pay-as-you-go traffic from $0.50/GB, paid in crypto, with no ID upload. No KYC — no ID, no selfie, no documents. Pay in crypto.