A human reads these, not a triage bot.

A top up has not arrived

Cryptocurrency credits once the network confirms and the provider settles, not when you send it. A payment showing confirming has not settled yet. Check the Payments table on your wallet page first.

An order failed

Failed orders are refunded to your wallet automatically, you are never charged for a pool you did not receive. If the balance did not come back, tell us the order number.

Proxies are not connecting

Use the hostname and port from the generator rather than one written down earlier, gateways differ per pool. Confirm the service is still active and has bandwidth left on the services page.

Locked out of your account

Use password reset. If you signed up with Google, sign in with Google, that account has no password.

If traffic from this network is harming your systems, write to the same address with timestamps in UTC, the source IPs and a sample of the requests. Every report is investigated and receipt is confirmed. Full policy: Acceptable Use.

Security vulnerabilities go to the same inbox, see Security.