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Contacting Support

Contact MyOwnProxy Support when the checks for the observed symptom do not resolve it, when a MyOwnProxy-managed operation does not recover, or when emergency Node rescue is required.

Information to include

Provide only the information relevant to the problem:

  • Customer-visible resource name and ID.
  • Affected Gateway and/or Node.
  • Proxy and Pool names when proxy traffic is affected.
  • Timestamp and timezone for the most recent failure.
  • Exact customer-visible symptom or error text.
  • What changed recently, including maintenance, reassignment, membership, endpoint, or credential changes.
  • Whether the issue affects a Pool connection, direct Node access, or both.
  • Observed exit IP when selection or egress is relevant.
  • Proxy Credential type—temporary or persistent—but not its password.
  • Current lifecycle state, health result, and last heartbeat shown in Health Explorer.
  • Customer-level Candidate Diagnostics result when Pool eligibility or selection is relevant.
  • Affected application and business impact.
  • Checks already completed and their results.

Include screenshots only when they add useful customer-visible context, and remove unrelated or sensitive information first.

Do not send secrets

Never send:

  • Passwords or Proxy Credential passwords.
  • Private SSH keys.
  • Issued SSH certificate material.
  • Gateway enrollment material or Node provisioning material.
  • Access tokens or other secrets.
  • A copied curl command or other command containing a password.

Do not place secrets in ordinary tickets, email, chat, screenshots, or logs. If Support explicitly requests sensitive diagnostic material, follow the secure-transfer instructions provided for that case.