Nodetonet runs lean on the support side, and we like it that way. There is no chatbot to route you through, no tier-one script to escalate past, and no premium support tier you have to upgrade into. Every customer — whether you run a single mobile proxy or a full reseller fleet — gets the same channel: an email address, a human, and a 24-hour response SLA. This post explains the three channels we operate, who reads each one, what to include so you get a useful reply fast, and a few security rules that protect your account.
The three channels at a glance
| Address | Use it for | Response target | Individual reply? |
|---|---|---|---|
| support@nodetonet.com | Configuration, billing, account, API, anything broken | 24 hours | Yes |
| abuse@nodetonet.com | Misuse of our network you are reporting from outside | 24 hours, priority queue | Yes (limited) |
| feedback@nodetonet.com | Feature requests, roadmap ideas, design opinions | Read in batches, no SLA | No |
Beyond email you can also reach us on Discord at discord.gg/nodetonet for real-time community chat, and follow product updates on X (@nodetonet). Discord is not a replacement for a support ticket — it is useful for quick sanity-checks and community answers, but for anything that needs a paper trail or access to your account, email wins.
1 · support@nodetonet.com — the main channel
The vast majority of customer questions belong here. Configuration issues, billing discrepancies, account problems, API confusion — anything you cannot resolve from the quickstart guide, the proxy glossary, or other posts on this blog. Write in plain English (or Turkish); there is no ticketing portal and no form to fill out.
Response SLA: 24 hours, every day. In practice the median first reply is closer to four hours on EMEA weekdays. Weekend response is slightly slower; we do not run a true follow-the-sun rota and will not pretend otherwise.
What to include for a fast reply
- Your account email. This lets us locate your account without you sending credentials that should never travel by email.
- Proxy or token ID for proxy issues — every row in /rotating-proxies or the devices page shows a short ID like
px_8x2q.... For token-group questions, the group name is enough. - Transaction ID for billing questions — see the refund policy post for where to find it, and how daily billing works for the basics.
- One sentence on what you expected, one on what happened. "It doesn't work" is harder to debug than "I get a 407 on every request through this rotating proxy from this client IP."
- Relevant logs or error messages. For Android agent problems, logcat output cuts resolution time dramatically — see Android agent troubleshooting for how to collect it.
The quicker we can reproduce or locate the problem, the sooner you are unblocked. A good bug report is the single biggest lever you have over resolution time.
2 · abuse@nodetonet.com — separate channel, priority queue
If you are an external party reporting misuse of a Nodetonet proxy — credential stuffing against your service, an active attack you have traced to one of our IPs, spam originating from one of our tunnels, or anything that needs an urgent operational response — write directly to abuse@nodetonet.com.
This channel is monitored independently of regular support. It feeds a separate inbox, alerts a separate on-call, and bypasses the general queue entirely. We acknowledge within 24 hours and act on credible, well-documented reports within the same window — often faster, because abuse cases typically require freezing a specific token or HTTP tunnel while we investigate, and that is a quick operation on our side.
What to include in an abuse report
- The Nodetonet IP address or hostname involved (e.g.
sub42.nodetonet.com). - Timestamps in UTC with the timezone stated explicitly.
- Concrete evidence — request logs, target endpoints, attack signatures. The more specific the data, the faster we can match it to a proxy or token on our end.
- Your contact details for follow-up. We do not release tunnel-owner identities to third parties without legal process, but we will tell you what action we took on the report.
Customer note: if you are a Nodetonet customer reporting an issue with your own proxy or tunnel, usesupport@, notabuse@. The abuse queue is for external parties reporting harm from our network — routing internal tickets there adds delay, not speed.
3 · feedback@nodetonet.com — read, never replied
The third address is feedback@nodetonet.com. This is the "I wish Nodetonet did X" channel: feature requests, roadmap suggestions, design opinions, complaints about documentation wording. We read every message. We do not reply individually — the volume would force us to either adopt a CRM (no thanks) or fire back template responses (worse than silence).
Instead, recurring themes from feedback feed our roadmap discussions and surface as shipped features, blog posts, or doc updates over time. If something you suggested ships, you will see it announced. That is the closest thing to a personal reply this channel offers.
What this channel is not: a bug queue. If something is genuinely broken, that goes to support@. Feedback is for "this works but I'd prefer it work differently." We will reroute mis-categorised mail internally, but it costs both of us a day in delay.
4 · Things we will never ask you to send by email
This is anti-phishing housekeeping worth reading once. The Nodetonet support team will never ask you to send:
- Your password — we have no reason to need it, and our staff cannot use it to log in as you.
- Your API key — we locate your account by registered email. (For what your API key does and does not do, see understanding your API key and the difference between customer tokens vs personal tokens.)
- Card or bank details — we process payments through Stripe; we never handle card data by email.
- Codes from a 2FA app, SMS, or password-reset email — a real support agent has no use for these.
If you receive a message signed "Nodetonet Support" that requests any of the above, it is not us. Forward it to abuse@nodetonet.com and we will handle it from there.
5 · Self-service before you write in
Many of the most common support questions have documented answers. Before sending an email, these posts cover the top issues by volume:
- Android agent troubleshooting — covers the majority of "device shows offline" and connectivity problems, often solvable without contacting us.
- Refund policy — the most common billing-side topic.
- How daily billing works — the second most common billing question.
- What "online" means for a device — answers "why does my proxy show offline even though the phone is running the app".
- Per-customer proxy clients — covers auth, quota, and IP allowlists for issued client credentials.
- The full quickstart — if your support question is really a getting-started question, this is the place to begin.
You can also use our free proxy checker to verify that a proxy endpoint is responding correctly before filing a bug, and What is my IP to confirm which exit IP your traffic is actually using.
What happens after you send
For support@: you get a reply from a human within 24 hours. If your issue needs escalation — an edge-server fault, a billing edge case, a bug that requires a code change — we route it internally and keep you in the loop. We don't close tickets until the problem is resolved or we have confirmed together that it is not a Nodetonet-side issue.
For abuse@: we acknowledge receipt, investigate, and take action on credible reports. We let you know what we did, though we cannot disclose customer-identity details without legal process.
For feedback@: no individual reply, but your input is genuinely read and influences what we build next. Watch the blog and product announcements to see themes you raised turn into shipped features.