Start with the dashboard state, then test your tool. Keep the error text so support can see the same failure.
If Test connection succeeds but your tool fails, focus on the tool’s protocol and connection fields before changing the whole setup.
Separate proxy access from website access
Test connection uses a fixed diagnostic endpoint. A Connected result proves that request worked from ProxyLane. It does not confirm your local tool setup or access to every website.
In your tool, request https://api.ipify.org?format=json through the proxy. If it succeeds but your intended website fails, send support both results. Avoid a loop of repeated requests while the cause is unknown.
Check the details that often get mixed up
Use the generated proxy credentials, not your ProxyLane account password. After changing country or session settings, generate and copy the connection again. For Playwright, choose HTTP / HTTPS.
If the dashboard says the connection is temporarily unavailable, follow its retry guidance. The notice states that your remaining traffic is saved.
Still blocked? Email support with the exact error, tool, time and settings. See what to include so the first message is useful. 