Decodo Reviews 1,907

Great support! very very happy!

Eliot's understanding of my situação and prompt action and response accordingly made everything easy with Decodo and I strongly recommend the offered services.

I ask a refund and they did it in a fast way

Just setting up initial proxy access, but chat help was great and process was fairly simple. Support was good.

I had a great experience with Decodo’s customer support. I accidentally purchased the wrong proxy plan, but their team responded quickly and handled my issue very professionally. They offered a smooth refund process to my wallet, which allowed me to purchase the correct Residential proxy plan without any trouble. The support agent was very helpful, polite, and understanding throughout the process. I truly appreciate their assistance and highly recommend their service!

Mr Bart he is a great man

Excellent! Jessica is good

I had an incredible experince with Eliot. He was very helpful and made my navigation seamless.

Your service is absolutely amazing, and it brilliantly solved my problem.

Great product, stable service, and very understanding support
I had a billing misunderstanding with my subscription and contacted Decodo support for help. Although the issue was caused by my own misunderstanding of how renewals work, their team was patient, clear, and professional throughout the whole process.

What I appreciated most was that they really listened and handled my case with understanding. As a kind exception, they converted my initial payment into Decodo Wallet balance, which I truly appreciated.

Besides the support experience, the product itself has also been very good in my experience — useful, stable, and reliable when I need it. Good service is not only about the product, but also about how a company treats its users when problems come up, and Decodo left me with a very positive impression.

Thank you to the support team for the help and professionalism.

Accidentally purchased something without knowing the ins and outs, but got my balance returned to my wallet promptly after contacting suppoort.

Great service, supportive team, Instant replies and solution to problems

Got connected to an AI agent at first that properly understood my issue and quickly connected me to a human agent for further investigation. Paul (who was assigned to me) was very nice, helpful and professional and helped me solve my issue in a few minutes. Excellent experience.

Paul doing great on answer my quesions. He's good, I decide to place order

Absolutely abysmal, untrustworthy, scammy company, broken tech

I think decodo tech team have done a great job on the infrastructure and how proxies work, but billing and support is a mess. I upgraded my plan mid way into the month, but I was not given any credits for the remaining time or given a discount on the new plan. Webshare, Rayobyte, Node Maven all have a credit system in place. I don't get why decodo doesn't.

The agent who I got during live chat is the worst customer support agent I've interacted with:

Me: Hi, I upgrade my subscription 10 days into the previous subscription. I was charged the full subscription amount. So what happened to the previous subscription? I was not credited or prorated on the price
You have been transferred to: Paul.
Paul: Hello, I will be assisting you from now on. Please give me 4 to 5 minutes to catch up. Thank you!
Me: Sure :)
Paul: We do get how frustrating this might be for you, but you simply upgraded to a new subscription, and this is the expected outcome. You had one plan and purchased a different one. I know this may not be the answer you were hoping for, but there's nothing we can do about it since we haven't stated anywhere that an upgrade would include compensation for the remaining time and traffic of your previous subscription.
Me: I don't think that's right. If I paid 100% for a 30 day subscription, by day 10, i have only used 33% of the $100? shouldn't i be prorated the price? Could you transfer me to someone who can handle this directly?
Paul: I understand your frustrations; however, as mentioned, that's just not how it works. You had a subscription, then decided to choose a different one and proceeded with the checkout. Unfortunately, there is no one I can transfer this case to.
Me: I upgraded the same subscription. I didn't choose a different subscription. The UI doesn't provide any other option. Please transfer this chat to a billing manager / billing supervisor from decodo?
Paul: Please bear with me for 3 to 5 minutes.
Paul: Yes, the subscription remains the same—ISP Pay/IP—but it's a completely different plan. We do not promise to compensate or provide remaining days of traffic, and this is the expected outcome. For example, if you had a 50 GB subscription before and then upgrade to an Unlimited GB plan, then for the old price you would still have 20 days of the new and more expensive subscription. It just wouldn't make sense, as you would be paying for a much more expensive subscription for 20 days at the cost of the cheaper one. Unfortunately, I cannot transfer this case since everything is functioning properly. However, I will forward your feedback to the appropriate team. As an exception, I can extend your current subscription by 7 days. Please let me know if you'd like me to do that.

Update: Issue resolved

The CEO personally reached out and made things right on the billing side. Great proxy infrastructure, and now the support experience matches. Would like to see automated proration for plan upgrades going forward, but happy with how this was handled. Rating updated.