G2

Hermano R.

Product Manager

Small-Business (50 or fewer emp.)

10/16/2026

"Human Support That Unblocked Our Experiment in Days"

5/5

What do you like best about Decodo (formerly Smartproxy)?

I work on the innovation team of a large company, where my job is to test new business hypotheses quickly. For one experiment we needed Brazilian residential IPs to reach public websites that are restricted by default on the platform.

Signing up and passing KYC was quick, but those targets stayed blocked. Decodo's support chatbot was genuinely useful here: it explained clearly why the requests were failing and which restriction applied, so we understood the problem instead of guessing.

I was about to ask for a refund when a human agent stepped into the same chat with a better option. He offered a compliance review and asked thoughtful questions about our use case: which sites we'd access, whether any traffic happened after a login, why a VPN wasn't enough, our expected monthly bandwidth, and our company details.

The review took less than the promised two business days, and access was approved. That let us validate our hypothesis in days instead of weeks, and we're now using Decodo inside the company. Fast, transparent, and human support when it matters. Review collected by and hosted on G2.com.

What do you dislike about Decodo (formerly Smartproxy)?

The main downside is that many public websites, including government portals, are restricted by default, and passing KYC doesn't unlock them right away.

That isn't obvious when you sign up. At first the chatbot told us these targets couldn't be unlocked at all, and we almost asked for a refund before a human agent explained there was a compliance review path available. It would help to make that option visible from the start, in the docs or in the dashboard.

Also, the signup confirmation email was blocked by our corporate email security, so I had to start with a personal account. Clearer guidance for business users would make onboarding smoother. Review collected by and hosted on G2.com.

What problems is Decodo (formerly Smartproxy) solving and how is that benefiting you?

Our team automates tasks that used to be done manually, such as retrieving official documents from public websites. Many of those sites only accept traffic from inside the country, so our automation tests kept failing and we couldn't tell whether the idea was viable.

Decodo gave us reliable Brazilian residential IPs, and after the compliance review we could reach the sites we needed.

Before, we were stuck on an infrastructure problem. Now we can run the experiment end to end and judge the business case on real results. In practice, we confirmed the hypothesis in days instead of weeks, without building or buying our own infrastructure in Brazil. Review collected by and hosted on G2.com.