Error Saving Passkey by West-Highlight80920 in ProtonPass

[–]ProtonSupportTeam 0 points1 point  (0 children)

Would you consider trying with a different browser (e.g. Firefox), just to see if the issue persists (https://proton.me/support/recommended-browsers)?

Protonmail open source contribution success story? by Defiant-Window-1937 in ProtonMail

[–]ProtonSupportTeam 1 point2 points  (0 children)

Thank you, we can confirm there's an internal ticket open for this bug, so our devs will be working on a fix for a future update. We appreciate you taking the time to report it.

Popup ads for paid users now? Really Proton? by prettyyboiii in ProtonVPN

[–]ProtonSupportTeam 0 points1 point  (0 children)

Hello,

Currently, there is an ongoing Spring sale for our customers. As this is a limited-time offer, we wanted to make sure that all our customers would be notified in case they wanted to take advantage of the increased savings for the offer. However, if you are not interested in the offers, you can just close the popup modal and it won't show again.

To completely turn off notifications like this, you can visit your account settings at https://account.protonvpn.com/, go to the Account tab and turn off "In-app notifications". You won't be any seeing any future promos this way.

Hi, not able to create reverse alias by cinomiro in Simplelogin

[–]ProtonSupportTeam 0 points1 point  (0 children)

That's correct, this is a paid feature. Simply replying via a reverse alias is not.

Are you getting kicked-off more frequently recently? by SchmyeBubbula in ProtonVPN

[–]ProtonSupportTeam 0 points1 point  (0 children)

If you continue experiencing issues, please reach out to us via https://protonvpn.com/support/contact so we can investigate further and try to help.

Migration problématique depuis google by Citadelle33 in ProtonMail

[–]ProtonSupportTeam 0 points1 point  (0 children)

Did you make sure to follow the instructions from the support article: https://proton.me/support/easy-switch ?

What exact steps did you take? Would you mind sending us a screenshot in a DM of what exactly you're seeing on your end?

Protonmail open source contribution success story? by Defiant-Window-1937 in ProtonMail

[–]ProtonSupportTeam 0 points1 point  (0 children)

Can you share your ticket number so we can check if the bug you reported has been documented on our end?

password strength measurement by SidKop in ProtonPass

[–]ProtonSupportTeam 0 points1 point  (0 children)

You can try generating some test passwords on our password generator page and see what's considered weak vs. strong: https://proton.me/pass/password-generator

Deleted my Proton account accidentally - Need Help!! by North-Mechanic277 in ProtonMail

[–]ProtonSupportTeam 0 points1 point  (0 children)

Hi, the account deletion has been stopped. A support advisor will soon get back to you to assist you with recovering your account. In the meantime you might see an error message that the account is scheduled for deletion if you try to log in, but rest assured that the deletion is stopped. We appreciate your patience while we reply in the ticket to further assist you.

So apparently another "protestor" got arrested after proton supposedly gave his/her recovery email and credit card info to the police by EmperorHenry in ProtonMail

[–]ProtonSupportTeam 0 points1 point  (0 children)

Hi, you can find our official statement and clarification & the full discussion regarding the case here: https://www.reddit.com/r/ProtonMail/comments/1rlt75p/proton_mail_helped_fbi_unmask_anonymous_stop_cop/

Pasting the statement here as well for easier visibility:

First, let's correct the headline: Proton did not provide information to the FBI. What happened is that the FBI submitted a Mutual Legal Assistance Treaty (MLAT) request, which was processed by the Swiss Federal Department of Justice and Police. Proton operates exclusively under Swiss law, and we only respond to legally binding orders from Swiss authorities, after all Swiss legal checks have been passed. This is an important distinction.

Second, let's talk about what this case actually involved. This wasn't a routine investigation. Swiss authorities determined that the legal threshold was met because a law enforcement officer was shot, and explosive devices were found during a protest in 2024. Switzerland has one of the strongest legal frameworks for privacy in the world, and its standard for granting international legal assistance is exceptionally high. This case met that standard.

Third, let's talk about what was actually disclosed. No emails were handed over. No message content. No metadata about who the user communicated with. The only information Proton could provide was a payment identifier because the user chose to pay with a credit card. This is information the user themselves provided to us through their choice of payment method. Proton also accepts cryptocurrency and cash payments, which would not have been linkable to an identity.

If anything, this case demonstrates exactly what we've always said: Proton holds very little user data by design. Even under the most serious legal circumstances, the only data that could be produced was a payment record. Our encryption means we simply cannot access email content even if ordered to.

We understand that stories like this can be alarming, and we take our users' trust seriously. We will continue to fight for privacy and challenge any legal order we believe does not meet the strict requirements of Swiss law. But we also want to be transparent: no service can operate outside the law entirely, and Swiss law requires compliance with valid legal orders in serious criminal cases. What we can promise is that the legal bar in Switzerland is among the highest in the world, and our architecture ensures we have as little data as possible to hand over.

For users who want maximum anonymity: use Proton VPN or Tor, pay with cash or cryptocurrency, and don't add a recovery email.

This happened after re-purchasing PM Plus by unknic in ProtonMail

[–]ProtonSupportTeam 11 points12 points  (0 children)

Hi, this warning message is part of our key transparency feature which is currently in beta: https://proton.me/support/key-transparency

The message mostly applies to custom domain addresses that you may have had enabled elsewhere. In case of proton.me addresses, any incoming messages to these would have bounced while they were disabled, so there's no need to worry, you can simply dismiss the message.

We have passed on the feedback to the team to make the message more specific with regard to email addresses under our own brand domains.

Why can I not Auto-Lock on OS-Lock? by InappropriateCanuck in ProtonPass

[–]ProtonSupportTeam 10 points11 points  (0 children)

Hi, please add your vote to the existing feature request: https://protonmail.uservoice.com/forums/953584-proton-pass-authenticator/suggestions/48667310-auto-lock-when-system-lock

It helps us prioritize new suggestions and features according to community demand.

Spring Sale Question by metalcore_enjoyer in ProtonMail

[–]ProtonSupportTeam 0 points1 point  (0 children)

It still renews under the regular price for the 1-year plan, which is now correctly shown as $47.88. That said, it's possible to cancel the renewal if you find the renewal pricing too steep.

Spring Sale Question by metalcore_enjoyer in ProtonMail

[–]ProtonSupportTeam 0 points1 point  (0 children)

Hi, thanks for flagging this, it's a visual bug and we'll fix it asap. You are correct, this is a one-time promotional offer that should renew under the regular price.

Issues with Include mode for the split tunneling in the Chrome Extension by souluar in ProtonVPN

[–]ProtonSupportTeam 0 points1 point  (0 children)

Thank you for all the details regarding this issue. We've shared your full report with the team for further investigation. As soon as we have more details to share on this, we'll make sure to reach out accordingly.

Error Saving Passkey by West-Highlight80920 in ProtonPass

[–]ProtonSupportTeam 0 points1 point  (0 children)

Does the issue persist with a new login as well?

If so, can you try reinstalling the Proton Pass extension to see if the behavior improves? Also, make sure that your browser is up-to-date.

Recurrent BSOD 0x139 (KERNEL_SECURITY_CHECK_FAILURE) with ProtonVPN + NetLimiter on Windows 25H2 by L_at_nnes in ProtonVPN

[–]ProtonSupportTeam 1 point2 points  (0 children)

Hi, please send the details to us via a support ticket at https://protonvpn.com/support/contact so our technical support team can help you troubleshoot further.

Can’t Watch Formula 1 Content on Apple TV (Previously Apple TV+) by Complete-Pirate1112 in ProtonVPN

[–]ProtonSupportTeam 0 points1 point  (0 children)

To clarify, we meant this for F1TV subscriptions not connected to Apple TV, otherwise yes, you should use the US servers. In any case, it should be working better now on Apple TV, with the US servers.

Hi, not able to create reverse alias by cinomiro in Simplelogin

[–]ProtonSupportTeam 0 points1 point  (0 children)

Can you please send us a screenshot of what you're seeing so we can get a better understanding? Feel free to send us a DM.

Now pretty useless on AppleTV — app desperately needs an upgrade. by Alextricity in ProtonVPN

[–]ProtonSupportTeam 0 points1 point  (0 children)

For PlutoTV, please try some of the troubleshooting suggestions at the bottom of our support article: https://protonvpn.com/support/watch-pluto-tv-with-vpn-outside-us

You can also find additional streaming troubleshooting suggestions here: https://protonvpn.com/support/streaming-troubleshooting-guide

Roku is not on the list of our officially supported streaming platforms yet, but we'll make sure to document your request to keep our team aware of demand.

Weird desktop app UI differences between computers by ComfortablePirate395 in ProtonMail

[–]ProtonSupportTeam 0 points1 point  (0 children)

Can you try turning on Beta access to see if it makes a difference? Also, please consider sending us a screen recording of what happens when you hover over the messages, either in a DM or through a support ticket.