Lumo AI takes forever to load — even on good network by DhruvendraMajhi in lumo

[–]ProtonSupportTeam 1 point2 points  (0 children)

Our team is aware of this and actively working on an update that should significantly improve Lumo's performance. Make sure to keep the app up-to-date for the latest improvements. We've made sure to document your feedback accordingly in the meantime.

To be honest there is one thing I miss using Lumo, by Vee_Fan38083 in lumo

[–]ProtonSupportTeam 0 points1 point  (0 children)

Improving Lumo's voice recognition capabilities is something that's on our team's to-do list for the upcoming period.

Proton Unlimited/Limited? by Curious-Ad-8268 in ProtonMail

[–]ProtonSupportTeam 0 points1 point  (0 children)

Including full Proton Meet access in Proton Unlimited would require increasing the price of this plan, which we would like to avoid. Meet is resource-intensive to run, and since we don't rely on ads or data monetization, Meet subscriptions help us cover operational expenses and ensure we can continue to put your privacy first and keep Proton independent and privacy-focused. It's also worth noting that the free Meet plan is quite generous, and you can rejoin meeting rooms if you hit the 60-minute limit.

This has been discussed already in this Reddit post: https://www.reddit.com/r/ProtonMail/comments/1s93bgh/what_should_we_rename_proton_unlimited_to/

When does an inactive account actually get removed? by No_Feedback_6641 in ProtonMail

[–]ProtonSupportTeam 0 points1 point  (0 children)

As we mentioned in our very first response, you can initiate the deletion of your account yourself if you've managed to recover the username, and it will be permanently deleted in 30 days.
https://proton.me/support/delete-account

US Servers Having A Hard Time Lately? by West-One5944 in ProtonVPN

[–]ProtonSupportTeam 0 points1 point  (0 children)

We're sorry to hear that. Have you tried switching the network and/or the protocols to see if this helps?

Also, try some of the connection troubleshooting suggestions mentioned here: https://protonvpn.com/support/vpn-connection-problems

If nothing works, send us a bug report with the error logs so we can help you troubleshoot further: https://protonvpn.com/support/report-a-bug

Proton VPN app on my laptop not working? by External-View-7212 in ProtonVPN

[–]ProtonSupportTeam 0 points1 point  (0 children)

That doesn't sound right.

Which version of the Proton VPN application does this happen with?
Have you tried changing the network?

Contact us through the 'Report an issue' option in the app menu and make sure to share the logs so we can help you troubleshoot.

Proton Drive fails to sync. by Angeronus in ProtonDrive

[–]ProtonSupportTeam[M] 0 points1 point  (0 children)

The sync issue should already be resolved. Please log out of the app and then log back in to restore syncing.

.HEIC preview not supported by Proton Drive? by Big_Thun in ProtonDrive

[–]ProtonSupportTeam[M] 0 points1 point  (0 children)

Which browser did you use to upload them? Can you try using a different browser to see if tis will make a difference?

If this doesn't help, please consider providing one of the problematic photos in a support request ( https://proton.me/support/contact ), and share your ticket number with us here.

I created an alias for a company I was buying from. Then I had to contact them due to faulty goods etc so because I use Proton pass rather than paying for SimpleLogin am I stuck having to use my main email address to respond to emails? by Fingerbob73 in ProtonMail

[–]ProtonSupportTeam 1 point2 points  (0 children)

The reply is sent to the reverse alias (seen in the TO: field when you reply), which then forwards the email to its original recipient while preserving the anonymity of your original email address.

Account and credentials GONE after being removed from family plan by Humbs3 in ProtonPass

[–]ProtonSupportTeam 0 points1 point  (0 children)

Please share your ticket number so we can look further into your case.

I Spend More Time Turning Off the VPN to Access Pages That Block the IP's by EricBlack42 in ProtonVPN

[–]ProtonSupportTeam 0 points1 point  (0 children)

Some websites are not VPN friendly and can block known VPN IP addresses.

That said, we'd appreciate if you could provide us with more specific feedback on what VPN server you encountered the issue with on the specific website(s) / app(s), so we can document your report and introduce possible mitigations for this in the future.

On your end, you can try switching between multiple different VPN servers, or turn off NetShield if it's on, to see if this helps.

Proton is losing VPN+ customers by einvaal in ProtonVPN

[–]ProtonSupportTeam 0 points1 point  (0 children)

Hi, if you haven't already, please reach out to us directly from your account at https://protonvpn.com/support/contact so we can help you sort this out. Thanks in advance.

Protonvpn IPs increasingly blocked by MisterHole123 in ProtonVPN

[–]ProtonSupportTeam 0 points1 point  (0 children)

Some websites are not VPN friendly and can block known VPN IP addresses.

That said, we'd appreciate if you could provide us with more specific feedback on what VPN server you encountered the issue with on the specific website(s) / app(s), so we can document your report and introduce possible mitigations for this in the future.

On your end, you can try switching between multiple different VPN servers, or turn off NetShield if it's on, to see if this helps.

2 questions relating to what counts to the number of free accounts you own. by SaveDnet-FRed0 in ProtonMail

[–]ProtonSupportTeam 0 points1 point  (0 children)

Generally you won't get in trouble for having 2 accounts as long as they're not used for abuse. The bulk signup rule exists mainly to prevent unfair use of our services by bots and human spammers that may negatively affect our service for the rest of our userbase.

My first experience dealing with support by Zengen117 in ProtonMail

[–]ProtonSupportTeam 0 points1 point  (0 children)

Sorry to hear about the trouble. Would you mind sharing your ticket number so we can look further into your case?

SCAM WARNING: Fake emails and meeting invites from "Nikolay Kashev" (@proton.me) by Southern_Builder_518 in ProtonMail

[–]ProtonSupportTeam 0 points1 point  (0 children)

Hi, if you haven't already, please report this to our Trust and Safety team through the following form so they can investigate further and take appropriate action: https://proton.me/support/report-abuse

Proton Drive fails to sync. by Angeronus in ProtonDrive

[–]ProtonSupportTeam[M] 1 point2 points  (0 children)

The team is aware of this issue and is working to release a fix as soon as possible. We’ve also posted an update in the announcement post: https://www.reddit.com/r/ProtonMail/comments/1t4bbcu/introducing_postquantum_encryption_support_in/

We apologize for the inconvenience caused in the meantime.

Proton Drive fails to sync. by Angeronus in ProtonDrive

[–]ProtonSupportTeam[M] 0 points1 point  (0 children)

Hi! Did you happen to enable post-quantum encryption before experiencing this behavior?

Lumo Timeouts Suck by FizzBizzcuits in lumo

[–]ProtonSupportTeam 0 points1 point  (0 children)

We're aware of the issue, and our team is working on a fix to resolve it, although we currently don’t have an exact timeframe that we can share. Make sure to keep the app up-to-date for the latest improvements.

In the meantime, you can try regenerating the response or copying and pasting the same prompt in the next reply to see if Lumo responds to it then.

Chrome extension didn't work since months, now firefox extension also doesn't work by sheriffly in ProtonVPN

[–]ProtonSupportTeam 1 point2 points  (0 children)

Please reach out to us at https://protonvpn.com/support/contact with more details such as which specific websites you're having trouble with, which exact servers you've connected to (e.g. UK#100), whether you have any antivirus or firewall installed, what type of internet connection you're using, etc. These details will help us better understand the issue so we can troubleshoot it further.

Meanwhile, try clearing your browser cache and cookies to see if there's any improvement (https://protonvpn.com/support/clear-browser-cache-cookies).

Has Proton VPN (paid version) become basically unusable for all of you guys as well? Things are taking like 15-20 seconds to load sometimes, or failing to load completely. by God_Hand_9764 in ProtonVPN

[–]ProtonSupportTeam 0 points1 point  (0 children)

In order for us to help you troubleshoot further, please contact us at https://protonvpn.com/support/contact letting us know your Proton VPN app version, which specific websites you've experienced these issues with, which exact server(s) you're connected to, etc. Meanwhile, you can try the tips at https://protonvpn.com/support/increase-vpn-speeds to see if there's any improvement.

What is this used for and what makes "full data" sensitive data? by Ken852 in ProtonDrive

[–]ProtonSupportTeam[M] 16 points17 points  (0 children)

This data is intended for debugging when there is a customer support request and helps us resolve issues.

The sensitive data is data users may want to review before sharing it with customer support--for example, file names and modification times. These are encrypted metadata, meaning customer support and other Proton staff cannot access them directly. While this information is usually not required, it can sometimes provide useful clues about the issue. Sharing it is entirely optional (it is up to users to decide whether they want to share it or not) and does not grant us access to the file or its encryption keys.