Below is a list of common login problems and solutions to fix them.
Not all password managers support our service, especially if you are in two password mode. If you are using a password manager, please try disabling it for ProtonMail and manually enter the password. If this works, please file a bug report with us describing your password manager and computer so that we can make them work with ProtonMail. You can submit a bug report here. Our list of officially supported password managers can be found here.
Disable Private Mode (Safari)
Safari – Ensure your browser is not set to “Private” mode. This is the default mode on some devices. ProtonMail does not work with Safari’s Private Mode because certain browser technologies we require are disabled by Safari in private mode.
Try Another Browser
If you are having trouble with your current web browser, please make sure it is updated to the latest version. If it is the latest version, please try logging in on a different browser to see if that fixes the login problem. If this solves the login problem for you, please let us know by reporting a bug so we can make ProtonMail compatible with our original browser.
Internet Explorer versions prior to 11 and Safari versions prior to 6 do not support ProtonMail’s cryptography library. You can find the full list of supported browsers here. Some browsers not on that list may also work. You can find our list of recommended browsers here.
Clear Browser Cache and Restart Browser
Sometimes, problems are caused by corrupted browser cache. To fix this, try clearing your browser cache and then restarting the browser. Instructions for how to clear your cache can be found here.
Disable Browser Extensions
If you are still having trouble logging in, please try logging in through the “Private” or “Incognito” mode of your browser (Safari excluded) or deactivating all extensions. If this step allows you to login, please try deactivating each extension one at a time and then test logging in to identify which extension is causing the problem. This information will help us work on making that extension functional with ProtonMail. You can report problematic extensions to us here.
Known Problems With Extensions:
- Random Agent Spoofer – “Disable Authorization headers” must be unchecked to use ProtonMail.
You can log into ProtonMail using either your username ‘johnsmith’ or with the full domain name ‘firstname.lastname@example.org’. Note, even though ProtonMail provides both .ch and .com domain names, if your email address is ‘email@example.com’, it is not possible to log in as ‘firstname.lastname@example.org’ and vice versa, unless of course you are a ProtonMail Plus user and have specifically added both addresses to your account. If you forgot whether your account is .ch or .com, you can contact us to find out.
If you are a user using ProtonMail with a custom domain (e.g. ‘email@example.com’), you can log in using either your ProtonMail username or using your full custom domain address ‘firstname.lastname@example.org’. If your account belongs to an organization and you only have a non-ProtonMail address (e.g. email@example.com), then you must login using the full firstname.lastname@example.org address as your username.
Try an Older Version of ProtonMail
If all of the above is not working for you, one work around is to try an older version of ProtonMail. Currently, the older version of ProtonMail can be accessed here: old.protonmail.com
Try Another Platform
Two Factor Authentication (2FA) Issue
If you have two-factor authentication (2FA) enabled, it could also be a problem with your 2FA code generating device. Try to log in using one of the emergency recovery codes that we provided when you set up 2FA. Also, if the clock of your phone is off by more than 2 minutes, 2FA may not work properly, so you want to make sure the time is set properly on your phone (or sync the time with the network automatically).
Reset Your Passwords
If you have a recovery email address linked to your account, you can also try resetting your login password. It is also possible to reset your mailbox password. Keep in mind that resetting your mailbox password will make all of the previous messages in your inbox unreadable. If you are in One Password Mode, resetting the single password will also make your previous messages unreadable.
Contact Us or Report a Bug
If none of the above methods work for you, please contact us so we can look into the issue further. We can also be reached at email@example.com. We are also interested in hearing from you if any of the above methods fixes your login problem so that we can find the root cause and fix the problem.