ProtonMail Mobile App Troubleshooting Guide

If you are having trouble with your ProtonMail mobile app, please try the following debugging steps to fix the app.

1. If you run into issues, try logging out and logging back in. Closing and re-opening the app may also work.

ProtonMail mobile app menu buttonProtonMail app Sign Out button

2. If issues persist, try clearing the local data cache. This can be down through the settings page as shown below.

ProtonMail app Settings buttonProtonMail app Refresh Local Cache

3. As a last resort, you can uninstall and re-install the application.

4. If you continue to experience issues, please use the report bug feature in the application as described in this link: https://protonmail.com/support/knowledge-base/bug-report-form-within-ios-and-android/

5. If you cannot use the report bug feature, get in touch with us via this link https://protonmail.com/support-form. Please include the following information:

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45 comments

  1. Lane Moore

    I was able to install the new beta app on my tablet running stock android but not on my rooted phone running a number of customizations. After multiple attempts I was not able to install the new beta using the Crashlytics app so I did some research and found some posts on Stack Overflow that solved my issue. It turns out that the Crashlytics app will not install on a device that has a screen dimmer app or an ad blocker. I had both! I use Adgard to block ads and f.lux to adjust my screen brightness. Disabling those allowed me to install the new beta. I think it would be a good idea to add notes on this to the troubleshooting guide.

  2. Paul

    I cant login to my android Protonmail after setting up a pc account. It says Unknown or incorrect username or password when I know its 100% correct

  3. ProtonMail Support

    Hi,
    Can you please contact us at contact@protonmail.com?

  4. Anonymous

    cannot log in to my email account. When I click on Log In all it does is: the symbol is going around and”Loading ProtonMail” is all it’s doing. I have walked away and went to do other things, come back and that is still all happening; I have went out and come back, and still the same thing, I have turned the computer off and back on and it still does the same. Can and will someone help with this issue?

  5. ProtonMail Support

    Please contact our support team at contact@protonmail.ch, support@protonmail.ch, via the report bug button or using the support form at https://protonmail.com/support-form.

  6. ProtonMail Support

    Hi,
    Sorry to hear that. Can you please contact us at contact@protonmail.com?

  7. Chris

    I keep getting that my message is rejected by the server. Why?

  8. ProtonMail Support

    Please contact us on contact@protonmail.ch or via the report bug button for assistance.

  9. SC

    I am not able to log into IOS app – it repeatedly states “Authentication Failed Wrong username or password” however I am certain that I am using correct UN and pW

  10. ProtonMail Support

    Can you please send the details to contact@protonmail.com?

  11. william

    can i change how often protonmail app on android checks for mail or is it set to constantly keep checking

  12. ProtonMail Support

    At this moment it is not possible to do this. We will look into it, and check if the feature can be added in the future.

  13. william

    thanks most email apps have that feature so it would be nice

  14. M. Robinson

    Where are the attachments being downloaded to?

  15. ProtonMail Support

    You will probably find the downloaded attachments in the Download folder.

  16. David Buckley

    Running the latest Nougat on Motorola ZForce Droid downloads are NOT in “downloads”. Can’t find them. Where do you think they are?

    I’m looking for pdf’s that downloaded and offered app choice to view but files can’t be found.

    Also, recovery email shows on desktop but not populated at all in mobile.

    Thanks for Protonmail.

  17. ProtonMail Support

    There have been some updates to our Android app. Please update to the latest version and if you are still experiencing this issue, contact our support team at contact@protonmail.ch, via the report bug button or using the support form at https://protonmail.com/support-form.

  18. protonuser432

    I’m noticing that if I log into my account online, I see 20 or so archived messages – but on the app, it only shows 3 messages? Anyone else having this problem? I’ve logged in/out.. killed the app, reinstalled it, etc, etc. and it keeps showing the same behavior. I’m on ios 9.3.5 and protonmail version 1.5.3 (1702)

  19. ProtonMail Support

    This will be fixed in the next release of the mobile app.

  20. smiley

    Is Protonmail compatible with Thunderbird email client for Linux?

  21. ProtonMail Support

    You can set up your ProtonMail account in Thunderbird once our Bridge app is released. Please note that only premium accounts can be set up in the Bridge.

  22. Jonathan David Bass

    How can I get into my account when it’s telling me my password is wrong a d I have no recovery address

  23. ProtonMail Support

    Please contact our support team at contact@protonmail.com or using the support form at https://protonmail.com/support-form.

  24. xeno

    How can I undo the two-factor authentication on my protonmail account?
    I cannot scan a barcode and/or enter a code generated by DUO or Google Authenticator to set-up my account after my phone got reset.

  25. ProtonMail Support

    Please use the codes you received when setting up the 2FA. If you need any assistance please contact our support team at contact@protonmail.com or using the support form at https://protonmail.com/support-form.

  26. kaitlyn George

    I just joined, but cannot access welcome tutorial

  27. Art Morris

    Downloaded protonmail bridge, but cant get past sign in screen. Will not let me replace “Benjerry”

  28. ProtonMail Support

    Please take a look at the setup instructions at https://protonmail.com/bridge/install#1. If you are still having trouble setting up the Bridge, please contact our support team at contact@protonmail.com or using the support form at https://protonmail.com/support-form.

  29. Ahmed

    Address not found
    Your message wasn’t delivered to (email hidden) because the address couldn’t be found, or is unable to receive mail.

  30. Amanda

    I need to log out off my app in iPhone but I have forgot my passwords ect to log back in? Please help, thank you.
    I think I may know it but it seems too short on the app for the one I have stored.

  31. ProtonMail Support

    If you need any assistance please contact our support team at contact@protonmail.com or using the support form at https://protonmail.com/support-form.

  32. Jeremy Siegfried

    I have 2 proton email accounts that have been compromised. Both of these email address have had their passwords changed by someone else. i am unable to reset 1 of the accounts; but the other email account I I can not rescue because I did not set up a reset email address to recover the account!

    The 2 email accounts compromised are: (hidden) & the other is: (hidden)

    Please help. you can text me @ (hidden) email or phone
    thank You!

  33. ProtonMail Support

    Please contact our support team at contact@protonmail.com or using the support form at https://protonmail.com/support-form.

  34. Gwen

    I am emailing people. They are not getting it

  35. ProtonMail Support

    Please contact our support team at contact@protonmail.ch, via the report bug button or using the support form at https://protonmail.com/support-form.

  36. Swiss Celtic

    Where can I change the encrypted key to the stronger one? I choosed the wrong one as I created my account. Thank you.

  37. ProtonMail Support

    This cannot be done at the moment. This option will be available in the future.

  38. Brian

    I am not able to log into IOS app – it repeatedly states “Authentication Failed Wrong username or password” however I am certain that I am using correct UN and pW

    This the exact same problem another user posted

  39. ProtonMail Support

    Please contact our support team at contact@protonmail.ch, via the report bug button or using the support form at https://protonmail.com/support-form.

  40. Tania Nunes de Sá

    Não consigo recuperar o meu email antigo e também não consigo criar um novo. Como proceder?

  41. ProtonMail Support

    Please contact our support team at contact@protonmail.com or using the support form at https://protonmail.com/support-form for help with both issues.

  42. kodi download

    Can I download ProtonMail Mobile App on my window phone and laptop???

  43. ProtonMail Support

    Unfortunately, we do not have a Windows Phone app. You can access ProtonMail on your laptop via our web client, or using a desktop email client via the ProtonMail Bridge (https://protonmail.com/bridge/) for premium users.

  44. Ian

    hello,
    when using the Android app i can only log into one account, but i have 2 one is proton.ch and the other is proton.com is the a way to access both on the app?

  45. ProtonMail Support

    The Android app does not support logging into multiple ProtonMail accounts at the same time. If you have multiple alias addresses in one account, they all share the same mailbox and you can read messages for all addresses without the need to log in to a different account.

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