ProtonMail Webmail Troubleshooting Guide

ProtonMail works tirelessly to ensure your secure email works seamlessly with as many browsers as possible. Your specific browser may be the reason why you are seeing an error while using ProtonMail. Please complete all applicable steps prior to contacting ProtonMail support. The following steps are designed to help you get back to running ProtonMail error free as quickly as possible.

Desktop and Mobile

All Browsers

Safari Only

Mobile Specific

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52 comments

  1. Anonymous

    Firefox 45 :
    After a long search through addons and prefs, it appeared that :
    user_pref(“browser.history.allowPushState” must be set to true in order to access mailbox

  2. pib

    I get ‘Too many failed login attempts’ when in fact I’ve made none. I use IP Vanish with The Tor Project browser. This morning I did a successful login but the message folder was just completely unresponsive so I just grabbed a new Tor identity and got the above error. So now I’m stuck. I’ll wait until tomorrow to see if it clears as I hate using standard browsers as they are now completely unsafe if you value your privacy.

  3. ProtonMail Support

    Hi,
    Can you please send us all the details at contact@protonmail.com? It is possible that someone else tried to gain access to your account.

  4. Kaffir

    I want to empty the trash, to delete all messages in trash. The ‘trash’ button does not function.

    Please advise.

  5. ProtonMail Support

    Please contact us on contact@protonmail.ch or via the Report Bug button.

  6. Rob Abbema

    login states: your invitation has been sent but you haven’t set up your proton account.

    Please let me know how to continue. The user is ‘rabbema’ and the email address is rabbema@yahoo.com

  7. ProtonMail Support

    We have just resent you an invite. Please make sure to check all your folders, including the spam folder.

  8. Luis

    I can’t login to my account :'(

  9. ProtonMail Support

    Please contact us via the Report bug button, or on contact@protonmail.ch

  10. luk

    Got a “invalid_token” message – all passwords are fine as I am usign password managers. What is going on here?

  11. ProtonMail Support

    Sorry to hear that. Can you please contact us using the Report Bug button or at contact@protonmail.com, so we can try and help you. You can also check out this link for the password managers: https://protonmail.com/support/knowledge-base/password-managers/

  12. Heather

    I had problems logging in to my account, reset my password, and now can’t log in due to “too many failed attempts”. How long do I have to wait until I can try logging in again, or am I just permanently locked out now?

  13. ProtonMail Support

    You will be un-banned in the next few hours. Can you please try again later and let us know if you are able to access your account?

  14. rich

    joined with irepoyou@proton and I have two different possible passwords written down. Is one a password and one to decript ? When i try to get an email to reset password but its saying my recovery email is wrong? I only have 2 other emails that it could be and neither will work? I can give you what passwords i have?

  15. ProtonMail Support

    Both passwords are used, first the login password, and then the mailbox password. Please contact us on contact@protonmail.ch for assistance.

  16. shiju VP

    Could you please resend my invitation

    Email: shiju.em@gmail.com

  17. ProtonMail Support

    We have just resent you the invite.

  18. Ruhel Chisty FRACI CChem A

    My account disable ,Stop Now I can NOT use my rchisty2016@protonmail.com
    I am getting message my account disable due to abuse , fraud
    Thanks Truly Ruhel Chisty FRACI CChem A, MRSC CChem A Mobile 0091-9649006678 Email rchisty84@gmail.com,rchisty20082@gmail.com

  19. ProtonMail Support

    Please contact us at abuse@protonmail.com.

  20. ALBERTO CARIAGA

    PROTON MAIL DEDUCTED $54.96 FROM MY BANK ACCOUNT, HOW DO I KNOW I HAVE PROTON PLUS?

  21. ProtonMail Support

    Can you please contact us at contact@protonmail.ch and provide your ProtonMail account?

  22. ALBERTO CARIAGA

    proton email deducted $54.96 from my bank account, how do I know I have proton email plus?

  23. ProtonMail Support

    Can you please contact us at contact@protonmail.ch? Are you not seeing a ProtonMail Plus in the upper right corner?

  24. C

    My prontomail is rejecting any email that’s being sent to me. I’ve tried to send email to myself from gmail and get the following error message:

    Technical details of permanent failure:
    Google tried to deliver your message, but it was rejected by the server for the recipient domain prontomail.com by mx1.emailsrvr.com. [173.203.187.1].

    The error that the other server returned was:
    550 5.7.1 Relay access denied (G8)

  25. ProtonMail Support

    Can you please contatc us at contact@protonmail.ch with more details?

  26. C

    Sorry, submitted the incorrect email.

  27. David Westler

    How to set my Protonmail.ch account on Amazon Kindle Fire?

  28. ProtonMail Support

    We can only provide support for your ProtonMail account. If you need assistance please contact us on contact@protonmail.ch or via the Report bug button.

  29. Badr

    Hey Please Can you Make a service for SMTP because it’s good for marketing and serivce and he help for chossing a plan gold for “Unlimited Sending ” because the webmail in protonmail the limit for email is 25 adress email .

  30. ProtonMail Support

    We will consider your suggestions, and check if these can be added in the future.

  31. Anne Burns

    I cannot open attachments sent to me in my Protonmail account. I use Safari and am on Mac. I’m new to ProtonMail, apologies, could anyone help?

  32. ProtonMail Support

    Can you please follow this link: https://protonmail.com/support/knowledge-base/problems-with-attachments/? If this doesn’t help please try another browser or contact us at contact@protonmail.ch.

  33. Steve Clifford

    Dear Sir/Madam
    I am having a problem with emails being returned undelivered Please could you help
    Thanks

  34. ProtonMail Support

    Can you please contact us at support@protonmail.ch?

  35. Anonymous

    How long does ProtonMail block you from an account after multiple failed logins?

  36. ProtonMail Support

    It should not be more than an hour or two.

  37. CJ

    Is there a way to delete / time out an email after it has been opened by the recipient?

  38. ProtonMail Support

    Currently we have only the expiration option set to the emails: https://protonmail.com/support/knowledge-base/expiration/. We will consider adding this in the future.

  39. Oscar

    From Outlook mail to ProtonMail it seems that it can’t deliver the massage, why is that?!

  40. ProtonMail Support

    Are you receiving any bounce back messages? If so, please forward them to contact@protonmail.com.

  41. Tara

    I set up an account for my husband. We used his cell phone to receive the HUMAN proof code. After, he wanted to change his password. Everything went well until he got to the HUMAN part. It rejected his phone number because that had already been used. When he tried his backup e-mail, which is a hotmail account, it told him that domain was not available. What gives? If we use my number to get the code, will I later have the same problem?

  42. ProtonMail Support

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

  43. Rakesh Jain

    i am unable to read any message in my mail box. i tried in my Ipad with Protonmail app and on windows on webmail too.it shows “Unable to decrypt message” Kindly do the needful

  44. ProtonMail Support

    Can you please send us the details at contact@protonmail.com? Did you reset your Mailbox password recently? If so, resetting your Mailbox Password is permanent, and will render all encrypted messages in your inbox to be permanently encrypted: https://protonmail.com/support/knowledge-base/resetting-mailbox-password/

  45. Robert

    I am not receiving email. Had two important documents sent which were never received.

  46. ProtonMail Support

    Hi Robert,
    Are you having trouble to receive messages from certain domains? Did you check your spam folder? Please contact us at contact@protonmail.com.

  47. Halayna N. Dozier

    I would like to cancel my order to proton mail. It does not seem to be able to connect with my server without an IMAP address, which I do not have. And it is to be used in an internet marketing sales funnel, and it will not connect with SendGrid. So please do not charge my credit card and cancel my account. Thank you.
    NHDozier

  48. ProtonMail Support

    We apologize for the inconvenience. We are planning to support IMAP in the near future.
    Can you please contact us at contact@protonmail.com?

  49. Lenid

    How to display date and time in row layout?

  50. ProtonMail Support

    The date/time is displayed at the right side of the row, when you are in row view.

  51. Mark Grayson

    I do not see a print option in my proton email. Where is this located?

  52. ProtonMail Support

    You can locate the print option under the more arrow when you open the message. This is in the upper right corner, next to the Reply/Reply All/Forward buttons.

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