Below is a list of common problems you may encounter while logging into your Proton Account and solutions to fix them.
Not all password managers(new window) support our service, especially if you are in two-password mode. If you are using a password manager, please try disabling it for Proton Mail 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 Proton Mail. You can submit a bug report here(new window).
Disable Private Browsing (Safari)
If you’re using Apple’s Safari browswer, make sure it’s not set to Private Browsing(new window). This is the default mode on some devices. Proton Mail does not work with Safari’s Private Browsing because it disables certain browser technologies we require.
Try another browser
If you’re having trouble with your current web browser, please make sure it is updated to the latest version(new window).
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 contact us to report this bug(new window) so we can make Proton Mail compatible with your original browser.
Internet Explorer versions prior to 11 and Safari versions prior to 6 do not support Proton Mail’s cryptography library.
Clear browser cache and restart browser
Sometimes, problems are caused by a corrupted browser cache. To fix this, try clearing your browser cache and then restarting the browser.
Disable browser extensions
If you’re still having trouble logging in, please try logging in through the Private or Incognito(new window) mode of your browser (Safari excluded) or deactivating all extensions.
If this step allows you to log in, 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 Proton Mail. You can contact us(new window) to report problematic extensions.
Known problems with extensions:
- Random Agent Spoofer: “Disable Authorization headers” must be unchecked to use Proton Mail.
You can log in to Proton Mail using either your username johnsmith or with the full domain name firstname.lastname@example.org.
Note, even though Proton Mail 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 Proton Mail Plus(new window) user and have specifically added both addresses to your account.
If you forgot whether your account is .ch or .com, you can contact us(new window) to find out.
If you’re using Proton Mail with a custom domain (e.g. email@example.com), you can log in using either your Proton Mail username or your full custom domain address firstname.lastname@example.org.
If your account belongs to an organization and you only have a non-Proton Mail address (e.g. email@example.com), then you must log in using your full firstname.lastname@example.org address.
Try another platform
Two-factor authentication (2FA) issue
If you have two-factor authentication (2FA)(new window) enabled, you may have 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 none of the above suggestions works, you may need to reset your password(new window). Because of the encryption we use to protect your data, your messages may become unreadable after a password reset.
Contact us or report a bug
If none of the above methods work for you, please contact us(new window) so we can look into the issue further.
We’re 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.