Proton Mail’s security systems automatically detect and flag suspicious behavior that might indicate an attacker is trying to access your account.
If we think it necessary, Proton Mail may take additional measures to block the potential attacker:
1. We may prevent all sign-ins to your account until you can prove your identity with a verification code sent to your recovery email address or phone number.
2. We may require you to change your password once you have logged in to your account. You will be unable to read or send emails until you do this, although emails will still be received into your account.
Depending on the circ*mstances, we may put one or both of these restrictions in place.
How was my account compromised?
An attacker may get your password through one of these methods:
Leaked shared password: If you used your Proton Mail password with a different service, your password might have been leaked or sold if the other account was breached. Your password can’t be leaked from Proton Mail because Proton Mail never stores your password.
Phishing: You entered your password on a website designed to look like Proton Mail.
Keylogger: Your computer or your mobile phone was compromised by malware.
It is also possible for our automated systems to lock you out of your account in error. This can happen if you use another VPN service (not Proton VPN), Tor, or if you are on the same network as someone who has been blocked by Proton for violating our terms and conditions (for example, if you use your work or college WiFi).
How to unlock your account
1. Verification code
Before logging in to your account, you may be asked to enter a code sent to your recovery email address or phone number. This will only happen if:
To log in to your account, simply enter the 6-digit verification code you were sent, and click Verify account.
Once logged into your account, you will need to change your password (see below).
2. Change your account password
When you log in to your account at mail.proton.me(new window), we will prompt you to change your password if we think it has been compromised. This happens whether or not you were asked to enter a verification code before logging in.
Changing your password will log you out of all your other sessions, so the attacker will no longer be able to access your account.
You should change your password as soon as you see the warning above, or you risk allowing the attacker to change your password and completely lock you out of your account. Please get in touch with our Customer Support team(new window) if this happens.
Until you change your password, you will not be able to read emails in your inbox or send emails.
To unlock your account:
1. Click Settings → All settings → Account → Account and password → Passwords → Password → Change password.
2. Enter your old password in the Old password field.
3. Enter your new password in the New password and Confirm new password fields and click Save.
Change your password to a strong password(new window) that you haven’t used before with Proton Mail or any other accounts.
Note that all legitimate emails from Proton will have an Official badge. If an email claims to come from us and doesn’t have this badge, it is likely a phishing attempt.
We may prevent all sign-ins to your account until you can prove your identity with a verification code sent to your recovery email address or phone number. 2. We may require you to change your password once you have logged in to your account.
Sometimes the system wrongly classifies a legitimate account and disables it. Paid accounts can also be disabled if the payment method used has been reported for fraud. Spammers typically use stolen credit cards to pay for Proton Accounts.
Proton Mail temporarily locked my account for security reasons. If we think your account has been compromised, Proton Mail may temporarily lock it as a precaution.
The most common reason your account has been suspended is usually malware infection. Unfortunately, thousands and thousands of websites are infected with malware from hackers every day, and yours was probably one of them. In fact, according to Cybint News, a hacker attack occurs every 39 seconds.
Loss of Access: When an account is suspended, the user loses access to the platform or service associated with the account. This can disrupt communication, impede business operations, or limit the user's ability to connect with others.
No incidents reported. Completed - The scheduled maintenance has been completed. Scheduled - Some Proton VPN servers in Malaysia are currently unavailable.
Make sure JavaScript, sessionStorage, and cookies are enabled. In using Proton Mail in your browser, Proton Mail will not work unless JavaScript, sessionStorage, and cookies are enabled. Sometimes plugins may disable some of these features.
If you are only given the option of email or SMS verification and would like to avoid using email or SMS verification, it is possible to do so by upgrading to a paid plan using PayPal or Bitcoin . We don't save CAPTCHA results.
They will be able to give you a reason for why your account was disabled and provide you with the next steps to make your case to them as to why your account was incorrectly blocked. To make an appeal, contact Google support. Sign in to your Google Account, then follow the steps.
Proton AG — the Swiss company behind Proton Mail, the popular encrypted email service — came under fire in April for complying with a request from Spanish police for information about one of its users — a Catalan pro-independence activist. It's obvious why that was a controversial move.
Geneva-based ProtonMail said in a statement that "the evidence (along with independent third-party assessments) seem to suggest an attack of Russian origin." The company's chief executive Andy Yen told the AFP news agency that the operation "was one of the best-run phishing attacks we have ever seen."
An email message sent from one Proton Mail account to another is automatically encrypted with the public key of the recipient. Once encrypted, only the private key of the recipient can decrypt the message. When the recipient logs in, their mailbox password decrypts their private key and unlocks their inbox.
Bank accounts are typically frozen for suspected illegal activity, a creditor seeking payment, or by government request. A frozen account may also be a sign that you've been a victim of identity theft. Each situation requires specific actions to unfreeze the account.
Account Suspension means suspension of all Transactions in all of the Customer's Wallets by the Administrator if the activity of the Customer is suspicious or in conflict with the provisions of the Agreement or Internal Policies or requirements of the current legislation.
The Company reserves the right to suspend or delete free Accounts that have been inactive for a consecutive period of twelve months. For more information, we invite you to read our inactive account policy.
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