Self Troubleshooting

Proton Mail Support</a> If you still require assistance, please contact our support team through the button below. "],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"filePreview"],"label":[0,"File-preview"],"product":[0,"drive"],"contactFormCategoryMapping":[0,"Proton Drive"],"questions":[1,[[0,{"id":[0,"iOSfilePreviewProblems"],"label":[0,"iOS file preview problems"],"content":[0,"Would you mind clearing the cache from the application to see if that resolves the issue? To clear the cache, simply navigate to Settings > Clear local cache. After clearing the cache, please log out and log back into the app. If the issue persists, can you please completely reinstall the Proton Drive application? In case the problem is not resolved, you will need to contact us so we can further investigate why this is happening. When contacting us, let us know if you attempted the debugging steps from above, and provide us with the requested information below. What is the type of the file you are encountering preview issues with? Can you let us know if this is happening with specific file types or any others as well? Are these files displayed properly on the Proton Drive web app (<a rel=\"noopener noreferrer\" target=\"_blank\" href=https://proton.me/"https://drive.proton.me//">drive.proton.medrive.proton.meyourdomain.comyourname@yourdomain.com). To do this, you must have a paid Proton Mail plan. The number of custom domains you can use with Proton Mail depends on your plan. <ul><li>Proton Mail Plus: 1 custom domain</li><li>Proton Unlimited: 3 custom domains</li><li>Proton Visionary (legacy users only): 10 custom domains</li><li>Proton Mail Essentials: 3 custom domains</li><li>Proton Business: 10 custom domains (by default with the option to add more) </li></ul>To add the custom domain to your account, please follow the steps below: <ul><li>Select Settings > Go to settings > Proton Mail > Domain names > Add domain.</li><li>Enter your domain name and click "Next". You might be asked to re-enter your Proton password for security reasons. </li></ul>You can find out more information and visual help regarding this topic at the following link: <a href=https://proton.me/"/support/es-419/custom-domain/">https://proton.me/support/custom-domain
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"verifyCustomDomainRecordsAntiSpoofing"],"label":[0,"Verify custom domain records & anti-spoofing"],"content":[0,"1. The first thing you have to do after adding a custom domain name is to show Proton Mail that you control this domain. You can do this by adding a TXT record with a unique code that Proton Mail has generated to your domain’s DNS records in your registrar’s domain management portal. Once you click Next, you will be taken to the Verify tab. You can also reach it from Settings → Go to settings → Proton Mail → Domain names → Domain by clicking on the Actions → Review button and selecting the Verify tab. In the Verify tab, your Host Name (@) and TXT verification record are shown to the right of your newly added domain. Click on the small Copy icon to the left of the TXT verification record to copy it to your clipboard. You can then paste it into your registrar’s domain management portal. Wait a few minutes, then click Next to trigger a DNS check by our servers. If it succeeds, you can now move on to the next steps. If it didn’t succeed, don’t worry; our servers may still be reading old cached DNS records. If your DNS entry page doesn’t allow you to add @ as the hostname, try leaving this field blank when you enter the Proton Mail verification information. Alternatively, some hosting providers might require you to enter your domain name here. Some hosting providers don’t provide a field for the “Host/Name”. In this case, please provide all other information and ignore the “Host/Name” in the Verify step. Wait an hour and come back to the same page to see if it has succeeded. This can take up to a day, depending on your TTL setting. Check the following support article for additional details: <a href=https://proton.me/"/support/es-419/custom-domain/">https://proton.me/support/custom-domain
2. The next record that you will need to set up on your custom domain is the MX record. The Proton Mail MX records that you need to set up for your custom domain in your DNS settings are the following: TYPE HOSTNAM VALUE / DATA / POINTS TO PRIORITY<ul><li>MX @ <a rel=\"noopener noreferrer\" target=\"_blank\" href=https://proton.me/"https://mail.protonmail.ch//">mail.protonmail.chmailsec.protonmail.chmail.protonmail.chemail headers</a> as a DKIM signature. The receiving server will verify the email contents by looking up the corresponding public key in your domain’s DNS records, decrypting the encrypted hash, and calculating a new hash based on the email contents it received. It then compares the decrypted hash to the new hash. If there is a match, then the email has not been tampered with, and so DKIM passes. Otherwise, DKIM fails, and the email is treated with suspicion. In your browser, please log into your Proton Mail account and go to Settings → Go to settings→ Organization → Domain names → Actions column → Review button next to the domain you want to add a DKIM record for. Select the DKIM tab. Here you will see the three host names and values that you will need to add to your domain’s DNS settings. Once you have added these records, Proton Mail will handle the rest for you. Following current security best practices, we will generate a new 2048-bit key every six months and use it to sign your emails. The CNAME records you add to your domain’s DNS settings must be an exact match with the ones shown in your setup wizard. Once we detect these records in your DNS, the DKIM tab will show a green tick icon. We will then notify you and start signing outgoing emails from your custom domain with DKIM, just like we do for other Proton Mail addresses. IMPORTANT: Some registrars do not accept CNAME values with a period at the end (while others require it). If your registrar does not accept your CNAME records, delete the period at the end of each CNAME value and try again. In your browser, log in to your Proton Mail account and go to Settings → Go to settings→ Organization → Domain names → Actions column → Review button next to the domain you want to add a DMARC record for. For the DMARC record, the “p=” value specifies the action to take for emails that fail DMARC. The default setting is “none”. This basically means even if an email fails SPF or DKIM, your server will still accept the email as usual. However, to improve your security we recommend setting this value to “p=quarantine”, which tells the receiving server to send failed emails to the spam folder. Once you are confident that your legitimate emails are passing DMARC, you may want to set it even more aggressively to “p=reject”. This tells the receiving server to not accept failed emails. We recommend using “p=reject” if you think you are likely to be a target for email spoofing. Another parameter is “rua=”, which specifies an email address where other email services can send aggregate reports so you can see how many of your emails are failing DMARC."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"whatIfYourDomainRecordsFail"],"label":[0,"What if your domain records fail (TXT, MX, SPF, DKIM, DMARC)"],"content":[0,"If you are unable to verify your domain successfully, please check if you have DNSSEC enabled but misconfigured. Here's an example website where you can check this - <a rel=\"noopener noreferrer\" target=\"_blank\" href=https://proton.me/"https://www.hardenize.com//">https://www.hardenize.comhttps://intodns.com/https://mxtoolbox.com/mail.protonmail.chmailsec.protonmail.chhttps://proton.me/support/anti-spoofing-custom-domain

In case you are having issues to configure the DKIM/CNAME record, there are three possible reasons the DKIM check could fail: 1. You have entered an incorrect CNAME value into your domain’s DNS settings. This is unlikely if you copy and paste the values from our Edit domain setup page, but it’s always worth checking. Go to Settings -> Overview -> Manage account (in the sidebar to the right of the page) -> Organization -> Custom domains -> Actions -> Review button -> DKIM tab to see the required values. The CNAME records you add to your domains’ DNS settings must be an exact match with the ones shown in your setup wizard. 2. Some registrars do not accept CNAME values with a period at the end. While others require it. If your registrar does not accept your CNAME records with a period at the end, please delete the period at the end of each CNAME value and try again. 3. You have an existing DKIM as a TXT record that must be deleted. If you have previously configured manual DKIM key rotation for your domain using a TXT record, you need to remove this record from the DNS settings before entering the CNAME records. You need to reconfigure your DNS settings with CNAME records because they allow Proton Mail to set up automatic key rotation, while your current TXT record does not. Once you have deleted this TXT record, you can follow the instructions for new users. DKIM will stop signing your emails once you delete the TXT record. To maintain DKIM protection, you should enter your CNAME Host Names and values into your DNS settings immediately."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"subUsersAndOrganizations"],"label":[0,"Sub-users and organizations"],"content":[0,"If you have a <a href=https://proton.me/"/es-419/business/plans/">Proton for Business plan</a> or legacy Proton Visionary plan, you can enable multi-user support and create an organization. To create an organization with any Proton for Business plan, you must: 1. Add at least one user to your plan. <a href=https://proton.me/"/support/es-419/add-remove-users/">Learn how to add users and addresses to your plan</a> 2. Connect a custom domain to your account. <a href=https://proton.me/"/support/es-419/custom-domain/">Learn more about how to connect a custom domain</a> 3. Enable multi-user support: Log in to your Proton Account at <a rel=\"noopener noreferrer\" href=https://proton.me/"https://account.proton.me/login/">account.proton.me and go to Settings → Go to Settings → Organization → Multi-user support, and click Enable multi-user support. This enables multiple users to have email addresses using your custom domain. 4. Enter your password and click Authenticate to confirm. 5. Pick a name for your organization, which will be visible to the people you add to your organization. Click Submit. 6. Select your organization’s encryption key strength. This key will be used to encrypt all data in your organization users’ accounts (except your <a href=https://proton.me/"/support/es-419/private-users/">private user</a> accounts), giving you access to the data while preventing Proton Mail from accessing it. Click Submit once you have made your choice. We recommend leaving the default option (State of the art ECC Curve25519) unless you have a reason to change it (for example, compatibility with legacy software). 7. Set a password for your organization. This protects your key from Proton Mail, so you must not lose or forget this password. It’s the only way you can access your organization in the future. Click Submit when you’re done. Warning: If you lose this password, you won’t be able to modify your organization’s settings. <a href=https://proton.me/"/support/es-419/organization-key/">Learn more about organization passwords and keys</a> 8. Allocate storage space to your administrator account. The amount of storage space you have available is determined by your plan."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"differencesBetweenAddressesAliasesAndSubUsers"],"label":[0,"Differences between addresses, aliases, and sub-users"],"content":[0,"Each paid user has the ability to create at least 10 additional addresses to their account. You can add additional addresses in Settings > Identity and addresses > and then from the Add address button. Alias addresses share the same mailbox and login credentials and they can be created with either the ProtonMail domains (protonmail.com/protonmail.ch/proton.me/pm.me) or with your custom domain. You can learn more at the following link: <a rel=\"noopener noreferrer\" target=\"_blank\" href=https://proton.me/"https://protonmail.com/support/knowledge-base/addresses-and-aliases//">https://proton.me/support/addresses-and-aliases/https://proton.me/support/using-folders-labels
https://proton.me/support/email-inbox-filters

On the plans for Business, you can also create users ( sub-users ). Users are basically custom domain addresses that have separate login credentials and mailboxes. Therefore, in order to create users, you must own at least one custom domain, and configure it with your Proton account. You can visit the links below to learn how to create your organization and users. <a rel=\"noopener noreferrer\" target=\"_blank\" href=https://proton.me/"https://protonmail.com/support/knowledge-base/creating-an-organization//">https://proton.me/support/creating-an-organization/https://proton.me/support/add-users-organization

If you wish to add users without using a custom domain (invite existing Proton accounts), you can achieve this by subscribing to our Family plan: <a href=https://proton.me/"/support/es-419/get-started-proton-family/">https://proton.me/support/get-started-proton-family
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"sendingAndReceivingMessages"],"label":[0,"Sending and receiving messages"],"product":[0,"mail"],"contactFormCategoryMapping":[0,"Email delivery and Spam"],"questions":[1,[[0,{"id":[0,"sendingAndReceivingTroubleshooting"],"label":[0,"Sending and receiving troubleshooting"],"content":[0,"If you experience issues with sending or receiving messages, please try the following steps: Sending messages: Please consider asking the recipient to check their Spam and All Mail folder to see if they will manage to locate your message there. Try sending yourself a message to another address just as a test to check if it is going to arrive successfully. Ask the potential recipient to send you a message first so you can try replying to it and see if it's going to be delivered successfully. If there is anything specific about the email that you are trying to send such as attachments or links, please consider trying to send it without them to see if that works first. In case you are encountering any bounce-back/error messages upon sending the e-mail, you could forward it to us for further investigation. Receiving messages: Please try checking your Spam and All Mail folder to see if you will manage to locate the message there. Try sending yourself a message from another address that you might own just as a test to check if it is going to arrive successfully. Make sure that you have enough free storage under your account in order to be able to receive messages. You can check this in the bottom left corner upon logging in when using the web app. Check if you have the sender's address added to your block list by mistake in Settings → Go to settings → Proton Mail → Filters → Spam and block list. Additionally, you could check if you have any custom filters set up under your account. You can check this by navigating to Settings > Go to Settings > Filters tab. If that doesn't help, please ask the sender if they are encountering any bounce-back/error messages upon sending you the e-mail and forward the information to us for further investigation."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"sendingAndReceivingMessagesLimitations"],"label":[0,"Sending and receiving messages limitations"],"content":[0,"Sending limits help to protect Proton Mail’s IP reputation and ensure all messages sent from Proton Mail are delivered to your recipient’s inbox — not their spam folder. If you are on a Proton Free plan, you have a sending limit of 50 emails an hour and a total of 150 emails per day. If you are on a paid plan, your sending limit will change based on the reputation of your Proton Mail account (explained below). However, the maximum number of recipients you can add to an email is 100. Ten recipients (any email address added to the To, CC, and BCC fields) for an email counts as 10 unique emails. Keep in mind that Proton Mail is not designed for bulk mailing and that sending spam is a violation of Proton Mail’s terms and conditions, making your account subject to review and possible termination. More information can be found on the following link: <a href=https://proton.me/"/support/es-419/email-sending-limits/">https://proton.me/support/email-sending-limits.

Additionally, please note that the maximum size per email is 25 MB. The same applies to receiving e-mails as well."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToBlockUnwantedEmail"],"label":[0,"How to block unwanted email"],"content":[0,"You can block an unwanted email by following the steps below: <ol><li>Sign in to your Proton Account at <a rel=\"noopener noreferrer\" href=https://proton.me/"https://account.proton.me/mail/">account.proton.me/mail
Open the email from the sender you'd like to block</li><li>Select the sender's name and address in the From: field and click "Block messages from this sender" in the drop-down menu</li><li>Select Block to confirm </li></ol>All incoming emails from this sender are now automatically blocked. A detailed explanation can be found in the following support article: <a href=https://proton.me/"/support/es-419/block-sender/">https://proton.me/support/block-sender
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"spamFilteringAllowAndBlockLists"],"label":[0,"Spam filtering, Allow and Block lists"],"content":[0,"Proton Mail uses a smart spam detection system to automatically filter messages to your Spam folder or inbox and custom folders. We are constantly improving our spam filtering system, but some spam messages may slip through our filters, and some legitimate messages may be mislabeled as spam. To view all custom existing spam filters and add new ones, sign in to your account at account.proton.me/mail/login and click Settings → Go to settings → Proton Mail → Filters → Spam and block list. The Spam and block list is categorized into three tabs: Spam, Not spam, and Blocked: <ul><li>Spam list: Addresses added to your Spam list will arrive in your Spam folder.</li><li>Not spam list: If you want to allow emails from certain addresses, mark them as “not spam”.</li><li>Blocked list: Addresses in the Blocked list will never be delivered to your inbox. </li></ul>To add an address to your Spam list: <ol><li>Sign in to Proton Mail at account.proton.me/mail/login.</li><li>Select Settings → Go to settings → Proton Mail → Filters → Spam and block list.</li><li>Under Add address, select Spam.</li><li>Choose either Email or Domain as the Address type, enter the address or domain, and click Save. </li></ol>To add an email address or domain to your Allow list: <ol><li>Sign in to Proton Mail at account.proton.me/mail/login</li><li>Select Settings → Go to settings → Proton Mail → Filters → Spam and block list.</li><li>Under Add address, select Not Spam.</li><li>Choose either Email or Domain as the Address type, enter the address or domain, and click Save. </li></ol>To add an email address to your Block List: <ol><li>Sign in to Proton Mail at account.proton.me/mail/login</li><li>Select Settings → Go to settings → Proton Mail → Filters → Spam and block list.</li><li>Under Add address, select Block.</li><li>Enter the email address you’d like to block and click Save</li></ol>"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToAvoidReceivingSpamMessages"],"label":[0,"How to avoid receiving spam messages"],"content":[0,"Unfortunately, there is no way to absolutely stop spam messages. Most of them use random email addresses and send messages in bulk. If you haven't registered on some suspicious website and are certain that no one else has used your email address, then they are sending to random addresses and one of them is yours. If you are receiving marketing messages that you would rather not receive, it is best to unsubscribe from the email list rather than moving the message to your Spam folder. You will find an unsubscribe link at the bottom of most marketing emails. If you do not see one, you can log into your Proton Mail account from the web app (<a href=https://proton.me/"/es-419/">https://proton.me/) where you can see the unsubscribe button on the newsletter messages. To help protect your email from unwanted messages in the future, please refer to the following knowledge base article: <a href=https://proton.me/"/support/es-419/avoid-spam/">https://proton.me/support/avoid-spam

Furthermore, you can always add individual email addresses to the Block list, and messages from these email addresses or domains in the Block list will never reach your mailbox. To add an email address or domain to your Block List: <ol><li>Sign in to Proton Mail at account.proton.me/mail/login</li><li>Select Settings → Go to settings → Filters → Spam and block list.</li><li>Under Add address, select Block.</li><li>Choose either Email or Domain as the Address type, enter the address or domain, and click Save. </li></ol>To learn more about this, please visit the following link: <a href=https://proton.me/"/support/es-419/spam-filtering/">https://proton.me/support/spam-filtering

Additionally, if you are experiencing an "Email bomb" which is a kind of online attack where the attacker sends a massive amount of emails to a specific address or computer network in order to overflow the inbox of the recipient, we suggest setting up a sieve filter. You can find out more information and certain examples <a href=https://proton.me/"/support/es-419/email-bomb-mitigation/">here.
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"customDomain"],"label":[0,"Custom domain"],"product":[0,"business"],"contactFormCategoryMapping":[0,"Custom email domain"],"questions":[1,[[0,{"id":[0,"howToSetUpCustomDomain"],"label":[0,"How to set up a custom domain"],"content":[0,"If you’ve purchased a custom domain from a certain Domain registrar (such as <a rel=\"noopener noreferrer\" target=\"_blank\" href=https://proton.me/"https://yourdomain.com//">yourdomain.comyourname@yourdomain.com). To do this, you must have a paid Proton Mail plan. The number of custom domains you can use with Proton Mail depends on your plan. <ul><li>Proton Mail Plus: 1 custom domain</li><li>Proton Unlimited: 3 custom domains</li><li>Proton Visionary (legacy users only): 10 custom domains</li><li>Proton Mail Essentials: 3 custom domains</li><li>Proton Business: 10 custom domains (by default with the option to add more) </li></ul>To add the custom domain to your account, please follow the steps below: <ul><li>Select Settings > Go to settings > Proton Mail > Domain names > Add domain.</li><li>Enter your domain name and click "Next". You might be asked to re-enter your Proton password for security reasons. </li></ul>You can find out more information and visual help regarding this topic at the following link: <a href=https://proton.me/"/support/es-419/custom-domain/">https://proton.me/support/custom-domain
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"verifyCustomDomainRecordsAntiSpoofing"],"label":[0,"Verify custom domain records & anti-spoofing"],"content":[0,"1. The first thing you have to do after adding a custom domain name is to show Proton Mail that you control this domain. You can do this by adding a TXT record with a unique code that Proton Mail has generated to your domain’s DNS records in your registrar’s domain management portal. Once you click Next, you will be taken to the Verify tab. You can also reach it from Settings → Go to settings → Proton Mail → Domain names → Domain by clicking on the Actions → Review button and selecting the Verify tab. In the Verify tab, your Host Name (@) and TXT verification record are shown to the right of your newly added domain. Click on the small Copy icon to the left of the TXT verification record to copy it to your clipboard. You can then paste it into your registrar’s domain management portal. Wait a few minutes, then click Next to trigger a DNS check by our servers. If it succeeds, you can now move on to the next steps. If it didn’t succeed, don’t worry; our servers may still be reading old cached DNS records. If your DNS entry page doesn’t allow you to add @ as the hostname, try leaving this field blank when you enter the Proton Mail verification information. Alternatively, some hosting providers might require you to enter your domain name here. Some hosting providers don’t provide a field for the “Host/Name”. In this case, please provide all other information and ignore the “Host/Name” in the Verify step. Wait an hour and come back to the same page to see if it has succeeded. This can take up to a day, depending on your TTL setting. Check the following support article for additional details: <a href=https://proton.me/"/support/es-419/custom-domain/">https://proton.me/support/custom-domain
2. The next record that you will need to set up on your custom domain is the MX record. The Proton Mail MX records that you need to set up for your custom domain in your DNS settings are the following: TYPE HOSTNAM VALUE / DATA / POINTS TO PRIORITY <ul><li>MX @ <a rel=\"noopener noreferrer\" target=\"_blank\" href=https://proton.me/"https://mail.protonmail.ch//">mail.protonmail.chmailsec.protonmail.chmail.protonmail.chemail headers</a> as a DKIM signature. The receiving server will verify the email contents by looking up the corresponding public key in your domain’s DNS records, decrypting the encrypted hash, and calculating a new hash based on the email contents it received. It then compares the decrypted hash to the new hash. If there is a match, then the email has not been tampered with, and so DKIM passes. Otherwise, DKIM fails, and the email is treated with suspicion. In your browser, please log into your Proton Mail account and go to Settings → Go to settings→ Organization → Domain names → Actions column → Review button next to the domain you want to add a DKIM record for. Select the DKIM tab. Here you will see the three host names and values that you will need to add to your domain’s DNS settings. Once you have added these records, Proton Mail will handle the rest for you. Following current security best practices, we will generate a new 2048-bit key every six months and use it to sign your emails. The CNAME records you add to your domain’s DNS settings must be an exact match with the ones shown in your setup wizard. Once we detect these records in your DNS, the DKIM tab will show a green tick icon. We will then notify you and start signing outgoing emails from your custom domain with DKIM, just like we do for other Proton Mail addresses. IMPORTANT: Some registrars do not accept CNAME values with a period at the end (while others require it). If your registrar does not accept your CNAME records, delete the period at the end of each CNAME value and try again. In your browser, log in to your Proton Mail account and go to Settings → Go to settings→ Organization → Domain names → Actions column → Review button next to the domain you want to add a DMARC record for. For the DMARC record, the “p=” value specifies the action to take for emails that fail DMARC. The default setting is “none”. This basically means even if an email fails SPF or DKIM, your server will still accept the email as usual. However, to improve your security we recommend setting this value to “p=quarantine”, which tells the receiving server to send failed emails to the spam folder. Once you are confident that your legitimate emails are passing DMARC, you may want to set it even more aggressively to “p=reject”. This tells the receiving server to not accept failed emails. We recommend using “p=reject” if you think you are likely to be a target for email spoofing. Another parameter is “rua=”, which specifies an email address where other email services can send aggregate reports so you can see how many of your emails are failing DMARC."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"whatIfYourDomainRecordsFail"],"label":[0,"What if your domain records fail (TXT, MX, SPF, DKIM, DMARC)"],"content":[0,"If you are unable to verify your domain successfully, please check if you have DNSSEC enabled but misconfigured. Here's an example website where you can check this - <a rel=\"noopener noreferrer\" target=\"_blank\" href=https://proton.me/"https://www.hardenize.com//">https://www.hardenize.comhttps://intodns.com/https://mxtoolbox.com/mail.protonmail.chmailsec.protonmail.chhttps://proton.me/support/anti-spoofing-custom-domain

In case you are having issues to configure the DKIM/CNAME record, there are three possible reasons the DKIM check could fail: 1. You have entered an incorrect CNAME value into your domain’s DNS settings. This is unlikely if you copy and paste the values from our Edit domain setup page, but it’s always worth checking. Go to Settings -> Overview -> Manage account (in the sidebar to the right of the page) -> Organization -> Custom domains -> Actions -> Review button -> DKIM tab to see the required values. The CNAME records you add to your domains’ DNS settings must be an exact match with the ones shown in your setup wizard. 2. Some registrars do not accept CNAME values with a period at the end. While others require it. If your registrar does not accept your CNAME records with a period at the end, please delete the period at the end of each CNAME value and try again. 3. You have an existing DKIM as a TXT record that must be deleted. If you have previously configured manual DKIM key rotation for your domain using a TXT record, you need to remove this record from the DNS settings before entering the CNAME records. You need to reconfigure your DNS settings with CNAME records because they allow Proton Mail to set up automatic key rotation, while your current TXT record does not. Once you have deleted this TXT record, you can follow the instructions for new users. DKIM will stop signing your emails once you delete the TXT record. To maintain DKIM protection, you should enter your CNAME Host Names and values into your DNS settings immediately."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"subUsersAndOrganizations"],"label":[0,"Sub-users and organizations"],"content":[0,"If you have a <a href=https://proton.me/"/es-419/business/plans/">Proton for Business plan</a> or legacy Proton Visionary plan, you can enable multi-user support and create an organization. To create an organization with any Proton for Business plan, you must: 1. Add at least one user to your plan. <a href=https://proton.me/"/support/es-419/add-remove-users/">Learn how to add users and addresses to your plan</a> 2. Connect a custom domain to your account. <a href=https://proton.me/"/support/es-419/custom-domain/">Learn more about how to connect a custom domain</a> 3. Enable multi-user support: Log in to your Proton Account at <a rel=\"noopener noreferrer\" href=https://proton.me/"https://account.proton.me/login/">account.proton.me and go to Settings → Go to Settings → Organization → Multi-user support, and click Enable multi-user support. This enables multiple users to have email addresses using your custom domain. 4. Enter your password and click Authenticate to confirm. 5. Pick a name for your organization, which will be visible to the people you add to your organization. Click Submit. 6. Select your organization’s encryption key strength. This key will be used to encrypt all data in your organization users’ accounts (except your <a href=https://proton.me/"/support/es-419/private-users/">private user</a> accounts), giving you access to the data while preventing Proton Mail from accessing it. Click Submit once you have made your choice. We recommend leaving the default option (State of the art ECC Curve25519) unless you have a reason to change it (for example, compatibility with legacy software). 7. Set a password for your organization. This protects your key from Proton Mail, so you must not lose or forget this password. It’s the only way you can access your organization in the future. Click Submit when you’re done. Warning: If you lose this password, you won’t be able to modify your organization’s settings. <a href=https://proton.me/"/support/es-419/organization-key/">Learn more about organization passwords and keys</a> 8. Allocate storage space to your administrator account. The amount of storage space you have available is determined by your plan."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"differenceBetweenAddressesAliasesAndSubUsers"],"label":[0,"Differences between addresses, aliases, and sub-users"],"content":[0,"Each paid user has the ability to create at least 10 additional addresses to their account. You can add additional addresses in Settings > Identity and addresses > and then from the Add address button. Alias addresses share the same mailbox and login credentials and they can be created with either the ProtonMail domains (protonmail.com/protonmail.ch/proton.me/pm.me) or with your custom domain. You can learn more at the following link: <a rel=\"noopener noreferrer\" target=\"_blank\" href=https://proton.me/"https://protonmail.com/support/knowledge-base/addresses-and-aliases//">https://proton.me/support/addresses-and-aliases/https://proton.me/support/using-folders-labels
https://proton.me/support/email-inbox-filters

On the plans for Business, you can also create users ( sub-users ). Users are basically custom domain addresses that have separate login credentials and mailboxes. Therefore, in order to create users, you must own at least one custom domain, and configure it with your Proton account. You can visit the links below to learn how to create your organization and users. <a rel=\"noopener noreferrer\" target=\"_blank\" href=https://proton.me/"https://protonmail.com/support/knowledge-base/creating-an-organization//">https://proton.me/support/creating-an-organization/https://proton.me/support/add-users-organization

If you wish to add users without using a custom domain (invite existing Proton accounts), you can achieve this by subscribing to our Family plan: <a href=https://proton.me/"/support/es-419/get-started-proton-family/">https://proton.me/support/get-started-proton-family
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToCreateMyOrganization"],"label":[0,"How to create my organization?"],"content":[0,"If you are on the Proton Mail Essentials or Proton Mail Business plan and have a custom domain to use with your account, you can create an Organization. This will allow you to create Proton User accounts, such as name@yourdomain.com. To create an organization on either the Proton Mail Essentials or Proton Mail Business plans, you must first have at least one additional User on your plan besides the Proton Mail account you are using. Afterward, you will need to connect and set up your custom domain. <a href=https://proton.me/"/support/es-419/custom-domain/">https://proton.me/support/custom-domain

When you have completed the domain verification step, you can navigate to Settings → All settings → Organization → Multi-user support page and click on "Enable multi-user support." In the next step, you will be asked to enter your login password to authenticate and set the name for your Organization. After entering the name you want for your Organization, you will be asked to allocate storage space to your administrator account. The amount of storage space you have available is determined by your plan and the number of Users you have. If you are not sure how much storage space to assign, you can leave it on the default value. The storage allocation can be changed at any point in the future. <a href=https://proton.me/"/support/es-419/reassign-storage-connections/">https://proton.me/support/reassign-storage-connections

Once you click submit, the Organization will be activated. You can now see its name on the Organization → Organization and keys page in your Proton Account Settings."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"shareCalendar"],"label":[0,"Share Calendar"],"product":[0,"calendar"],"contactFormCategoryMapping":[0,"Proton Calendar"],"questions":[1,[[0,{"id":[0,"howCanIshareCalendarWithOtherUsers"],"label":[0,"How can I share Calendar with other users"],"content":[0,"Kindly note that there are two ways for you to share your Calendar. You can do this either with other Proton users, or non-Proton users. If you wish to share your Calendar with other Proton users, all you need to do is to log into your account via calendar.proton.me and on the left side of the screen, under “My Calendars” you can locate all of your Calendars. Find the Calendar that you wish to share and simply click on the three dots > Share > Share with Proton users > add the email address/group > set the permissions that you wish to give (View or Edit) and click ‘Share’. See how to <a href=https://proton.me/"/support/es-419/share-calendar-with-proton-users/">share your Calendar with Proton users</a> in details. If you wish to share the Calendar with a non-Proton user, on the Calendar that you wish to share, click on the three dots > Share > Share with anyone > select what kind of access would you like to give (Limited or Full) > create a label for the Calendar if you wish > then click on the ‘Create’ button in order for the public link to be generated. From here, you can copy the link and then send it via message with your non-Proton contact. See how to <a href=https://proton.me/"/support/es-419/share-calendar-via-link/">share your Calendar with non-Proton users</a> in details. Note: At this moment, you can't share a Calendar via the mobile applications, only via our web app. Also, when you update your calendar, anyone with access to your calendar will see the updates you make to it. It may take up to eight hours before they see the changes. "],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"other"],"label":[0,"Other"],"product":[0,"bridge"],"contactFormCategoryMapping":[0,"Proton Mail Bridge"],"questions":[1,[[0,{"id":[0,"bridgeOther"],"label":[0,"Other"],"content":[0,"Please be informed that we are actively working on expanding our support content to encompass additional topics to promptly address your needs. You can easily find valuable information regarding all your Proton Bridge needs and questions on our support page dedicated to Proton Bridge:<a href=https://proton.me/"/support/es-419/bridge/">Proton Bridge support</a> If you still require assistance, please contact our support team through the button below. "],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"protonForBusinessPlans"],"label":[0,"Proton for Business plans"],"product":[0,"business"],"contactFormCategoryMapping":[0,"Proton for Business"],"questions":[1,[[0,{"id":[0,"whichPlanSuitsMyBusinessNeeds"],"label":[0,"Which plan suits my business needs?"],"content":[0,"By default, all Proton for Business plans include Proton Mail, Proton Calendar, Proton Drive, and Proton VPN for one user. You can add extra users when you sign up or add/remove them in your Proton Account later. Each user comes with a certain amount of storage space plus a number of email addresses, and each user can connect to our VPN service on 1 or up to 10 devices at the same time, depending on your plan. Proton Mail Essentials<ul><li>Storage per user: 15GB</li><li>Email addresses per user: 10</li><li>VPN connections per user: 1 </li></ul>Proton Business <ul><li>Storage per user: 500 GB</li><li>Email addresses per user: 15</li><li>VPN connections per user: 10 </li></ul>For example, if you have a Proton Business plan with four users, you’ll have a total of: <ul><li>4 x 500 GB = 2000 GB (2 TB) of storage</li><li>4 x 15 = 60 addresses</li><li>4 x 10 = 40 VPN connections </li></ul>As an administrator, you can allocate your total storage (in this example, 2 TB) between your users as you wish. You can also create any number of addresses for each user up to your total address limit (in this example, 60). You can also switch VPN connections on or off for each user (which sets the number of connections to 0 or 10). But you can’t redistribute VPN connections among your user accounts. The number of VPN connections per user is capped at 10. So if you have four users in your organization, they can connect to Proton VPN on up to 40 devices at once using four user accounts. If you are interested in any additional features or are interested in pricing, please reach out to our Enterprise team at enterprise@proton.me."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"fileSharing"],"label":[0,"File-sharing"],"product":[0,"drive"],"contactFormCategoryMapping":[0,"Proton Drive"],"questions":[1,[[0,{"id":[0,"problemsWithDownloadingFilesFromAsharedLink"],"label":[0,"Problems with downloading files from a shared link"],"content":[0,"Can you make sure that the shared link is successfully created and can be accessed? <a href=https://proton.me/"/blog/es-419/file-sharing-proton-drive/">https://proton.me/blog/file-sharing-proton-drive

Please try clearing the cache and cookies from your browser to see if that helps. <a href=https://proton.me/"/support/es-419/how-to-clean-cache-and-cookies/">https://proton.me/support/how-to-clean-cache-and-cookies

Would you mind trying another browser just to check if the same will happen? <a href=https://proton.me/"/support/es-419/recommended-browsers/">https://proton.me/support/recommended-browsers

If the above debugging steps do not help, please completely re-create the link as that might resolve the issue."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"canSomeoneUploadFilesInAsharedLink"],"label":[0,"Can someone upload files in a shared link?"],"content":[0,"If you create and share a file/folder through Proton Drive, please note that the third party will only be able to download that shared file/folder. The option to share a folder so that a third party can upload files into it is currently not possible, however, our developers are currently working on implementing such an option for a future update. <a href=https://proton.me/"/es-419/news/file-sharing-proton-drive/">https://proton.me/news/file-sharing-proton-drive
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"bridgeForBusiness"],"label":[0,"Bridge for Business"],"product":[0,"business"],"contactFormCategoryMapping":[0,"Proton for Business"],"questions":[1,[[0,{"id":[0,"howToInstallProtonMailBridge"],"label":[0,"How to install Proton Mail Bridge"],"content":[0,"To install Proton Mail Bridge, navigate to the below link to download it: <a href=https://proton.me/"/es-419/mail/bridge/">https://proton.me/mail/bridge
Once you install the application, you’ll be greeted with the login screen. On this screen, enter your login details for your Proton Mail account. You have now successfully installed the Bridge. After logging in to your account, you can follow one of the guides to configure your account. The IMAP and SMTP details that are shown in the Bridge are the ones you need to enter in your email client. NOTE: If you still need immediate assistance with Proton Mail Bridge, for a faster response please report your issue through the Bridge app > Help > Report a problem"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"invalidPasswordErrorWhileSettingEmailClientForBridge"],"label":[0,"Invalid password error while setting email client for Bridge"],"content":[0,"Please note that when you are configuring your Proton Mail account in an email client through the Bridge, you need to enter the password which is shown in the Bridge application. Entering your Proton account password will not work as the Bridge generates a new password for the email client. The Bridge password cannot be changed, it is only reset when you reset the Bridge or remove/re-add the account to the Bridge. NOTE: If you still need immediate assistance with Proton Mail Bridge, for a faster response please report your issue through the Bridge app > Help > Report a problem"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToConfigureYourEmailClientForBridge"],"label":[0,"How to configure your email client for Bridge"],"content":[0,"We test the Bridge with Outlook, Thunderbird, and Apple Mail. As such, we have created guides to configure the Bridge with these email clients. Windows <ul><li><a href=https://proton.me/"/support/es-419/protonmail-bridge-clients-windows-outlook-2013/">Outlook 2013</a></li><li><a href=https://proton.me/"/support/es-419/protonmail-bridge-clients-windows-outlook-2016/">Outlook 2016</a></li><li><a href=https://proton.me/"/support/es-419/protonmail-bridge-clients-windows-outlook-2019/">Outlook 2019</a> </li></ul>macOS <ul><li><a href=https://proton.me/"/support/es-419/protonmail-bridge-clients-macos-outlook-2011/">Outlook 2011</a></li><li><a href=https://proton.me/"/support/es-419/protonmail-bridge-clients-macos-outlook-2016/">Outlook 2016</a></li><li><a href=https://proton.me/"/support/es-419/protonmail-bridge-clients-macos-outlook-2019/">Outlook 2019</a></li><li><a href=https://proton.me/"/support/es-419/protonmail-bridge-clients-macos-new-outlook/">New Outlook for macOS</a></li><li><a href=https://proton.me/"/support/es-419/protonmail-bridge-clients-apple-mail/">Apple Mail</a> </li></ul>Windows, macOS, and Linux <ul><li><a href=https://proton.me/"/support/es-419/protonmail-bridge-clients-windows-thunderbird/">Mozilla Thunderbird</a> </li></ul>NOTE: If you still need immediate assistance with Proton Mail Bridge, for a faster response please report your issue through the Bridge app > Help > Report a problem"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"differenceBetweenCombinedAddressModeAndSplitAddressMode"],"label":[0,"Difference between Combined Addresses Mode and Split Addresses Mode"],"content":[0,"Proton Mail Bridge provides a unique functionality to split your addresses in different mailboxes. With Combined mode, all the messages for your addresses will show in the same mailbox. However, if you switch to combined address mode, each address will show its own messages – but you will have to configure each address separately in the email client. To enable Split Mode, open the Bridge, choose your account from the left side, and then toggle the Split addresses switch. NOTE: If you still need immediate assistance with Proton Mail Bridge, for a faster response please report your issue through the Bridge app > Help > Report a problem"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"bridgeConnectionIssuesWithOutlookAppleMailOrThunderbird"],"label":[0,"Bridge connection issues with Outlook, Apple Mail or Thunderbird"],"content":[0,"In case you face any issues with the connection between the Bridge and your email client, you can try to perform some of the below steps: <ol><li>Remove and re-add the account to the email client</li><li>Reset the Bridge and then remove/re-add the account to the email client. </li></ol>For Outlook on Windows, you can remove the account from File -> Account Settings -> Account Settings, then select your account and choose Remove. For Outlook on Mac OS, to remove the account, go to Tools -> Account Settings, then choose the account and click the “-“ button to remove it. When it comes to Apple Mail, you have to remove it from Profiles which is located in System Preferences (you can use the search function to find it), then choose the account and use the “-“ icon to remove it. As for Thunderbird, go to Menu -> Account Settings, then choose your account and from Account Actions, choose Remove account. You can follow our guide to re-add the accounts again: <a href=https://proton.me/"/support/es-419/protonmail-bridge-configure-client/">https://proton.me/support/protonmail-bridge-configure-client

NOTE: If you still need immediate assistance with Proton Mail Bridge, for a faster response please report your issue through the Bridge app > Help > Report a problem"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"other"],"label":[0,"Other"],"product":[0,"business"],"contactFormCategoryMapping":[0,"Proton for Business"],"questions":[1,[[0,{"id":[0,"businessOther"],"label":[0,"Other"],"content":[0,"Please be informed that we are actively working on expanding our support content to encompass additional topics to promptly address your needs. You can easily find valuable information regarding all your Proton for Business needs and questions on our support page dedicated to Proton for Business:<a href=https://proton.me/"/support/es-419/business/">Proton for Business support</a> If you still require assistance, please contact our support team through the button below. "],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"contacts"],"label":[0,"Contacts"],"product":[0,"mail"],"contactFormCategoryMapping":[0,"Contacts"],"questions":[1,[[0,{"id":[0,"addingAndImportingContacts"],"label":[0,"Adding and importing contacts"],"content":[0,"If you are willing to add a new contact in your contact list, please use the ADD CONTACT button which can be found at the bottom of your Contact list. On the other hand, if you wish to add contacts from a different email provider or contact list, you must first obtain a CSV or VCF (vCard) file that contains the contacts you wish to add. To do this, please click on the “Import contacts” button from your Contact list. You can find a detailed explanation on the following link: <a href=https://proton.me/"/support/es-419/adding-contacts/">https://proton.me/support/adding-contacts
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToMergeDuplicateContacts"],"label":[0,"How to merge duplicate contacts"],"content":[0,"If you have two or more contacts with the same name, Proton will allow you to merge them into one. If this is the case, simply open Contacts in the side panel and you will be asked to merge them or you can select contacts manually and click the Merge button above the Contact list. You can find a detailed explanation on the following link: <a href=https://proton.me/"/support/es-419/merge-contacts/">https://proton.me/support/merge-contacts
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToCreateContactGroups"],"label":[0,"How to create contact groups"],"content":[0,"If you have a predefined group of contacts that you would like to send an email to all at once and you are a <a href=https://proton.me/"/es-419/mail/pricing/">paid user</a>, Proton allows you to create a contact group with up to 100 contacts, in order for you to quickly and easily send emails to everyone in that group. In order to create a contact group, you need to log in at account.proton.me/mail/login and select the Contacts icon from the side panel on the right. Click on the Contacts drop-down menu > Groups > Add new group. You can find a detailed explanation on the following link: <a href=https://proton.me/"/support/es-419/contact-groups/">https://proton.me/support/contact-groups
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToCreateOrEditCSVcontacts"],"label":[0,"How to create or edit CSV contacts"],"content":[0,"You can import contacts into your Proton Mail account from CSV and VCARD (.vcf) files, and export them as VCARD files. To easily create and edit CSV files for importing into Proton Mail, you will need a spreadsheet program (like Microsoft Excel, Google Sheets, LibreOffice Calc, and Numbers for macOS). Note that your CSV file should be formatted as a table and must include a header, or first line, that defines the fields in your table. Proton Mail accepts many common header fields (name, email address, etc.). You can find a detailed explanation on the following link: <a href=https://proton.me/"/support/es-419/creating-or-editing-csv-files/">https://proton.me/support/creating-or-editing-csv-files
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"automaticallySaveContacts"],"label":[0,"Automatically save contacts"],"content":[0,"Proton Mail automatically saves all email addresses you have sent a message to in your Proton Contacts, along with the default display names associated with the addresses. To enable this option, you need to log in at account.proton.me/mail/login and select the Contacts icon from the side panel on the right > click on Contacts drop-down menu (top-left corner of your sidebar) > Settings > enable “Automatically save contacts”"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"other"],"label":[0,"Other"],"product":[0,"calendar"],"contactFormCategoryMapping":[0,"Proton Calendar"],"questions":[1,[[0,{"id":[0,"calendarOther"],"label":[0,"Other"],"content":[0,"Please be informed that we are actively working on expanding our support content to encompass additional topics to promptly address your needs. You can easily find valuable information regarding all your Proton Calendar needs and questions on our support page dedicated to Proton Calendar:<a href=https://proton.me/"/support/es-419/calendar/">Proton Calendar support</a> If you still require assistance, please contact our support team through the button below. "],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"messaging"],"label":[0,"Messaging"],"product":[0,"business"],"contactFormCategoryMapping":[0,"Proton for Business"],"questions":[1,[[0,{"id":[0,"howToBlockUnwantedEmail"],"label":[0,"How to block unwanted email?"],"content":[0,"You can easily block the sender through the Proton Mail web client if you're receiving unwanted emails in your inbox. Go to Settings → All settings → Filters page, and at the bottom, you will find the section for spam, block, and allow lists. To add someone to your block list, select the Add address or domain option and choose Block from the drop-down menu. In the next window, you can select to block only a specific email address or an entire domain. Depending on your choice, enter the appropriate information and use the Add address or Add domain option. For Organization Administrators, there is also an Organization-wide Spam, Block, or Allow list. It can be found by going to Settings → All settings → Organization → Organization filter. From there, you can set up filters that will be automatically applied to all of your Users. "],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToAvoidReceivingSpam"],"label":[0,"How to avoid receiving spam?"],"content":[0,"Spam is one of the worst aspects of email. Proton Mail(new window) provides many different features to help you combat spam(new window). In this article we share tips and tricks on how to identify, avoid, and deal with incoming spam. Using + to trace spam Some websites collect your information to sell to third parties, such as advertisers. To detect this, you can use a custom tag in your email address for every site you sign up for. For instance, if you were joining a Washington Post email list, you could sign up with <a href=https://proton.me/support/es-419/\"mailto:your_username+washingtonpost@proton.me\">your_username+washingtonpost@proton.me. This will deliver the email into your account, while allowing you to identify where you input the email address. If you receive email to this address from anyone other than the Washington Post, you will know they either sold your data or experienced a data breach. Spam filtering Proton Mail features an Allow List and a Block List that gives you manual control over the spam filtering process. These lists are uniquely customized for your account. You can update your lists in the settings of your account. Use custom filters Proton Mail also supports adding custom filters. With custom filters, you can set your inbox to automatically detect certain message patterns and send those emails directly to spam or trash. Unsubscribe If you are receiving marketing messages that you would rather not receive, it is best to unsubscribe from the email list rather than put those messages in your spam folder. You will find an unsubscribe link at the bottom of most marketing emails. If you do not see one, try responding back to the email with the word “unsubscribe”. In most countries, organizations are required by law to remove you from their marketing lists once you have requested this be done."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"protonMailSettings"],"label":[0,"Proton Mail Settings"],"product":[0,"mail"],"contactFormCategoryMapping":[0,"Other"],"questions":[1,[[0,{"id":[0,"howToUseFoldersAndLabels"],"label":[0,"How to use folders and labels"],"content":[0,"Proton Mail uses a flexible hybrid system of folders, subfolders, and labels to maximize productivity and organization within your inbox. <ul><li>Folders are containers for your emails. If you move a message into a folder, it is removed from your Inbox. Each message can only be stored in one folder (in addition to the All Mail and Starred folders) at a time. </li><li>Labels are simple tags you can add to messages to make them easier to find or to apply filters to. You can add multiple labels to a message, and adding a label does not move it from the folder it is stored in (for example, your Inbox). </li></ul>Custom labels and folders are shown in the left-hand sidebar of the web app or when you tap the Menu (hamburger) icon in our mobile apps. On the web app, you can create them by clicking on the + icon next to Folder/Heading heading on the left sidebar in the web app. You can achieve the same result by going to Settings → Go to Settings → Proton Mail → Folders and labels, then choose whether you want to Add folder or Add label. When you create a custom folder, you can choose a folder name, parent folder, and whether you want to see a notification alert when new messages arrive in the folder. By default, folders will have the same color. You can choose to enable folder colors by going to Settings → Folders and labels → Folders → Use folder colors. You can manually move messages from one folder to another by clicking the Move to icon in the email toolbar and selecting the folder you would like the email to be placed in. To move messages to a folder automatically, you can check the instructions on how you can create <a href=https://proton.me/"/support/es-419/email-inbox-filters/">custom filters</a>. When you create a new label, you can add a name and assign it a color. You can manually add labels to any email, regardless of which folder it resides in. Just click the Label icon in the email toolbar and select as many labels as you like in the dropdown menu. Selecting 'Also archive' removes the message from your Inbox and places it in your Archive folder. If you want to move a message to a different folder, use the Move to option discussed above. Please remember that labels are just tags, and messages are actually stored in folders. If you delete a message from its folder, that message will also lose all labels associated with it. Users on a Proton Free plan are limited to creating three folders and three labels. On any paid plan you can create unlimited folders and unlimited labels."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToUseFilters"],"label":[0,"How to use filters"],"content":[0,"Filters are sets of rules that allow you to organize your Proton Mail inbox and custom folders. If you are frequently moving or labeling emails you can easily automate these actions by creating a filter. You can create a simple filter to automate recurring actions by following the steps below:<ol><li>Sign in to your inbox at account.proton.me/mail/login</li><li>Open an email. Move or label it as usual.</li><li>Check the box that says Always move sender’s emails/Always label sender’s emails and select Move or Label button to automate this action. </li></ol>You can also create more complex custom filters if you:<ol><li>Sign in to your inbox at account.proton.me/mail/login</li><li>Select Settings → Go to settings → Proton Mail → Filters → Custom filters</li><li>Click Add filter</li><li>Name your filter and select Next</li><li>Add the conditions that will activate the filter. You can choose to activate the filter only when certain requirements are met, or when all requirements are met.</li><li>Click Insert to add additional text or keyword parameters.</li><li>Select Add condition to build a complex filter. You can attach as many conditions as you’d like to a filter.</li><li>Select Next to add the actions that would apply to emails that meet the specified conditions.</li><li>Select Preview to see an overview of the filter you have created and click Save to create the filter. </li></ol> To manage your filters, select Settings → Go to settings → Proton Mail → Filters → Custom filters (on the web app). On this page you can activate or deactivate filters by switching the toggle. Select the down arrow to edit or delete the filter. You can also customize the order of your filters. When an email arrives in your inbox, filters are applied chronologically. When multiple filters apply to a message, all nonconflicting actions will be applied. You can change the order of your filters by clicking on the hamburger icon (4 bars) on the left and dragging them. If there are actions that conflict, the last action will be applied to the message. If you have a paid Proton Mail plan, you can create an unlimited number of custom filters with up to 100 active filters at a time. If you are on our Free plan, you can also create as many filters as you like but can only have one active filter at a time. You can also learn <a href=https://proton.me/"/support/es-419/sieve-advanced-custom-filters/">how to create an advanced sieve filter.</a>"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToUseAutoReply"],"label":[0,"How to use auto-reply"],"content":[0,"Proton Mail’s auto-reply feature allows you to automatically send replies to incoming messages. This will reply to anyone who tries to send you a message with a custom automatic response, for example, that you are out of the office. To set it up: <ol><li>Go to Settings → Go to settings → Proton Mail → Auto reply and toggle the Auto reply switch on.</li><li>This will trigger the auto-reply menu, where you can set the parameters (day, time, date, and duration) of your auto response.</li><li>Type your auto reply message into the Message field. By default, the message will show “I’m out of the office with limited access to my email.”</li><li>Click Save and re-enter your password when prompted. </li></ol>Your auto-response will now apply across your entire Proton Mail account until it reaches the end date and time, or if you disable it. Fixed duration will ensure your auto replies are active between two selected dates, starting and ending at the times and dates you specify. Repeat daily allows you to choose the days of the week when auto reply is active. You may also restrict auto reply to certain hours on the specified days. Auto reply will always reply within the specified timeframe; it will not send replies outside of these times. If you set the start time equal to the end time, auto reply will always be active on the specified days. Repeat weekly gives you the ability to choose a section of the week where your auto replies will always be on. For example, setting an out-of-office response every Saturday and Sunday. Repeat monthly gives you the option to choose a section of the month to turn on your auto reply. For example, if you are busy for the first week of every month you could set an auto reply for the 1st to the 7th of each month to say you will have limited access to your emails. Permanent ensures that your auto reply will stay on indefinitely until you switch it off. Auto reply will not repeatedly send messages to the same email address unless you reconfigure the rules between received messages. When receiving multiple emails from the same email address, auto reply will only respond with one email. Auto reply will not respond to automatically generated messages. Automatically generated messages include emails from mailing lists, emails sent via auto reply from a different email address, and messages sent from a no-reply address. To send auto replies to only selected contacts, or for just one of your alias email addresses, you will need to set up a <a href=https://proton.me/"/support/es-419/email-inbox-filters/">custom filter</a>. After setting up the Conditions for which emails you want to trigger an automatic response, select Send auto reply in the Actions stage."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"emailTrackingProtection"],"label":[0,"Email tracking protection"],"content":[0,"Companies often include an email tracker in newsletters and other marketing material they send you. This is a powerful marketing tool that involves inserting an image into an email in the form of a remote image URL. When you open a message containing a tracker, the linked image is loaded from the source server, and sensitive information can be sent back to the sender. This can include: <ul><li>Whether the email containing the tracker has been opened</li><li>Date and time of opening</li><li>Device type and operating system</li><li>In some cases, even your IP address and geographic location </li></ul>This information can then be collected and used to profile you and target you with personalized ads. Some email trackers are almost invisible — they come in the form of small transparent images that are solely used to collect additional information about you. With tracking protection, we remove known email trackers every time you receive an email, and pre-load other remote images on your behalf using a proxy with a generic IP address and geolocation. This hides your personal information and the exact time you opened the email. Images are also cached for a few days for faster, secure access. When you open an email containing blocked trackers, you’ll be notified. Just look out for the tracker icon at the top of the message view. You can click on the tracker icon to find out more about the blocked trackers. This feature is enabled by default. To disable it, click Settings → Go to settings → Proton Mail → Email privacy and turn off the Block email tracking switch. Note: this switch is synced across our apps. This feature is currently available on the web and iOS apps."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"manageMailboxAppearance"],"label":[0,"Manage mailbox appearance"],"content":[0,"Proton Mail offers various features that will help you set the appearance of your mailbox according to your liking. We will explore some of them below. Themes Themes allow you to change the color scheme of your inbox in the web app. Proton Mail currently offers seven themes to choose from. To change themes log in to account.proton.me/mail/login > click on the Settings icon on the top right corner of your screen > Theme. The same can be achieved by going to all Settings > Appearance > Theme. Layout Proton Mail allows you to customize the layout of your inbox and email composer. There are several views to choose from. All views offer the same functionality while enabling you to customize your inbox’s appearance to your preferences. To change the layout of your inbox and composer Log in to Proton Mail at account.proton.me/mail/login and click Settings → Go to settings → Proton Mail → Appearance, then select the view you want for your inbox and composer. Conversation grouping Conversation view groups messages from the same conversation together in your Proton Mail inbox so they’re easy to follow and respond to. To enable or disable the conversation view in the web app, you need to log in and go to Settings → Go to settings → Proton Mail → Messages and composing, then turn the Conversation grouping switch on or off to enable or disable conversation view. To enable or disable conversation view on your iPhone or iPad (iOS or iPadOS apps), open the Proton Mail app and go to the hamburger menu (≡) → Settings → Account settings → [your account name] → Mailbox → Conversation, then turn the Enable conversations switch on or off to enable or disable conversation view. Conversation view is not yet available on the Android app. Folders and labels Proton Mail uses a flexible hybrid system of folders, subfolders, and labels to maximize productivity and organization within your inbox.<ul><li>Folders are containers for your emails. If you move a message into a folder, it is removed from your Inbox. Each message can only be stored in one folder (in addition to the All mail and Starred folders) at a time.</li><li>Labels are simple tags you can add to messages to make them easier to find or to apply filters to. You can add multiple labels to a message, and adding a label does not move it from the folder it is stored in (for example, your Inbox). </li></ul>You can read more details <a href=https://proton.me/"/support/es-419/using-folders-labels/">here. Filters Filters are sets of rules that allow you to organize your Proton Mail inbox and custom folders. If you are frequently moving or labeling emails you can easily automate these actions by creating a filter. The instructions for creating filters can be found on this <a href=https://proton.me/"/support/es-419/email-inbox-filters/">link. You may also consider using the built-in features for adding addresses on the <a href=https://proton.me/"/support/es-419/spam-filtering/">spam/block list or the not spam list.</a>"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"howToAcceptInvitation"],"label":[0,"How to accept invitation"],"product":[0,"calendar"],"contactFormCategoryMapping":[0,"Proton Calendar"],"questions":[1,[[0,{"id":[0,"howCanIAnswerAnInvitationViaTheiOScalendarApp"],"label":[0,"How can I answer an invitation via the iOS Calendar app"],"content":[0,"Please note that unfortunately there is no option to directly accept an invitation via your iOS Mail Application. The only way to reply to invitations via your iOS device is by having enabled the "Add to calendar and mark as pending" option via your web application first. This option can be found by logging into your account via calendar.proton.me and navigating to Settings > General > Invitations > Add to the calendar and marking as pending > enable. By having this option enabled, all your invitations will be automatically added to your calendar with the status as pending. Then, if you receive an invitation, by opening the pending event via your iOS Proton Calendar application you will be presented with the ability to answer "Yes / No / Maybe"."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"other"],"label":[0,"Other"],"product":[0,"pass"],"contactFormCategoryMapping":[0,"Proton Pass"],"questions":[1,[[0,{"id":[0,"passOther"],"label":[0,"Other"],"content":[0,"Please be informed that we are actively working on expanding our support content to encompass additional topics to promptly address your needs. You can easily find valuable information regarding all your Proton Pass needs and questions on our support page dedicated to Proton Pass:<a href=https://proton.me/"/support/es-419/pass/">Proton Pass support</a> If you still require assistance, please contact our support team through the button below. "],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"notifications"],"label":[0,"Notifications"],"product":[0,"mail"],"contactFormCategoryMapping":[0,"Notifications"],"questions":[1,[[0,{"id":[0,"pushNotificationsNotArriving"],"label":[0,"Push notifications not arriving"],"content":[0,"Push notifications not arriving on iOS Please check if you have notifications enabled for the Proton Mail iOS app from iOS Settings > Proton Mail > Notifications > Allow Notifications. Please check if 'Focus' is disabled as this can interfere with the push notifications. You can check this in the iOS Settings > Focus > Do Not Disturb. If you are experiencing this when connected to a Wi-Fi network, please try connecting to a mobile data network and see if you will experience the same, or vice-versa. If that doesn't solve the issue, please try turning off the 'Alternative routing option in the app settings to see if that helps. You can find this option by opening the Proton Mail iOS app > Settings > Alternative routing. You could also try clearing the cache from the application to see if that resolves the issue. To clear the cache, simply navigate to Settings > Clear local cache. In case clearing the cache doesn't help, please log out and log back into the app. For more information, please visit the following link: <a href=https://proton.me/"/support/es-419/not-receiving-push-notifications/">https://proton.me/support/not-receiving-push-notifications

Push notifications not arriving on Android Please double-check that you have the push notifications setting set on enabled. You can check this by navigating to the app Settings > Push Notifications > Notification Settings. If they are disabled make sure to enable them in order to further receive push notifications. Also, please navigate to System Settings > Notifications > Proton Mail > enable the Allow notifications setting. Furthermore, please check any device/notification setting that may block the notifications while the phone's screen is off. Please also see if there are any Android Do Not Disturb settings dedicated to the Proton Mail application. If the above does not solve the problem, please try the following steps: <ul><li>Clear the cache from the settings menu. To do so please access the side menu on the top left corner and go to Settings > Local cache > Clear data.</li><li>You can also try clearing the application data from your Android Settings > Apps > Proton Mail > Storage > Clear Data and see if the issue will persist. Kindly note that this will log you out of your account. As a last resort, you can reinstall the application from the Google Play Store.</li><li>Furthermore, do you have and use Google Play Services? If not, please note that we use Google Play Services in order to distribute the push notifications to your device. If you do not have Google Play services, you will not receive push notifications. </li></ul>For more information, please visit the following link: <a href=https://proton.me/"/support/es-419/not-receiving-push-notifications/">https://proton.me/support/not-receiving-push-notifications
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"emailNotifications"],"label":[0,"Email notifications"],"content":[0,"Proton Mail can send notification emails to any verified email address you choose to alert you that messages have arrived in your Proton Mail inbox and custom folders. All notification emails will come from <a href=https://proton.me/support/es-419/\"mailto:no-reply@mail.proton.me\">no-reply@mail.proton.me. For more information, please visit the following link: <a href=https://proton.me/"/support/es-419/notification-email/">https://proton.me/support/notification-email
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"desktopNotifications"],"label":[0,"Desktop notifications"],"content":[0,"We offer a notification feature that allows you to receive desktop notifications while you are logged in to your <a href=https://proton.me/"/es-419/mail/">Proton Mail </a>account. For more information about this and how to enable/disable them on different browsers, please visit the following link: <a href=https://proton.me/"/support/es-419/desktop-notifications/">https://proton.me/support/desktop-notifications
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"loginSecurityNotificationAlerts"],"label":[0,"Login security notification alerts"],"content":[0,"Every time someone logs into your Proton Account using your account password, we’ll send a security alert push notification to your mobile device if you have the Proton Mail iOS or Android app installed. This is one of the multiple layers of defense that Proton uses to keep your account secure. For more information, please visit the following link: <a href=https://proton.me/"/support/es-419/login-security-alert/">https://proton.me/support/login-security-alert
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToUnsubscribeFromAppleTestFlightNotificationEmails"],"label":[0,"How to unsubscribe from Apple’s TestFlight notification emails"],"content":[0,"To remove yourself from the ProtonMail iOS beta program, open the TestFlight app on your device and then tap on the ProtonMail app. From this screen, press on "Stop Testing" to leave the beta program. For more information please visit the following link: <a href=https://proton.me/"/support/es-419/unsubscribe-testflight-update-notifications/">https://proton.me/support/unsubscribe-testflight-update-notifications "],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"loginPasswordAndRecovery"],"label":[0,"Login, password and recovery"],"product":[0,"account"],"contactFormCategoryMapping":[0,"Login and Password"],"questions":[1,[[0,{"id":[0,"iForgotMyPasswordOrMyPasswordIsNotWorking"],"label":[0,"I forgot my password / my password is not working"],"content":[0,"If you are using copy+paste for the password, please make sure that there are no empty spaces at the beginning or at the end of it. You can also click on the little "eye" icon in order to check if you are entering the correct password. It might be worth checking your language preference or even trying to type your password in reverse letter size (uppercase/lowercase) in case your caps lock was on when you were creating the password. You can also check the other common problems and their solutions: <a href=https://proton.me/"/support/es-419/common-login-problems/">https://proton.me/support/common-login-problems

If you have forgotten or lost your password, you can reset it with one of the available recovery methods:<a href=https://proton.me/"/support/es-419/reset-password#how-to-reset-your-password-using-your-recovery-email-address\">How to reset your password using your recovery email address</a><a href=https://proton.me/"/support/es-419/reset-password#how-to-reset-your-password-using-your-recovery-phone-number\">How to reset your password using your recovery phone number</a><a href=https://proton.me/"/support/es-419/reset-password#how-to-reset-your-password-using-your-recovery-phrase\">How to reset your password using your recovery phrase</a> Important note: If you reset your password by email or phone, you won’t be able to read all your existing emails, contacts, and other files due to the encryption we use to protect your data. If you reset your password using your recovery phrase, you’ll automatically restore full access to your existing messages and other encrypted data. <a href=https://proton.me/"/support/es-419/recover-encrypted-messages-files/">In this article you can see how to recover your emails and other encrypted files after a password reset (data recovery).</a>"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"lostAccessTo2FArecoveryCodesOrDevice"],"label":[0,"Lost access to 2FA recovery codes/device"],"content":[0,"Proton Mail provides you with several one-time recovery codes at the moment you enable two-factor authentication (2FA). If you ever misplace or lose your authentication device (mobile phone, etc) these codes will be the only way to log into your account. If you ever lose your second-factor device, you can enter these codes instead of the 6-digit authenticator code. You can disable 2FA with the recovery codes by logging into your account via a web browser and navigating to Settings -> Account and password -> disable the 2FA option -> enter your login password -> enter one of your one-time recovery codes. Note: each code can only be used once. Another option is to reset the password from the login screen which will automatically disable 2FA. <a rel=\"noopener noreferrer\" href=https://proton.me/"https://account.proton.me/reset-password/">https://account.proton.me/reset-password

Because of the <a href=https://proton.me/"/es-419/mail/security/">encrypted nature of our service,</a> the existing data on the account will become unreadable after the password reset. In order to recover your previous data, you may need to utilize one of the following data recovery methods we have available under the Settings > Go to settings > Recovery page:<ul><li><a href=https://proton.me/"/support/es-419/recover-encrypted-messages-files#recovering-your-data-if-you-remember-your-password\">Use your old password:</a> when in the Recovery menu, click on the Unlock data button under the Data locked section and choose the Password tab.</li><li><a href=https://proton.me/"/support/es-419/recover-encrypted-messages-files#recovering-your-data-using-your-recovery-phrase\">Use your recovery phrase</a>: when in the Recovery menu, click on the Unlock data button under the Data locked section and choose the Phrase tab.</li><li><a href=https://proton.me/"/support/es-419/recover-encrypted-messages-files#recovering-your-data-using-your-recovery-file\">Use your recovery file</a>: when in the Recovery menu, click on the Unlock data button under the Data locked section and choose the File tab. Have in mind that if you have not generated and saved a recovery phrase or a recovery file while you had access to your account, you will not be able to use these methods for recovering the old data on the account. The recovery phrase and the recovery file do not work retroactively, which means that they will be useful only for recovery attempts after a potential password reset in the future.</li></ul>"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"iForgotMyUsername"],"label":[0,"I forgot my username"],"content":[0,"If you have set a recovery email or a recovery phone number on your account, you can recover your username on the following page: <a rel=\"noopener noreferrer\" href=https://proton.me/"https://account.proton.me/forgot-username/">https://account.proton.me/forgot-username

If your email address or phone number hits a match in our data base, we will send you all Proton usernames associated with it. If you have not added a recovery address or a recovery phone number, try checking if you have sent a test message to another email address you own, or to a friend, and check the Proton Mail email address that it was sent from. Also, if you have accessed the account recently, you may check your browser history and potentially find the correct username/address."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToRecoverMessagesAndOtherDataAfterApasswordReset"],"label":[0,"How to recover messages and other data after a password reset"],"content":[0,"If you reset your Proton password by email or phone, you won’t be able to read your existing emails and other encrypted files due to the encryption that we use. Note that this only happens when you reset your password by email or phone (i.e., when you forget it) and not when you <a href=https://proton.me/"/support/es-419/how-to-change-your-password/">change your password.</a> There are multiple ways to recover your data:<ul><li><a href=https://proton.me/"/support/es-419/recover-encrypted-messages-files#recovering-your-data-if-you-remember-your-password\">Recovering your data if you remember your password</a></li><li><a href=https://proton.me/"/support/es-419/recover-encrypted-messages-files#recovering-your-data-using-your-recovery-phrase\">Recovering your data using your recovery phrase</a></li><li><a href=https://proton.me/"/support/es-419/recover-encrypted-messages-files#recovering-your-data-using-your-recovery-file\">Recovering your data using your recovery file or backup encryption key</a></li></ul> If the process is successful, you will be able to access your data normally and you will no longer see a warning about locked data. Have in mind that if you have not generated and saved a recovery phrase or a recovery file while you had access to your account, you will not be able to use these methods for recovering the old data on the account. The recovery phrase and the recovery file do not work retroactively, which means that they will be useful only for recovery attempts after a potential password reset in the future."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"passSetupAnd2FA"],"label":[0,"Pass setup and 2FA"],"product":[0,"pass"],"contactFormCategoryMapping":[0,"Proton Pass"],"questions":[1,[[0,{"id":[0,"howDoIAccessProtonPass"],"label":[0,"How do I access Proton Pass"],"content":[0,"You can access Proton Pass through the Browser extension (available on Chrome, Firefox, Brave and Edge) and mobile apps (iOS and Android). <a href=https://proton.me/"/es-419/pass/download/">https://proton.me/pass/download

A dedicated desktop app for Proton Pass is in our roadmap for 2023, please stay tuned. Additionally, if you own an Apple Silicon Mac (M1 or M2 Mac), you can install the Proton Pass iOS app."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToUse2FAwithProtonPass"],"label":[0,"How to use 2FA with Proton Pass"],"content":[0,"Please note that you can find detailed information on how to configure and use the Proton Pass integrated 2FA option on the following link: <a href=https://proton.me/"/support/es-419/pass-2fa/">https://proton.me/support/pass-2fa
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"doYouHaveYubiKeySupport"],"label":[0,"Do you have YubiKey support"],"content":[0,"YubiKey is already supported on the Proton Web client, and therefore the Proton Pass extension as well. There is a PIN lock that simply locks the extension after a certain period of time, and it is not the same as a password or 2FA code, but is meant as an additional security step, in case you remain logged in to Proton on your browser. Additionally, please have in mind that in case there are multiple failed attempts, you will get logged out and you will have to log in with your Proton account password as well as 2FA if you have it set-up already. As for the mobile app, we will consider supporting hardware keys in the future, however, due to the more complex implementation, we can not speculate when this might be."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToAdd2FAtoProtonPass"],"label":[0,"How to add 2FA to Proton Pass / Is there a dedicated 2FA for Pass?"],"content":[0,"Kindly note that currently only the PIN is available to lock the extension. However, you can always log out of the account and be asked to enter the password and 2FA if you prefer. If you have not already, you can set-up 2FA for the Proton account with a 2FA authenticator app or a different Proton Pass account. See how to do this here:<a href=https://proton.me/"/support/es-419/two-factor-authentication-2fa/">https://proton.me/support/two-factor-authentication-2fa

The mobile app and extension can be locked with PIN or Biometrics (mobile app). The PIN is secure as it logs you out of the account after a few unsuccessful attempts, and then you will be required to enter the Master password and 2FA (if enabled) to access Proton Pass. The PIN is also device specific, and not set for an account. For an account you have the password, and you need to enable the auto-lock feature across your devices (PIN for the extension, and Biometrics or PIN for the mobile apps) if you wish to lock Proton Pass while you remain logged in."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"other"],"label":[0,"Other"],"product":[0,"account"],"contactFormCategoryMapping":[0,"Other"],"questions":[1,[[0,{"id":[0,"accountOther"],"label":[0,"Other"],"content":[0,"Please be informed that we are actively working on expanding our support content to encompass additional topics to promptly address your needs. You can easily find valuable information regarding all your Proton Account needs and questions on our support page dedicated to Proton Account:<a href=https://proton.me/"/support/es-419/account/">Proton Account support</a> If you still require assistance, please contact our support team through the button below. "],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"protonVPNforBusiness"],"label":[0,"Proton VPN for Business"],"product":[0,"business"],"contactFormCategoryMapping":[0,"Proton for Business"],"questions":[1,[[0,{"id":[0,"howCanIuseMyVPNwithMyProtonMailBusinessAccount"],"label":[0,"How can I use my VPN with my Proton Mail Business account?"],"content":[0,"The Proton Mail Business plan also includes access to our Proton VPN service. Proton VPN protects your online privacy by hiding your actual IP address so you can browse privately, avoid being tracked across the internet, and stop your browsing data from being sold to advertisers. With Proton VPN, you can bypass censorship and access websites that might be blocked in your country. ProtonVPN can be downloaded from the following link: <a rel=\"noopener noreferrer\" target=\"_blank\" href=https://proton.me/"https://protonvpn.com/es-419/download/">https://protonvpn.com/downloadpaid plan </a>using <a href=https://proton.me/"/support/es-419/payment-options/">PayPal or Bitcoin</a>. We don’t save CAPTCHA results. If you are presented with email or SMS verification, we only save a cryptographic hash of your email or phone number which is not permanently associated with the account that you create. Because hash functions are one-way functions, it is impossible to derive your phone number or email from that hash. However, using the same phone number will result in obtaining the same cryptographic hash. So by comparing hashes, we can detect if phone numbers or email addresses are reused for human verification."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"paymentIssueDuringSignup"],"label":[0,"Payment issue during signup"],"content":[0,"If your card payment is getting declined, please check with the card issuer. You can also try disabling any browser extensions or using another browser. If you were charged, but your subscription was not activated, please contact us with your payment details so that we can look into it."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"theSignUpProcessWasUnsuccessful"],"label":[0,"The sign-up process was unsuccessful"],"content":[0,"Creating an account with Proton usually takes less than 30 seconds, but problems can sometimes occur. If you are getting a connection error in your browser that says the page cannot be reached, our website might be blocked on your network. The block may be caused by your internet service provider, your employer (if you are signing up on a work network), or your firewall. To fix this problem, first ensure that your internet connection is stable, and that you are able to open other websites. If you are using a VPN service, please try connecting to a different server or disconnect the VPN connection temporarily. If some fields of the signup form are missing or not shown properly, certain elements may be blocked within your browser. Or sometimes you may receive an error message while trying to create your Proton Mail account. To fix these issues, try disabling your browser’s add-ons or plugins, as they may interfere with how our website works. If that doesn’t work, try again with <a href=https://proton.me/"/support/es-419/contact/">cookies, <a href=https://proton.me/"/support/es-419/enabling-javascript/">JavaScript, and <a href=https://proton.me/"/support/es-419/enable-sessionstorage/">sessionStorage enabled on your browser when you create your account. If the signup page still does not load completely, try using a different web browser. You can find a <a href=https://proton.me/"/support/es-419/recommended-browsers/">list of recommended browsers for use with Proton Mail here</a>."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"other"],"label":[0,"Other"],"product":[0,"drive"],"contactFormCategoryMapping":[0,"Proton Drive"],"questions":[1,[[0,{"id":[0,"driveOther"],"label":[0,"Other"],"content":[0,"Please be informed that we are actively working on expanding our support content to encompass additional topics to promptly address your needs. You can easily find valuable information regarding all your Proton Drive needs and questions on our support page dedicated to Proton Drive:<a href=https://proton.me/"/support/es-419/drive/">Proton Drive support</a> If you still require assistance, please contact our support team through the button below. "],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"importPasswords"],"label":[0,"Import passwords"],"product":[0,"pass"],"contactFormCategoryMapping":[0,"Proton Pass"],"questions":[1,[[0,{"id":[0,"howDoIimportFromNotSupportedPasswordManager"],"label":[0,"How do I import from \"not supported\" password manager?"],"content":[0,"Please note that, currently, it is only possible to import into Proton Pass from the password managers that are listed in the linked article below. <a href=https://proton.me/"/support/es-419/pass-import/">https://proton.me/support/pass-import

We are working on expanding the list and making it easier for our users to migrate from other password managers as well. However, we cannot give you an exact date for when importing from other password managers will be possible or what password managers that will include. With that being said, we have marked this ticket as a feature request, so that our team can consider creating an option to import from the service you have suggested as well. We're looking closely at all of our users' suggestions, and constantly working on improving Proton Pass and making it more user-friendly."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"canIimportFromTheProtonMobileApps"],"label":[0,"Can I import from the Proton mobile apps?"],"content":[0,"Kindly note that the importing needs to be done through the browser extension at this time, and is not possible via the mobile apps. The reason is most password managers only allow to export their data on web. That being said, our team is considering implementing such an option in the future, so stay tuned to our social channels for updates! "],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"encryption"],"label":[0,"Encryption"],"product":[0,"mail"],"contactFormCategoryMapping":[0,"Encryption"],"questions":[1,[[0,{"id":[0,"whatIsEncryptedOnProtonMail"],"label":[0,"What is encrypted on Proton Mail"],"content":[0,"Encryption is at the heart of what makes Proton Mail special. It provides a solution that is so easy to use that anyone can enjoy it. Encryption is critical to keeping your data safe. The message body and attachments are fully encrypted in Proton Mail. Emails sent between Proton Mail users are always end-to-end encrypted. Emails from Proton Mail users to non-Proton Mail users can be end-to-end encrypted if the Password-protected Emails option is selected. Otherwise, they are encrypted with TLS if the non-Proton Mail mail server supports it (most providers, such as Gmail, Yahoo, and Hotmail, support TLS). Since these messages are encrypted, but not end-to-end encrypted, Gmail, Yahoo, Hotmail, and others will be able to read these messages and hand them over. This is not possible if you use the Password-protected Emails feature, which enables Proton Mail’s end-to-end encryption. Emails from non-Proton Mail users to Proton Mail users can be end-to-end encrypted if PGP is used, but this depends mostly on the sender. You should export your Proton Mail public PGP key and share it with contacts for them to communicate in this way with you. If PGP is not used, the email message is encrypted in transit using TLS and stored on our servers using zero-access encryption. It is not end-to-end encrypted, however, and might be accessible to the sender’s email service. The replies from non-Proton Mail users to Proton Mail Password-protected Emails are end-to-end encrypted When it comes to storing messages, all messages in your Proton Mail mailbox are stored with zero-access encryption. This means we cannot read any of your messages or hand them over to third parties. This includes messages sent to you by non-Proton Mail users, although keep in mind if an email is sent to you from Gmail, Gmail likely retains a copy of that message as well. Password-protected emails are also stored end-to-end encrypted. Subject lines and recipient/sender email addresses are encrypted, but not end-to-end encrypted."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToSendEncryptedMessagesToExternalUsers"],"label":[0,"How to send encrypted messages to external users"],"content":[0,"Emails sent between Proton Mail users are automatically end-to-end encrypted, but if you want to send secure messages to someone who isn’t on Proton Mail, the easiest way is to use a Password-protected Email. You can also use <a href=https://proton.me/"/support/es-419/how-to-use-pgp/">PGP encryption </a>if the person you’re writing to uses it. A Password-protected Email is an email that requires a password to open it. It’s a way you can send a secure, end-to-end encrypted email to anyone who isn’t on Proton Mail. With Password-protected Emails, the person you’re writing to receives an email telling them they’ve been sent a secure encrypted message. To read the message, they must enter a previously agreed-upon password. This takes them to a secure Proton Mail mailbox where they can read your message and respond using end-to-end encryption. You don’t need a Proton Mail account to access this inbox. To use this feature, start by opening the email composer, then click on the External encryption button (with the lock icon). Then, you will need to enter a message password and an optional password hint. Click Set encryption when you’re done (or tap Apply password if using our Android or iOS app). By default, Password-protected Emails will expire 28 days after you send them. You can change this time using the expiration timer. To change the expiration time, click Edit or the horizontal three dots at the bottom and select Set expiration time. When you’re ready, click Send. Your intended recipient will need the password to read the message, so share it with them. Make sure you use another secure communication channel, or just tell them in person."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToUsePGPencryption"],"label":[0,"How to use PGP encryption"],"content":[0,"PGP is a proven method of protecting email communication with end-to-end encryption (which prevents emails from being read by any third parties, including your email provider). PGP works by generating a key pair: a public key and a private key. The public key can be distributed to anyone who wants to send you a message and is used to encrypt a message that can only be decrypted by you. The private key is kept secret and is used for decryption. Sending your Proton Mail public key is very easy: Log in to your Proton Mail account at <a rel=\"noopener noreferrer\" href=https://proton.me/"https://account.proton.me/login/">account.proton.me and compose a message from Proton Mail to the non-Proton Mail user you want to use PGP with. Click on the ellipsis menu [] at the bottom left and make sure the Attach Public Key option is activated. Then compose your message, and when you click Send, your public key will be attached. Once that is done, the external recipient will need to add your public key to their preferred PGP software and then they will be able to send you end-to-end encrypted messages. In order to send PGP encrypted messages to a specific non-Proton Mail recipient, you need to have their public key. If they attach it to a message they send to you you will see a Trust key button at the top of the message. You need to click it and confirm your action. If their public key was sent to you through other means, you can go to Contacts, select the contact you want to configure PGP for, and then click on the Email settings icon. This icon will reveal the email settings menu. To upload a public key, click Show advanced PGP settings and then click on the Upload button under Public Keys. This will open a window that allows you to select a PGP key from your computer."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"encryptionKeysManagement"],"label":[0,"Encryption keys management"],"content":[0,"Proton Mail allows you to send and receive PGP encrypted emails without any technical knowledge or software installation. Encryption, decryption, and key management in Proton Mail are invisible to the user. However, Proton Mail gives advanced users the opportunity to import, export, backup, generate, and delete their own keys. You can manage your private keys by signing in to your Proton Account at account.proton.me/mail/login. Select Settings → Go to Settings → Encryption and keys (in the left sidebar). There are two categories of keys: email encryption keys and account keys. Each email address has its own set of keys, and there is one set of keys for account encryption. To see all the keys for a certain address or for your contacts, click on the down arrow next to the dropdown menu at the top. Proton Mail also allows you to <a href=https://proton.me/"/support/es-419/pgp-key-management#key-import\">import keys</a>, <a href=https://proton.me/"/support/es-419/pgp-key-management#key-generation\">generate keys</a>, <a href=https://proton.me/"/support/es-419/pgp-key-management#key-export-backup\">export your public and private keys</a>, and <a href=https://proton.me/"/support/es-419/pgp-key-management#key-deletion\">delete non-primary email encryption keys.</a>"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"manageOrganizationUsers"],"label":[0,"Manage organization users"],"product":[0,"business"],"contactFormCategoryMapping":[0,"Proton for Business"],"questions":[1,[[0,{"id":[0,"howToAddAndRemoveUsers"],"label":[0,"How to add and remove users"],"content":[0,"To create a new User in your Organization, log into your administrator account on Proton Mail and go to the Settings → All settings → Organization → Users and addresses page. From there, select "Add User" and a window will appear where you need to enter the following information: <ul><li>Name — The name used for the account is only for your administrative use and isn’t public.</li><li>Address — This is the User’s email address using your organization’s domain (e.g., @<a rel=\"noopener noreferrer\" target=\"_blank\" href=https://proton.me/"http://yourdomain.com//">yourdomain.comOutlook 2013</a></li><li><a href=https://proton.me/"/support/es-419/protonmail-bridge-clients-windows-outlook-2016/">Outlook 2016</a></li><li><a href=https://proton.me/"/support/es-419/protonmail-bridge-clients-windows-outlook-2019/">Outlook 2019</a> </li></ul>macOS <ul><li><a href=https://proton.me/"/support/es-419/protonmail-bridge-clients-macos-outlook-2011/">Outlook 2011</a></li><li><a href=https://proton.me/"/support/es-419/protonmail-bridge-clients-macos-outlook-2016/">Outlook 2016</a></li><li><a href=https://proton.me/"/support/es-419/protonmail-bridge-clients-macos-outlook-2019/">Outlook 2019</a></li><li><a href=https://proton.me/"/support/es-419/protonmail-bridge-clients-macos-new-outlook/">New Outlook for macOS</a></li><li><a href=https://proton.me/"/support/es-419/protonmail-bridge-clients-apple-mail/">Apple Mail</a> </li></ul>Windows, macOS, and Linux <ul><li><a href=https://proton.me/"/support/es-419/protonmail-bridge-clients-windows-thunderbird/">Mozilla Thunderbird</a> </li></ul>NOTE: If you still need immediate assistance with Proton Mail Bridge, for a faster response please report your issue through the Bridge app > Help > Report a problem"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"invalidPasswordErrotWhileConfiguringEmailClientForBridge"],"label":[0,"Invalid password error while configuring email client for Bridge"],"content":[0,"Please note that when you are configuring your Proton Mail account in an email client through the Bridge, you need to enter the password which is shown in the Bridge application. Entering your Proton account password will not work as the Bridge generates a new password for the email client. The Bridge password cannot be changed, it is only reset when you reset the Bridge or remove/re-add the account to the Bridge. NOTE: If you still need immediate assistance with Proton Mail Bridge, for a faster response please report your issue through the Bridge app > Help > Report a problem"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"subscribeToCalendar"],"label":[0,"Subscribe to Calendar"],"product":[0,"calendar"],"contactFormCategoryMapping":[0,"Proton Calendar"],"questions":[1,[[0,{"id":[0,"whyAmIunableToSubscribeToAnExternalCalendar"],"label":[0,"Why am I unable to subscribe to an external Calendar"],"content":[0,"Can you please make sure that the link you have is valid? There are few ways to check this out: 1. Please click on the link you have and check if an .ics file is generated (downloaded in your device). This means that the link is valid 2. If you get 404 error upon clicking the link, the link is not valid 3. If you are redirected to a third-party site after clicking the link, the link is not valid 4. If you are asked for authentication upon clicking the link, the link is not valid "],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"imGettingCalendarIsTooBigWhenTryingToSubscribe"],"label":[0,"I'm getting \"Calendar is too big\" when trying to subscribe"],"content":[0,"If you are trying to subscribe to an exported Google Calendar and you are getting the “Calendar is too big” error, the only workaround for you to subscribe to it, is by reducing the size of it. This is done only by importing events after a specified date and time. To do this, you need to edit the calendar link by adding the following to the end of the URL: ?start-min=YYYY-MM-DDT00:00:00Z For example: https://example.com/calendar123456?start-min=2022-01-01T00:00:00Z In the above example, all events in the calendar that occur before 01 January 2022 won’t be imported to Proton Calendar, thus reducing the size of the calendar. Unfortunately, this trick only works with calendars exported from Google Calendar."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"sync"],"label":[0,"Sync"],"product":[0,"drive"],"contactFormCategoryMapping":[0,"Proton Drive"],"questions":[1,[[0,{"id":[0,"theFileDidNotSyncAfterEditingOnWindows"],"label":[0,"The file did not sync after editing it on Windows"],"content":[0,"Was the file saved manually, or did the application save it automatically? After completing your edits, did you close the file completely? Please note that the Proton Drive application cannot sync a file that is currently being used by another application, such as Word, Excel, etc. Did the document's file size undergo any changes following your edits? At present, our synchronization mechanism is based on file sizes. When a file's size changes, it triggers synchronization. Conversely, if there are no size changes, synchronization won't occur. Can you try Pausing and Resuming the sync to see if the problem will be resolved? In order to do so, please open the Proton Drive app, navigate to the Activity tab and pause the sync through pressing the Pause button in the top right button."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"hardDriveIsNotSupportedOnWindows"],"label":[0,"Hard drive is not supported on Windows"],"content":[0,"Unfortunately, the Proton Drive application currently supports Drives that are formatted to NTFS. In order to be able to use your HDD/SSD with Proton Drive, you will need to re-format it from exFAT, or any other drive type to NTFS. You can find information and a guide online on how to do this. "],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"theAppIsStuckOnInitializingProcessOnWindows"],"label":[0,"The app is stuck on initializing process on Windows"],"content":[0,"When you have a lot of files stored on Proton Drive, it will take a little time so that the app can go through all of them and properly sync them. If the app is stuck on the Initializing process for quite some time, please contact us and provide us with the requested information below so we can further look into the problem. Did this issue occur when you are connected to Wi-Fi, LAN connection, or both? Please try connecting to a different network to see if the same behavior will be experienced. If you are using a VPN service, we suggest connecting to a different server or disabling the connection temporarily to see if that helps."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"iCannotExcludeCertainFilesFromBeingSyncedOnWindows"],"label":[0,"I cannot exclude certain files from being synced on Windows"],"content":[0,"Unfortunately, it is currently not possible to exclude specific files/folders from sync and in order to achieve this, you will need to manually relocate those files to a different folder that is not syncing with Proton Drive. Nevertheless, an option that would allow this has been previously requested from our developer team. We are always looking closely at every suggestion our users are reporting and trying to implement it in future updates to make Proton Drive more user-friendly. However, we cannot speculate on an exact date when such an option will be implemented yet."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"download"],"label":[0,"Download"],"product":[0,"drive"],"contactFormCategoryMapping":[0,"Proton Drive"],"questions":[1,[[0,{"id":[0,"problemsWithDownloadingFiles"],"label":[0,"Problems with downloading files"],"content":[0,"Please check if the file contains any characters that are not allowed by your OS which may cause the download to fail: <a href=https://proton.me/"/support/es-419/drive-filenames/">https://proton.me/support/drive-filenames

Could you please try clearing the cache and cookies from your browser? <a href=https://proton.me/"/support/es-419/how-to-clean-cache-and-cookies/">https://proton.me/suphttps://proton.me/business/plansport/how-to-clean-cache-and-cookies

Are you using any extensions? If yes, please try turning them off just to see if that would help you resolve your issue. Would you mind trying another browser just to check if the same will happen? <a href=https://proton.me/"/support/es-419/recommended-browsers/">https://proton.me/support/recommended-browsers

Please note that Javascript, SessionStorage, and Cookies need to be enabled in your browser for Proton to function properly: <a href=https://proton.me/"/support/es-419/javascript-session-storage-cookies/">https://proton.me/support/javascript-session-storage-cookies
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"downloadFailureOnIos"],"label":[0,"Download failure on iOS"],"content":[0,"Would you mind clearing the cache from the application to see if that resolves the issue? To clear the cache, simply navigate to Settings > Clear local cache. After clearing the cache, can you please log out and log back into the app? If the issue persists, please completely reinstall the Proton Drive application to see if that helps. In case the problem is not resolved, you will need to contact us so we can further investigate why this is happening. When contacting us, let us know if you attempted the debugging steps from above, and provide us with the requested information below. Are you experiencing this issue when attempting to download multiple files or single files as well? Would you mind providing us with the full size of the file/s you are attempting to download when encountering this behavior? What are the exact steps you are taking before encountering this problem?"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"downloadFailureOnAndroid"],"label":[0,"Download failure on Android"],"content":[0,"To try and resolve the issue, would you mind navigating to Android settings > Apps > Proton Drive > Storage > Clear data? Note that this will log you out. If the issue still persists, can you please try reinstalling the application? In case the problem is not resolved, you will need to contact us so we can further investigate why this is happening. When contacting us, let us know if you attempted the debugging steps from above, and provide us with the requested information below. Are you experiencing this issue when attempting to download multiple files or single files as well? Would you mind providing us with the full size of the file/s you are attempting to download when encountering this behavior? What are the exact steps you are taking before encountering this problem? Feel free to include a screenshot of the problem and any error messages you might be getting: <a href=https://proton.me/"/support/es-419/screenshot-reporting-bugs/">https://proton.me/support/screenshot-reporting-bugs
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"general"],"label":[0,"General"],"product":[0,"drive"],"contactFormCategoryMapping":[0,"Proton Drive"],"questions":[1,[[0,{"id":[0,"dedicatedProtonDriveApplications"],"label":[0,"Dedicated Proton Drive applications"],"content":[0,"We have native Proton Drive applications for Windows, Android, iOS and macOS. You can find and download the latest version of our apps at any time directly from the following website: <a rel=\"noopener noreferrer\" target=\"_blank\" href=https://proton.me/"https://protonapps.com//">https://protonapps.comhttps://proton.me/blog
https://twitter.com/ProtonDrivehttps://twitter.com/ProtonPrivacyhttps://proton.me/support/proton-drive-windows-on-demand-sync
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"theApplicationDoesNotAutomaticallyLogIn"],"label":[0,"The application does not automatically log me in / Unknown user is shown after booting the device and opening the app"],"content":[0,"If the Proton Drive Windows application tries to connect to our servers, but there is no internet at that moment, it will display the Unknown user error. Do not be alarmed as this does not mean that you are signed out of the app. We have automatic reconnect in place to counter behaviors such as this. This automatic reconnect occurs every 2-3 minutes. After your PC boots and successfully connects to the internet, would you mind waiting for a few minutes to see if the Proton Drive application will automatically connect?"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"bridgIinstallation"],"label":[0,"Bridge installation"],"product":[0,"bridge"],"contactFormCategoryMapping":[0,"Proton Mail Bridge"],"questions":[1,[[0,{"id":[0,"howToInstallProtonMailBridge"],"label":[0,"How to install Proton Mail Bridge"],"content":[0,"To install Proton Mail Bridge, navigate to the below link to download it: <a href=https://proton.me/"/es-419/mail/bridge/">https://proton.me/mail/bridge

Once you install the application, you’ll be greeted with the login screen. On this screen, enter your login details for your Proton Mail account. You have now successfully installed the Bridge. After logging in to your account, you can follow one of the guides to configure your account. The IMAP and SMTP details that are shown in the Bridge are the ones you need to enter in your email client. NOTE: If you still need immediate assistance with Proton Mail Bridge, for a faster response please report your issue through the Bridge app > Help > Report a problem"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"aliasesAndSendingMessages"],"label":[0,"Aliases and sending messages"],"product":[0,"pass"],"contactFormCategoryMapping":[0,"Proton Pass"],"questions":[1,[[0,{"id":[0,"sendingMessagesFromPassAliases"],"label":[0,"Sending messages from Pass aliases (reverse alias)"],"content":[0,"Please note that alias addresses created in Proton Pass are automatically stored in SimpleLogin as well. You can easily reply from your alias, by replying to the forwarded message directly from the mailbox address that the message was forwarded to. This is called the reverse alias. You can find a detailed guide at the following link: <a rel=\"noopener noreferrer\" target=\"_blank\" href=https://proton.me/"https://simplelogin.io/docs/getting-started/reverse-alias//">https://simplelogin.io/docs/getting-started/reverse-alias/https://app.simplelogin.io/auth/loginhttps://app.simplelogin.io/dashboard/mailboxhow to enable/disable desktop notifications</a> in details. "],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howCanIgetEmailNotifications"],"label":[0,"How can I get email notifications"],"content":[0,"Apart from the desktop/push notifications we have for our Web and Mobile applications, you can also enable email notifications. Having this option enabled, allows you to receive email notifications for certain events. In order for you to be able to receive an email notification Note: You can’t currently set email notifications on your iPhone or iPad (iOS/iPadOS). However, any email notifications you set or edit will be synced across your devices. See <a href=https://proton.me/"/support/es-419/calendar-email-notifications/">how to enable/disable email notifications</a> in details."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howCanIchangeTheDefaulyNotificationTimeForMyEvents"],"label":[0,"How can I change the default notification time for my events"],"content":[0,"In order for you to be able to change the default notification time for your future events, all you need to do is to edit the Calendar in which you wish to create those events or create a new one with the preferred preferences. To edit an existing Calendar, you need to log in via calendar.proton.me and locate the Calendar you wish to edit under My Calendars (left side bar) > click on the three dots > Edit > configure “Event notifications” or “All-day event notifications” > Save. See in <a href=https://proton.me/"/support/es-419/calendar-notifications-overview#edit-default-notifications-in-proton-calendar\">details how to edit default notification value</a> in Proton Calendar. On the other hand, if you wish to add a new Calendar with default notification settings, you need to log in via calendar.proton.me and click the plus sign (+) next to My calendars in the left sidebar > Create Calendar set the notifications you want to add to events in this calendar by default (“Event notifications” or “All-day event notifications”) > Save. Note: You can add up to five default event notifications and up to five default all-day event notifications."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"whyAmInotGettingNotificationsForMyEventsOnAndroid"],"label":[0,"Why am I not getting notifications for my events on Android"],"content":[0,"Can you please navigate to System Settings > Notifications > Proton Calendar and make sure that the 'Allow notifications setting' are enabled? Can you please check if battery optimization is turned on for the app? If so, please try turning "battery optimization" off in your device's settings, and run a test to see if the same will happen. Please also make sure that the Proton Calendar app is allowed to run in the background. Additionally, check any device/notification setting that may block the notifications while the phone's screen is off. You can also check your Android Do Not Disturb settings and see if you can make an exception for your Proton Mail application on your device. If this does not resolve the matter can you please try clearing the application data from your Android Settings > Apps > Proton Calendar > Storage > Clear Data and see if the issue will persist? Note, this will log you out of the Calendar application."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howCanIchangeTheNotificationsForExistingEventsOnAndroid"],"label":[0,"How can I change the notifications for existing events on Android"],"content":[0,"In order for you to change the notification value for an existing event via the Android Proton Calendar application, you need to click on that particular event > click on the Edit (pencil) button > under “Add notification” customize your notification > click ‘Done’ once finished. "],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howCanIchangeTheDefaultNotificationValueOnAndroid"],"label":[0,"How can I change the default notification value on Android"],"content":[0,"To change the default notification value for existing Calendar or shared Calendar using the Android Proton Calendar application, you need to click on the three horizontal lines > go to Settings > click on the three dots right next to your Calendar > click ‘Edit’ > customize the ‘Event notifications’ or ‘All-day event notifications’ > click ‘Save’. Note: you can only edit a shared calendar event on the web and Android apps. You can’t currently edit a shared calendar event on Proton Calendar for iPhone or iPad (iOS/iPadOS). On the other hand, if you wish to create a new Calendar via the Android Proton Calendar application and set customized notifications, you need to click on the three horizontal lines > click on the plus (+) sign right next to My Calendars > click ‘Create calendar’ > set the ‘Event notifications’ > click ‘Save’ once done. "],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howCanIchangeTheNotificationsForExistingEventsOnIOS"],"label":[0,"How can I change the notifications for existing events on iOS"],"content":[0,"If you have manually created an event in your Calendar application and you wish to change the notification value for it via the iOS Proton Calendar application, you will need to open that particular event > click on the Edit (pencil) button > customize the notification value > go back once done > click ‘Save. Note: currently you cannot change the notification value for events from shared Calendars or events that contains participants via the iOS Calendar application."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howCanIChangeTheDefaultNotificationValueOnIOS"],"label":[0,"How can I change the default notification value on iOS"],"content":[0,"To change the default notification value for existing Calendar using the iOS Proton Calendar application, you need to click on the three horizontal lines > go to Settings > click on the three dots right next to your Calendar > click ‘Edit’ > customize the ‘Event notifications’ or ‘All-day event notifications’ > click ‘Save’. Note: you can only edit a shared calendar event on the web and Android apps. You can’t currently edit a shared calendar event on Proton Calendar for iPhone or iPad (iOS/iPadOS). On the other hand, if you wish to create a new Calendar via the iOS Proton Calendar application and set customized notifications, you need to click on the three horizontal lines > click on the plus (+) sign right next to My Calendars > customize the ‘Event notifications’ or ‘All-day event notifications’ > click ‘Save’ once done."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"upload"],"label":[0,"Upload"],"product":[0,"drive"],"contactFormCategoryMapping":[0,"Proton Drive"],"questions":[1,[[0,{"id":[0,"problemsWithUploadingFiles"],"label":[0,"Problems with uploading files"],"content":[0,"If you're experiencing issues with uploading files, these few tips could help fix the issue. Please try clearing the cache and cookies from your browser: <a href=https://proton.me/"/support/es-419/how-to-clean-cache-and-cookies/">https://proton.me/support/how-to-clean-cache-and-cookies

Are you using any extensions? If yes, please turn them off just to see if that resovles the issue. Some extensions could interfere with the process. Would you mind trying another browser just to check if the same will happen? <a href=https://proton.me/"/support/es-419/recommended-browsers/">https://proton.me/support/recommended-browsers

Please note that Javascript, SessionStorage, and Cookies need to be enabled in your browser for Proton to function properly: <a href=https://proton.me/"/support/es-419/javascript-session-storage-cookies/">https://proton.me/support/javascript-session-storage-cookies
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"uploadFailureOnIos"],"label":[0,"Upload failure on iOS"],"content":[0,"Due to the encryption, the Proton Drive iOS application cannot upload/download in the background. In order to ensure a file is properly uploaded/downloaded or made available offline, the Proton Drive iOS application needs to be running, and not in the background. This being said, please make sure that the Proton Drive app is in the forefront when uploading the files and is not minimized. To try and resolve this issue, can you try clearing the app's cache or logging out and back into the app? If that does not help, please try reinstalling the app completely. In case the problem is not resolved, you will need to contact us so we can further investigate why this is happening. When contacting us, let us know if you attempted the debugging steps from above, and provide us with the requested information below. Can you let us know if this is happening with every file you try to upload or only certain ones? Are the files that are failing stored locally on your device, or perhaps on a third-party cloud? Are you using a VPN when encountering this behavior? If yes, would you mind turning off the VPN and re-attempting to upload the files to see if they will go through successfully? If you are getting any error messages, can you please provide us with a screenshot of the error message you are getting, so we can look into it further and assist you accordingly? Also, can you provide us with the exact steps you are taking in order to initiate the upload so we can try to reproduce the issue from our end?"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"uploadFailureOnAndroid"],"label":[0,"Upload failure on Android"],"content":[0,"We would like to mention that due to the encryption, the Proton Drive Android application cannot upload/download in the background. In order to ensure a file is properly uploaded/downloaded or made available offline, the Proton Drive Android application needs to be running, and not in the background. This being said, please make sure that the Proton Drive app is in the forefront when uploading the files, and is not minimized. To try and resolve the issue, would you mind navigating to Android settings > Apps > Proton Drive > Storage > Clear data? Note that this will log you out. Would you mind reinstalling the app completely? In case the problem is not resolved, you will need to contact us so we can further investigate why this is happening. When contacting us, let us know if you attempted the debugging steps from above, and provide us with the requested information below. Does this happen with all the files you try to upload, or only certain ones? Would you mind sharing the full size of the file/s? Are you using a VPN when encountering this behavior? If yes, would you mind turning off the VPN and re-attempting to upload the files to see if they will go through successfully? If the issue persists, can you let us know if you are getting any error message? Can you please provide us with a screenshot of the error message you are getting, so we can look into it further and assist you accordingly?"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"uploadAfileThroughTheiOSshareButton"],"label":[0,"Upload a file through the iOS share button"],"content":[0,"The option to upload files to Proton Drive through the Share button is not available on the application currently. It has been previously requested from our developer team. We are looking closely at every suggestion our customers are reporting and try to implement it in future updates to make Proton Drive more user-friendly. However, we cannot speculate on an exact date when this feature will be implemented yet. As a workaround, you can try uploading it directly from the Files app. To achieve this, follow these steps: <ol><li>Locate the file you wish to upload</li><li>Click on the Share button > select Save to Files</li><li>Locate the Proton Drive entry under Browse</li><li>Click on Proton Drive and then click on the Save button located in the top right corner</li></ol>"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"storage"],"label":[0,"Storage"],"product":[0,"drive"],"contactFormCategoryMapping":[0,"Storage"],"questions":[1,[[0,{"id":[0,"howToAcquireMoreThan500GBofStorage"],"label":[0,"How to acquire more than 500GB of storage"],"content":[0,"If you require a lot of storage, you can consider subscribing to our Proton Family plan, which comes with 3 TB of storage space that can be shared with up to 6 members. For more information about the Family plan, please look into the following article: <a href=https://proton.me/"/support/es-419/proton-plans/">https://proton.me/support/proton-plans

If you require less than 3 TB of storage,in order to obtain the desired storage space on your Proton account, you will need to upgrade your subscription to the Proton Business plan and add more user slots to it. The Business plan comes with 500 GB by default, however, with each added additional user slot you'll receive 500 GB of storage space. To increase your storage, simply log into your account from the Proton website (<a rel=\"noopener noreferrer\" target=\"_blank\" href=https://proton.me/"http://mail.proton.me/login/">mail.proton.me/loginhttps://proton.me/business/plans
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"storageSpaceIsNotUpdatingAfterDeletedFilesOrUnsuccessfulUpload"],"label":[0,"Storage space is not updating after deleted files or unsuccessful upload"],"content":[0,"Sometimes when you are uploading a file and it fails to be uploaded, or when deleting very large files, the file can be stuck. We have a garbage collector in place that clears out all such files every 4 hours. However, sometimes it can fail, and when this happens the garbage collector does not clear the storage automatically and immediately but after a longer period. If the used storage is not updated after more than 4 hours of your latest deletion activities, please contact us so that we can further investigate the issue from our end."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"general"],"label":[0,"General"],"product":[0,"pass"],"contactFormCategoryMapping":[0,"Proton Pass"],"questions":[1,[[0,{"id":[0,"cantLocateTheGeneratedPasswordForAWebsite"],"label":[0,"Can't locate the generated password for a website"],"content":[0,"Please note that you can locate generated passwords in the password history for up to 24 hours since they were generated. To access this, click on the Navigation menu on the extension, and select "Advanced" > "Generated password"."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"iCantAccessTheExtensionOffline"],"label":[0,"I can't access the extension offline"],"content":[0,"There are two scenarios that we're aware of where you would not be able to access your login items on the extension without an internet connection.<ul><li>Enabling the pin code requires an internet connection, so the user session is locked on the server side. This increases the security and prevents the case where a bad actor can uninstall/reinstall the Pass web extension and is able to log in if you currently have an active Proton session. The extension can work offline if the automatic lock isn't enabled.</li><li>Another reason for not being able to access the extension offline is if you closed and re-opened the browser while offline. The extension will try to get the latest update from other devices and this also requires internet. We're planning to address this behavior in a future update though.</li></ul>"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"protonPassFreeOfferIsThereA2FAonTheFreeProtonPass"],"label":[0,"Proton Pass free offer / Is there a 2FA on the free Proton Pass?"],"content":[0,"With the Free Proton Pass plan, you can create as many login entries as you would like, however, only 3 logins can have 2FA enabled at one time. You also can have only 1 Vault and 10 hide my email aliases. You can find more information regarding Proton Pass here: <a href=https://proton.me/"/es-419/pass/free/">https://proton.me/pass/free
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"canIimportMy2FAauthenticatorCodesFromGoogleAuthenticator"],"label":[0,"Can I import my 2FA authenticator codes from Google Authenticator?"],"content":[0,"Unfortunately, Google Authenticator only allows exporting the 2FA secrets to another Google Authenticator, and not to other 2FA authenticator apps. This is a limitation on Google Authenticator's end, and not Proton Pass. To add the 2FA codes to Proton Pass, you would need to manually add each account."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"havingAseparatePasswordForProtonPass"],"label":[0,"Having a separate password for Proton Pass"],"content":[0,"Please note that no matter how you use password managers, you will always be required to remember at least one password or passphrase. Your Proton password allows you to access all of our services under one account (Mail, VPN, Calendar, Drive, and now, Pass). This acts as your master password for your account and we can suggest that you always remember this password. You can also always use separate means to keep your recovery codes, recovery phrases, and file for your Proton account in order to ensure that you never lose access to your account or data. Additionally, we offer multiple recovery methods for your Proton account as well, however, we strongly recommend that you keep your recovery data safe and separate from the Proton account that it is associated with."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"installation"],"label":[0,"Installation"],"product":[0,"drive"],"contactFormCategoryMapping":[0,"Proton Drive"],"questions":[1,[[0,{"id":[0,"iHaveWindows10ButCannotInstallProtonDrive"],"label":[0,"I have Windows 10, but cannot install Proton Drive"],"content":[0,"The Proton Drive Windows application can only be installed on Operating System versions which are supported by Microsoft due to security reasons. You can find a list of supported Windows 10 versions on the following link: <a rel=\"noopener noreferrer\" target=\"_blank\" href=https://proton.me/"https://en.wikipedia.org/wiki/Windows_10#:~:text=In%202021%2C%20however%2C%20Microsoft%20announced,end%20on%20October%2014%2C%202025\">https://en.wikipedia.org/wiki/Windows_10#:~:text=In%202021%2C%20however%2C%20Microsoft%20announced,end%20on%20October%2014%2C%202025(nueva ventana)</a> Currently, the only Windows 10 supported versions are 21H2 (19044) and 22H2 (19045). Also, it is important to note that Proton Drive does not work on 32-bit systems. In order to be able to install the Proton Drive application, please update your OS to the most recent version and try again. In order to find out the exact Windows version you currently have installed, please follow the next steps:<ul><li>Press Windows key + R (win + R)</li><li>Type winver in the CMD prompt</li></ul>"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"mobileApps"],"label":[0,"Mobile apps"],"product":[0,"mail"],"contactFormCategoryMapping":[0,"Other"],"questions":[1,[[0,{"id":[0,"shouldIUseAndroidOrIos"],"label":[0,"Should I use Android or iOS"],"content":[0,"Choosing your smartphone device depends solely on your choice. We have published some blog posts that can help you make that decision and provide you with additional information regarding the client security for both Android and iOS. <a href=https://proton.me/"/blog/es-419/android-client-security-model/">https://proton.me/blog/android-client-security-model

https://proton.me/blog/ios-security-model

Using the Play Store and the App Store provides security functionality that only allows the owner of an application to publish updates to the application. This keeps our users safe from malicious apps that may try to impersonate Proton Mail."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"whatIsMultiAccountSupport"],"label":[0,"What is multi-account support?"],"content":[0,"Please note that you can be logged into multiple paid Proton Mail accounts at one time through the Proton Mail Android application. However, please keep in mind that you can only be logged into one Free account at a time. To log in to additional accounts through the Proton Mail Android application, please follow these steps: <ol><li>Open the Proton Mail application</li><li>Tap on the three horizontal lines in the top left corner of the page</li><li>Tap on your username at the top of the menu</li><li>Tap on "Add Account"</li><li>On the page enter your correct login credentials and select Sign In </li></ol> To switch between accounts, please follow these steps: <ol><li>Open the Proton Mail application</li><li>Tap on the three horizontal lines in the top left corner of the page</li><li>Tap on your username at the top of the menu</li><li>Select the account that you would like to access</li></ol>"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToDownloadTheIOSbetaApplication"],"label":[0,"How to download the iOS Beta application"],"content":[0,"If you'd like to join the TestFlight beta, you can join from the link below. Also, when installing the app it will replace the one that you have installed from the App Store. <a rel=\"noopener noreferrer\" target=\"_blank\" href=https://proton.me/"https://testflight.apple.com/join/8SxXknzD/">https://testflight.apple.com/join/8SxXknzDhttps://proton.me/support/desktop-notifications
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"iAmNotReceivingPushNotificationsOnAndroidOrIos"],"label":[0,"I am not receiving push notifications on Android/iOS"],"content":[0,"If you are using an iOS device, please check if you have notifications enabled for the Proton Mail iOS app form iOS Settings > Proton Mail > Notifications > Allow Notifications. Please check if 'Focus' is disabled as this can interfere with the push notifications. You can check this in the iOS Settings > Focus > Do Not Disturb. If you are experiencing this when connected to a Wi-Fi network, please try connecting to a mobile data network and see if you will experience the same, or viceversa. If that doesn't solve the issue, please try turning off the "Alternative routing" option in the app settings to see if that helps. You can find this option by opening the Proton Mail iOS app > Settings > Alternative routing. You could also try clearing the cache from the application to see if that resolves the issue. To clear the cache, simply navigate to Settings > Clear local cache. In case clearing the cache doesn't help, please log out and log back into the app. <a href=https://proton.me/"/support/es-419/not-receiving-push-notifications/">For more information, please visit the following link: https://proton.me/support/notreceiving-push-notifications</a> If you are using an Android device, please double-check that you have the push notifications setting set on enabled. You can check this by navigating to the app Settings > Push Notifications > Notification Settings. If they are disabled make sure to enable them in order to further receive push notifications. Also, please navigate to System Settings > Notifications > Proton Mail > enable the Allow notifications setting. Also, please check any device/notification setting that may block the notifications while the phone's screen is off. Please also see if there are any Android Do Not Disturb settings dedicated for the Proton Mail application. If the above does not solve the problem, please try the following steps: Clear the cache from the settings menu? To do so please access the side menu on the top left corner and go to Settings > Local cache > Clear data. You can also try clearing the application data from your Android Settings > Apps > Proton Mail > Storage > Clear Data and see if the issue will persist? Kindly note that this will log you out of your account. As a last resort, you can reinstall the application from the Google Play Store. Furthermore, do you have and use Google Play Services? If not, please note that we use Google Play Services in order to distribute the push notifications to your device. If you do not have Google Play services, you will not receive push notifications. For more information, please visit the following link:<a href=https://proton.me/"/support/es-419/not-receiving-push-notifications/"> https://proton.me/support/notreceiving-push-notifications</a>"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"whyAmIreceivingNotificationEmailsAboutNewMessagesOnMyProtonAccount"],"label":[0,"Why am I receiving notification emails about new messages on my Proton account?"],"content":[0,"Proton Mail can send notification emails to any verified email address you choose to alert you that messages have arrived in your Proton Mail inbox and custom folders(new window). All notification emails will come from noreply@mail.proton.me. Proton Mail’s notification email system will not spam you with notifications. Notifications are only sent if:<ul><li>It has been 24 hours since you logged into your account. If you access your Proton Mail account and then leave it (for example, if you sign out or close your browser), the 24-hour waiting period will reset. A new received email will trigger a notification within an hour or two.</li><li>There are new messages in your inbox (messages that have already been read but are then marked as unread do not count). </li></ul>No more than 1 notification email is sent per day. We do not currently support notifications for individual emails, as this would increase the load on our servers and opens the possibility of our users being subjected to spam. In order to enable or disable this feature you can log in to Proton Mail at mail.proton.me and go to Settings → All settings → Proton Mail → Messages and composing → General and turn on or off the Daily email notifications switch. <a href=https://proton.me/"/support/es-419/notification-email/">https://proton.me/support/notification-email
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"whyAmISeeingAnewLoginSecurityAlert"],"label":[0,"Why am I seeing a new login security alert"],"content":[0,"Every time someone logs into your Proton Account using your account password, we’ll send a security alert push notification to your mobile device if you have the Proton Mail iOS or Android app installed. This is one of the multiple layers of defense that Proton uses to keep your account secure. If you have two-factor authentication (2FA) enabled, you’ll receive the alert even if 2FA failed to successfully authenticate the login. The Proton Mail mobile apps display the notification when there is a new login and provide the following information: <ul><li>The Proton service that was logged into (Proton Account, <a href=https://proton.me/"/es-419/mail/">Proton Mail, Proton VPN,</a> <a href=https://proton.me/"/es-419/drive/">Proton Drive,</a> or <a href=https://proton.me/"/es-419/calendar/">Proton Calendar</a>).</li><li>The platform the login occurred on (web, Android, or iOS). Note that all web logins are reported as Proton for web since logging into any Proton service in your browser logs you into all your Proton services. </li></ul>If the login was from you, simply ignore the alert. If you don’t recognize a login<a href=https://proton.me/"/support/es-419/log-out-all-other-sessions/">, log out of all other sessions</a> and change your password immediately. We recommend using a <a href=https://proton.me/"/blog/es-419/open-source-password-managers/">password manager</a> to generate a strong, unique password."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"importExport"],"label":[0,"Import-export"],"product":[0,"calendar"],"contactFormCategoryMapping":[0,"Proton Calendar"],"questions":[1,[[0,{"id":[0,"whyAmIunableToUploadMyICSfile"],"label":[0,"Why am I not able to upload my .ics file"],"content":[0,"Please note that some events, calendar details, and calendar formats are currently not supported by Proton Calendar and so cannot be imported. When importing an .ics file, if the import process fails at some point, you will be able to see the details about the failed import simply by clicking on the ‘Click for details’ button. An import usually fails due to containing items that are not supported, like: <ul><li>Format of calendars other than Gregorian, such as Arabic, Hebrew, or Chinese calendars</li><li>Calendar components like To-dos, Tasks, and Journals</li><li>Events outside the supported date bounds. Proton Calendar currently supports events between 1970 and 2037</li><li>Events based on recurrence rules that are not supported by Proton Calendar</li><li>Event participants (for imported events) </li></ul> Note: If you try to import any of these items, Proton Calendar will inform you how many can be imported and you can choose whether to proceed"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToImportICSfileInTheAndroidCalendarApp"],"label":[0,"How to import .ics file in the Android Calendar app"],"content":[0,"In order for you to upload a .ics file to your Proton Calendar application, first you will need to have the file saved on your device. Then, you simply need to click on the file and choose the Proton Calendar application. After this, you will be asked if you like to import the events. On the other hand, if you receive a .ics file via mail, you can open the .ics file simply by clicking on it or clicking on the "Open in Proton Calendar" button."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"storage"],"label":[0,"Storage"],"product":[0,"account"],"contactFormCategoryMapping":[0,"Storage"],"questions":[1,[[0,{"id":[0,"howToGet1GBofStorageOnTheFreePlan"],"label":[0,"How to get 1GB of storage on the free plan"],"content":[0,"All Proton Mail accounts are created with 500 MB of storage on the free plan, but it can be increased for a limited time after the account creation. By performing 4 quick action in 15 days after you have created your account, you can boost your storage to 1 GB.<ul><li>Discover how our privacy features protect you</li><li>Set up automatic forwarding from Gmail</li><li>Change an account login to your Proton Mail address</li><li>Get the Proton Mail app on your iPhone or Android device </li></ul>Once you’ve completed all actions, we’ll upgrade your storage space to 1 GB automatically, allowing you to keep even more emails in your inbox. Log in to the Proton Mail web app, and you’ll see your list of actions below the messages in your inbox. Completed actions will appear with a checkmark. If you have five or more messages in your inbox, you’ll find the get-started actions at the bottom left of your inbox above your storage space. You can also access them by going to Settings → Open checklist and get free storage. You can find more details about the required actions on the link below: <a href=https://proton.me/"/support/es-419/get-started-mail/">https://proton.me/support/get-started-mail
"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"howToIncreaseTheStorageOnApaidPlan"],"label":[0,"How to increase the storage on a paid plan"],"content":[0,"Our Proton Free plan comes with 500 MB of storage by default. After signing up for Free, you can boost your storage to 1 GB by completing <a href=https://proton.me/"/support/es-419/get-started-mail/">four simple actions</a> to complete your account setup. If you’d like to further boost your storage, you’ll need to upgrade to a paid plan. Unlike other free internet services, Proton doesn’t harvest your personal data to generate revenue by showing advertisements. Instead, we offer paid plans that provide additional features, including increased storage capacity: <ul><li>Proton Mail Plus: 15 GB</li><li>Proton Unlimited: 500 GB</li><li>Proton Visionary(legacy plan not available for purchase): 3 TB </li></ul><a href=https://proton.me/"/support/es-419/upgrade-downgrade/">Learn how to upgrade your Proton plan</a> If you need even more storage, consider one of our Proton for Business plans, which allows you to add more storage by adding users: <ul><li>Proton Essentials: 15 GB per user</li><li>Proton Business: 500 GB per user </li></ul><a href=https://proton.me/"/support/es-419/proton-for-business/">Learn more about Proton for Business plans</a> Learn how to add users and allocate storage <a href=https://proton.me/"/support/es-419/add-users-organization/">

To thank all of you who pay for Proton for your loyalty and continuing support, we give you an annual Storage Bonus.Our annual Storage Bonuses used to be fixed at 1 GB per year for all Proton plans. But now your annual bonus depends on what plan you have. <a href=https://proton.me/"/support/es-419/storage-bonus/">Learn more about Proton Storage Bonuses</a>"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"theStorageSpaceIsNotProperlyReflected"],"label":[0,"The storage space is not properly reflected"],"content":[0,"You can find your storage allowance, along with your current storage usage, in the lower left corner of the Proton Mail web app. To find your current storage in our iOS and Android mobile apps, go to Settings → Account Settings and select your account. Your current storage allowance and usage are located under the Account header. In some cases, after deleting a large volume of messages, or very big files stored on your Proton Drive, the used storage space might not be immediately updated. In most cases this is resolved automatically within a few hours. In case incorrect data is shown on a single client, try clearing the cache either in your web browser (if you are using the web client) or in the application itself."],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}],[0,{"id":[0,"general"],"label":[0,"General"],"product":[0,"bridge"],"contactFormCategoryMapping":[0,"Proton Mail Bridge"],"questions":[1,[[0,{"id":[0,"differenceBetweenCombinedAddressModeAndSplitAddressMode"],"label":[0,"Difference between Combined Addresses Mode and Split Addresses Mode"],"content":[0,"Proton Mail Bridge provides a unique functionality to split your addresses in different mailboxes. With Combined mode, all the messages for your addresses will show in the same mailbox. However, if you switch to combined address mode, each address will show its own messages – but you will have to configure each address separately in the email client. To enable Split Mode, open the Bridge, choose your account from the left side, and then toggle the Split addresses switch. NOTE: If you still need immediate assistance with Proton Mail Bridge, for a faster response please report your issue through the Bridge app > Help > Report a problem"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}],[0,{"id":[0,"bridgeConnectionIssuesWithOutlookAppleMailOrThunderbird"],"label":[0,"Bridge connection issues with Outlook, Apple Mail or Thunderbird"],"content":[0,"In case you face any issues with the connection between the Bridge and your email client, you can try to perform some of the below steps: <ol><li>Remove and re-add the account to the email client</li><li>Reset the Bridge and then remove/re-add the account to the email client. </li></ol>For Outlook on Windows, you can remove the account from File -> Account Settings -> Account Settings, then select your account and choose Remove. For Outlook on Mac OS, to remove the account, go to Tools -> Account Settings, then choose the account and click the “-“ button to remove it. When it comes to Apple Mail, you have to remove it from Profiles which is located in System Preferences (you can use the search function to find it), then choose the account and use the “-“ icon to remove it. As for Thunderbird, go to Menu -> Account Settings, then choose your account and from Account Actions, choose Remove account. You can follow our guide to re-add the accounts again: <a href=https://proton.me/"/support/es-419/protonmail-bridge-configure-client/">https://proton.me/support/protonmail-bridge-configure-client

NOTE: If you still need immediate assistance with Proton Mail Bridge, for a faster response please report your issue through the Bridge app > Help > Report a problem"],"additional":[0,{"title":[0,null],"content":[0],"buttonLabel":[0,null],"buttonLink":[0,null]}]}]]]}]]],"telemetryTraffic":[0,"web"]}" ssr client="load" opts="{"name":"TroubleshootingSection","value":true}" await-children>
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