Proton: Billing & payment experiences
Customers overwhelmingly report frustration with Proton’s billing and payment system, with 365 negative mentions compared to just 18 positive ones out of 413 total references. Reviews consistently highlight issues such as unexpected charges, lack of transparency around auto-renewals, and difficulty canceling subscriptions. Many users describe the process as confusing or deceptive, with some claiming they were charged multiple times or lost access to their accounts without warning. The sentiment has trended downward over time, dropping from around 2 stars in late 2025 to a low of 1.2 stars in December 2025 and January 2026. However, there has been a modest improvement since February 2026, with ratings rising to 2.5 stars in July 2026, suggesting possible changes in policy or customer service response. Despite this, the overall experience remains negative for most users, particularly regarding payment control and communication from Proton.
What customers praise
Customers praise Proton’s commitment to privacy and the reliability of its core services, especially Proton VPN and Proton Pass. Some users appreciate the app’s intuitive design and strong encryption, noting that it doesn’t collect or sell user data. A few mention that customer support is responsive and willing to work with users to resolve issues, particularly around billing disputes. These positive experiences are often tied to the product’s functionality rather than the billing process itself.
What customers said:
- „it does hav a auto renewal, so please make sure to check if that's what you want.“
- „respects your privacy“
- „End-to-end encryption, no ads, no data misuse“
„End-to-end encryption, no ads, no data misuse“
Original„Ende-zu-Ende-Verschlüsselung, keine Werbung, kein Datenmissbrauch.“
Common complaints
Common complaints center on auto-renewals that users didn’t understand or consent to, leading to unexpected charges. Many report being unable to cancel subscriptions easily, especially through Google Play, and some claim they were charged multiple times due to failed or repeated payment attempts. Others describe poor communication from Proton, including generic or unhelpful responses to support requests. A recurring issue is the inability to switch email plans or access refunds, even after prolonged email exchanges.
What customers said:
- „cant swap my email ads over to unlimited“
- „Auto Renewal money making machine.“
- „I panicked thinking my card was in evil hands“
How it has changed over time
Billing issues have worsened over time, with customer sentiment declining from 2.13 stars in August 2025 to a low of 1.2 stars in December 2025 and January 2026. This drop coincides with increased reports of payment errors, account access problems, and lack of transparency. The situation improved slightly in early 2026, with ratings rising to 2.5 stars in July, possibly due to changes in how Proton handles renewals or responds to complaints. However, the overall trend remains negative, indicating persistent systemic problems in the billing experience.
What customers said:
- „May I have the 2 refunds on the 2 times I've purchased Proton Pass returned?“
- „hasn't made me pay a random subscription so far“
- „I just got a generic answer that they seem to copy and paste to other negative reviews.“
Practical takeaways
Users should carefully review subscription terms before signing up, especially on Google Play, where cancellations can be difficult. It’s recommended to disable auto-renewal if not needed and to monitor payment activity closely. For those facing issues, contacting support directly may help, though responses are inconsistent. If a refund is needed, users should document all communication and consider reaching out through official channels or third-party platforms like Google Play’s dispute system.
What customers said:
- „the payment is through playstore“
„the payment is through playstore“
Original„el pago es por playstore“
- „can i take please take back my money🙏🏾“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2025-08 | 2.13 | 8 |
| 2025-09 | 2.00 | 8 |
| 2025-10 | 1.78 | 9 |
| 2025-11 | 1.25 | 12 |
| 2025-12 | 1.20 | 10 |
| 2026-01 | 1.56 | 16 |
| 2026-02 | 2.13 | 16 |
| 2026-03 | 2.09 | 11 |
| 2026-04 | 1.68 | 19 |
| 2026-05 | 1.92 | 37 |
| 2026-06 | 1.95 | 39 |
| 2026-07 | 2.50 | 66 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2025-08 | 13% | 0% | 88% | 8 |
| 2025-09 | 0% | 0% | 100% | 8 |
| 2025-10 | 11% | 0% | 89% | 9 |
| 2025-11 | 0% | 0% | 100% | 12 |
| 2025-12 | 0% | 0% | 100% | 10 |
| 2026-01 | 6% | 0% | 94% | 16 |
| 2026-02 | 13% | 6% | 81% | 16 |
| 2026-03 | 0% | 0% | 100% | 11 |
| 2026-04 | 0% | 5% | 95% | 19 |
| 2026-05 | 0% | 8% | 92% | 37 |
| 2026-06 | 0% | 8% | 92% | 39 |
| 2026-07 | 6% | 17% | 77% | 66 |
Customer voices
Short excerpts - full reviews are available at the original source.
„then want 4 times the payments“
„They got my money for that“
„Would I have been triple charged if you had pulled money twice“
„tried to pull on the 20th and twice today“
„I ended up paying for a full year and it sucks!!“
„So I only had one option: block them on my Revolut..“
„My payment was done but I didn’t get any subscriptions“
„so I end up with the plus service and 2 debit cards for almost 170 euros“