Question 1

How responsive is Proton Mail's customer support?

Accepted Answer

Proton Mail's customer support responsiveness is widely criticized for being slow, unhelpful, and often non-responsive, with users reporting days-long delays, generic replies, and no resolution to issues like account verification, refunds, or technical bugs.

Slow or no response: Reviewers report that support responses are extremely slow, with some waiting days for replies and others receiving no response at all. Multiple users mention sending multiple tickets without any meaningful follow-up, especially regarding refund requests.

Generic replies: Many users describe support replies as generic, unhelpful, or copy-pasted, with no real attempt to address specific issues. One reviewer called the response 'inadequate' and accused Proton of ignoring complaints, while another noted the feedback form doesn't work properly.

Unresolved issues: Despite ongoing issues like missing verification codes, broken app features, and connection problems, users say support fails to provide actionable solutions. The lack of a phone number for urgent issues adds to frustration.

Question 2

Why does Proton VPN slow down my internet speed even when my ISP is fast?

Accepted Answer

Yes, Proton VPN can slow down internet speed even with a fast ISP, according to multiple reviewers who report significant slowdowns, frequent disconnections, and poor performance, especially on the free version and certain server locations.

Speed Reduction: Reviewers report that Proton VPN significantly reduces internet speed despite having a fast ISP, with some describing the slowdown as 'super slow' or 'trash' and noting they must disconnect to browse normally. The issue appears consistent across multiple users, particularly on the free tier.

Connection Instability: Several users mention that the app frequently disconnects or stalls, especially when using the free version or connecting to distant servers like the USA, which worsens performance. One reviewer noted the app defaults to a faraway server without explanation, leading to poor speeds.

Workarounds Needed: While some users tried workarounds like manual server key setups for better performance, most found the app’s built-in functionality unreliable. The overall experience is seen as inconsistent and frustrating, with no clear fix from Proton’s support.

Question 3

Why won’t Proton VPN connect or load websites, even with nearby servers?

Accepted Answer

Proton VPN users report frequent connection failures, slow speeds, and websites not loading, even when using nearby servers, often due to unstable connections, poor app performance, or unexpected server routing. Some also note that the app disconnects hotspots and fails to respond to support requests.

Connection Instability: Reviewers report that Proton VPN frequently fails to connect or stalls during use, even when selecting nearby servers. One user said the connection stalls constantly and requires repeated reconnection attempts throughout the day.

Severe Speed Issues: Many users describe severe slowdowns, with internet speeds dropping drastically despite having fast internet. Some say they must disconnect the VPN repeatedly just to browse normally, and one user noted speeds were nearly 1 Gb, which is unusable for normal browsing.

Wrong Server Routing: Several users mention that the app defaults to distant servers, like the USA, despite trying to avoid them, and that the connection often routes to another continent without explanation. This routing issue appears to worsen performance and frustrate users.

Question 4

Why do Proton support replies feel generic and unhelpful, especially for serious issues?

Accepted Answer

Many reviewers report that Proton's support responses feel generic, unhelpful, and often appear to be copy-pasted, especially when dealing with serious technical issues like connection failures, slow speeds, or account problems. Some users also describe long delays or no response at all, suggesting poor responsiveness and lack of personalized attention.

Generic Responses: Reviewers report that Proton's support responses often come across as generic, with one user stating they received a reply that seemed copied and pasted from other negative reviews. Another noted that the response to a serious connection issue failed to address the core problem, such as being routed to a distant server without explanation.

Poor Responsiveness: Several users describe long delays or no response at all, with one stating they sent four tickets about a refund and received no reply. Another mentioned the feedback form doesn’t work properly and was repeatedly asked for screenshots without progress, indicating poor follow-up and support engagement.

Frustration & Unresolved Issues: The combination of unhelpful replies and unresolved technical issues, like constant connection stalls, slow speeds, and app malfunctions, leads users to feel ignored. Some compare Proton’s support unfavorably to other services, noting that similar problems don’t occur with competitors.

Question 5

Why doesn’t the feedback form in Proton Pass work, especially when attaching files?

Accepted Answer

The feedback form in Proton Pass does not work properly, especially when trying to attach files, as users report being asked to provide screenshots or recordings instead of receiving functional support. Some reviewers also note that Proton’s customer service is unresponsive or provides generic replies, worsening the frustration.

Form Malfunction: Reviewers report that the feedback form in Proton Pass fails to function correctly, particularly when attempting to attach files. Instead of resolving the issue, users are repeatedly asked to submit screenshots or recordings, which adds to the frustration.

Poor Support Response: Several users describe a lack of meaningful response from Proton’s support team, with some stating they sent multiple tickets without any reply. One reviewer suspects the company is ignoring their requests, especially regarding refunds.

User Frustration: The combination of a non-functional feedback form and unresponsive customer service makes it difficult for users to report issues or get help. This lack of support undermines trust in the product’s reliability.

Proton: Support responsiveness (Customer service)

What customers praise

Common complaints

How it has changed over time

Practical takeaways

Customer voices