Proton: Ordering & website experiences
Customers have mixed views on Proton’s ordering and website experience, with a clear majority expressing dissatisfaction. Reviewers report that the website and ordering process are often frustrating, particularly when trying to upgrade plans, reset passwords, or manage accounts. Many describe issues like being locked out of accounts, broken password recovery, and confusing navigation. While a small number of users praise the simplicity of setup and ease of use, especially on mobile, these positive experiences are outweighed by recurring complaints about technical glitches, poor account management, and a lack of basic functionality. The overall trend shows a decline in satisfaction from mid-2025 through early 2026, with ratings dipping below 2.6 stars, before showing a slight recovery in late 2026. This suggests persistent problems with core user flows, despite some improvements in recent months.
What customers praise
Customers who praise Proton’s ordering and website often highlight the simplicity of initial setup, especially on Android and desktop. Some users appreciate the straightforward navigation and the fact that the app does what it claims without unnecessary complexity. A few mention that the free plan offers good value with unlimited access to multiple countries and no ads. These positive experiences are typically tied to basic functionality rather than advanced features or account management.
What customers said:
- „Absolutely loved the ease of setting up this app.“
- „very easy to use“
- „Totally easy to use.“
Common complaints
Common complaints center on account access and management. Users report being locked out of their accounts despite correct passwords, with password reset guides that don’t work. Some say they cannot delete accounts without first canceling subscriptions, and others find that saved passwords fail when logging in from different devices. These issues often occur before users even send their first email, making the onboarding process feel broken.
What customers said:
- „twice now in the last few months I have been logged out“
- „Created another account on windows. Tried logging in on iPhone, tells me password is wrong“
How it has changed over time
Over time, the quality of the ordering and website experience has shown a downward trend, with ratings falling below 2.6 stars in mid-2026. This decline coincides with reports of persistent login issues, broken password recovery, and forced upgrade prompts. However, there was a slight improvement in late 2026, with ratings rising to 2.96 and 3.04 stars, suggesting that some fixes may have been implemented, though core problems remain unresolved.
What customers said:
- „the lack of formatting options when composing emails makes this app simply unusable“
- „keep changing automatically to US even though I set it up before.“
- „Information about using this app is good.“
Practical takeaways
For users considering Proton, the ordering and website experience may be a major hurdle. If you’re looking for a simple, reliable way to set up and manage an account, the current system is not dependable. The frequent login failures, broken password recovery, and confusing upgrade prompts make it risky to rely on. However, if you’re already using the service and only need basic access, the app may still work for you. Be prepared to troubleshoot or seek help from support, as self-service options are often non-functional.
What customers said:
- „they’ve only asked in turn ask me for a screenshot or recording…absolutely maddening“
- „the mail folders you create in Outlook are not shown in this app.“
- „the insistent Force to upgrade has distorted the purpose of the app“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2025-08 | 3.12 | 41 |
| 2025-09 | 2.56 | 59 |
| 2025-10 | 2.54 | 94 |
| 2025-11 | 2.78 | 81 |
| 2025-12 | 2.73 | 64 |
| 2026-01 | 2.98 | 89 |
| 2026-02 | 2.88 | 104 |
| 2026-03 | 2.60 | 120 |
| 2026-04 | 2.94 | 108 |
| 2026-05 | 3.04 | 126 |
| 2026-06 | 2.79 | 161 |
| 2026-07 | 2.96 | 279 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2025-08 | 32% | 2% | 66% | 41 |
| 2025-09 | 14% | 12% | 75% | 59 |
| 2025-10 | 10% | 15% | 76% | 94 |
| 2025-11 | 14% | 15% | 72% | 81 |
| 2025-12 | 14% | 9% | 77% | 64 |
| 2026-01 | 11% | 16% | 73% | 89 |
| 2026-02 | 15% | 21% | 63% | 104 |
| 2026-03 | 14% | 11% | 75% | 120 |
| 2026-04 | 22% | 14% | 64% | 108 |
| 2026-05 | 25% | 11% | 64% | 126 |
| 2026-06 | 19% | 16% | 65% | 161 |
| 2026-07 | 19% | 29% | 53% | 279 |
Sub-topics
- Free plan & upgrades - 33 mentions
- Account & login - 18 mentions
- Setup & configuration - 16 mentions
Customer voices
Short excerpts - full reviews are available at the original source.
„I don't like to remain signed in“
„I wish we had the option to use our phone numbers for 2 factor“
„Proton added categories and labels for Newsletter and Primary that cannot be turned off“
„App/mail is now unusable and enraging“
„Everytime I turn it of on my pc it automatically connects without me even opening the app to connect“
„Inability to select a US State, only the country itself, for the "Fastest" connection type is also a con“
„I am logged in the app but when I try to log in somewhere else my saved password comes up as incorrect.“
„The online guide how to reset password is incorrect.“