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Support Center / Account / Solutions to ProtonVPN Login Problems

Solutions to ProtonVPN Login Problems

If you are having trouble logging into ProtonVPN, here are a couple common causes and solutions.

There are many ways to log into ProtonVPN. To access your account details to view your current plan, payment information, account details, and download OpenVPN config files, you need to visit the ProtonVPN Dashboard (https://account.protonvpn.com) and sign in using your Proton Username and Password (if you are a ProtonMail user, this is the same as your ProtonMail login).

If you are having trouble logging into the ProtonVPN account Dashboard, you can find solutions in the next section of this article.

If you are logging into our Windows VPN application, you need to also use your Proton Username and Password.

If you have trouble logging into the Windows VPN application, please visit this page.

If you are connecting to ProtonVPN using a third party OpenVPN application, you need to use your OpenVPN Username and Password which can be found in the ProtonVPN Account Dashboard in the  ‘Account’ tab.

If you have trouble logging in with an OpenVPN application, please visit this page.

Common ProtonVPN Dashboard Login Problems

To log in to ProtonVPN Dashboard to download configurations, manage your subscription or change your account details, go to:

account.protonvpn.com

and log in with the Proton username and password which you chose when signing up for ProtonVPN. Existing ProtonMail users can use their ProtonMail username and password to log in directly, as the ProtonVPN Dashboard and ProtonMail share the same credentials. If you have trouble logging in, please try the following:

 

Disable Private Mode (Safari)

Safari – Ensure your browser is not set to “Private” mode. This is the default mode on some devices. ProtonVPN does not work with Safari’s Private Mode because certain browser technologies we require are disabled by Safari in private mode.

Try Another Browser

If you are having trouble with your current web browser, please make sure it is updated to the latest version. If it is the latest version, please try logging in on a different browser to see if that fixes the login problem. If this solves the login problem for you, please let us know by reporting a bug so we can make ProtonVPN compatible with your original browser.

Clear Browser Cache and Restart Browser

Sometimes, problems are caused by corrupted browser cache. To fix this, try clearing your browser cache and then restarting the browser. Instructions for how to clear your cache can be found here.

Disable Browser Extensions

If you are still having trouble logging in, please try logging in through the “Private” or “Incognito” mode of your browser (Safari excluded) or deactivating all extensions. If this step allows you to login, please try deactivating each extension one at a time and then test logging in to identify which extension is causing the problem. You can report problematic extensions to us here.

Make sure Javascript, Session Storage, and Cookies are enabled

To access the browser based ProtonVPN Dashboard in your browser, ProtonMail will not work unless Javascript, Session Storage, and Cookies are enabled. Sometimes, plugins may disable some of these features. Learn now to enable them here.

Reset Your Password

If you have a recovery email address linked to your account, you can also try resetting your password. The recovery email address is the email address you provided when you signed up for ProtonVPN.

The following instructions apply if you used your ProtonMail account to get ProtonVPN:

You can reset your ProtonVPN account by password by resetting your ProtonMail login password, since the two accounts share credentials. If is also possible to reset your mailbox password if you are still using two-password mode in ProtonMail. Keep in mind that resetting your login or mailbox password will make all of the previous messages in your ProtonMail inbox unreadable.

Two Factor Authentication (2FA) Issue

Existing ProtonMail users have the ability to secure their account with 2FA. If you have two-factor authentication (2FA) enabled, it could also be a problem with your 2FA code generating device. Try to log in using one of the emergency recovery codes that we provided when you set up 2FA. Also, if the clock of your phone is off by more than 2 minutes, 2FA may not work properly, so you want to make sure the time is set properly on your phone (or sync the time with the network automatically).

Contact Us or Report a Bug

If none of the above methods work for you, please contact us so we can look into the issue further. We can also be reached at contact.at.protonvpn.com. We are also interested in hearing from you if any of the above methods fixes your login problem so that we can find the root cause and fix the problem.

 

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Post Comment

58 comments

  1. Alex

    Hi,
    I didn’t catch about Proton account. Explain please, is it combined for Protonmail and Protonvpn, or mail and VPN services have separate accounts?

  2. ProtonVPN Team

    Hello Alex, the services are separate, but if you have a ProtonMail account, you can use that account to log in to ProtonVPN. ProtonMail and ProtonVPN are paid for separately so if you have lets say ProtonMail Plus, that would not have any effect on ProtonVPN, you would simply be able to open(while logging in) a Free VPN account under same email.

  3. Alex

    Hello there I just bought proton vpn basic package monthly I installed it and when I tried to login it says that an error occurred while sending the request please help

  4. ProtonVPN Team

    Hello Alex, are you able to log in to our website without any issues? If so, please contact our customer support team. https://protonvpn.com/support-form

  5. Vibezzz

    Hey, so i just bought the “Plus Plan” and when i try to connect nothing happens it just wont connect. I think it said like i used to much time? when i was on the free plan

  6. ProtonVPN Team

    Hello! Please try to log out of the application and log back in, it could be that your account information just got cached in the application, so you have to refresh it with re-login.

  7. ZhangTingJi

    Hi!
    I want to know why my account is disabled due to abuse or fraud? I want to know the reason. And how can I solve this problem?
    Please reply to me ,thx.

  8. ProtonVPN Team

    Hello. We would suggest to contact our support team for detailed investigation on your situation. https://protonvpn.com/support-form

  9. Aroma of wine

    ##- Please type your reply above this line -##
    Your request (43756) has been received and is being reviewed by our support staff.

    To add additional comments, reply to this email.

    ???

  10. ProtonVPN Team

    Hello. This message means that we got your email and will reply as soon as possible. The request ID is authentic for your case and will stay that way until you will create a new ticket.

  11. zorbal

    Hello,
    Few days ago I get Proton Vpn, but it won’t connect ever since. When I try to connect it just can’t. It is always disconnected.
    Free acount it is. Can you please tell me what can I do to make it work?

  12. ProtonVPN Team

    Hello Zorbal. Please contact our customer support team as we need the connection logs for your investigation. https://protonvpn.com/support-form

  13. Dave

    hey, im having trouble connecting. It wont accept my password, just keeps saying authentication failure. But it works fine logging into the website.

  14. ProtonVPN Team

    Hello Dave, it seems that you are using a 3rd party software to connect the VPN. In that case if you are not using our application, you have to use your OpenVPN/IKEv2 logins in order to connect. You can find them in your account page on protonvpn.com

  15. Rostislav

    The vpn kill swith and dns leak button does not work! Help!!!

  16. ProtonVPN Team

    Hello. First of all, dns leak protection is not a togglable button, it stays always on and cannot be switched off. For the killswitch, we would suggest contacting our customer support team as we need more details about your situation. https://protonvpn.com/support-form

  17. mossi

    When I turn on VPN, system interrupt the internet connection and I can not connect internete. can you help me?

  18. ProtonVPN Team

    Hello Mossi, please contact our customer support team as this issue seems to be a bit complex to solve it right here. https://protonvpn.com/support-form

  19. Andrea

    HI, i have done an error while i trying install vpn… I have inserted the username and password of my dashboard, now how do i have to change my use and pass?? Because now i cant connect on vpn
    Thanks

  20. Andrea

    I have just solved my problem
    Thanks

  21. How can i withdraw this ProtonVPN website?

    Please tell me

  22. ProtonVPN Team

    Hello, Please contact our customer support team and clarify the question or issue that you are currently having – https://protonvpn.com/support-form

  23. DAAD

    I can’t create an account cuz nothing shows up above “To fight spam, please verify you are human.”, What should I do?!

  24. DAAD

    Oops, my bad, I figured it out! 😀

  25. Piotr

    Hi,
    how can I restore my account? I set so secure password, that i completely forgot it ;/ Of course my restore password option is disabled.

  26. ProtonVPN Team

    Hello Piotr , please contact our customer support team and we will help you out with that. https://protonvpn.com/support-form

  27. Gurpreet singh

    How to cancel subscription. There is no option to cancel it and you guys keep charging me.

  28. ProtonVPN Team

    Hello Gurpreet, Please go to your account here https://account.protonvpn.com/dashboard and select free plan to downgrade, that way you will not be charged anymore.

  29. Ralph

    Let it be! I’ve found the solution pinging the free server address give me the ip. Further do I have to login with NOT my native cliënt PROTONMAIL credentials but with the given OPEN VPN PROTON by you. Fine tangeling up!!
    Laterrr Aligatorrrr. Ralph

  30. ProtonVPN Team

    Hello Ralph,
    We are happy to hear that you have fixed the issue! See you in a while, crocodile. 🙂

  31. frenkppp

    Dear Support,
    my VPN account not connect.
    It’s a general problem?

  32. ProtonVPN

    Hello, we apologize for the inconvenience.

    Please open a ticket through the following link, and provide more details regarding the issue so we could assist you accordingly:

    https://protonvpn.com/support-form

  33. Richard Charlton

    How do I change the countries that I can access? For some reason last can use three, but not the UK connection I need. Many thanks

  34. ProtonVPN Team

    Hello Richard, if you are using a free account, currently accessible countries are Japan, United States and the Netherlands.

  35. crow

    i am an chinese user i cant use my phone number to get the account ,i need help

  36. ProtonVPN Team

    Hey, if you cannot register via phone verification, please try to do that via e-mail verification instead.

  37. Ken

    Today, I signed up to add ProtonVPN for my account under the ‘Free’ protonmail plan.
    Now, I’m thinking of upgrading from Free to Plus with VPN. How do I cancel the VPN payment under the Free option, so I can upgrade to Plus with VPN without being charged twice for the VPN (reference #382098).

  38. ProtonVPN

    Hey,

    You can upgrade your ProtonMail to Plus just by selecting the plan, and click the upgrade button. If you are using the same account for both platforms, you cannot have a different starting/ending period for the plans, therefore your ProtonVPN subscription will be renewed also and the expiration date will be updated.

    However, you won’t overpay for the upgrade, because the unused days of your previous subscription will be counted towards the total, and you’ll just pay the difference.

  39. Edgardy González

    Hello, I have a problem. I registered for a free account several weeks ago, and yesterday I got a confirmation email saying:
    “Hello,

    Your free ProtonVPN account is ready!

    You can now use ProtonVPN, the privacy-focused virtual private network service created by the people behind ProtonMail, the world’s largest secure email service.

    When you are ready to get started, click here.

    Thank you for contributing to privacy online by joining the ProtonVPN community!

    Best Regards,
    The ProtonVPN Team”
    But I forgot my Username and pass, so I try to recover it but the system dont send me, a recovery email. What can i do?.
    Ty a lot!

  40. ProtonVPN

    If you have not yet created an account: When you click on that link, you will be able to create a new account and set the password as you desire.
    If you have already created an account and need to recover your username/pw go to account.protonvpn.com and click on “need help?” for recovery options

  41. Vina Geronimo

    I purchased ProtonVPN Plus and I’m trying to connect now on my Macbook. I get this:
    “The username and password were not accepted by the remote VPN server.”
    I know I have the same password as my Proton mail, as it says “Same as Proton login password.”
    So I don’t know now where the error is coming from.

  42. ProtonVPN

    You are using the wrong password, you need to use the OpenVPN password and not your Proton password. You can learn about the distinction here: https://protonvpn.com/support/vpn-login/

  43. Emilio

    I tried 3 times to get the basic plan with PayPal and was unable no process it.. although opens a tab for PayPal it does not display the amount and returns me to protonvpn.com

  44. ProtonVPN

    apologies for the inconvenience. Can you please send screenshots of your browsers developer console (usually open with [F12] and selecting ‘console’) of both the signup flow and the paypal page and send it via the support form/email at protonvpn.com/support-form

  45. Andrew

    Can’t sign up with ProtonMail. I logged in to ProtonMail without any issues, but when I try signing up for ProtonVPN with ProtonMail it keeps saying “Error setting authentication cookies.”

  46. Jakub

    Same problem here. I’m using Firefox 51 and Chromium 57, both give that error message.

  47. ProtonVPN

    hi, please make sure your browser is set to allow cookies. Often using private browsing mode will result in this error because it disables cookie functionality.

  48. Andrew

    Why would that cause this issue? If I’m on Chrome Incognito, I can still log in to other services. It allows cookies to be set, but then just deletes them later.

  49. Jonathan

    I’m getting the same error when trying to sign up via the free ProtonVPN invitation link and use my existing ProtonMail account (rather than creating a new account). However, when going through the same first few steps of signing up for a paid account (not via the invitation link), it recognizes me just fine.

  50. ProtonVPN

    Did you by any chance use a different email address when signing up for the waitlist? The system will use whatever email address during waitlist registration to create the account. Drop us a line via protonvpn.com/support-form with details about the waitlist email used and the desired ProtonMail account to link.

  51. proton user

    Log entrails if they are of any use…

    https://pastebin.com/SkvdmXzX

    [ADMIN edit: logs moved to external page due to excessive length]

  52. dystopiaever

    I mistakenly signed up for proton mail with user name dystopia4ever when in fact I meant to sign on to proton vpn. I then deleted my proton mail account thinking I could use dystopia4ever to sign up again for proton vpn. I then realized that proton mail and vpn apparently share accounts because I was no longer able to use dystopia4ever because the system said account was scheduled for deletion. It’s been like that for several days without the account actually being deleted.
    Can you help re-instating the account dystopia4ever which I would like to use for proton vpn BASIC annual subscription to begin with.

    Thanks for your help,
    dystopia4ever

  53. ProtonVPN

    this is done, give it a try

  54. dystopiaever

    It’s working. Thx. You may remove this conversation from the public page!

  55. Roderick Ernest

    I’m having issues logging into my account. I double checked my username and password and am still unable to log on to a server. I also changed my password and I am still unable to login to a VPN server.

  56. ProtonVPN

    which platform are you on? To double check: if you are using config files, you will need the OpenVPN password, not the regular account password.
    If this problem persists, please drop us a line at protonvpn.com/support-form

  57. proton user

    having the same problem. I can no longer login to the VPN. I have changed my password and re-synced it with the password/keychain manager. Still no luck.

    Is there a problem with the auth process?

  58. ProtonVPN

    our authentication servers are up and running. Please check out this article: https://protonvpn.com/support/vpn-auth-fail-solution/

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