Support Center / How to report an issue in Proton VPN

How to report an issue in Proton VPN

If you encounter a problem using Proton VPN, you can use the Report an issue function in our apps to alert our team. By reporting any issues you find, you help us to ensure Proton VPN continues to provide a reliable VPN service to our community.

Here is how to report a bug in our app for:

Once an issue is reported, you’ll receive a confirmation of your report at the email address you entered on the report form. This email will come from support@protonvpn.zendesk.com

You can respond to the email with any additional comments that you think our support team might find useful in diagnosing and fixing your problem.

The email might also contain links to other support articles to help you troubleshoot more straightforward issues.

Example report confirmation email

Windows

1. To report a problem with Proton VPN on Windows, go to Report an issue

How to report an issue

2. We offer a couple of simple generic steps that you can try, which resolve many issues. If the problem persists after you’ve tried these quick fixes, click Contact us to report the issue. 

Quick fixes

3. In the Report an issue form, enter your Email address and describe What went wrong in as much detail as possible.

To help us understand and resolve the issue as quickly as possible, please also fill in the What steps have you taken to try to connect to VPN? and Have you tried any quick fixes? If so, which ones? fields. Again, the more detail you can provide, the better. 

Report issue details

4. To give our team more information about the problem you experienced, you can add your VPN logs to the report by checking the Send error logs box.

Note: These logs provide our team with lots of high-level technical data that is invaluable for helping us understand and solve a problem. They do not provide us with your browsing history. 

Send error logs

5. Click the Send report button. 

macOS

1. Open the Proton VPN app and go to the macOS menu barHelp Report an Issue…

How to report an issue

2. We offer some simple steps that you can try, which resolve many issues. Select the category that best matches your issue and follow the steps suggested (clicking on Something else takes you directly to the Report an issue form).

What's the issue?

3. If the problem persists after you’ve tried the suggested quick fixes, click Contact us to report the issue. 

Quick fixes

4. In the Report an issue form, enter your Email address and Proton VPN Username (your username should be autofilled). Use the What went wrong? field to describe the issue you encountered in as much detail as possible.

To give our team more information about the problem you experienced, you can add your VPN logs to the report by checking the Send error logs box.

Note: These logs provide our team with lots of high-level technical data that is invaluable for helping us understand and solve a problem. They do not provide us with your browsing history. 

Report issue details and send error logs

4. Click the Send report button. 

Android

1. To report an issue with Proton VPN on an Android device, tap Report an issue.

How to report an issue

2. We offer some simple steps that you can try, which resolve many issues. Select the category that best matches your issue and follow the steps suggested (tapping Something else takes you directly to the Report an issue form).

What's the issue?

3. If the problem persists after you’ve tried the suggested quick fixes, tap Contact us to report the issue. 

Quick fixes

4. In the Report an issue form, enter your Email address (which should be autofilled, or you can choose a different email address for us to contact you at). Use the What went wrong? field to describe the issue you encountered in as much detail as possible.

To give our team more information about the problem you experienced, you can add your VPN logs to the report by checking the Send error logs box.

Note: These logs provide our team with lots of high-level technical data that is invaluable for helping us understand and solve a problem. They do not provide us with your browsing history. 

Report issue details and send error logs

5. Tap Send Report.

iOS and iPadOS

1. Tap SettingsReport an issue.

How to report an issue

2. We offer some simple steps that you can try, which resolve many issues. Select the category that best matches your issue and follow the steps suggested (tapping Something else takes you directly to the Report an issue form).

What's the issue?

3. If the problem persists after you’ve tried the suggested quick fixes, tap Contact us to report the issue. 

Quick fixes

4. In the Report an issue form, enter your Email address and Proton VPN Username (your username should be autofilled). Use the What went wrong? field to describe the issue you encountered in as much detail as possible.

To give our team more information about the problem you experienced, you can add your VPN logs to the report by checking the Send error logs box.

Note: These logs provide our team with lots of high-level technical data that is invaluable for helping us understand and solve a problem. They do not provide us with your browsing history. 

Report issue details and send error logs

5. Tap Send Report.

Report a bug on Linux

1. There’s not a bug report form on our Linux app, but the Get Logs function will generate a number of protonvpn.log files that can help to understand and troubleshoot the issue.

Note: These logs provide our team with lots of high-level technical data that is invaluable for helping us understand and solve a problem. They do not provide us with your browsing history. 

To generate these logs, open the dropdown menu and select Get Logs.

Get logs

2. Your file manager will automatically open a window at the location the .log files are saved to (~/.cache/protonvpn/logs). Please email these files as an attachment to our support team at support@protonvpn.zendesk.com, along with a description of the issue you’ve encountered.

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