If is also possible to reset your mailbox password if you are still using two-password mode in ProtonMail. You can report problematic extensions to us here. By using our Services or clicking I agree, you agree to our use of cookies. Learn more about locating your ProtonVPN password. Select the Networking tab in the ProtonVPN IKEv2 Properties Window . You can learn about the distinction here: https://protonvpn.com/support/vpn-login/, 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, apologies for the inconvenience. There are two sets of credentials for ProtonVPN, which adds privacy and security for our users. I've enabled 2FA, and disabled recovery mail, any help? Geneva, Switzerland. Hey, if you cannot register via phone verification, please try to do that via e-mail verification instead. Hi, Cookies help us deliver our Services. Your email address will not be published. What can i do?. I am certain that I am using the correct password but it still tells me I'm using invalid credentials. You can upgrade your ProtonMail to Plus just by selecting the plan, and click the upgrade button. Fine tangeling up!! To access the browser based ProtonVPN Dashboard in your browser, ProtonMail will not work unless Javascript, Session Storage, and Cookies are enabled. Using qtorrent. Wrong credentials. I then deleted my proton mail account thinking I could use dystopia4ever to sign up again for proton vpn. If you have trouble logging in with an OpenVPN application, please visit this page. our authentication servers are up and running. Hello. [ADMIN edit: logs moved to external page due to excessive length]. https://protonvpn.com/support-form, For all other inquiries: And how can I solve this problem? “The username and password were not accepted by the remote VPN server.” Dear Support, Please check out this article: https://protonvpn.com/support/vpn-auth-fail-solution/, Your email address will not be published. Hi, 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. I want to know the reason. 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. 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. Keep in mind that resetting your login or mailbox password will make all of the previous messages in your ProtonMail inbox unreadable. (I dont really know if this is an option for ProtonVPN login), Hi, you can find some of the solutions for the login issues here: https://protonvpn.com/support/login-problems/ or contact our Support team via the following link so we can assist you accordingly: https://protonvpn.com/support-form, No I had the same problem. Expired account. Proton credentials vs. OpenVPN / IKEv2 credentials. Don't find your answer? New comments cannot be posted and votes cannot be cast. I know I have the same password as my Proton mail, as it says “Same as Proton login password.” 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, Hello Alex, are you able to log in to our website without any issues? The credentials are incorrect, caused for example by using the wrong set of credentials, a typo when entering your username and password, a recent password change; or; You have hit your maximum number of concurrent sessions. Hello Piotr , please contact our customer support team and we will help you out with that. If you are having trouble logging into the ProtonVPN account Dashboard, you can find solutions in the next section of this article. When you are ready to get started, click here. Please verify that your protonvpn credentials are correct along with tier. Can you please tell me what can I do to make it work? I know there is the proton pass, and then the open vpn pass. To fix this, try clearing your browser cache and then restarting the browser. my VPN account not connect. Hello Mossi, please contact our customer support team as this issue seems to be a bit complex to solve it right here. First of all, dns leak protection is not a togglable button, it stays always on and cannot be switched off. Show Details Free user get 1 connection, while Plus users get up to 5 connections. Hello. Learn now to enable them here. Why would that cause this issue? 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. IPv6 protection isnt built in Protonvpn Incorrect Credentials either and I did observe leaks here so you should disable this (and perhaps WebRTC, too) to be on Protonvpn Incorrect Credentials the 1 last update 2021/02/08 safe side. how can I restore my account? We discuss blog posts, upcoming features, technical support, and general online security issues. I can't use the VPN because it gives "Incorrect credentials." Hello. If you have trouble logging into the Windows VPN application, please visit this page. Press J to jump to the feed. I double checked my username and password and am still unable to log on to a server. I didn’t catch about Proton account. Please make sure that you have a valid subscription or upgrade your account. I had it connected to a P2P server, kill switch set to always on. Get a discount on ProtonVPN: https://www.vpnmentor.com/?Track_link=NzEwMTh8&target=yt7/ We did all our tests on the beta version of Proton VPN. This is the official subreddit for ProtonVPN. Hello Zorbal. We are happy to hear that you have fixed the issue! Drop us a line via protonvpn.com/support-form with details about the waitlist email used and the desired ProtonMail account to link. If none of the above methods work for you, please contact us so we can look into the issue further. Hello! Thx. Select Advanced… Here you will see the Use default gateway on remote network option. Alternatively it could be … I registered for a free account several weeks ago, and yesterday I got a confirmation email saying: Media: Still no luck. 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 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. Your request (43756) has been received and is being reviewed by our support staff. Free acount it is. Press question mark to learn the rest of the keyboard shortcuts. If so, please contact our customer support team. Please open a ticket through the following link, and provide more details regarding the issue so we could assist you accordingly: How do I change the countries that I can access? Headache so far, because proton vpn was working amazingly well till today. Please reply to me ,thx. For customer support inquiries, please submit the following form for the fastest response: resetting your ProtonMail login password, https://protonvpn.com/support/vpn-auth-fail-solution/. https://protonvpn.com/support-form. 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). Hello, Please help me. Hello, I have a problem. Please make sure that you typed your credentials correctly before attempting to connect. abuse@protonvpn.com, For customer support inquiries, please submit the following form for the fastest response: We would suggest to contact our support team for detailed investigation on your situation. https://account.protonvpn.com/reset-password. Most likely cause is incorrect credentials or incorrect server. 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. You are using the wrong password, you need to use the OpenVPN password and not your Proton password. In that case if you are not using our application, you have to use your OpenVPN/IKEv2 logins in order to connect. We're happy to help you! ProtonVPN does not work with Safari’s Private Mode because certain browser technologies we require are disabled by Safari in private mode. Only I can't log back in because it won't let me! If I’m on Chrome Incognito, I can still log in to other services. The recovery email address is the email address you provided when you signed up for ProtonVPN. this may not be for you. Thank you for contributing to privacy online by joining the ProtonVPN community! If you have trouble logging in, please try the following: Safari – Ensure your browser is not set to “Private” mode. Abuse: Please contact our customer support team as we need the connection logs for your investigation. Thanks, Hello, Please contact our customer support team and clarify the question or issue that you are currently having – https://protonvpn.com/support-form. Let it be! Sometimes, problems are caused by corrupted browser cache. See you in a while, crocodile. Ive tried both cutting and pasting them into my VPN. I have changed my password and re-synced it with the password/keychain manager. Hello Richard, if you are using a free account, currently accessible countries are Japan, United States and the Netherlands. Further do I have to login with NOT my native cliënt PROTONMAIL credentials but with the given OPEN VPN PROTON by you. It’s a general problem? 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). “Hello. Whenever I have tested for IP or DNS leak, it always seemed fine. Hello, we apologize for the inconvenience. Different plans have different max number of simultaneous sessions, e.g. I emailed maybe 10 hours ago still no response. Partnership: Hello Dave, it seems that you are using a 3rd party software to connect the VPN. Today, I signed up to add ProtonVPN for my account under the ‘Free’ protonmail plan. error when I try to log in. So I don’t know now where the error is coming from. 2) You will receive a warning that your old password will no longer be usable. PROTON SUPPORT PLEASE HELP. Select the Security tab in the ProtonVPN IKEv2 Properties window and enter these settings: Type of VPN: IKEv2 If this problem persists, please drop us a line at protonvpn.com/support-form. But I forgot my Username and pass, so I try to recover it but the system dont send me, a recovery email. If it is the latest version, please try logging in on a different browser to see if that fixes the login problem. Because now i cant connect on vpn media@protonvpn.com If you have a recovery email address linked to your account, you can also try resetting your password. 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.”. when i was on the free plan. If you are having trouble with your current web browser, please make sure it is updated to the latest version. Required fields are marked *, Don't find your answer? security@protonvpn.com https://protonvpn.com/support-form. It wont accept my password, just keeps saying authentication failure. How to cancel subscription. Often using private browsing mode will result in this error because it disables cookie functionality. If your subscription ran out, ProtonVPN will not connect to the internet. Did you by any chance use a different email address when signing up for the waitlist? hi, please make sure your browser is set to allow cookies. i am an chinese user i cant use my phone number to get the account ，i need help. 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). https://protonvpn.com/support-form, Hey, so i just bought the “Plus Plan” and when i try to connect nothing happens it just wont connect. 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. If you are certain that you would like to reset your password, click Confirm. You may remove this conversation from the public page! The system will use whatever email address during waitlist registration to create the account. @ProtonVPN, Route de la Galaise 32 having the same problem. 1) Click the password reset link and enter your username and recovery email. Best Regards, To log in to ProtonVPN Dashboard to download configurations, manage your subscription or change your account details, go to: and log in with the Proton username and password which you chose when signing up for ProtonVPN. There are many ways to log into ProtonVPN. We will let you know if we can't decrypt your message. Hopefully they help and I will still recommend their product. We can also be reached at contact@protonvpn.com. 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). https://protonvpn.com/support-form, 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?? Explain please, is it combined for Protonmail and Protonvpn, or mail and VPN services have separate accounts? To add additional comments, reply to this email. Laterrr Aligatorrrr. The ProtonVPN Team” It’s working. I think it said like i used to much time? If you don't know how to manually encrypt PGP emails and send them, Then, click the GET A NEW PASSWORD button. 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. I purchased ProtonVPN Plus and I’m trying to connect now on my Macbook. The vpn kill swith and dns leak button does not work! This is the default mode on some devices. I’ve found the solution pinging the free server address give me the ip. https://protonvpn.com/support/login-problems/. Is there a problem with the auth process? can you help me? I assume you made sure you are using the right password. Ralph, Hello Ralph, 1. If you have two-factor authentication (2FA) enabled, it could also be a problem with your 2FA code generating device. Try it with UDP instead of TCP and change country/server. I get this: It’s been like that for several days without the account actually being deleted. Many thanks. Sometimes, plugins may disable some of these features. Ty a lot! You can reset your ProtonVPN account by password by resetting your ProtonMail login password, since the two accounts share credentials. Keep in mind that resetting your login or mailbox password will make all of the previous messages in your ProtonMail inbox … But it works fine logging into the website. what happened is after I used 1password for the first time and changed both passwords it booted me and asked me to login in the client VPN server again. Can you help re-instating the account dystopia4ever which I would like to use for proton vpn BASIC annual subscription to begin with. Instructions for how to clear your cache can be found here. They are used to log in to all Proton related services (such as VPN and Mail). I mistakenly signed up for proton mail with user name dystopia4ever when in fact I meant to sign on to proton vpn. 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, Can’t sign up with ProtonMail. . For some reason last can use three, but not the UK connection I need. Hi! If you are logging into our Windows VPN application, you need to also use your Proton Username and Password. 1228 Plan-les-Ouates Existing ProtonMail users can use their ProtonMail username and password to log in directly, as the ProtonVPN Dashboard and ProtonMail share the same credentials. I want to know why my account is disabled due to abuse or fraud? I’m having issues logging into my account. I’m using Firefox 51 and Chromium 57, both give that error message. hey, im having trouble connecting. which platform are you on? This message means that we got your email and will reply as soon as possible. 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. When Microsoft Edge tried to connect to www.facebook.com this time, the website sent back unusual and incorrect credentials. This may happen when an attacker is trying to pretend to be www.facebook.com, or a Wi-Fi sign-in screen has interrupted the connection. I use the ProtonVPN linux app to connect. Hello Alex, the services are separate, but if you have a ProtonMail account, you can use that account to log in to ProtonVPN. When I turn on VPN, system interrupt the internet connection and I can not connect internete. A new addition to HSSs feature roster is Smart VPN. At that point after putting in the correct pass the error says "Failed to retrieve VPN credentials, please log back in to resolve the issue.". Double-click on Internet Protocol Version 4 . contact@protonvpn.com, You can also Tweet to us: ##- Please type your reply above this line -## You can find them in your account page on protonvpn.com. 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. Now, I’m thinking of upgrading from Free to Plus with VPN. 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. For the killswitch, we would suggest contacting our customer support team as we need more details about your situation. Few days ago I get Proton Vpn, but it won’t connect ever since. I set so secure password, that i completely forgot it ;/ Of course my restore password option is disabled. Incorrect Domain You can log into ProtonMail using either your username ‘johnsmith’ or with the full domain name ‘johnsmith@protonmail.com’. If is also possible to reset your mailbox password if you are still using two-password mode in ProtonMail. Security: Same problem here. Help!!! Hi I've been trying to log into my ProtonVPN and ProtonMail for days now. It allows cookies to be set, but then just deletes them later. I can no longer login to the VPN. https://protonvpn.com/support-form. There is no option to cancel it and you guys keep charging me. Contact Our Support Team, Support: It is always disconnected. It looks like protonvpn api is reachable, but connection failed. partners.protonvpn.com Existing ProtonMail users have the ability to secure their account with 2FA. https://protonvpn.com/support-form. I can’t create an account cuz nothing shows up above “To fight spam, please verify you are human.”, What should I do?! When I try to connect it just can’t. Are you using 2FA? 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. The request ID is authentic for your case and will stay that way until you will create a new ticket. The Proton credentials: These are the username and password you choose during signup. 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. To double check: if you are using config files, you will need the OpenVPN password, not the regular account password. 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. I also changed my password and I am still unable to login to a VPN server. We're happy to help you! Try to log in using one of the emergency recovery codes that we provided when you set up 2FA. 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.
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