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How to report an issue in Proton VPN

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9 mins
Category
Proton VPN apps

If you encounter a problem using Proton VPN, you can use theReport 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 fromsupport@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 toSettings → Support →Report an issue

How to report an issue on Windows 1

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

How to report an issue on Windows 2

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

How to report an issue on Windows 3

4. In theReport an issue form, enter yourEmail address. Use theWhat are you trying to do? andWhat went wrong?fields 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 theSend 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. 

ClickSendreport when you’re done.

How to report an issue on Windows 4

macOS

1. Open the Proton VPN app and go to the macOSmenu 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 onSomething else takes you directly to theReport an issue form).

What's the issue?

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

Quick fixes

4. In theReport an issue form, enter yourEmail address and Proton VPNUsername (your username should be autofilled). Use theWhat 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 theSend 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. 

ClickSendreport when you’re done.

Report issue details and send error logs

Android

1. To report an issue with Proton VPN on an Android device, open theSettings tab →SupportReport 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 (tappingSomething else takes you directly to theReport an issue form).

What's the issue?

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

Quick fixes

4. In theReport an issue form, enter yourEmail address (which should be autofilled, or you can choose a different email address for us to contact you at). Use theWhat 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 theSend 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. TapSend Report.

iOS and iPadOS

1. TapSettingsReport 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 (tappingSomething else takes you directly to theReport an issue form).

What's the issue?

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

Quick fixes

4. In theReport an issue form, enter yourEmail address and Proton VPNUsername (your username should be autofilled). Use theWhat 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 theSend 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. TapSend Report.

Linux

1. Open the Proton VPN app and go toMenu (V) →SettingsReport an issue.

How to report an issue

2. In theReport an issue form, enter your Proton VPNUsername (your username should be autofilled) andEmail address. Use theDescriptionfield 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 theSend 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

3. When you’re done, clickSubmit.

Proton VPN apps

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