Support
Answers to the most common questions, and how to reach us.
Frequently asked questions
Why does the app need Tor, and what if my network blocks it?
Tor is the only route the app knows to the server: there is no plain fallback. While connecting, the app shows “Connecting to the Tor network…”. If Tor is blocked where you are, as happens on some company or school networks and in some countries, try another network, for example switching from Wi-Fi to mobile data.
I forgot my password: can I recover my account?
No. We ask for neither a phone number nor an email, so there is no recovery: no one, not even whoever runs the server, can reset it for you. The encrypted backup is for changing phones: it brings your history back to the account you sign in to with your password and the backup passphrase.
Why are there no voice or video calls?
By design: WebRTC needs to exchange the devices' direct IP addresses, the opposite of what the app protects. The How it works page explains it in detail.
How do I report or block someone?
Press and hold one of their messages and choose Report, then Report or Report and Block. You can attach the text of the messages to the report: it is the only case in which content reaches us in clear text, and only because you send it. You can unblock users from Settings.
How do I delete my account?
You can delete your account from Settings, with Delete Account. It asks for your password, and deletion is permanent: your account, messages, keys, backup and files no one else uses are removed from the server. In other people's chats your messages remain only as placeholders with no content.
Can I have a personal server?
Yes: on request we set up and manage a personal server, with the costs at the charge of whoever asks for it. Write to us at the address below.
Contact
For help, bug reports or requests about your data, write to sacketchatty@proton.me.