![]() ![]() How to prevent your account from being disabled When this happens, the account is automatically disabled, and, depending on the payment method, an additional charge may be applied to re-enable the account. We also see cases where a user doesn’t recognize a charge from us and disputes the payment with their financial institution. If we receive a report about a fraudulent payment and confirm it, we will disable the account and refund the payment. ![]() Spammers typically use stolen credit cards to pay for Proton Accounts. Paid accounts can also be disabled if the payment method used has been reported for fraud. Sometimes the system wrongly classifies a legitimate account and disables it. However, automated system action can lead to false positives. This may happen soon after the accounts are created, as we need to block them quickly before spammers can use them to harass or scam others. Our anti-abuse system automatically identifies accounts that are abusive and disables them. ![]() How legitimate accounts may get disabled accidentally We will disable any accounts found to violate our terms and conditions. ![]() We also review reports of spam, abuse, and bulk and scripted signups, as well as harassment from other users, including those submitted through our report phishing feature. We do not (and cannot) scan messages, which are end-to-end encrypted. We combine dozens of other parameters, which we cannot disclose. For instance, an account with “Proton Mail Support” in the display name will likely be disabled because it’s impersonating an official contact. Our algorithm looks for common characteristics of spam and fraudulent accounts. This article explains why your account may have been disabled and how you may be able to restore access. If you believe your account was disabled inappropriately, we understand the frustration and apologize for any inconvenience. In rare instances, there are false positives. We also use human verification checks when new users set up Proton Accounts, but none of these methods are foolproof. We use algorithms that scan behavior indicators and anonymized usage data to identify and quickly disable abusive and fraudulent accounts automatically. However, like any email service, it can be abused by scammers and criminals. Our service has dramatically expanded access to secure encryption. Proton Mail makes it easy for anyone in the world to create a free and secure email account. ![]()
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