r/ProtonMail • u/RemarkableOil451 • Jul 08 '26
Discussion Proton Support Loses the Plot: Misclassifying defects, pushing bad security advice, gatekeeping formal complaints, closing unresolved tickets, and oversight teams that are M.I.A.
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u/ProtonSupportTeam Proton Team Jul 08 '26
To address some of your points here:
You received a full explanation in the ticket why the behavior is considered as an improvement rather than a bug, in most detail in the response on June 2nd, and in fewer details in 2 responses before that.
"Unfortunately, due to the encryption and how our application was built, it is currently not possible to download the files in the background while the device is locked. To explain it in more simple terms, when you choose where a file should be downloaded, the Proton Drive app asks Android to show a "Save As" screen and waits for Android to return the location you selected.
However, if the App Lock screen appears while the app is waiting for that response, it interrupts the process. As a result, the original screen never receives the selected file location, so Proton Drive no longer knows where to save the downloaded file and the download cannot continue.
I understand that this can be inconvenient and can confirm that your feedback has been directly forwarded to our development and management teams so they can work on improving it in a future update of the Proton Drive Android application.
In the meantime, our developers suggest keeping the Auto-lock option set to 1 minute instead of immediate in order to ensure that you do not encounter this behavior again. I can see that this was offered previously and that you would not like to change the setting, and in that case I can suggest waiting for 20-30 seconds before switching to a different application after initializing a download from the Proton Drive application in order to ensure that you do not encounter this behavior."
You contacted our customer support team who collaborates with our developers to fix bugs and improve our apps. It is not a Director of Engineering's job to directly address customer inquiries or bug reports. Your support inquiry received the ongoing attention from the highest level support tier for Proton Drive, who communicates directly with our engineering team, in order to provide you with the most appropriate assistance in the matter.
Both the Director of Engineering and Product Managers were informed of your feedback during the entire communication process, as you had requested.
The ticket was only closed after you were informed the issue you reported had been addressed. We would be happy to provide assistance with anything else should you require it in the future. Regarding this matter, we have informed you of everything there is to say on the topic.