I've received a ticket from a user who cannot send emails to various clients with Proton.me email addresses. I'm curious if the issue is on my organization's side or if it's something on Proton's end, considering their focus on privacy and security. The specific error message the user sees is "user wasn't found at proton.me." Has anyone else faced this issue?
3 Answers
First off, check if the email addresses are correct. It sounds basic, but sometimes it's just a typo. You might also want to suggest they use one of Proton's alternative domains like pm.me or protonmail.com.
Another quick fix is to have your user reach out via phone to verify the email addresses. Getting the spelling right can sometimes clear up confusion. If they keep getting the 'User wasn't found' message, that leans toward an issue on Proton's end. You can even create a test Proton account to see if you can send emails from there.
If the user can’t send emails successfully, a good first step is to confirm if those addresses are legit. Have they done business with these clients before, or are they new contacts? If they’re using an outdated mailing list, it might cause issues. Also, if you're running an internal SMTP server, double-check your settings to see if there's any block on those addresses.
That’s a solid idea! Just ensure they’re not hitting any spam filters or bounce checks with the new account.