Disabled account

[ztarsoly]

Hello Guys!

2 days ago when we try to login into our account we got an error message which said that our account is disabled and we need to contact with the support. We wrote to them that day, but we still don't get any answers from them and our account is still disabled.

What else can we do to reach them and have them to enable our account? Thank you in advance!

[ALGOGUY09]

SAME THING HAPPENED WITH ME TODAY.

[DKBR666]

I'm having the same problem, this tool doesn't provide user support! Terrible idea! Company without credibility. They simply deactivate the account and don't provide any information.

[mikekok]

Avoid this company at all costs.
They'll disable your account after upgrading to a premium subscription even if you're using it for totally legitimate purposes.
I've switched to AnonAddy and I've been more than happy with them till now (compare their trustpilot reviews and you'll see what I'm talking about).

[Go-rom]

Hello @ztarsoly
did you get an answer from support ?
I was going to start a trial period but now i think that this issue needs to be cleared.

[mikekok]

Hello @ztarsoly did you get an answer from support ? I was going to start a trial period but now i think that this issue needs to be cleared.

I did receive an answer two days after submitting my concern.
They didn't unban my account nor refund any money, although I explained I did nothing wrong at all (I could also provide all the proof they wanted but they didn't even care).
They also had the audacity to tell me I could create a second account and pay their subscription again if I wanted 😂

[ztarsoly]

Yep, we got an answer from them after a week. They stated that we violated their terms and conditions... So we have switched to another solution.

[Go-rom]

Thank you, @mikekok and @ztarsoly for your feedback.

[ThePhoDit]

To add my grain of salt... My account has also been deactivated. I have been a paying customer for over 3 years and I would love to know why I was banned, as nothing in my way of using their platform has changed over all this time. Most of my online accounts have an associated email alias, so this really is a shame.

Hope they give me a reasonable answer to the email I just sent the support team.

[Go-rom]

Hello @ThePhoDit please let us know the answer of the support team.

Are you still able to export your aliases ?

[ThePhoDit]

They didn't reply yet, @Go-rom but I cannot export nor manage any aliases. I cannot receive emails sent to SL addresses neither.

[Go-rom]

Thank you for your feedback @ThePhoDit

[thisiiso]

Same problem here... Got deactivated the same week my subscription was paid

[Digitalfastmind]

I'm having the same thing happening today out of the blue, emailed support as i don't really know the reason behind this. It's quite serious as we can't even access our data.

[jdahdah]

This just happened to me as well. Paying customer for 4 years, used the service as always, promoted it to friends and colleagues, and my account was just locked with no warning whatsoever. Waiting for a response from support. I don’t understand why this is happening, it’s highly distressing.

[jdahdah]

Looks like I can log in again. No response from support yet but it’s progress.

[newraina]

Same thing today... and I instantly stopped receiving emails. It’s a huge headache if you’ve used it to sign up for a lot of services—there’s not even a chance to switch the linked email.

[Digitalfastmind]

I hope this is temporary and an error from their side, hope they will soon reply and solve.

[bgentled]

Same here. Cannot log in anymore; the account is apparently disabled. The fact that so many people are reporting the problem today gives me hope that it is a mistake. I would probably have to update more than 300 email addresses, which would take weeks and make me virtually unreachable during that time.

[Digitalfastmind]

Hope so, i'm in the same boat and it'll be a disaster :) It's already happening in my case as i have some services linked to my SL email.

[ThePhoDit]

The fact that so many people are reporting the problem today gives me hope that it is a mistake.

Yeah, that's my only hope right now, let's see if they reply to any of us.

[Karek2001]

+1 Same here
The support never replies to you it's like they are scamming all users by disabling premium accounts
i just want to export my allias...

[Digitalfastmind]

Maybe asking via Proton?

[KernelErr]

Same here, feel really sad. Being a paid user for over two years, but get such result...

[Go-rom]

The fact that so many people are reporting account deletions without reason really raises questions about the sustainability of the service.

@nguyenkims could you please tell us what's going on regarding these reports ?

[Digitalfastmind]

I want to be positive and think the service is still sustainable, but maybe something happened at their backend level as many people being affected makes me think this. Hope they will fix and enable the services asap.

[DasRaschloch]

I have (or rather, had) been a Proton and SimpleLogin user for over 3 years and had between 150 and 200 aliases. My account was apparently disabled between the 20th and 21st of December. I did not receive any prior warning that I was violating their TOS, nor any notification that the account had been deactivated.

I only found out by chance yesterday when I tried to log in to create a new alias and was greeted by this small, nondescript popup:

That was literally the only “notification” I received about the deactivation.

Fortunately, around 95% of my aliases are tied to my own domains, so moving to a catch-all forwarding solution was not too time-consuming, and the number of accounts I’m now locked out of is not that large.

However, it’s highly concerning, scary, and frankly anti-consumer to just disable an account and stop all incoming and outgoing email communication without providing any notification beforehand or at least immediately after the deactivation. I’m currently in a critical job interview phase, and I don’t even want to imagine what would have happened if I hadn’t found out by random chance before Monday, or how long it would have taken me to realize that I wasn’t receiving any emails.

This also raises a more worrying question about Proton’s reliability. Can my Proton Mail account be disabled just as easily? And what would have happened if my Proton and SimpleLogin accounts had been linked? Would that have resulted in my Proton account being locked as well?

[Digitalfastmind]

It's (NOT) funny to me either! i was trying to reset my pass when i was at a grocery store for their card and i wasn't receiving any email, then at home discovered the issue!

[ThePhoDit]

Based on the timings we are all reporting this commit may be the source of it all (2 days ago): 99e260c
It seems it disables all accounts with a custom domain pointing to a forbidden IP from a given list (which I am not sure it makes sense, since they should point to SimpleLogin's IP, right?).

I did have several custom domains in my account, maybe the rest of you did too?

[CrossiiDev-Studio]

I only have 1 custom domain and that since a few month, it's pointing to a well known German hosting and mail provider called IONOS

[ThePhoDit]

Really hoping they did not ban all users with custom domains lol. Mine are with Namecheap and Porkbun.

[Go-rom]

There's this one too : 9588bc3

@acasajus could you please check if these commits could be related to the account lockouts ?

[jdahdah]

Interesting, I exclusively use custom domains with SL and none of their own ones. The timing sounds about right but I still don’t understand why any of my domains would be flagged for anything at all?

[DasRaschloch]

I just got a reply from support. One of my mailboxes is hosted with IONOS, and was falsely flagged as malicious/disposable.

[CrossiiDev-Studio]

ohhh, that is good news for me, hope they answer soon

[CrossiiDev-Studio]

My account got unblocked too

[thisiiso]

Got a reply too, account re-activated, the mailbox in question is an catch-all address from Cloudflare

Your account was disabled beucase you are using a "disposable/forwarding" service as one of your mailboxes, which violated our Terms and Conditions (ToC) and put our services on the risk of being makred as the spam source.

We have re-enabled your account. To prevent the same problem from happening again, please visit the following page and remove your disposable/forwarding mailboxes (@*****.**). Thank you.
Note: Keeping the disposable/forwarding mailboxes can cause your account to be repeatedly disabled.

SimpleLogin Mailboxes Settings:
https://app.simplelogin.io/dashboard/mailbox 
 
If you have further questions about our ToC, you can find them at:
https://simplelogin.io/terms/ 

[Digitalfastmind]

Just to understand, are you selling a service based on their service or what? Sorry, genuinely asking what what the issue here

[thisiiso]

No, I only use it for personal purposes.

[hiyukoim]

Same here. The good news is I’m not the only one. The bad news is I’ve stopped receiving emails completely.
I’ve been yet another happy paying customer for years and recently upgraded to Lifetime. I honestly can see myself using SimpleLogin forever, so this happening out of nowhere is… not great.

One thing that might be related: I recently started forwarding to and from a brand-new self-hosted inbox on a data center VPS. I tested it once or twice before everything was fully set up (probably DNS wasn’t signed correctly.), and I get this situation on the next day.

No idea if that’s the cause, but I’d mention it in case anyone else did something similar.

[DasRaschloch]

I dont know if i want to keep using the Service if this can happen out of the blue at any moment without any notice.

[Digitalfastmind]

Dang, still blocked here and no reply :|

[Yonel-38]

Same issue, since 2 days. No answer from the support....

[Karek2001]

Lets go! My account got unlocked
i think they are starting to unlock the premium accounts

[Digitalfastmind]

Mine Unlocked too! Hurrahh!

[ThePhoDit]

Got mine unlocked too! They didn't reply to my email though, so I don't really know what domain or inbox caused the suspension...

[Yonel-38]

Same on my side, unlocked ! But no info on why

[bgentled]

I've been unlocked as well, yay! 😊 No reply, though.
Btw. I do not have a custom domain, so that would not have been the reason.

[ThePhoDit]

It could be a mailbox you have connected. Say you are redirecting your mail to X and X is blacklisted, you get banned too for what I have seen

[DasRaschloch]

They probably made an internal change that flagged a lot of mailboxes as disposable, which is apparently against TOS. If thats reason enough to shutdown the whole account and not inform the users about it ..... eh, thats debatable. I pointed the same out to support and they are open to add this in the future.

Sending notifications before deactivating accounts is definitely an option we'll consider in the future

My takeaway from this is, that Simplelogin Domains should not be used for anything remotely important. And that own Domains are the only way to go, to instantly switch to other solutions in case of emergency.

[ThePhoDit]

They probably made an internal change that flagged a lot of mailboxes as disposable, which is apparently against TOS.

Yeah, and it would be great to know which of those mailboxes are flagged, so I could at least remove them. Did you contact SL or Proton's support email?

Own Domains are the only way to go, to instantly switch to other solutions in case of emergency.

Yeah, I see this, and I might start doing it.

[oxngon]

Where do you guys even report the locked accounts or contact simple-login, I see no place where we can contact them? Why I arrived here. Zendesk in support page requires log in to an account... which is "disabled".

Same as others here, long time paying customer and all of the sudden cannot access my account

[jdahdah]

Email support@simplelogin.zendesk.com

[oxngon]

For anyone still following this debacle. I did send email to the address pointed by @jdahdah and got a response:

Hello D,
 
Thanks for your patience.
 
Your account was disabled because you are using a "disposable or forwarding" service as one of your mailboxes, which violated our Terms and Conditions (ToC) and put our services on the risk of being marked as the spam source.
 
If you have further questions about our ToC, you can find them at:
https://simplelogin.io/terms/
 
We are further reviewing the account and once we have any information to further share we will reach back to you.
 
Sorry for the inconvenience caused.
Kind regards,
Valentino
Proton Mail
Customer Support

I have replied asking to reconsider. I am ready to fight this back.

• never did I use simple-login for any nefarious purposes
• long time paying customer, none of my usage patterns changed recently so why the sudden account lock
• the terms page I was referred to seems to have been updated in August 2025. Customers can't keep up with random changes like that and I don't remember them asking to accept new terms (and I have been customer long before)
• I saw someone above write that the conclusion is to not use simple login for anything important, but... they state on their own web that you can use the service for things like bank, gov... come on.

Overall, I would say quite unprofessional. Seems like it's the ones of us who actually paid and simply used them for years get punished, which is the worst.

I have also read the whole thread and agree, the culprit at least in my case might be this commit 9588bc3 just by looking at timing but I still don't know what exactly (I used protonmail with simple login, all personal). Not sure if this is protonmail's doing in general or what.

If I receive another response to my pledge, I'll update here. Otherwise I'll be posting my grievances on X and maybe contact consumer protection (but I wish that's not necessary).

[oxngon]

Posting an update for the record.

After sending an email with more information and asking to reconsider, I received a response. Apparently I did have secondary mailbox with disposable email service. It had zero aliases attached and was not in use. They said some users would misuse this, impacting simple-login reputation and they have re-enabled my account. I have deleted that mailbox so all is back to normal for me.

I still wish it was not handled as blanket rule because seems most people affected are using simple login as intended. At least there is a reasoning behind though it. If anyone still faces this problem, I suggest you write to them, keep it professional, describe the situation and ask.

[JustYannicc]

I got the same reply as the other person. They have been incredibly unhelpful. I literally have everything tied to an alias. This would nuke everything.

I expect them to fix this ASAP.

[mhe500]

I too am having the same issue. No response from support yet. I'm a paying, multi-year, Proton Unlimited customer (I tried writing to Proton support directly and it seems that the email gets automatically routed to SimpleLogin support).

After reading this thread, I realize I do have a destination mailbox address that MX's to a forwarder that acts as a very simple catchall for a family member's personal domain. I do this so that we can have some alias that route to both of us.

I love Proton and its services, but I can't understand why this was rolled out without any warning or assessing the impact to legitimate (and paying) users. Avoiding this type of issue, getting better support and having recourse when problems occur is one of the reasons I pay for a service like Proton vs using Gmail etc.

[mhe500]

Update:

I didn't get any response, but my account has been re-enabled. I'm guessing the safest thing to do is to delete/change the offending mailbox (though without an official reason given, this is merely a guess based on this thread and the SL app code), as who knows if I'll get swept up again.

Knowing full well that SL could disappear at any time, I've routinely download a list of all my aliases so I at least know what's in use where exactly for a situation like this (I keep local copies of all cloud services critical data -- drive, password manager, etc.), and I would recommend everyone do the same.

I use my own domain, but unfortunately I've gotten a little lax in using the SL domains more and more. I think it's time to consider getting a new domain name that I haven't used personally in order to get both privacy and portability, and stop using SL domains altogether.

Unfortunately, this has all left me a little uneasy about Proton. I wouldn't expect that a paid service like this would simply shut down user accounts with no warning in such a heavy handed approach for violations that clearly have no malicious intent.

[nguyenkims]

Hi everyone, I want to share an update about this now that we have all the information. As some of you have surmised, the action taken earlier this week was due to an anti-abuse problem.

Some blocklist organizations, such as Spamhaus, set up spam traps on temporary email or email forwarding services. When SimpleLogin forward to those services, we ourselves end up on the Spamhaus blacklist. Because Spamhaus is widely used, ending up on the list can cause SimpleLogin to be blocked from the vast majority of email servers globally.

This of course is a mistake on the part of these DNS-based blocklists, because receiving email from SimpleLogin requires user consent (via verification email), meaning that SimpleLogin does not send any unsolicited email.

Recently, this mistake caused SimpleLogin to almost run out of IP addresses which were not blocked, forcing us to take drastic action. In short, we needed to block all email aliases which were forwarding to temporary email or email forwarding services to get our IPs off of the Spamhaus blocklist.

For several months now since becoming aware of the problem we have prevented the creation of new aliases forwarding to these services, but there are old accounts and aliases which are obviously impacted. We understand this was highly disruptive, but there was no other solution since discussing with Spamhaus to change their policies simply takes time.

Once the situation was under control, we have taken a few steps to restore services for impacted users. First, we have automatically restored all paid customer accounts, as these are at low risk of abuse. If you are a free user, please reach out to our support team so we can re-enable your account. Unfortunately, among the free users, there contain abusers where the intent seems to be to affect SimpleLogin delivery, and we can only re-enable impacted free users on a case-by-case basis.

This quick action, though necessary, was totally unacceptable, and on behalf of the SimpleLogin team, I sincerely apologize for all the issues this has caused. In the coming days, we'll run several actions to prevent this incident from happening again:

1. We will continue discussing with Spamhaus and other blocklist operators to prevent mistakes like this.

2. We will build additional features in our systems so that when we are forced to disable an alias, we can do it in an alias by alias basis, provide automated notice of such actions, access to the emails which could not be forward, and allow users the possibility to self-mitigate the issue (by changing the forwarding destination for instance).

Unfortunately, such capabilities where not in place at the time of the blocklist incident, and we could not build them at short notice when we needed to immediately mitigate the deliverability problem that otherwise would have impacted all users (including those not forwarding to temp email or forwarding email services).

[jdahdah]

Thanks for the update @nguyenkims. Glad that my account is functioning again. I understand your predicament: as of about 30 minutes my email provider Mailbox has started rejecting all emails from SimpleLogin due to another one of your IP addresses 176.xxx.xxx.161 ending up on the Spamhaus CSS Blocklist (CSS). Unfortunately they don't offer a filter to always allow these emails like Proton Mail and GMail do, but I've now disabled the real-time blacklist (which relies on the CSS list and others) as per the Mailbox documentation to hopefully prevent further bounces, but this will obviously allow more spam through. I hope you're able to resolve these issues with Spamhaus.