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Originally Posted by Csin
They shut me down around October. I devoted nearly a month trying to find a working URL to complain to, or ask for refund. No go. Want to contact them? You need to have an account with a working password, which you won't have when they shut you down. The other two links listed go nowhere. Someone said they are on Twitter or Fakebook. Yeah, I don't think I'll be joining the two most privacy-invasive sites outside of Gmail to chase after them.
So then I wasted a few weeks more changing all the addresses to another email. After which, I marked off Tutanota as a lost cause (and rip-off), and moved on. Whether I was shut down intentionally, or accidentally via ineptitude, doesn't really matter after this much hassle. They ripped me off for maybe four euros, but I suspect I'll survive without a refund....certainly not enough incentive to chase them around. I think they wasted enough of my time and caused enough irritation already.
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@Csin -- Sorry to hear you went through that, and glad you came back and followed up with this thread. I'll reiterate (and to save people the headache of reading my prior posts) that both my own account and my friend's account were paid for and also >6 months of inactivity and we both had no problem logging in and using our accounts. I've since moved more email over to them and I've had a good experience. I wouldn't hesitate to recommend them currently. I use a bunch of services, Tutanota being one of many, and I'm happy with them (although their app is a bit slow, but at least they have a decent app).
They've had some growing pains and a few rough spots when they got hit by a major DOS attack, but they've otherwise been doing well IMO. Perhaps part of what happened with you was during a tough period they were in during the big DOS attack. I can't recall when that happened, but they were rough around the edges during the attack, I'll say that. They've since improved their response.
Again, it's a bummer that you had a bad experience with them and too bad you couldn't get in touch. However, it's right on their contact page how to get in touch, including their email address. I've had no problems getting in touch with them, including an email from a non-Tutanota account, which they answered a few days later.
Their contact page indicates the following info:
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If you can't login to your account, this has been caused by one of the following reasons:
- You forgot your password or lost your second factor: Please read How do I reset my password or second factor?.
- Your account got suspended due to unpaid invoices: Your account may be suspended if you don't pay your open bills for a long time. Just contact us in English or German if you want to continue using your account and include the email address of your suspended Tutanota account.
- Your account was disabled due to another reason: Some accounts get disabled due to a violation of our Terms of Service. You can contact us in English or German if you think that we made a mistake. Please include the email address of your suspended Tutanota account.
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Their email address is
hello@tutao.de -- and it's right on their contact page, in the section "I can't access my account" where it says "Contact us in English or German".
I understand if you want to give up though. However, I don't understand why it took you over a month to find a working URL with their contact info. It's right there. Now if their site was blocked by your ISP or government, there are still numerous ways to reach out to them... and you wouldn't have to give up much info about yourself to just ask them or other users who had access to their site on social media or some forum (including this one) what their email address was, which is listed in various places on the net, easy to find. You do NOT need to have an account with them to get in touch with them.
In any case, sorry to hear of your troubles, and as far as your other recommendations of Mailfence and Posteo, I do agree with you that those two services are indeed good and both are worth spending money on.
Wish you the best of luck.