Troubleshooting Common Tuta Email Issues
General, independent guidance for common sign-in, encryption, and domain issues. For account-specific problems, contact official support.
An email to a non-Tuta address isn't encrypted
This is generally expected — automatic encryption typically applies between two accounts on the same encrypted provider. To send an encrypted message to someone outside that ecosystem, look for a password-protected or externally-secured send option instead.
Trouble signing in
Double-check your email and password, confirm caps lock is off, and try an official password reset if needed. Make sure your device's date and time are set correctly, since that can affect secure sign-in.
Forgot password and can't reset it
With some end-to-end encrypted providers, losing your password can mean losing access to encrypted data permanently, since the provider itself may not hold a copy of your decryption key. Check the provider's official recovery options (like a recovery code set up in advance) as soon as possible.
Storage limit reached
Check your account's storage usage in settings; you may need to delete large attachments, empty trash/spam folders, or upgrade to a larger plan.
Custom domain email not receiving messages
Double-check that your domain's DNS records (like MX records) are set up exactly as instructed, and allow time for DNS changes to propagate before assuming something is broken.
Emails going to a contact's spam folder
This can happen with any provider and often relates to the recipient's own spam filtering rather than a problem on your end; ask the recipient to check their spam folder and mark the message as "not spam" if found there.
Import from another provider seems incomplete
Large imports can take time to fully process; check whether the import shows as "in progress" before assuming it failed, and consult the official import documentation for supported file formats.
Billing or renewal questions
Check your account's billing section for your current plan and next renewal date. For disputes or refund questions, contact official support directly rather than a third party.
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