FAQ

Answers to common questions. If your issue is not covered here, contact [email protected].

QSign-up and log-in

The verification email does not arrive.

Check your spam folder, wait a few minutes, and resend. If it still does not arrive, confirm that the email address you entered is correct.

I cannot log in with SSO.

Check the organization slug. If it still fails, ask your administrator to check the OIDC settings.

Can I change my email address?

An administrator requests the change, and you approve it from your current address. See Settings and profile. With external OIDC, change it in the IdP.

QFile transfers

Do recipients need an account?

No. Recipients only need the link in the notification email and a verification code.

I sent a transfer, but the recipient has not received it.

In organizations that require approval, recipients are notified only after an administrator approves. Check whether the transfer is “Pending approval” in the transfer list.

I cannot send files during the trial.

During the trial, files are limited to 3 MB each. If you need larger files, consider subscribing to a paid plan.

Can I change the notification language?

Choose the notification email language when creating the transfer. Recipient screens follow the recipient’s browser language.

QReceiving and downloading

The screen says the transfer has expired.

The transfer has passed its expiry. Files are deleted automatically, so ask the sender to send them again.

Large downloads fail.

Try Google Chrome or Microsoft Edge. Firefox and Safari may fail with large files.

I forgot the passphrase.

The passphrase cannot be restored. Ask the sender.

QPlans and billing

Am I charged during the trial?

No. No credit card is required during the trial, and you will not be charged automatically.

Can I change my plan later?

The storage plan (your own storage / DioTrans R2) cannot be changed. Consider your choice before subscribing.

What happens if I cancel?

Renewal stops from the next billing date, and you can keep using the service until the end of the current billing period. Mid-period cancellation does not produce a refund. See Plans and billing.

A payment failed.

Stripe retries automatically. Some features are paused until payment completes. You can change the payment method from “Manage payment details”.

QOrganization and data

Can I rename the organization?

An administrator can change it under Organization and storage.

Can the operator see file contents?

In standard mode, decryption is theoretically possible using the encrypted key stored on the server. In passphrase mode, the passphrase is never sent to the server, so nobody — including the operator — can decrypt the files. See Encryption and security.

Can I delete my account?

Choose “Settings > Account deletion” to request deletion. The organization owner must transfer ownership first.

Which browsers are supported?

The latest Google Chrome, Microsoft Edge, Firefox, and Safari. For large downloads, Chrome or Edge is recommended.