Troubleshooting
Typical problems and how to solve them.
This category covers “Troubleshooting”. The guides are for all Secure File Transfer users.
Recommended starting point: Recipient did not receive an email
Recipient did not receive an email
The recipient cannot find the notification in the inbox.
Security code does not arrive
The email or SMS code does not arrive.
Download link has expired
Valid until has been reached or files were deleted.
File cannot be uploaded
The upload aborts or is rejected.
File cannot be downloaded
After the link, the download does not work.
Sign-in does not work
Login with email/password fails.
Password cannot be reset
The reset email or link does not work.
Page or upload is not responding
The UI hangs or does not respond.
SFT Collect upload does not work
Upload into a Collect collection fails.
SFT Sign invitation cannot be opened
The signature invitation link does not open or auth fails.
Logo or branding is not displayed correctly
The logo or branding looks wrong or is missing.
When should support be contacted?
Support is advisable when self-help and Resend do not help.
Help assistant
Based on published help articles
Answers are generated automatically from published help articles only – never from your files.
Example questions