Questions and Answers

Customer support is our number one priority. We respect all questions coming from our customers. We never forget anything and we make no excuses.

Sometimes when we are asked repeating questions, it is more efficient to point to a well-formatted web page with clear text and pictures explaining how to do certain things. Here are some of the most frequent, yet some of the most important questions that have been asked.

What is the Best way to Send Files ?

EmailLargeFile is all about sending files. It's one of the most convenient tools for transferring large chunks of data, be it media files or documents, over the web. The best thing about EmailLargeFile is that you don't need to install any software on your machine - you only need a Browser. We support Internet Explorer, FireFox, Safari, and Opera browsers. That means, whatever personal computer platform you may use, our software will work.

You might heard of emaillargefile.com, which is a free, but limited service. It only allows you to send up 1 file, of to 150Mb a day, it will only let your file stay for a few days, then it gets deleted automatically to reuse space. There is also limit on the number of downloads.

Emaillargefile.NET on the other hand, is the real deal. Much larger files are supported, virtually no upload or download limits. Your files are allowed to stay indefinitely, or until you delete them yourself.
You have complete control over your files - how files are named, where they are sent, and where they are located.
It's feature-rich - you keep track of each and every file, manage address books, download Excel reports, control access to files and packages, and much more.

Sending files in only 3 steps is described in our EmailLargeFile blog article How to send files quickly.

How to Submit Support Request

The best way to tell us that you need help, is via your Account information page. On the left side of the Account page you will see the Support Request Form. Pick the support category from the drop-down list, describe the problem in the message box, then click Submit Request.

Support requests submitted via the Account page have the highest priority and get processed before any other messages. By using the described method, you help us to quickly locate your account information and diagnose the problem. Only if you are unable to log in at all, or can't find the Account page, then you can certainly use our general contact page.

If you are a Corporate subscriber, you have been given the direct cell phone number of a support manager. In case of an emergency, please use that phone number.

It's also a good idea to bookmark our Facebook page. We use it to post the most important information, such as information about scheduled maintenance or feature updates.

How to Submit Support Request

We pay utmost attention to the privacy, safety, and security of our customers.
Firstly, we are PCI compliant. That means, we don't collect or store credit card numbers.
We encrypt all communication during the checkout process as well as all daily activities of our customers. We also encrypt all communication between our servers. Unlike many free file transfer services on the Web, our service follows and maintains very strict rules.
Our files and packages are protected with 2-level customer-assigned passwords. This means, if you send a file package without the submission password, the package password will take over and still protect your files from unauthorized access.
You can limit access to your file packages to certain geographic areas, organizations, cities, zip codes, or area codes. That level of security is currently unmatched on the market.
Our datacenter is guarded with limited physical access and CCTV cameras, it is protected with firewalls, equipped with air conditioning, redundant power supplies, power generators, and backup hardware.

How to Set Up and Use EmailLargeFile Dropbox

Believe it or not, some of our long-term customers still ask us if we have a 'dropbox' feature, or something that would allow them to receive files from their own customers. Of course we have that! The best thing is that all our subscription plans come with a secure file drop box. Having a dropbox becomes convenient if you own a website or a blog, and you want to receive files from your clients or friends.

Here is the illustrated instruction of how to set up EmailLargeFile dropbox, all in a few clicks: How to set up dropbox

Next, here is what you'll see when someone sends you files via dropbox: How to receive files via Emaillargefile dropbox

What if you want to customize the drop box? Sure! You can add your company logo and put some text comment on the dropbox landing page. Here is how to do that: How to personalize dropbox with custom text and logo.

I need to Receive Notification when someone Sends me Files

First, make sure your Emaillargefile Dropbox is active. Refer to the previous article if you need help activating your dropbox.

Next, log in to your account, browse to the list of all your file packages. Make sure the Dropbox package is in the list. If you don't see the Dropbox in the list of packages, you need to manually create one. If you forget how to create packages, refer to this article.

Now, click on the Dropbox package in the list to switch to Edit Package mode. In the Edit mode, click on the Package Rules button located on the right. A window with all current rules will be displayed. In the package rules window, you can add a new rule to the Dropbox package.
The illustrated instruction can be found via the link below.
How to get notified when someone uploads a file.

How to Set up and Control Access to my Files and Packages ?

Package password

Each file package can have a password. You can enter the password in a special field, as shown in this article:
How to create a package Package password is an optional property of a file package. You can change or remove it at any time.
Package password is convenient for instant security. Let's say you sent a package link to some recipients and you want it to be public, so you leave the password blank. Now, if you decide to instantly limit access to this file package, what would you do? Edit the package and enter a password. Noone will be able to open the package or download files if they don't know the package password.

Submission passwords

This feature allows you to assign individual passwords to batch emails when using our email engine for sending links. Each batch email submission can have different password to the same file package.
This is convenient if you a) don't own the file package, or b) don't remember the main package password, or c) want to override the default password for certain group of recipients. Here is how it works. When your recipient gets the link sent by our email engine, they won't be able to open the package if they don't have the Submission password. In the absence of the Submission password, the default package password will be required. If the package doesn't have the default password, then the package contents is considered public, and your recipient will be able to open it with no password prompt.

Package Access Rules

This is our favorite feature. In short, each package can be configured to only open if the recipient satisfies to all of the package rules: he or she works for a certain Organization, or opens the link from a certain geographic area. By looking at the computer IP address, our software can tell where exactly your recipient is coming from. Sometimes we can even tell which Organization network they are coming from.
For example, if they work for Google, they will likely be attempting to open the package from inside the corporate network. In that case, the computer address will belong to the range of Google's addresses.
We are subscribed to a huge regularly updated database of most if not all businesses and networks in the US and Canada. For large corporations, those addresses likely cover other countries as well.
For more details about intelligent file transfer and how we use geolocation tracking, read this article:
Intelligent file delivery
For illustrated instructions of how to set up or manage package rules, take a look here: How to use file package rules

Important. The package link security we have in place works great if your recipient didn't download a copy of the package files to their computer. Once they downloaded a copy, from that point on any changes to the package security will not affect the file copy on their hard drive. Therefore, it's important for you as the owner of your files and packages to plan the security prior to publishing links.
Our security features are especially useful for situations when your recipient decides to forward the package link to other people.

How to Update my Credit Card information ?

Usually, when your credit card is about to expire, we send an email reminder to you. But don't wait for our message and update your billing address and card info proactively. If you forget to update the card information or billing address, and your card gets declined, your account may get blocked until it's paid in full.

So... here are two important things to remember:
- verify and timely update your billing address and billing information,
- make sure your card is valid, up to date, and not expired.

Billing Information and Address

You can update your billing address via the Account Information window. Go to the Account settings, then scroll down until you see the Account Information section. All data in the Account Information section is important. This includes your name, email, and address. Verify and update this information if needed.
The name on the Account information must match your name on the credit card. The address and phone number here must be your billing address and phone number. The email address on the Account information may be different from your user login email address. The account address is used for billing communication, and it is the one sent to the card processing company.

Credit Card information

We don't store credit card information on our servers. We merely send card update requests to the card processing company. To update the card information with the billing company, use the button on the Account Information page.

When you need to update the credit card info, here is what you need to do:
1) go to you Account Information page,
2) scroll down until you see the 'Update Credit Card' button, then click on it,
3) you will be taken to the secure page where you will be able to enter a new credit card or update your existing credit card.

How to Renew or Upgrade subscription ?

Credit Card

When you subscribe and pay with a Credit Card, you can choose a Plan, but only pay for the first billing cycle. The processor company will then automatically renew your subscription each calendar month by charging your credit card a day or two before the end of each billing cycle.

Our billing cycle is equal to 1 calendar month. When does it start? It starts the day you signed up and it renews the same day each calendar month.
So, for example, if you have registered and paid for your subscription, say, March 15, the current billing cycle will end April 14. The next billing cycle will then start April 15 and last until May 14.
The billing company will attempt to charge your card on the last day of each billing cycle. If you signed up on the 15th, they will charge your card on the 14th day of each month. Sometimes, based on bank holiday schedule, they may attempt to charge your card on the 13th day.

PayPal

When you initially subscribe and pay with Paypal, you can choose a Plan, and you also have an option to pre-pay for certain number of months. You can pre-pay for 1, 3, 6 months, or 1 year.

To avoid unexpected downtime, we recommend our Paypal customers to prepay for more than just one minimum billing cycle, which is currently one month. Using a credit card makes it even better. It's safe, easy, and prevents your package and file links from abrupt and inconvenient expiration.

Unlike a credit card, a Paypal subscription automatically expires once you missed a payment. The packages and links you sent to your recipients will expire immediately.
You have up to 2 weeks to renew the Paypal subscription. We don't impose any fines or late fees if you renew your Paypal subscription within 2 weeks from its expiration.
If you don't want to renew the subscription, it's your choice. You can still log in and download your files without any problem for the next few days after your subscription expires. In about two weeks an automatic process will completely block the account and erase uploaded files to recover storage space. That's why we usually recommend pre-paying for more than 1 month.

Renewing Paypal subscription is very easy. Here are the steps:
1) log in to your account,
2) scroll down and click on the 'Renew or Upgrade Subscription' button in the Account Information section,
3) you will be taken to the payment form,
4) select the number of months you want to prepay for,
5) you also have a choice to Upgrade your account here, and for that:
5.1) select the type of account you want to upgrade to,
6) click Pay With Paypal button, and proceed to the Paypal website to complete the payment.

Important. If you haven't completed your Paypal payment, or cancelled out of Paypal page, no problem. You can try to pay again in an hour or two.

How to Cancel Subscription ?

It's your choice when to subscribe, and it's your choice when to unsubscribe.
If you decide to cancel, you can do it at any time. Unlike many hosting companies (1and1, myhosting, etc), we never hide the 'cancel' button, so to speak.

Before you cancel, we ask you to Contact us and tell us why you decided to cancel. We are quite serious about addressing your needs. Often the resolution to a problem is so easy that it can fit into 1 email message.
But... if you want to leave without even talking to us, read through...

First, there is a difference between cancellation of the autorenewal subscription vs. pay-as-you-go subscription.

If you paid for the EmailLargeFile.net subscription via PayPal, you don't have to cancel. As described above, unpaid PayPal subscriptions expire automatically.

If you are a Credit Card customer, please do NOT call or email us asking to 'cancel my account'. We simply cannot do that via email. The reason is that we use a 3rd party billing company for processing credit card payments. They will continue billing you until they receive the electronic cancellation request. Another reason is that to maintain PCI compliance, we don't track or store credit card numbers anywhere. The billing company does that for us.

So... if you really want to cancel, don't just abandon your account. All you need is to do this:
1) log in to your EmailLargeFile.net account,
2) click on the Account settings link up top,
3) scroll down until you see the Update Card/Cancel button, click on it,
4) on the next screen, scroll down again until you see 'How to cancel', click on that link too,
5) the next page will initiate the final cancellation email sent to you,
6) when you receive the email message, click the confirmation link in it.
That's pretty much it. After that, your account will be cancelled immediately, and the card processing company will stop billing you.

Partial refunds. Please note that we are unable to issue partial refunds. This means, if the card processing company charged your card today for the next month of service, but you come to us tomorrow asking for a refund, we most likely will not be able to do that. So... if your card is charged today, we still recommend you to keep using your subscription for a few more weeks and only cancel it 3-5 days before the end of the billing period.