FAQ's

Sending Files

  • How to send a file with DropSend?

    Unregistered users:
    To send a file with DropSend, go to the homepage and locate the file sending form on the left-had side of the screen. Type the recipient’s and your own email addresses, browse to the file you want to send, attach it and click on the “Send Your File” button. You can also include a message.

    Registered users:
    Log into your account and click on the “Send a File” icon. Then enter the recipient’s email address, type your message and attach the file you wish to send. You can also include a short description of the file (optional). Registered users can preview the message before sending and you can upload the file to your online storage for faster future access. When the file is uploaded, click on the “Send” button and the file will be sent.

  • Can I use DropSend Desktop Tools if I’m behind a proxy server?

    Unfortunately, you won’t be able to use DropSend Desktop Tools if you’re behind a proxy server. However, you can use the Web version of DropSend even if you use a proxy.

  • How Long are files available for download once I upload a file?

    For Free accounts, files are available for 7 days before they are deleted.
    For premium accounts, you can specify how long the file will be available for from 1-14 days.
    Premium account users also have other features available, such as limiting the number of times the file can be downloaded.

  • I'm trying to send a file but the site keeps redirecting me. What to do?

    DropSend requires you to have cookies enabled in your browser. Most likely, you have them disabled. Make sure your browser allows cookies from *dropsend.com and try sending the files again.
    To enable cookies in your browser, do the following:

    Internet Explorer

    1. Open Internet Explorer, go to Tools and then go to Internet Options
    2. Click on the Privacy tab and then move the slider to a position between the top and bottom, so that you are neither blocking nor allowing all cookies.
    3. Click Sites. In the Address of website box, type the website address and then click Allow.
    4. When you are done, move the slider back to the position it was originally in, and then click OK.

    Mozilla Firefox

    1. Open Firefox, click on the orange Firefox button and click on Options
    2. Click on Privacy
    3. Under Firefox will: select Use custom settings for history
    4. Check the Accept cookies from sites checkbox
    5. Click OK to save the settings

    Google Chrome

    1. Click on the Chrome menu button and select Settings
    2. Click on Show Advanced Settings
    3. Under Privacy, click on the Content Settings button
    4. Make sure Allow local data to be set is enabled under Cookies
  • How can I stop DropSend Direct loading on system startup?

    To prevent DropSend Direct from loading when you power up your computer, click on the DropSend icon and go to Preferences. Once there, uncheck "Launch at system startup".

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Downloading Files

  • My Internet connection is unreliable. Will I have to start the download again if my connection fails?

    If your browser supports resuming downloads, DropSend will simply resume the download exactly where it got interrupted as soon as you connect to the Internet again. But if you still feel uncomfortable and want to make sure your interrupted downloads are resumed, use DropSend Direct – our desktop client for Windows and Mac that resumes interrupted uploads and downloads, and supports drag & drop functionality.

  • I’ve received an email with a link to a file, but I can’t download it. What to do?

    It is probably because the file has expired. When someone sends you a file, you have 7 days to pick it up if the sender is using a free account and up to 14 days if the sender is on a paid plan. After 7-14 days the file is permanently deleted from the server. We are sorry for the hassle, but this keeps our servers running quicker (which is better for you), as old files are cleaned up and removed.

    If this has happened to you, please ask the sender to re-send the file and make sure you download it before it expires.

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Online Storage

  • Do files in my DropSend Online Storage ever expire?

    Nope. We never delete files that you store online with us. They are your files and we believe that only you should decide how long you keep them.

  • How do I create a new folder?

    To create a new folder, log into your account and click on “Storage” to go to your online storage area. Click on “New Folder” in the top bar to create a new folder. In the pop-up window, enter the new folder’s name, description, specify its location and click OK. Your new folder will be created.

    You can also create a new folder when you upload new files to your online storage. To do that, simply select the files you want to upload, then scroll to the bottom of the page and type the name of the folder you wish to create. The folder will be created and the files will be uploaded to it straight away.

  • Is there a limit on bandwidth for my Online Storage?

    There are no limits to bandwidth for your Online Storage area. As long as you don’t go over your space limit, you can download and upload files as many times as you want.

  • Can users get into each other’s storage on DropSend Business Plan?

    The storage area in DropSend Business Plan is shared by all “Internal” contacts, e.g. people from your company. “External” contacts, usually your clients and suppliers, cannot use the storage.

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General

  • What counts as a Send in DropSend?

    Each file you send counts as a Send. For example, if you send three files in one session, it will count as three Sends.

  • How fast is the upload/download speed?

    When you send a file with DropSend or upload a file to your DropSend storage, the transfer speed will depend on your broadband connection. Same goes for downloading files. If you’re on a typical broadband connection, you should get around 20 KB per second for send/upload speed. Download speeds are usually faster and average around 100 – 200 KB per second.

  • How do I turn email notifications on and off?

    To turn email notifications on or off, log into your account and click on the “My Account” menu item. Under “Your Settings” uncheck the checkbox next to “Email Notifications” to disable them, or check the checkbox if you want to enable email notifications. Then click on “Confirm Changes” and you’re done.

  • How do I import contacts into DropSend?

    DropSend makes it easy to add your contacts by importing your existing contacts from a CSV file. Most email applications can export the list of your contacts in a CSV file (comma separated), which you can then import into DropSend.

    To export your contacts, go to your email client and locate the export feature. Create an CSV file using the following syntax: {First Name, Last Name, Email Address, Company Name}. Once the file is created, log into your DropSend account and click on the “Contacts” tab. Find the “Import contacts from CSV file” area and click on the “Browse” button to select the CSV file you created earlier. Then click on the “Import Contacts” button and your CSV file will be imported into DropSend. On the next screen select all of the contacts you wish to import. If you want to choose them all, select the topmost checkbox. Once you’ve selected the contacts you wish to import, click on the “Import Contacts” button and your contacts will be imported.

  • Are the email addresses of people I send files to safe?

    We will never share your or your recipients’ contact details with anyone. We think spam is annoying and offensive. So the official answer is that we will never use your email address or the email addresses of your recipients without your or their full permission.

  • Are my files secure with DropSend?

    Yes. The DropSend infrastructure was designed from the ground up to be highly secure. Your files are stored on state-of-the-art servers, protected by advanced firewalls and housed in a SAS70 Type 2-certified data center.

  • Are there any specific hardware and software requirements?

    No. All you need is a modern web browser (Chrome, Safari, Internet Explorer or Firefox). DropSend is hosted on our fast, dedicated web servers, which means that you don’t have to install a thing to use the Web version of the service.

  • I get a message that I need to configure my browser to allow pop-ups from DropSend. How do I do that?

    Occasionally, Internet Explorer users get a message asking them to configure their browser to allow pop-ups from DropSend. If you don't want to alter your browser settings, you can right-click on "Send a File" or "Upload Files to Storage" and choose to open the link either in a new tab or in a new window. This will let you avoid the pop-up blocker issue.

    If you prefer to edit your pop-up blocker settings, here is how you can do it:

    1. Open Internet Explorer, click on Tools and then hover over Pop-up Blocker
    2. Make sure that the only available option is "Turn On Pop-up Blocker" (seeing this message means it's turned off, as it should be).
    3. Now click on Tools and go to the Security tab
    4. Click on "Reset all zones to default level"
    Now pop-ups shouldn't be blocked. If they are still being blocked, then it is some other pop-up blocker at work. To disable it:
    1. Open Internet Explorer, click on View and then hover over Toolbars
    2. Make a note of any third party toolbars that you may have installed
    3. Go through the toolbars one by one (even the disabled ones) and switch off their pop-up blockers. Sometimes these pop-up blockers work even if the toolbar itself is disabled.
    4. When done, restart your browser. The problem should be gone.
    If the pop-up blocker issue persist, check your anti-virus and firewall settings. If you see that somehow your security software is blocking DropSend, add DropSend to the software's list of trusted sites.

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Subscription and Billing

  • Is DropSend free to use?

    DropSend has several price plans that suit different types of users. There is also a free plan for home users.

  • Am I tied into a long-term contract?

    We don’t believe in tying you up for longer than you want. Therefore, there is no fixed term contract and you can cancel your account at any time.

  • If I sign up half-way through a month, will I be charged the full amount?

    No. You’ll be charged a pro-rata rate based on how many days are left in the month. You’ll be charged the full monthly fee on the 1st of the following month.

  • If I cancel in the middle of the month, will you refund my current months charges?

    Unfortunately not. We don’t issue refunds for payments that have already been made. If you want to cancel, make sure you do it before the 1st of the month, so that you don’t get charged for another month.

  • Which payment methods do you accept?

    We accept Visa, MasterCard and American Express. We do not accept checks or take orders over the phone. Each month an invoice is emailed to you for your records.

  • Can I pay in British Pounds or another currency?

    Sure. We will convert the dollar charge into your local currency using the exchange rate available on the day you sign up. To find out what the exchange rate is for your currency, go to www.xe.com.

  • Are there any other charges?

    There are no hidden charges from us, but you may have to pay standard sales tax (VAT) if you live in the EU. If you live outside the EU, there are no extra charges whatsoever.

  • How do I update or change my credit card details?

    To update or change your credit card used for monthly billing, do the following:

    1. Log into your DropSend account and go to the “My Account” tab, then navigate to the “Your Account” section
    2. Locate and click on the “Change Card” link
    3. A pop-up window will open. If it doesn’t, check your browser settings and allow pop-ups from DropSend
    4. Update your credit card details in the new window and click “Confirm Changes”
    5. The changes will take effect starting from the next billing cycle
  • When will my credit card be billed?

    When you sign up for a paid DropSend plan, your credit card is charged on the 1st of every month. The charge will appear on your credit card statement as ‘DropSend Ltd’.

    If you sign up mid-month, you will be charged for the remainder of the current month on a pro-rata basis. After that you’ll be charged on the 1st of every month until you cancel. Should you cancel mid-month, we won’t be able to refund the remaining days of the month.

  • How do I upgrade or downgrade my plan?

    If you need more file sends or more online storage space, you can easily upgrade your account. Similarly, if you find you don’t need as many sends or as much storage space, you can downgrade your account. Here’s how to upgrade or downgrade your account:

    1. Log into your account and go to “My Account”
    2. Scroll down to “Change Your Plan”
    3. Click on the “Upgrade” or “Downgrade” button

    Please keep in mind that if you’re downgrading, you may need to delete some files from your Online Storage to meet the space limit requirements.

  • How can I cancel my account?

    We understand that some users may wish to cancel their accounts. That’s why we’ve made the process as simple as possible. To cancel your account, do the following:

    1. Log into your account and go to “My Account”
    2. Scroll to the very bottom and click on “Please cancel my account”

    Don’t forget that instead of cancelling you can always downgrade to the Free plan. It doesn’t cost a penny.

    Please note that we cannot accept emails to cancel your account. This is for the protection and security of our customers. Cancelations can only be completed through your account while logged in.

  • How do I change my email address?

    To change your email address, log into your DropSend account and click on the “My Account” tab. Go to “Your Details” and enter your new email address in the “Email” field. Click on the "Confirm Changes" button and your email address will be changed.

    Note: Remember that from now on you will need to use the new email address as your username when you log into your account.

  • Password length?

    Please be advised that passwords MUST be at least 6 characters long.

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Sharing Files and Folders

  • How can I share folders with DropSend?

    Sharing folders with DropSend is really easy. All you need to do is browse to the folder that you want to share in your storage space, select it, click on Share and then configure the sharing settings. Once you save the settings, you will be given a link that you can send to those you want to share the file with.

    Read more about how to use the sharing feature in this blog post.

  • What is the maximum download limit for shared folders?

    The maximum download limit of your shared items depends on your DropSend plan. Currently the limits are:

    • 10 for the Free plan
    • 50 for the Basic plan
    • 100 for the Standard plan
    • Unlimited for the Pro and Business plans

    Keep in mind that each share counts as a send.

  • How long are the files available for sharing?

    Currently the file expiration time can be set to anything from 1 to 14 days. It's you who sets the exact number of days.

  • What is the maximum size of a file or a folder I can share?

    It all depends on the amount of the storage space that's allowed by your plan, as there is no size limit for individual folders. If there is enough space for a folder in your online Storage, you can share it using the DropSend sharing feature.

  • Can I protect the folders I want to share with a password?

    Sure! Simply enter a password when you are configuring the sharing options. But don't forget to give the password to the people you are sending the files to!

  • Are there any download speed limits?

    No. The download speed depends on the target user's Internet speed.

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Behind the scenes

DropSend Limited is the leading provider of secure file-sending and online storage services for individuals and businesses of all sizes. The company delivers services, products and information to maximize the use of PCs, Macs and mobile devices for all users through its industry-leading software and award-winning services.

DropSend is proud of its talented team of like-minded professionals based in Bristol, UK. Rather than just colleagues, we are friends who have a goal to make sending huge files as easy, quick and secure as it can possibly be.

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