Getting help from us
Where to ask, what happens to your message, and what we can and cannot see while answering.
Where to ask
Signed in, open Support in the sidebar and choose New message. Without an account — as somebody who was sent a transfer, for example — use the Support page on the website. Both land in the same queue, and every message is read by a person.
- 1
Pick the subject that fits: a question, something broken, billing, privacy, a report, or an appeal.
- 2
Describe what you expected and what happened instead.
- 3
Include the time and any reference shown on screen.
- 4
Send. You get a reference like FM-AB12CD straight away.
docs-support-new-message.pngWhat happens to your message
Your ticket keeps its own thread. When somebody here takes it on, their name appears on it, and every answer reaches you by email and in the thread itself. Signed in, the answer also appears in your notifications, under Support.
A thread is a conversation: after you write, the next message is ours. You can write again as soon as we have answered or closed the ticket, which keeps your question from being buried under follow-ups. If the ticket is resolved and the problem returns, replying reopens it.
What we can and cannot see
We can see the shape of your account and workspace: plan, members, sessions, sign-ins, the links you created, and the record of transfers with file names, sizes and fingerprints. That is what lets us answer a question about access or a failed upload.
We cannot open your files. There is no way for anyone here to read, download or preview the contents of what you store or send — the tools we answer you with never touch file contents. Files come back only to you and the people you shared them with.
- Never send us a password, an authenticator code or a recovery code. We will never ask for one.
- Redact screenshots that show other people's personal data.
- For something someone sent you through FileMentra, use Report abuse — it reaches the same team with the link attached.
If we suspended or removed something
Every decision we take on an account, a workspace or a link is explained by email: what we did, why, and a link to an appeal thread. Answering in that thread puts the case in front of a person again. Appeals are ordinary tickets and follow the same rules as everything else here.